Thingamabobs and Doodads:Why Tech Support IS Reference     Mary Kelly & Holly Hibner    http://awfullibrarybooks.net  www....
 “Information contact which involves the knowledge, use, recommendations, interpretation, or instruction in the use of …i...
Image: http://randwick-computer-repairs.pcrestorer.net
 Librarians must be knowledgeable  not only on information, but also     its packaging and delivery.                     ...
I am a librarian, NOT a computer troubleshooter.                                  Image: http:// expressresponse.com
 Relevancy Library mission Marketing Staff development    When people choose the library, it    says a lot about their...
 Refusing help makes the library look irrelevant and unhelpful. Patrons just need help. Not their responsibility to kno...
   “…support is about more than just having    an answer. It’s having an answer that    someone can use. If someone is fr...
   …what kinds of questions you will answer   …what kinds of people you will wait on                                Imag...
   Do you have time to do traditional reference?   Triage   Tech Aides   One-on-one appointments   Public instruction...
   Communicate with Tech Support/Boss   Ask them to shadow you   Giving staff access   Giving the public access   Cre...
   Similar to tax, medical, legal reference     Afraid to give “advice”Suggestions: Buy some equipment for staff to pla...
 They aren’t called to help with every little thing They learn each department’s function Staff learns Tech Department’...
   Web Junction:     http://www.webjunction.org   Competency Index for the    Library Field     webjunction.org/compet...
   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 ...
   Computer Security     Phishing/Pharming        ▪ http://www.sonicwall.com/phishing/       Viruses/Worms/Trojans    ...
    Data management          Saving and retrieving information on any           device that stores data          File e...
   Fundamentals of web pages                                       Image: http://organiseyoursite.com.au     Web browser...
   Internet sources     Collection of ready reference sources     Online directories and databases     Using search en...
   Social Web     Facebook     Twitter     Gaming     Chat                 Image: http://theage.com.au
 ILS Awareness of functions outside of department   Fine limit reached = Can’t place hold   Hold placed at reference: ...
   Determining level of competency in an interview:     Scenario-driven questions     Give them a simple test     Focu...
   Integrate departments for shared training   Create a culture of technology   Make technology unavoidable and relevan...
“My laptop won’t connect to the library’s wi-fi network”
(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?”
It’s 4:00pm on a weekday. Thecomputers are filled up. The referencedesk is hopping. A line is forming. Thephone is ringing...
“I’ve got a stack of 300 oldphotos. How can I scan them…and what do I do with them  once they are scanned?”
“I’d like to order this item for my   granddaughter’s birthday. It’s    only available at this online store. Can you help ...
    Make tutorials or podcasts               Wink, Cam Studio, Jing                                                     ...
 YouTube.com TeacherTube.com VideoJug.com 5min.com eHow.com Videos Instructables.com Tutorialized.com InPics.net ...
   TechSoup for Libraries     http://www.techsoupforlibraries.org/   “Cookbooks” on subjects like:     Planning and De...
   http://www.webjunction.org   Learn about:     Technology planning     Performing computer inventories     Surveys ...
   Embrace technology   Train reference staff to support technology   Be open minded: librarianship is changing   Crit...
Mary Kelly & Holly HibnerTwitter: @awfullibbooks, @hhibner, @librarymary40         submit@awfullibrarybooks.net      www.s...
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Thingamabobs and Doodads: Tech Support IS Reference

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Presentation given at the 2012 Michigan Library Association Annual Conference

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Thingamabobs and Doodads: Tech Support IS Reference

  1. 1. Thingamabobs and Doodads:Why Tech Support IS Reference Mary Kelly & Holly Hibner http://awfullibrarybooks.net www.slideshare.net/awfullibrarybooks
  2. 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. 3. Image: http://randwick-computer-repairs.pcrestorer.net
  4. 4.  Librarians must be knowledgeable not only on information, but also its packaging and delivery. Image: http://cellphonebattles.com Image: http://amazon.com
  5. 5. I am a librarian, NOT a computer troubleshooter. Image: http:// expressresponse.com
  6. 6.  Relevancy Library mission Marketing Staff development When people choose the library, it says a lot about their expectations.
  7. 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. Image: http:// mccinformer.wordpress.com
  8. 8.  “…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
  9. 9.  …what kinds of questions you will answer …what kinds of people you will wait on Image: http:// vercors.univ-savoie.fr
  10. 10.  Do you have time to do traditional reference? Triage Tech Aides One-on-one appointments Public instruction classes Image: http://artofmanliness.com Prioritize training in off-desk time Track questions to make a case for more help
  11. 11.  Communicate with Tech Support/Boss Ask them to shadow you Giving staff access Giving the public access Create a troubleshooting blog Image: http://clipartheaven.com
  12. 12.  Similar to tax, medical, legal reference  Afraid to give “advice”Suggestions: Buy some equipment for staff to play with Don’t claim to be expert Make suggestions to patrons  THEY decide what suggestions to take Have a waiver (less practical) Create troubleshooting blog
  13. 13.  They aren’t called to help with every little thing They learn each department’s function Staff learns Tech Department’s point of view They contribute ideas beyond fixing broken stuff Everyone contributes to the library’s mission
  14. 14.  Web Junction:  http://www.webjunction.org Competency Index for the Library Field  webjunction.org/competencies TechAtlas Staff Skills Survey  http://webjunction.techatlas.org/tools
  15. 15.  Attitude  Learning how to put it back on you when patron doesn’t get it  Teach without being defensive Image: http://bffwebsite.wordpress.com  Reference Interview
  16. 16.  PC basics  Knowledge of library’s public computer setup  Ability to fix small problems quickly  Help tech support staff identify bigger issues Image: http://mycarefreepc.com
  17. 17.  Computer Security  Phishing/Pharming ▪ http://www.sonicwall.com/phishing/  Viruses/Worms/Trojans  What are they?  What to do when detected  Safe practices Image: http://computertipsplus.com
  18. 18.  Data management  Saving and retrieving information on any device that stores data  File extensionsImage: http://howstuffworks.com Image: http://dpreview.com Image: http://blog.frankvh.com Image: http://usbt.net
  19. 19.  Fundamentals of web pages Image: http://organiseyoursite.com.au  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/
  20. 20.  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
  21. 21.  Social Web  Facebook  Twitter  Gaming  Chat Image: http://theage.com.au
  22. 22.  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?
  23. 23.  Determining 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 Image: http://tempaystaffingtimes.com
  24. 24.  Integrate departments for shared training Create a culture of technology Make technology unavoidable and relevant Define tech competency for each position Image: http://rockmartlibrary.org
  25. 25. “My laptop won’t connect to the library’s wi-fi network”
  26. 26. (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?”
  27. 27. It’s 4:00pm on a weekday. Thecomputers are filled up. The referencedesk is hopping. A line is forming. Thephone is ringing. A very sweet elderlypatron says she doesn’t know anything about “that interweb” but she heard you could get coupons online.
  28. 28. “I’ve got a stack of 300 oldphotos. How can I scan them…and what do I do with them once they are scanned?”
  29. 29. “I’d like to order this item for my granddaughter’s birthday. It’s only available at this online store. Can you help me place an order with my credit card?”
  30. 30.  Make tutorials or podcasts  Wink, Cam Studio, Jing Image: http://huilvsay.comImage: http://www.flickr.com/photos/abletoven/3223086466/
  31. 31.  YouTube.com TeacherTube.com VideoJug.com 5min.com eHow.com Videos Instructables.com Tutorialized.com InPics.net MakeUseOf.com
  32. 32.  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
  33. 33.  http://www.webjunction.org Learn about:  Technology planning  Performing computer inventories  Surveys for determining technology needs  Providing tech support  Buying technology  Emerging technology  Security
  34. 34.  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.
  35. 35. Mary Kelly & Holly HibnerTwitter: @awfullibbooks, @hhibner, @librarymary40 submit@awfullibrarybooks.net www.slideshare.net/awfullibrarybooks http://awfullibrarybooks.net
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