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Tech Support Is Reference

Originally presented at 2009 ALA conference in Chicago

Updated for presentation at KDL staff inservice

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Tech Support Is Reference

  1. 1. Holly Hibner [email_address] Mary Kelly [email_address] www.slideshare.net/hhibner www.slideshare.net/marykelly48
  2. 2. <ul><ul><li>“ Information contact which involves the knowledge, use, recommendations, interpretation, or instruction in the use of …information sources” </li></ul></ul><ul><ul><li>Print, non-print, databases, and catalogs </li></ul></ul><ul><ul><li>In person, by phone, by fax, by mail, or by email from an adult, a young adult, or a child. </li></ul></ul><ul><ul><li>-from Public Library Statistics Cooperative for Public Library Data </li></ul></ul>
  3. 3. <ul><li>Librarians must be experts not only on information, but also its packaging and delivery. </li></ul>
  4. 4. <ul><li>I am a librarian, NOT a computer troubleshooter. </li></ul>
  5. 5. <ul><li>Relevancy </li></ul><ul><li>Library mission </li></ul><ul><li>Marketing </li></ul><ul><li>Staff development </li></ul><ul><li>When people choose the library, it says a lot about their expectations. </li></ul>
  6. 6. <ul><li>Refusing tech support makes the library look irrelevant and unhelpful. </li></ul><ul><li>Patrons just need help. </li></ul><ul><li>Not their responsibility to know what they can ask of whom. </li></ul>
  7. 7. <ul><li>“… support is about more than just having an answer. It’s having an answer that someone can use. If someone is frustrated and you frustrate them even more by giving short, cryptic, or peripheral answers, and by ignoring his/her emotional state, you’re not really being as supportive as you can” </li></ul><ul><ul><ul><li>– D. Scott Brandt in How Not to Market Your Tech Support </li></ul></ul></ul>
  8. 8. <ul><li>Do you have time to do traditional reference? </li></ul><ul><li>Triage </li></ul><ul><li>One-on-one appointments </li></ul><ul><li>Public instruction classes </li></ul>
  9. 9. <ul><li>Communicate with Tech Support/Boss </li></ul><ul><li>Giving staff access </li></ul><ul><li>Giving the public access </li></ul>
  10. 10. <ul><ul><li>Contribution to the library’s mission </li></ul></ul><ul><ul><li>They learn each department’s function </li></ul></ul><ul><ul><li>Contribute ideas/projects beyond fixing broken stuff </li></ul></ul><ul><ul><li>Staff learns Tech Department’s point of view </li></ul></ul>
  11. 11. <ul><li>Web Junction: </li></ul><ul><li>Competency Index for the Library Field </li></ul><ul><ul><li>webjunction.org /competencies </li></ul></ul><ul><li>TechAtlas Staff Skills Survey </li></ul><ul><ul><li>http://www.webjunction.org/techatlas </li></ul></ul>
  12. 12. <ul><li>Attitude </li></ul><ul><ul><li>Learning how to put it back on you when patron doesn’t get it </li></ul></ul><ul><ul><li>Teach without being defensive </li></ul></ul>
  13. 13. <ul><li>PC basics </li></ul><ul><ul><li>Knowledge of library’s public computer setup </li></ul></ul><ul><ul><li>Ability to fix small problems quickly </li></ul></ul><ul><ul><li>Help tech support staff identify bigger issues </li></ul></ul>
  14. 14. <ul><li>Data management </li></ul><ul><ul><li>Saving and retrieving information on any device that stores data </li></ul></ul><ul><ul><li>File extensions </li></ul></ul>
  15. 15. <ul><li>Fundamentals of web pages </li></ul><ul><ul><li>Web browsers </li></ul></ul><ul><ul><li>Printing - frames </li></ul></ul><ul><ul><li>Blogs and wikis </li></ul></ul><ul><ul><li>Plug-ins </li></ul></ul><ul><ul><li>Displaying languages in various scripts </li></ul></ul><ul><ul><li>Not displaying images </li></ul></ul><ul><ul><li>Blaming the web page vs. blaming the library </li></ul></ul>
  16. 16. <ul><li>Internet sources </li></ul><ul><ul><li>Collection of ready reference sources </li></ul></ul><ul><ul><li>Online directories and databases </li></ul></ul><ul><ul><li>Using search engines effectively </li></ul></ul><ul><ul><li>When to use search engine vs. other internet source </li></ul></ul><ul><ul><li>Internet as a workaround to other problems </li></ul></ul>
  17. 17. <ul><li>Web 2.0 </li></ul><ul><ul><li>Social networking </li></ul></ul><ul><ul><li>Second Life </li></ul></ul><ul><ul><li>Gaming </li></ul></ul><ul><ul><li>Chat </li></ul></ul><ul><ul><li>Streaming audio/video </li></ul></ul>
  18. 18. <ul><li>ILS </li></ul><ul><li>Awareness of functions outside of department </li></ul><ul><li>Fine limit reached = Can’t place hold </li></ul><ul><li>Hold placed at reference: ready for pickup at circ? </li></ul><ul><li>Cataloged as reference = no check-out or holds </li></ul><ul><li>Cataloged as serial = find current item at reference </li></ul><ul><li>Are all parts accounted for at check-in/check-out? </li></ul><ul><li>Have all parts been requested? </li></ul>
  19. 19. <ul><li>Integrate departments for shared training </li></ul><ul><li>Create a culture of technology </li></ul><ul><li>Make technology unavoidable, but relevant </li></ul><ul><li>Define tech competency for each position </li></ul>
  20. 20. <ul><li>Touching people’s stuff </li></ul><ul><li>Sharing information without “advice” </li></ul><ul><li>Don’t claim to be expert </li></ul>
  21. 21. Scenario #1 <ul><li>“ My laptop won’t connect to the library’s wi-fi network” </li></ul>
  22. 22. Scenario #2 <ul><li>(For the 5 th time today, 5 days in a row, from the same patron): </li></ul><ul><li>“ How do I send a file to someone by email?” </li></ul>
  23. 23. Scenario #3 <ul><li>It’s 4:00pm on a weekday. The computers are filled up. The reference desk is hopping. A line is forming. The phone is ringing. A very sweet elderly patron says she doesn’t know anything about “that interweb” but she heard you could get coupons online. </li></ul>
  24. 24. Scenario #4 <ul><li>“ I’ve got a stack of 300 old photos. How can I scan them </li></ul><ul><li>… and what do I do with them once they are scanned?” </li></ul>
  25. 25. <ul><li>Make tutorials or podcasts </li></ul><ul><ul><li>Wink, Cam Studio, ReadtheWords.com </li></ul></ul><ul><li>Assign Tech Buddies </li></ul>
  26. 26. <ul><li>YouTube.com </li></ul><ul><li>TeacherTube.com </li></ul><ul><li>VideoJug.com </li></ul><ul><li>5min.com </li></ul><ul><li>eHow.com Videos </li></ul><ul><li>Instructables.com </li></ul><ul><li>Tutorialized.com </li></ul><ul><li>InPics.net </li></ul><ul><li>MakeUseOf.com </li></ul>
  27. 27. <ul><li>http://www.maintainitproject.org </li></ul><ul><li>“ Cookbooks” on subjects like: </li></ul><ul><ul><li>Planning and Decision Making </li></ul></ul><ul><ul><li>Communication and Partnerships </li></ul></ul><ul><ul><li>Buying and Deploying Technology </li></ul></ul><ul><ul><li>Maintaining and Sustaining Technology </li></ul></ul><ul><ul><li>Networking and Security </li></ul></ul><ul><ul><li>Innovation </li></ul></ul>
  28. 28. <ul><li>http://www.webjunction.org </li></ul><ul><li>Learn about: </li></ul><ul><ul><li>Technology planning </li></ul></ul><ul><ul><li>Performing computer inventories </li></ul></ul><ul><ul><li>Surveys for determining technology needs </li></ul></ul><ul><ul><li>Providing tech support </li></ul></ul><ul><ul><li>Buying technology </li></ul></ul><ul><ul><li>Emerging technology </li></ul></ul><ul><ul><li>Security </li></ul></ul>
  29. 29. <ul><li>http://www.libsuccess.org </li></ul><ul><li>Library Success: A Best Practices Wiki </li></ul><ul><ul><li>Access </li></ul></ul><ul><ul><li>Implementing Tech in the Library </li></ul></ul><ul><ul><li>Information Sharing and Education </li></ul></ul>
  30. 30. <ul><li>Embrace technology </li></ul><ul><li>Train reference staff to support technology </li></ul><ul><li>Be open minded: librarianship is changing </li></ul><ul><li>Criteria for library relevancy has also changed </li></ul><ul><li>Tech support IS reference. </li></ul>
  31. 31. Holly Hibner [email_address] http://hhibner.blogspot.com www.slideshare.com/hhibner Mary Kelly [email_address] http://practicallibrarian.blogspot.com www.slideshare.com/marykelly48 http://awfullibrarybooks.info