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eBook	  Instruc-on	  and	    Troubleshoo-ng
readBefore	  you	  even	  get	  started:-­‐	  We	  live	  in	  an	  age	  that	  says	  that	  user	  manuals	  are	  for	...
ReadBefore	  you	  even	  get	  started:-­‐	  We	  live	  in	  an	  age	  that	  says	  that	  user	  manuals	  are	  for	...
READ!Before	  you	  even	  get	  started:-­‐	  We	  live	  in	  an	  age	  that	  says	  that	  user	  manuals	  are	  for...
pracKceOnce	  you’ve	  read	  everything	  practice	  with	  whatever	  you	  have	  at	  hand.	  -­‐	  You	  don’t	  need...
PracKceOnce	  you’ve	  read	  everything	  practice	  with	  whatever	  you	  have	  at	  hand.	  -­‐	  You	  don’t	  need...
PRACTICE!Once	  you’ve	  read	  everything	  practice	  with	  whatever	  you	  have	  at	  hand.	  -­‐	  You	  don’t	  ne...
Taken	  with	  permission	  from	  the	  Blue	  Skunk	  Blog:	                  h"p://doug-­‐johnson.squarespace.com/blue-...
Classes offer a lot of                     advantages                                                                     ...
Individual	  InstrucKonHave	  you	  considered	  one-­‐on-­‐ones?Pros-­‐	  Patrons	  with	  laptops	  walk	  away	  with	 ...
Individual	  InstrucKonHave	  you	  considered	  one-­‐on-­‐ones?Pros-­‐	  Patrons	  with	  laptops	  walk	  away	  with	 ...
EffecKve	  Teaching	  Tools	  in	  PrintThese	  are	  some	  of	  the	  most	  common	  tools	  that	  you’re	  find.	  -­‐...
EffecKve	  Nonprint	  Teaching	  ToolsThese	  can	  be	  accessed	  anywhere	  by	  anyone.
1.	  Start	  with	                whatever	  is	               given	  to	  you.I	  tend	  to	  pish-­‐posh	  the	  materi...
2.	  Check	  Out	  Other	  LibrariesI’ve	  put	  together	  a	  small	  list	  of	  sample	  handouts	  from	  different	 ...
3.	  Ask	  Yourself	                                                                                         Some	  Ques-o...
4.	  Re-­‐evaluate	                      the	  samples	                       from	  other	                            lib...
5.	  Write	  a	  DraMDraft!	  Give	  yourself	  a	  deadline	  –	  even	  if	  there	  is	  no	  deadline	  in	  the	  for...
6.	  Give	  your	  draM	  to	  someone	  who	                    has	  never	  downloaded	  an	  eBook(For	  a	  public	  ...
7.	  Get	  FeedbackYou	  can	  do	  a	  formal	  feedback	  process,	  “After	  you	  try	  this,	  can	  you	  please	  f...
8.	  ReviseUse	  the	  feedback	  to	  revise
9.	  Get	  New	  TechnologyThen,	  just	  around	  the	  same	  moment	  that	  you’ve	  finally	  created	  a	  quality	 ...
10.	  ReviseAnd	  you’ll	  have	  to	  revise	  again.
Lather                                                                                                       Rinse        ...
Guidelines	  for	  Print	  ToolsMore	  rules!	  
Put	  your	  contact	  informaKon	  Seriously.	  Everywhere!It’s	  a	  safety	  net	  for	  patrons	  who	  have	  a	  har...
Know	  Your	  AudienceCollege	  students	  and	  senior	  citizens	  (generally)	  have	  different	  needs	  when	  it	  ...
Throw	  Out	  Your	  Handouts	  Technology	  changes	  fast!	  Throw	  out	  your	  handouts	  once	  a	  year.One	  year	...
Crea-ng	  Non-­‐                                                                                          Print	  Material...
TRAIN	                         STAFF!Moreso	  than	  patrons,	  staff	  need	  to	  understand	  and	  feel	  comfortable	...
pracKceSeriously!	  Practice!
PracKceSeriously!	  Practice!
PRACTICE!Seriously!	  Practice!
TroubleshooKngThis	  is	  largely	  the	  bane	  of	  the	  existence	  of	  every	  librarian	  that	  I	  have	  met	  w...
Taken	  from	  XKCD:                                                                                                      ...
InformaKon	               to	  Gather	               Before	  You	               StartThings	  to	  get	  from	  a	  patro...
95%	  of	  TroubleshooKng	  QuesKons	                                     are	  PEBKACProblem	  Exists	  Between	  Keyboar...
Forums	  can	  be	  your	  friends!All	  these	  things	  are	  your	  friends-­‐	  Google-­‐	  Your	  vendor’s	  help	  s...
-­‐Do	  your	  best	  to	  do	  every	  step	  with	  them	  the	  computer	  in	  front	  of	  you-­‐When	  you’re	  unsu...
TroubleshooKng          Don’t	  be	  afraid	  to	  admit	  defeat.	            Get	  the	  patron’s	  contact	  informatio...
General	                                                                                                           Informa...
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Transcript of "MLA - eBook Instruction and Troubleshooting"

  1. 1. eBook  Instruc-on  and   Troubleshoo-ng
  2. 2. readBefore  you  even  get  started:-­‐  We  live  in  an  age  that  says  that  user  manuals  are  for  suckers-­‐  But  they  are  produced  for  a  reason-­‐  In  that  poorly  written  book  (or  website),  is  a  world  of  knowledge  that  you  may  need  to  know  –  and  you  don’t  want  to  be  flipping  through  for  it  later.Read  everything  you  can1.About  your  services  that  you  offer2.About  the  devices  that  can  be  used3.About  other  libraries  that  have  used  the  same  system!
  3. 3. ReadBefore  you  even  get  started:-­‐  We  live  in  an  age  that  says  that  user  manuals  are  for  suckers-­‐  But  they  are  produced  for  a  reason-­‐  In  that  poorly  written  book  (or  website),  is  a  world  of  knowledge  that  you  may  need  to  know  –  and  you  don’t  want  to  be  flipping  through  for  it  later.Read  everything  you  can1.About  your  services  that  you  offer2.About  the  devices  that  can  be  used3.About  other  libraries  that  have  used  the  same  system!
  4. 4. READ!Before  you  even  get  started:-­‐  We  live  in  an  age  that  says  that  user  manuals  are  for  suckers-­‐  But  they  are  produced  for  a  reason-­‐  In  that  poorly  written  book  (or  website),  is  a  world  of  knowledge  that  you  may  need  to  know  –  and  you  don’t  want  to  be  flipping  through  for  it  later.Read  everything  you  can1.About  your  services  that  you  offer2.About  the  devices  that  can  be  used3.About  other  libraries  that  have  used  the  same  system!
  5. 5. pracKceOnce  you’ve  read  everything  practice  with  whatever  you  have  at  hand.  -­‐  You  don’t  need  lots  of  fancy  devices  to  see  how  it  works.-­‐  You  don’t  need  to  try  every  type  of  book  with  every  device-­‐  Share  what  you’ve  learned  with  others  and  they’ll  share  with  you…practice,  practice,  practice1.With  books  from  every  resource2.With  every  format3.With  every  device  that  you  can
  6. 6. PracKceOnce  you’ve  read  everything  practice  with  whatever  you  have  at  hand.  -­‐  You  don’t  need  lots  of  fancy  devices  to  see  how  it  works.-­‐  You  don’t  need  to  try  every  type  of  book  with  every  device-­‐  Share  what  you’ve  learned  with  others  and  they’ll  share  with  you…practice,  practice,  practice1.With  books  from  every  resource2.With  every  format3.With  every  device  that  you  can
  7. 7. PRACTICE!Once  you’ve  read  everything  practice  with  whatever  you  have  at  hand.  -­‐  You  don’t  need  lots  of  fancy  devices  to  see  how  it  works.-­‐  You  don’t  need  to  try  every  type  of  book  with  every  device-­‐  Share  what  you’ve  learned  with  others  and  they’ll  share  with  you…practice,  practice,  practice1.With  books  from  every  resource2.With  every  format3.With  every  device  that  you  can
  8. 8. Taken  with  permission  from  the  Blue  Skunk  Blog:   h"p://doug-­‐johnson.squarespace.com/blue-­‐skunk-­‐blog/2011/3/22/differen>ated-­‐instruc>on-­‐libraries-­‐invented-­‐it.htmlDifferentiated  instruction  (differentiated  learning)  involves  providing  students  with  different  avenues  to  acquiring  content;  to  processing,  constructing,  or  making  sense  of  ideas;  and  to  developing  teaching  materials  so  that  all  students  within  a  classroom  can  learn  effectively,  regardless  of  differences  in  ability.  Wikipedia-­‐  This  doesn’t  just  apply  to  school  libraries  –  Any  libraries  where  instruction  is  a  part  of  your  mission,  you  need  to  learn  to  differentiate  learning.  “DEVELOPING  TEACHING  MATERIALS  SO  THAT  ALL  STUDENTS  WITHIN  A  CLASSROOM  CAN  LEARN  EFFECTIVELY”-­‐  This  includes  teaching  patrons  how  to  best  use  the  resources  that  we  offer  them.
  9. 9. Classes offer a lot of advantages And a lot of disadvantages…These  are  one  of  the  most  common  types  of  instruction  available  to  libraries.Classes  come  in  two  (2)  types:  Interactive  and  LectureInteractivePros1.Great  if  you  have  a  computer  lab2.Great  if  you  have  devices  to  share3.People  are  more  engaged  and  learn  better  if  they  can  followCons1.Not  everyone  starts  at  the  same  level2.It’s  hard  to  follow  along  and  work  at  the  same  time3.Be  prepared  for  chaosLecturePros1.Easy  to  control2.No  extra  technology  necessaryCons1.  Some  patrons  won’t  learn  as  well
  10. 10. Individual  InstrucKonHave  you  considered  one-­‐on-­‐ones?Pros-­‐  Patrons  with  laptops  walk  away  with  everything  downloaded-­‐  Everything  is  customized  to  the  patron  –  mac/pc,  you  can  add  linked  bookmarks-­‐  You  get  to  go  at  the  patron’s  pace-­‐  Everything  is  hands  on-­‐  Patrons  feel  special-­‐  Great  for  patrons  who  are  not  good  with  computers-­‐  They  help  patrons  to  get  to  know  staff  one-­‐on-­‐one  –  creating  bonds  and  more  engaged  library  usersCons-­‐  This  takes  a  lot  of  staff  time  and  energy-­‐  Staff  have  to  be  prepared  to  deal  with  anything,  including  computers  and  devices  that  they  have  never  seen
  11. 11. Individual  InstrucKonHave  you  considered  one-­‐on-­‐ones?Pros-­‐  Patrons  with  laptops  walk  away  with  everything  downloaded-­‐  Everything  is  customized  to  the  patron  –  mac/pc,  you  can  add  linked  bookmarks-­‐  You  get  to  go  at  the  patron’s  pace-­‐  Everything  is  hands  on-­‐  Patrons  feel  special-­‐  Great  for  patrons  who  are  not  good  with  computers-­‐  They  help  patrons  to  get  to  know  staff  one-­‐on-­‐one  –  creating  bonds  and  more  engaged  library  usersCons-­‐  This  takes  a  lot  of  staff  time  and  energy-­‐  Staff  have  to  be  prepared  to  deal  with  anything,  including  computers  and  devices  that  they  have  never  seen
  12. 12. EffecKve  Teaching  Tools  in  PrintThese  are  some  of  the  most  common  tools  that  you’re  find.  -­‐  They  can  be  handed  to  patrons  –  no  extra  help  needed-­‐  They  can  be  posted  online-­‐  They  can  be  given  out  in  classes-­‐  You  can  have  one  type  of  print  tool  or  many,  for  one  resource,  or  them  all  put  together
  13. 13. EffecKve  Nonprint  Teaching  ToolsThese  can  be  accessed  anywhere  by  anyone.
  14. 14. 1.  Start  with   whatever  is   given  to  you.I  tend  to  pish-­‐posh  the  materials  given  to  me  by  the  manufacturer  of  my  digital  resourcesCons-­‐  They’re  not  customized  to  your  library-­‐  They  don’t  always  work  well  for  patronsPros-­‐  But  they  are  a  valuable  tool-­‐  If  nothing  else,  they  are  a  place  to  start-­‐  And  for  libraries  that  don’t  have  the  time  or  staff  to  create  their  own  materials,  these  can  be  invaluable-­‐  They  also  come  in  handouts,  multimedia,  sometimes  pre-­‐created  presentations
  15. 15. 2.  Check  Out  Other  LibrariesI’ve  put  together  a  small  list  of  sample  handouts  from  different  public  and  university  libraries  in  Michigan:Check  out  what  other  libraries  have  done:-­‐Baldwin-­‐NYPL-­‐Kent  District  Library-­‐Wayne  State  University*-­‐Ferris-­‐Michigan  State  University  (this  does  not  denote  an  endorsement  of  this  University)Baldwin,  if  you  check  does,  three  double-­‐sided  sheets,  each  with  step-­‐by-­‐step  instructions  for  doing  a  specific  task  (downloading  an  eBook,  an  eAudiobook,  or  downloading  to  a  mobile  device)Special  props  to  Wayne  State  University  -­‐  they  do  something  different.  They  do  a  packet  which  answers  a  variety  of  questions  about  eBrary  using  screenshots  and  instructions.Both  are  valid  ways  to  present  instructions,  and  both  work  for  different  reasons.  The  way  that  you  find  out  how  things  will  work  for  you  is….
  16. 16. 3.  Ask  Yourself   Some  Ques-ons…By  whom  will  this  guide  be  used?Do  I  want  to  break-­‐up  materials:  -­‐  eBooks  vs.  eAudiobooks-­‐  NetLibrary  vs.  eBrary-­‐  Sony  Reader  vs.  Barnes  and  Noble  NookHow  long  do  I  want  the  guide  to  be?How  am  I  planning  upon  distributing  my  guide?Is  it  a  supplement  to  a  class?Will  any  patron  be  able  to  use  it  to  accomplish  the  task  –  i.e.  someone  with  no  experience?Do  you  want  to  includes  visuals?How  specific  do  you  need  this  to  be?
  17. 17. 4.  Re-­‐evaluate   the  samples   from  other   librariesOnce  you’ve  answer  these  questions,  you  need  to  go  back  at  look  at  the  handouts  that  you’ve  seen  from  other  libraries.  Some  handouts  that  you  thought  were  great,  might  not  be  what  your  library  needs-­‐  For  example,  I  started  working  on  something  like  what  Wayne  State  has,  but  realized  that  we  needed  to  be  able  to  hand  these  items  to  our  patrons,  and  we  don’t  have  the  resources  to  print  them  a  book-­‐  So  I  had  to  tone  it  down
  18. 18. 5.  Write  a  DraMDraft!  Give  yourself  a  deadline  –  even  if  there  is  no  deadline  in  the  foreseeable  future.  The  sooner  that  you  can  produce  quality  materials  the  better
  19. 19. 6.  Give  your  draM  to  someone  who   has  never  downloaded  an  eBook(For  a  public  library)  I  would  normally  give  it  to  two  people:1.A  person  who  is  good  with  computers2.A  person  who  is  terrible  with  computersPeople  most  often  go  looking  for  handouts  like  these  when  they’ve  never  done  something  before,  or  even  more  likely,  when  they’ve  tried  to  do  something  and  failed.  The  best  way  to  ensure  success  is  to  test  it  with  people  with  a  wide  range  of  technological  literacy
  20. 20. 7.  Get  FeedbackYou  can  do  a  formal  feedback  process,  “After  you  try  this,  can  you  please  fill  out  this  evaluation”.Or  you  can  do  an  informal  feedback  process.  I  would  start  by  asking  the  question,  “Did  this  work”.
  21. 21. 8.  ReviseUse  the  feedback  to  revise
  22. 22. 9.  Get  New  TechnologyThen,  just  around  the  same  moment  that  you’ve  finally  created  a  quality  product,  your  user  interface  will  change  or  your  eResources  will  start  to  work  with  a  new  type  of  technology
  23. 23. 10.  ReviseAnd  you’ll  have  to  revise  again.
  24. 24. Lather Rinse RepeatContinue  to  re-­‐draft  and  re-­‐evaluate.  Technology  is  malleable,  so  our  training  materials  also  have  to  be  malleable.
  25. 25. Guidelines  for  Print  ToolsMore  rules!  
  26. 26. Put  your  contact  informaKon  Seriously.  Everywhere!It’s  a  safety  net  for  patrons  who  have  a  hard  time.  You  can  put  your  main  library  phone  number  or  email,  or  your  direct  line  and  email.  It  doesn’t  matter.  Even  if  patrons  never  use  it,  they’ll  thank  you  for  it.There  is  nothing  more  frustrating  than  becoming  overwhelmed  by  something,  and  then  not  being  able  to  find  someone  who  can  help
  27. 27. Know  Your  AudienceCollege  students  and  senior  citizens  (generally)  have  different  needs  when  it  comes  to  technology.  If  you  have  to  create  materials  for  a    variety  of  types  of  users,  bear  that  in  mind  when  creating  them.  It  might  be  worth  having  several  different  types  of  materials  (even  if  all  you  do  is  create  on  that  is  Large  Print).We  are  starting  to  see  more  and  more  elderly,  computer-­‐illiterate  people  taking  our  eBooks  classes.  Because  with  new  eReaders  –  they  have  eInk  (easy  on  the  eyes)  and  ePub  books  have  changeable  font  sizes  (great  is  you  need  large  print).    Their  kids  will  buy  them  the  reader,  and  then  they  have  to  figure  out  how  to  use  them.  They’re  on  fixed  incomes  so  they  need  the  library  books.  Help!  In  this  case,  we  often  get  any  local  relatives  involved.  We’ll  teach  you  both  together,  and  then  you  can  work  with  one  another  to  get  what  you  need.
  28. 28. Throw  Out  Your  Handouts  Technology  changes  fast!  Throw  out  your  handouts  once  a  year.One  year  is  enough  time  …for  technology  is  change  considerably  (for  example  –  all  of  your  NetLibrary  handouts  will  have  to  go  soon,  as  EBSCO  takes  over  NetLibrary)…to  get  good  feedback  on  any  materials  that  you’ve  createdYou  don’t  have  to  scrap  them  completely,  but  some  years  you  might  want  to.
  29. 29. Crea-ng  Non-­‐ Print  MaterialsNon-­‐Print  would  include  videos,  screencaptures,  podcasts,  and  so  much  more!1. Start  with  whatever  is  given  to  you  by  your  publisher/aggregator2. Check  out  what  other  libraries  have  done: • Try  this  playlist  for  ideas:  http://www.youtube.com/user/kathrynabergeron#grid/user/ 74E9117DBE13F511  3. Don’t  be  afraid  to  try  something  new • http://www.youtube.com/watch?v=z9x4JpgoO4I • A  work  in  progressThese  work  great  for  patrons  who  don’t  learn  well  from  print  materials.  Screenshot  Video  Tools • Snagit • Jing • Camstudio • Copernicus
  30. 30. TRAIN   STAFF!Moreso  than  patrons,  staff  need  to  understand  and  feel  comfortable  using  eBooks-­‐Train  staff! -­‐  Create  a  mandatory  eBooks  class  for  staff -­‐  Create  training  materials  just  for  staff -­‐  Set  goals  for  staff -­‐  Download  three  books  this  week -­‐  Download  a  book  every  monthThese  have  to  be  set  by,  and  enforced  by  management.  It  is  the  single  most  effective  way  to  create  a  happy  and  helpful  atmosphere  around  your  eBooks.  If  staff  feel  comfortable,  then  patrons  feel  comfortable.  If  staff  complain  about  how  hard  it  is,  and  they  get  passed  to  three  staff  members  before  their  question  is  answered,  you  will  not  instill  confidence  in  your  patrons.
  31. 31. pracKceSeriously!  Practice!
  32. 32. PracKceSeriously!  Practice!
  33. 33. PRACTICE!Seriously!  Practice!
  34. 34. TroubleshooKngThis  is  largely  the  bane  of  the  existence  of  every  librarian  that  I  have  met  with  eBooks.-­‐You  don’t  have  access  to  every  device-­‐Often  you  can’t  see  what  problem  the  patron  is  having  (they’re  on  the  phone  or  talking  to  you  after  the  face)-­‐It’s  a  tear  your  hair  out  moment
  35. 35. Taken  from  XKCD: h"p://xkcd.com/627/First-­‐off:  There  are  not  eBook  Technical  professionals  in  libraries.  If  you  are  the  person  who  knows  eBooks  or  if  you  have  a  person  who  knows  eBooks,  this  is  exactly  what  they  do.Mouseover:  “Hey  Megan,  it’s  your  father.  How  do  I  print  a  flowchart?”
  36. 36. InformaKon   to  Gather   Before  You   StartThings  to  get  from  a  patron  (stolen  from  Overdrive,  but  honestly,  the  best  list  I’ve  seen)Patron’s  Library  Card  Number/ID/Other  Login  InformationTitle  and  format  of  problem  mediaPatron’s  Operating  SystemPatron’s  Browser  and  Version  NumberDevice  that  the  patron  is  usingText  of  any  error  messages
  37. 37. 95%  of  TroubleshooKng  QuesKons   are  PEBKACProblem  Exists  Between  Keyboard  and  ChairKeep  a  list  of  problem  questions  and  answers  for  patrons:Ex:  My  audiobook  won’t  download  (On  Overdrive):  Did  you  perform  the  Windows  Media  Player  Security  Upgrade?Ex:  My  audiobook  won’t  transfer  to  my  iPod  (On  Overdrive):  Did  you  check  manually  manage  music?Double  check  everything:-­‐  What  website  are  they  on?  (This  is  a  multi-­‐part  question  and  essential  to  good  -­‐  What  format  is  the  book?-­‐  What  type  of  device  are  they  using?-­‐  Have  they  done  all  of  the  necessary  steps  to  set-­‐up  their  software/device?
  38. 38. Forums  can  be  your  friends!All  these  things  are  your  friends-­‐  Google-­‐  Your  vendor’s  help  site-­‐  Forums  (*gasp*)-­‐  Coworkers-­‐  Your  vendor’s  help  site/email-­‐  Your  actual  friends
  39. 39. -­‐Do  your  best  to  do  every  step  with  them  the  computer  in  front  of  you-­‐When  you’re  unsure  as  to  what  they  are  seeing,  ask  them  to  identify  three  things  on  the  webpage  that  they’re  on,  and  make  sure  you’re  on  the  same  page/piece  of  software-­‐Let  them  do  the  talking,  you  do  the  instructing-­‐Don’t  be  afraid  to  tell  them  that  you  can’t  help  them  over  the  phone,  but  be  prepared  to  tell  them  when  you  will  be  able  to  help  them.
  40. 40. TroubleshooKng Don’t  be  afraid  to  admit  defeat.   Get  the  patron’s  contact  information  and  call  them  back As  a  co-­‐worker  first,  sometimes  you  just  need  a  new  perspective  on  a  persistent  problem Every  vendor  has  a  support  site,  and  they  have  more  experience  with  complicated  problemsHas  your  library/consortium  considered  creating  troubleshooting  tools? Create  a  wiki  for  when  you  have  problems. What  about  discussing  books  at  your  next  staff  meeting  or  consortium  meeting?
  41. 41. General   InformaKonMake  it  known  that  you’ll  take  donations  of  other  technology Early  adopters  move  on  quickly,  the  iPhone  3GS  might  be  old  to  them,  but  it  will  work  perfectly  for   you.  Do  not  be  afraid.   It  takes  a  lot  to  break  a  computer  or  an  eReaderAsk  for  help When  you  need  it,  ask  for  help!

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