pals: tech support is reference!
Post on 18-Oct-2014
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Thingamabobs and Doodads:Why Tech Support IS Reference
Mary [email protected]://practicallibrarian.blogspot.com
www.slideshare.net/marykelly48
What is a Reference Question? “Information contact which involves
the knowledge, use, recommendations, interpretation, or instruction in the use of …information sources”
Print, non-print, databases, and catalogs
In person, by phone, by fax, by mail, or by email from an adult, a young adult, or a child.
-from Public Library Statistics Cooperative for Public Library Data
New Interpretation
Librarians must be experts not only on information, but
also its packaging and delivery.
The naysayers: “Libraries are not
computer support centers!”
I am a librarian, NOT a computer troubleshooter.
…but they should becomputer support centers!RelevancyLibrary missionMarketingStaff development
When people choose the library, it says a lot about
their expectations.
Public Perception
Refusing tech support makes the library look irrelevant and unhelpful.
Patrons just need help.
Not their responsibility to know what they can ask of whom.
Familiarity and Effort Go a Long Way
“…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”
▪ – D. Scott Brandt in How Not to Market Your Tech Support
“But I don’t have time.”
Do you have time to do traditional reference?
Triage
One-on-one appointments
Public instruction classes
“But Tech Support/My Boss Won’t Let Me!”
Communicate with Tech Support/Boss
Giving staff access
Giving the public access
What’s in it for the Tech Staff?
Contribution to the library’s mission They learn each department’s function Contribute ideas/projects beyond fixing
broken stuff Staff learns Tech Department’s point of view
Core Competencies
Web Junction: http://www.webjunction.org
Competency Index for the Library Field webjunction.org/compete
ncies
TechAtlas Staff Skills Survey http://www.webjunction.org/tech
atlas
Core Competencies
Attitude Learning how to put it back on you when
patron doesn’t get it Teach without being defensive
Core Competencies
PC basics Knowledge of library’s public
computer setup Ability to fix small problems quickly Help tech support staff identify bigger
issues
Core Competencies
Data management Saving and retrieving information
on any device that stores data File extensions
Core Competencies
Fundamentals of web pages Web browsers Printing - frames Blogs and wikis Plug-ins Displaying languages in various
scripts Not displaying images Blaming the web page vs. blaming
the library
Core Competencies
Internet sources Collection of ready reference sources Online directories and databases Using search engines effectively When to use search engine vs. other
internet source Internet as a workaround to other
problems
Core Competencies
Web 2.0 Social
networking Second Life Gaming Chat Streaming
audio/video
Core Competencies
ILS Awareness of functions outside of department
Fine limit reached = Can’t place hold Hold placed at reference: ready for pickup at
circ? Cataloged as reference = no check-out or holds Cataloged as serial = find current item at
reference Are all parts accounted for at check-in/check-
out? Have all parts been requested?
Tech Training
Integrate departments for shared training
Create a culture of technologyMake technology unavoidable and
relevantDefine tech competency for each
position
The Great Disclaimer
Touching people’s stuff
Sharing information without “advice”
Don’t claim to be expert
Scenario #1
“My laptop won’t connect to the library’s
wi-fi network”
Scenario #2
(For the 5th time today, 5 days in a row, from the
same patron):
“How do I send a file to someone by email?”
Scenario #3
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.
Scenario #4
“I’ve got a stack of 300 old photos. How can I scan
them
…and what do I do with them once they are
scanned?”
Scenario #5 (Bonus Slide!)
“I am supposed to help interview and hire a technology staff person. How do I hire a person that will do the job or be able to work with us when I am not a techie?”
Tech Training Tips
Make tutorials or podcasts Wink, Cam Studio,
ReadtheWords.com
Assign Tech Buddies
Resources for Tech TrainingYouTube.comTeacherTube.comVideoJug.com5min.comeHow.com VideosInstructables.com Tutorialized.comInPics.netMakeUseOf.com
Resources for Tech Training
TechSoup for Libraries http://www.techsoupforlibraries.org/
“Cookbooks” on subjects like: Planning and Decision Making Communication and Partnerships Buying and Deploying Technology Maintaining and Sustaining
Technology Networking and Security Innovation
Resources for Tech Traininghttp://www.webjunction.org Learn about:
Technology planning Performing computer inventories Surveys for determining technology
needs Providing tech support Buying technology Emerging technology Security
Resources for Tech Traininghttp://www.libsuccess.org Library Success: A Best Practices
Wiki Access Implementing Tech in the Library Information Sharing and Education
In Conclusion
Embrace technologyTrain reference staff to support
technologyBe open minded: librarianship is
changingCriteria for library relevancy has also
changed
Tech support IS reference.
Contact Information
Mary Kelly
[email protected]://practicallibrarian.blogspot.comwww.slideshare.com/marykelly48
http://awfullibrarybooks.info