15. Why Gadgets?
• People have gadgets.
• People use these gadgets
to get the services we
provide.
16. Why Gadgets?
• People have gadgets.
• People use these gadgets
to get the services we
provide.
• The services we provide
with people’s tax dollar.
17. Why Gadgets?
• People have gadgets.
• People use these gadgets
to get the services we
provide.
• The services we provide
with people’s tax dollar.
• We could ignore their
needs, but would that
make people happy with
us?
23. Our excuses
• I’m not a techie.
• I don’t even have a smart phone.
• I’ve never read an eBook.
24. Our excuses
• I’m not a techie.
• I don’t even have a smart phone.
• I’ve never read an eBook.
• I’m afraid I’ll break it.
25. Our excuses
• I’m not a techie.
• I don’t even have a smart phone.
• I’ve never read an eBook.
• I’m afraid I’ll break it.
• I don’t have any interest in technology.
26. Our excuses
• I’m not a techie.
• I don’t even have a smart phone.
• I’ve never read an eBook.
• I’m afraid I’ll break it.
• I don’t have any interest in technology.
• I have too much real library work to do.
27. Tip #1
When confronted with a tech
question, don’t dwell on the
tech and think like a
librarian.
29. Why You Can Do Tech Reference...
• You are smart.
30. Why You Can Do Tech Reference...
• You are smart.
• You already research so many different things for people.
31. Why You Can Do Tech Reference...
• You are smart.
• You already research so many different things for people.
• None of us are subject specialists in EVERYTHING! But yet we
research it all.
32. Why You Can Do Tech Reference...
• You are smart.
• You already research so many different things for people.
• None of us are subject specialists in EVERYTHING! But yet we
research it all.
• Tech reference is still reference.
33. Why You Can Do Tech Reference...
• You are smart.
• You already research so many different things for people.
• None of us are subject specialists in EVERYTHING! But yet we
research it all.
• Tech reference is still reference.
• There is a lot of information already written about technology -- you
just need to find it.
51. Do we say...?
• I’m sorry, but I didn’t take any art classes in college. I
wouldn’t know where to start to help.
52. Do we say...?
• I’m sorry, but I didn’t take any art classes in college. I
wouldn’t know where to start to help.
• Oh, I’m too young to know anything about history. Please
go ask that older librarian for help.
53. Do we say...?
• I’m sorry, but I didn’t take any art classes in college. I
wouldn’t know where to start to help.
• Oh, I’m too young to know anything about history. Please
go ask that older librarian for help.
• I don’t have time to listen to you talk about genealogy.
54. Do we say...?
• I’m sorry, but I didn’t take any art classes in college. I
wouldn’t know where to start to help.
• Oh, I’m too young to know anything about history. Please
go ask that older librarian for help.
• I don’t have time to listen to you talk about genealogy.
• Oh! You read that trash! I can’t help you.
55. Why do we give
ourselves
permission to get
out of tech
questions?
There’s really no good
excuse.
56. Differences
• There are differences between the tech-based reference interview
and the tradition one.
• Let’s start at the beginning...
57. What to look for:
• The patron walks to the reference desk holding a gadget still in its
original packaging.
• There is a desperate look in their eyes.
• There is an edge in their voice that can only come from a frustrating
evening trying to make technology work correctly.
68. Confidence
Just like trained guard dogs, gadgets can sense fear.
By smiling, being friendly, and showing confidence you are taking
control of the situation. You can’t let the question fill you with fear
and addle your brain.
69. Tip #2
From the moment the interview begins, you can
informally start gathering information about the
gadget and the problem.
Use the greeting period as an opportunity to figure
out how to proceed with the interview.
72. Before breaking the seal:
• Ask what they want to use the gadget for.
• Is it compatible?
• Look at some reviews.
• Explain that it probably needs to be fully charged before you can
help.
74. Repackaged
• They’ve tried it out.
• It was confusing.
• Something didn’t work right.
• They need help getting started.
75. Summary: New Gadget
• Make note of the model
• Check that the device will do what the patron hopes it will do.
• Find reviews. Good buy? Will the PERSON be HAPPY accessing
the LIBRARY SERVICE with this device?
• Find and print/email the user guide to the patron.
• Direct them to the getting started information for the library
service.
• Send the patron home to charge the device/read through the user
information.
76. New gadget, no
packaging
• Similar steps as the packaged
gadget, but lacking:
• Clearly labeled gadget ID
• Meager instructions
• Cables
• Ability to play the “go-home-
to-charge-it” card.
77. What’s probably happening...
• They’ve either had the device and haven’t been using it (for fear of
having to set it up)
• Or they’ve been using the phone, player, or ereader for other
purposes and now want to make the gadget work with a library
service you offer.
• Either they tried to make it work with the service and ran into
problems.
• Or they didn’t know where to start.
79. Some of my favs:
• When did you get it?
• Where did you get it from?
• Have you been using it a lot? / Do you like it?
• What did you get it to specifically do?
80. And finally...
• What is it not doing properly?
You now have enough information to determine if the problem lies
with the abilities of the device or the actions of the user.
81. How to manage unsuccessful results
• Did you get a specific error message?
• Can you tell me what it was? With the help of Google, even a partial
error message and the name of the device or service (software) will
point you to good results.
• Can I direct you to a tutorial to help you get started? Oftentimes it is
simply user error that causes unsuccessful results.
The best way to manage user error problems is by knowing the steps
of using the service with various devices!
82. The “faulty” device (no patron-supplied error
message)
1) The device is incompatible with the service:
• Check the compatibility list.
2) The user needs assistance to learn how to make the device work
as you suspect it should.
• Provide them with the getting started guide. It could be
simple user error
3) The device itself is faulty or the DRM is causing problems.
• Contact OverDrive support or manufacturer support.
84. Android Hints
• Is it an Android? Look for the • Direct download of MP3
“Google” brand or the four audiobooks, but transfer (with
“buttons” at the bottom of the cable) from computer
screen. recommended
• Open source operating • Direct download of eBooks
system with OMC app.
• Used by many, many phone • To download eBooks, must
and tablet manufacturers be authorized with an Adobe
ID.
• Each manufacturer makes
changes to the system
86. Apple Hints
• Uses proprietary DRM • All eBook apps must be
authorized with an Adobe ID
• Purchase music & video
through iTunes • Directly download MP3
audiobooks via wireless or
• Purchase eBooks through cellular connection.
iBooks app
• It’s recommended to
• Purchase MP3 audiobooks download MP3 to computer
with Amazon and transfer with cable via
iTunes
• Read OverDrive eBooks with
OMC app or Bluefire Reader • Transfer of WMA audiobooks
app from a PC via iTunes with a
cable
87. Dedicated Readers
• May offer wireless or cellular • Often developed on closed
download of eBooks Android operating system
purchased from store
• All OverDrive eBooks are
transferred from computer with
cable via Adobe Digital
Editions (or Sony Reader
Library)
• Early returns through Adobe
Digital Editions (or Sony
Reader Library) only
88. The Kindle
• Created by Amazon • Now allows wireless
downloads of Audible
• Uses proprietary DRM audiobooks (wifi, not cellular)
• Does not use EPUB (the format • Wireless Internet access to
NHDB uses) check email, use Wikipedia,
etc.
• Not compatible with OverDrive
• Allows wireless downloads of
Kindle eBooks
Authorized the Division of Economic Development to amend a sole source contract with Glen Group Inc., North Conway, NH, (previously approved by G&C on 7-28-10, item #25A), for social media and marketing training for businesses, by increasing the amount by $30,000 from $416,000 to $446,000.  Effective upon G&C approval through June 30, 2011.  100% Federal Funds.  January 19th.\n
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Yard sale painting -- History of civil rights -- Patron talks about Genealogy question -- Yuck I don’t read that!\n
Yard sale painting -- History of civil rights -- Patron talks about Genealogy question -- Yuck I don’t read that!\n
Yard sale painting -- History of civil rights -- Patron talks about Genealogy question -- Yuck I don’t read that!\n
Yard sale painting -- History of civil rights -- Patron talks about Genealogy question -- Yuck I don’t read that!\n
