Thingamabobs and Doodads: Tech Support is Reference
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Thingamabobs and Doodads: Why Tech Support IS Reference Mary Kelly & Holly Hibner www.awfullibrarybooks.info www.slideshare.net/marykelly48 www.slideshare.net/hhibner
Thingamabobs and Doodads: Tech Support is Reference
Presentation for Plainview-Old Bethpage Public Library
Citation preview
1. Thingamabobs and Doodads: Why Tech Support IS Reference Mary
Kelly & Holly Hibner www.awfullibrarybooks.info
www.slideshare.net/marykelly48 www.slideshare.net/hhibner
2.
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
3.
4.
Librarians must be knowledgeable not only on information, but
also its packaging and delivery.
5.
I am a librarian, NOT a computer troubleshooter.
6.
Relevancy
Library mission
Marketing
Staff development
When people choose the library, it says a lot about their
expectations.
7.
Refusing help makes the library look irrelevant and
unhelpful.
Patrons just need help.
Not their responsibility to know what they can ask of
whom.
8.
support is about more than just having an answer. Its 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, youre not really
being as supportive as you can
D. Scott Brandt in How Not to Market Your Tech Support
9.
what kinds of questions you will answer
what kinds of people you will wait on
Support your librarys mission!
10.
Do you have time to do traditional reference?
Triage
Tech Aides
One-on-one appointments
Public instruction classes
Prioritize training in off-desk time
Track questions to make a case for more help
11.
Communicate with Tech Support/Boss
Ask them to shadow you
Giving staff access
Giving the public access
Create a troubleshooting blog
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13.
Similar to tax, medical, legal reference
Afraid to give advice
Suggestions:
Buy some equipment for staff to play with
Dont claim to be expert
Make suggestions to patrons
THEY decide what suggestions to take
Have a waiver (less practical)
Create troubleshooting blog
14.
They arent called to help with every little thing
They learn each departments function
Staff learns Tech Departments point of view
They contribute ideas beyond fixing broken stuff
Everyone contributes to the librarys mission
15.
16.
Web Junction:
http://www.webjunction.org
Competency Index for the Library Field
webjunction.org/competencies
TechAtlas Staff Skills Survey
http://www.webjunction.org/techatlas
17.
Attitude
Learning how to put it back on you when patron doesnt get
it
Teach without being defensive
Reference Interview
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PC basics
Knowledge of librarys public computer setup
Ability to fix small problems quickly
Help tech support staff identify bigger issues
19.
Computer Security
Phishing/Pharming
http://www.sonicwall.com/phishing/
Viruses/Worms/Trojans
What are they?
What to do when detected
Safe practices
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Data management
Saving and retrieving information on any device that stores
data
File extensions
21.
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
http://downforeveryoneorjustme.com/
22.
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
Tech Tools for Reference - www.slideshare.net/hhibner
23.
Web 2.0
Facebook
Twitter
Gaming
Chat
Streaming media
24.
ILS
Awareness of functions outside of department
Fine limit reached = Cant 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?
25.
Sussing level of competency in an interview:
Scenario-driven questions
Give them a simple test
Focus on technology to establish culture
Ask them to prepare a technology lesson
Explain core competencies
26.
Integrate departments for shared training
Create a culture of technology
Make technology unavoidable and relevant
Define tech competency for each position
27.
My laptop wont connect to the librarys wi-fi network
28.
(For the 5 th time today, 5 days in a row, from the same
patron):
How do I send a file to someone by email?
29.
Its 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 doesnt know anything about
that interweb but she heard you could get coupons online.
30.
Ive got a stack of 300 old photos. How can I scan them
and what do I do with them once they are scanned?
31.
Id like to order this item from my granddaughters birthday. Its
only available at this online store. Can you help me place an order
with my credit card?
32.
Ive been laid off. I need to file for unemployement and upload
a resume to the state job search site. Ive never used a computer
before.
33.
Prescious Snowflake got a Webkinz for his birthday. He has to
go online to register it. It looks more complicated than filing for
unemployment.
34.
Make tutorials or podcasts
Wink, Cam Studio, ReadtheWords.com
Assign Tech Buddies
35.
YouTube.com
TeacherTube.com
VideoJug.com
5min.com
eHow.com Videos
Instructables.com
Tutorialized.com
InPics.net
MakeUseOf.com
36.
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
37.
http://www.webjunction.org
Learn about:
Technology planning
Performing computer inventories
Surveys for determining technology needs
Providing tech support
Buying technology
Emerging technology
Security
38.
http://www.libsuccess.org
Library Success: A Best Practices Wiki
Access
Implementing Tech in the Library
Information Sharing and Education
39.
Embrace technology
Train reference staff to support technology
Be open minded: librarianship is changing
Criteria for library relevancy has also changed
Tech support IS reference.
40. Mary Kelly [email_address]
http://practicallibrarian.blogspot.com
www.slideshare.net/marykelly48 Holly Hibner [email_address]
http://hhibner.blogspot.com www.slideshare.net/hhibner
http://awfullibrarybooks.info