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The Technology-Based ReferenceInterview              NHLA 2011
Deep breath... Relax.   It’s just technology.
Our Goal• To welcome technology-  based reference questions  from patrons
What business are we
Are we in the bookbusiness?Historically, books were valuable.We protected the books.Books contained knowledge,information.
Librarianshipreally isn’t about“protecting”books. Is it?
Are we in thethe informationbusiness?Books contain information.But now information is found inmore places than just books.
Are we in the computerbusiness?It feels like it...
Are we in theentertainmentbusiness?We offer novels, DVDs, videogames, storytimes, showmovies, present performers,etc.
What business are we really in?
We are in the PEOPLE             business!
Customer Service &      Community
Why Gadgets?
Why Gadgets?• People have gadgets.
Why Gadgets?• People have gadgets.• People use these gadgets  to get the services we  provide.
Why Gadgets?• People have gadgets.• People use these gadgets  to get the services we  provide.• The services we provide  w...
Why Gadgets?• People have gadgets.• People use these gadgets  to get the services we  provide.• The services we provide  w...
Not so much.
Whoa! Wait a minute.• There are a lot of gadgets out there!• There’s no way we can deal with all of these.
Our excuses
Our excuses• I’m not a techie.
Our excuses• I’m not a techie.• I don’t even have a smart phone.
Our excuses• I’m not a techie.• I don’t even have a smart phone.• I’ve never read an eBook.
Our excuses• I’m not a techie.• I don’t even have a smart phone.• I’ve never read an eBook.• I’m afraid I’ll break it.
Our excuses• I’m not a techie.• I don’t even have a smart phone.• I’ve never read an eBook.• I’m afraid I’ll break it.• I ...
Our excuses• I’m not a techie.• I don’t even have a smart phone.• I’ve never read an eBook.• I’m afraid I’ll break it.• I ...
Tip #1When confronted with a techquestion, don’t dwell on the   tech and think like a        librarian.
Why You Can Do Tech Reference...
Why You Can Do Tech Reference...• You are smart.
Why You Can Do Tech Reference...• You are smart.• You already research so many different things for people.
Why You Can Do Tech Reference...• You are smart.• You already research so many different things for people.• None of us ar...
Why You Can Do Tech Reference...• You are smart.• You already research so many different things for people.• None of us ar...
Why You Can Do Tech Reference...• You are smart.• You already research so many different things for people.• None of us ar...
Why you shouldIt rocks making peoplehappy!
You got resources!
The Blog   nhdbooks.blogspot.com
Help Instructions   nh.lib.overdrive.com
Compatible Deviceshttp://nh.lib.overdrive.com>> Supported Readers &Players
GoogleGoogling the error messageand the service (OverDrive orAdobe Digital Editions) canoften provide excellentsolutions.
MobileRead ForumsThe forums are loaded withquestions and solutions toeBook problems!
And how about your fellow NH librarians?Aren’t we always asking each other for helpwith other topics? Why not technology?
The reference interview
Traditional
Traditional• Greet the patron
Traditional• Greet the patron• Listen to question
Traditional• Greet the patron• Listen to question• Reword the question to confirm
Traditional• Greet the patron• Listen to question• Reword the question to confirm• Provide answer/resource
Traditional• Greet the patron• Listen to question• Reword the question to confirm• Provide answer/resource• Conclude inter...
Questions We Answer• History• Science• Genealogy• Readers’ Advisory• Value of antiques, coins, paintings
Do we say...?
Do we say...?• I’m sorry, but I didn’t take any art classes in college. I  wouldn’t know where to start to help.
Do we say...?• I’m sorry, but I didn’t take any art classes in college. I  wouldn’t know where to start to help.• Oh, I’m ...
Do we say...?• I’m sorry, but I didn’t take any art classes in college. I  wouldn’t know where to start to help.• Oh, I’m ...
Do we say...?• I’m sorry, but I didn’t take any art classes in college. I  wouldn’t know where to start to help.• Oh, I’m ...
Why do we giveourselvespermission to getout of techquestions?There’s really no goodexcuse.
Differences• There are differences between the tech-based reference interview  and the tradition one.• Let’s start at the ...
What to look for:• The patron walks to the reference desk holding a gadget still in its  original packaging.• There is a d...
GreetingYour patron might havespent several hours fightingwith technology.
They might be feeling...• Angry• Frustrated• Stupid• Embarrassed• Resentful (of the library, librarians, you!)
What You CannotDo• Run away• Point to a coworker• Yell for a coworker• Sigh (audibly)• Roll your eyes
Do not shut down.
What you’ve gotta do:• Take a deep breath.• Continue smiling.• Show enthusiasm.
Fake it, if necessary.
Why?
Confidence
ConfidenceJust like trained guard dogs, gadgets can sense fear.
ConfidenceJust like trained guard dogs, gadgets can sense fear.
ConfidenceJust like trained guard dogs, gadgets can sense fear.By smiling, being friendly, and showing confidence you are ...
Tip #2From the moment the interview begins, you caninformally start gathering information about thegadget and the problem....
New, fully packaged
Feel flattered!You are a tech superstar in their             eyes.
Before breaking the seal:• Ask what they want to use the gadget for.• Is it compatible?• Look at some reviews.• Explain th...
RepackagedWhat it means...
Repackaged• They’ve tried it out.• It was confusing.• Something didn’t work right.• They need help getting started.
Summary: New Gadget• Make note of the model• Check that the device will do what the patron hopes it will do.• Find reviews...
New gadget, nopackaging• Similar steps as the packaged  gadget, but lacking:  • Clearly labeled gadget ID  • Meager instru...
What’s probably happening...• They’ve either had the device and haven’t been using it (for fear of  having to set it up)• ...
Tip #3Keep your questions nonthreatening.
Some of my favs:• When did you get it?• Where did you get it from?• Have you been using it a lot? / Do you like it?• What ...
And finally...• What is it not doing properly? You now have enough information to determine if the problem lies with the a...
How to manage unsuccessful results• Did you get a specific error message?• Can you tell me what it was? With the help of G...
The “faulty” device (no patron-supplied errormessage) 1) The device is incompatible with the service:       • Check the co...
AndroidGoogle’s Operating System
Android Hints• Is it an Android? Look for the   • Direct download of MP3  “Google” brand or the four         audiobooks, b...
AppleWhat to know
Apple Hints• Uses proprietary DRM         • All eBook apps must be                                 authorized with an Adob...
Dedicated Readers• May offer wireless or cellular   • Often developed on closed  download of eBooks                 Androi...
The Kindle• Created by Amazon               • Now allows wireless                                    downloads of Audible•...
Questions?
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  • Authorized the Division of Economic Development to amend a sole source contract with Glen Group Inc., North Conway, NH, (previously approved by G&C on 7-28-10, item #25A), for social media and marketing training for businesses, by increasing the amount by $30,000 from $416,000 to $446,000.  Effective upon G&C approval through June 30, 2011.  100% Federal Funds.  January 19th.\n
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  • Yard sale painting -- History of civil rights -- Patron talks about Genealogy question -- Yuck I don’t read that!\n
  • Yard sale painting -- History of civil rights -- Patron talks about Genealogy question -- Yuck I don’t read that!\n
  • Yard sale painting -- History of civil rights -- Patron talks about Genealogy question -- Yuck I don’t read that!\n
  • Yard sale painting -- History of civil rights -- Patron talks about Genealogy question -- Yuck I don’t read that!\n
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  • Transcript of "Tech-based Reference Interview NHLA 2011"

    1. 1. The Technology-Based ReferenceInterview NHLA 2011
    2. 2. Deep breath... Relax. It’s just technology.
    3. 3. Our Goal• To welcome technology- based reference questions from patrons
    4. 4. What business are we
    5. 5. Are we in the bookbusiness?Historically, books were valuable.We protected the books.Books contained knowledge,information.
    6. 6. Librarianshipreally isn’t about“protecting”books. Is it?
    7. 7. Are we in thethe informationbusiness?Books contain information.But now information is found inmore places than just books.
    8. 8. Are we in the computerbusiness?It feels like it...
    9. 9. Are we in theentertainmentbusiness?We offer novels, DVDs, videogames, storytimes, showmovies, present performers,etc.
    10. 10. What business are we really in?
    11. 11. We are in the PEOPLE business!
    12. 12. Customer Service & Community
    13. 13. Why Gadgets?
    14. 14. Why Gadgets?• People have gadgets.
    15. 15. Why Gadgets?• People have gadgets.• People use these gadgets to get the services we provide.
    16. 16. Why Gadgets?• People have gadgets.• People use these gadgets to get the services we provide.• The services we provide with people’s tax dollar.
    17. 17. Why Gadgets?• People have gadgets.• People use these gadgets to get the services we provide.• The services we provide with people’s tax dollar.• We could ignore their needs, but would that make people happy with us?
    18. 18. Not so much.
    19. 19. Whoa! Wait a minute.• There are a lot of gadgets out there!• There’s no way we can deal with all of these.
    20. 20. Our excuses
    21. 21. Our excuses• I’m not a techie.
    22. 22. Our excuses• I’m not a techie.• I don’t even have a smart phone.
    23. 23. Our excuses• I’m not a techie.• I don’t even have a smart phone.• I’ve never read an eBook.
    24. 24. Our excuses• I’m not a techie.• I don’t even have a smart phone.• I’ve never read an eBook.• I’m afraid I’ll break it.
    25. 25. Our excuses• I’m not a techie.• I don’t even have a smart phone.• I’ve never read an eBook.• I’m afraid I’ll break it.• I don’t have any interest in technology.
    26. 26. Our excuses• I’m not a techie.• I don’t even have a smart phone.• I’ve never read an eBook.• I’m afraid I’ll break it.• I don’t have any interest in technology.• I have too much real library work to do.
    27. 27. Tip #1When confronted with a techquestion, don’t dwell on the tech and think like a librarian.
    28. 28. Why You Can Do Tech Reference...
    29. 29. Why You Can Do Tech Reference...• You are smart.
    30. 30. Why You Can Do Tech Reference...• You are smart.• You already research so many different things for people.
    31. 31. Why You Can Do Tech Reference...• You are smart.• You already research so many different things for people.• None of us are subject specialists in EVERYTHING! But yet we research it all.
    32. 32. Why You Can Do Tech Reference...• You are smart.• You already research so many different things for people.• None of us are subject specialists in EVERYTHING! But yet we research it all.• Tech reference is still reference.
    33. 33. Why You Can Do Tech Reference...• You are smart.• You already research so many different things for people.• None of us are subject specialists in EVERYTHING! But yet we research it all.• Tech reference is still reference.• There is a lot of information already written about technology -- you just need to find it.
    34. 34. Why you shouldIt rocks making peoplehappy!
    35. 35. You got resources!
    36. 36. The Blog nhdbooks.blogspot.com
    37. 37. Help Instructions nh.lib.overdrive.com
    38. 38. Compatible Deviceshttp://nh.lib.overdrive.com>> Supported Readers &Players
    39. 39. GoogleGoogling the error messageand the service (OverDrive orAdobe Digital Editions) canoften provide excellentsolutions.
    40. 40. MobileRead ForumsThe forums are loaded withquestions and solutions toeBook problems!
    41. 41. And how about your fellow NH librarians?Aren’t we always asking each other for helpwith other topics? Why not technology?
    42. 42. The reference interview
    43. 43. Traditional
    44. 44. Traditional• Greet the patron
    45. 45. Traditional• Greet the patron• Listen to question
    46. 46. Traditional• Greet the patron• Listen to question• Reword the question to confirm
    47. 47. Traditional• Greet the patron• Listen to question• Reword the question to confirm• Provide answer/resource
    48. 48. Traditional• Greet the patron• Listen to question• Reword the question to confirm• Provide answer/resource• Conclude interview
    49. 49. Questions We Answer• History• Science• Genealogy• Readers’ Advisory• Value of antiques, coins, paintings
    50. 50. Do we say...?
    51. 51. Do we say...?• I’m sorry, but I didn’t take any art classes in college. I wouldn’t know where to start to help.
    52. 52. Do we say...?• I’m sorry, but I didn’t take any art classes in college. I wouldn’t know where to start to help.• Oh, I’m too young to know anything about history. Please go ask that older librarian for help.
    53. 53. Do we say...?• I’m sorry, but I didn’t take any art classes in college. I wouldn’t know where to start to help.• Oh, I’m too young to know anything about history. Please go ask that older librarian for help.• I don’t have time to listen to you talk about genealogy.
    54. 54. Do we say...?• I’m sorry, but I didn’t take any art classes in college. I wouldn’t know where to start to help.• Oh, I’m too young to know anything about history. Please go ask that older librarian for help.• I don’t have time to listen to you talk about genealogy.• Oh! You read that trash! I can’t help you.
    55. 55. Why do we giveourselvespermission to getout of techquestions?There’s really no goodexcuse.
    56. 56. Differences• There are differences between the tech-based reference interview and the tradition one.• Let’s start at the beginning...
    57. 57. What to look for:• The patron walks to the reference desk holding a gadget still in its original packaging.• There is a desperate look in their eyes.• There is an edge in their voice that can only come from a frustrating evening trying to make technology work correctly.
    58. 58. GreetingYour patron might havespent several hours fightingwith technology.
    59. 59. They might be feeling...• Angry• Frustrated• Stupid• Embarrassed• Resentful (of the library, librarians, you!)
    60. 60. What You CannotDo• Run away• Point to a coworker• Yell for a coworker• Sigh (audibly)• Roll your eyes
    61. 61. Do not shut down.
    62. 62. What you’ve gotta do:• Take a deep breath.• Continue smiling.• Show enthusiasm.
    63. 63. Fake it, if necessary.
    64. 64. Why?
    65. 65. Confidence
    66. 66. ConfidenceJust like trained guard dogs, gadgets can sense fear.
    67. 67. ConfidenceJust like trained guard dogs, gadgets can sense fear.
    68. 68. ConfidenceJust like trained guard dogs, gadgets can sense fear.By smiling, being friendly, and showing confidence you are takingcontrol of the situation. You can’t let the question fill you with fearand addle your brain.
    69. 69. Tip #2From the moment the interview begins, you caninformally start gathering information about thegadget and the problem.Use the greeting period as an opportunity to figureout how to proceed with the interview.
    70. 70. New, fully packaged
    71. 71. Feel flattered!You are a tech superstar in their eyes.
    72. 72. Before breaking the seal:• Ask what they want to use the gadget for.• Is it compatible?• Look at some reviews.• Explain that it probably needs to be fully charged before you can help.
    73. 73. RepackagedWhat it means...
    74. 74. Repackaged• They’ve tried it out.• It was confusing.• Something didn’t work right.• They need help getting started.
    75. 75. Summary: New Gadget• Make note of the model• Check that the device will do what the patron hopes it will do.• Find reviews. Good buy? Will the PERSON be HAPPY accessing the LIBRARY SERVICE with this device?• Find and print/email the user guide to the patron.• Direct them to the getting started information for the library service.• Send the patron home to charge the device/read through the user information.
    76. 76. New gadget, nopackaging• Similar steps as the packaged gadget, but lacking: • Clearly labeled gadget ID • Meager instructions • Cables • Ability to play the “go-home- to-charge-it” card.
    77. 77. What’s probably happening...• They’ve either had the device and haven’t been using it (for fear of having to set it up)• Or they’ve been using the phone, player, or ereader for other purposes and now want to make the gadget work with a library service you offer. • Either they tried to make it work with the service and ran into problems. • Or they didn’t know where to start.
    78. 78. Tip #3Keep your questions nonthreatening.
    79. 79. Some of my favs:• When did you get it?• Where did you get it from?• Have you been using it a lot? / Do you like it?• What did you get it to specifically do?
    80. 80. And finally...• What is it not doing properly? You now have enough information to determine if the problem lies with the abilities of the device or the actions of the user.
    81. 81. How to manage unsuccessful results• Did you get a specific error message?• Can you tell me what it was? With the help of Google, even a partial error message and the name of the device or service (software) will point you to good results.• Can I direct you to a tutorial to help you get started? Oftentimes it is simply user error that causes unsuccessful results. The best way to manage user error problems is by knowing the steps of using the service with various devices!
    82. 82. The “faulty” device (no patron-supplied errormessage) 1) The device is incompatible with the service: • Check the compatibility list. 2) The user needs assistance to learn how to make the device work as you suspect it should. • Provide them with the getting started guide. It could be simple user error 3) The device itself is faulty or the DRM is causing problems. • Contact OverDrive support or manufacturer support.
    83. 83. AndroidGoogle’s Operating System
    84. 84. Android Hints• Is it an Android? Look for the • Direct download of MP3 “Google” brand or the four audiobooks, but transfer (with “buttons” at the bottom of the cable) from computer screen. recommended• Open source operating • Direct download of eBooks system with OMC app.• Used by many, many phone • To download eBooks, must and tablet manufacturers be authorized with an Adobe ID.• Each manufacturer makes changes to the system
    85. 85. AppleWhat to know
    86. 86. Apple Hints• Uses proprietary DRM • All eBook apps must be authorized with an Adobe ID• Purchase music & video through iTunes • Directly download MP3 audiobooks via wireless or• Purchase eBooks through cellular connection. iBooks app • It’s recommended to• Purchase MP3 audiobooks download MP3 to computer with Amazon and transfer with cable via iTunes• Read OverDrive eBooks with OMC app or Bluefire Reader • Transfer of WMA audiobooks app from a PC via iTunes with a cable
    87. 87. Dedicated Readers• May offer wireless or cellular • Often developed on closed download of eBooks Android operating system purchased from store• All OverDrive eBooks are transferred from computer with cable via Adobe Digital Editions (or Sony Reader Library)• Early returns through Adobe Digital Editions (or Sony Reader Library) only
    88. 88. The Kindle• Created by Amazon • Now allows wireless downloads of Audible• Uses proprietary DRM audiobooks (wifi, not cellular)• Does not use EPUB (the format • Wireless Internet access to NHDB uses) check email, use Wikipedia, etc.• Not compatible with OverDrive• Allows wireless downloads of Kindle eBooks
    89. 89. Questions?

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