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Tech Support Is Reference
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Transcript of Tech Support Is Reference
Holly [email protected]
Mary [email protected]
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 [email protected]://hhibner.blogspot.com www.slideshare.com/hhibner
Mary [email protected]://practicallibrarian.blogspot.comwww.slideshare.com/marykelly48
http://awfullibrarybooks.info