Holly Hibnerhhibner@plymouthlibrary.org

Mary Kellymkelly@ssldl.info

www.slideshare.net/hhibnerwww.slideshare.net/marykelly48

“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

Librarians must be experts not only on information, but also its

packaging and delivery.

I am a librarian, NOT a computer troubleshooter.

RelevancyLibrary missionMarketingStaff development

When people choose the library, it says a lot about

their expectations.

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.

“…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

Do you have time to do traditional reference?

Triage

One-on-one appointments

Public instruction classes

Communicate with Tech Support/Boss

Giving staff access

Giving the public access

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

Web Junction:

Competency Index for the Library Field webjunction.org/

competencies

TechAtlas Staff Skills Survey http://www.webjunction.org/

techatlas

Attitude Learning how to put it back on you when

patron doesn’t get it Teach without being defensive

PC basics Knowledge of library’s public

computer setup Ability to fix small problems quickly Help tech support staff identify bigger

issues

Data management Saving and retrieving information

on any device that stores data File extensions

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

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

Web 2.0 Social

networking Second Life Gaming Chat Streaming

audio/video

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?

Integrate departments for shared training Create a culture of technology Make technology unavoidable, but relevant Define tech competency for each position

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?”

Make tutorials or podcasts Wink, Cam Studio,

ReadtheWords.com

Assign Tech Buddies

YouTube.comTeacherTube.comVideoJug.com5min.comeHow.com VideosInstructables.com Tutorialized.comInPics.netMakeUseOf.com

http://www.maintainitproject.org “Cookbooks” on subjects like:

Planning and Decision Making Communication and Partnerships Buying and Deploying Technology Maintaining and Sustaining Technology Networking and Security Innovation

http://www.webjunction.org Learn about:

Technology planning Performing computer inventories Surveys for determining technology

needs Providing tech support Buying technology Emerging technology Security

http://www.libsuccess.org Library Success: A Best Practices

Wiki Access Implementing Tech in the Library Information Sharing and Education

Embrace technologyTrain reference staff to support

technologyBe open minded: librarianship is

changingCriteria for library relevancy has also

changed

Tech support IS reference.

Holly Hibnerhhibner@plymouthlibrary.orghttp://hhibner.blogspot.com www.slideshare.com/hhibner

Mary Kellymkelly@ssldl.infohttp://practicallibrarian.blogspot.comwww.slideshare.com/marykelly48

http://awfullibrarybooks.info