What Your Tech Wants You to KnowAn webinarLaura Solomon, MCIW, MLSlaura@designforthelittleguy.comInfopeople webinars are s...
1.Assumptions=problems
Not all IT people are the same.No, really, this matters.
We make it look easy, but…
Real life IT
“What did you do before Al Goreinvented it?”
It’s not new & shiny
It’s not indestructible
It’s not always what you think it is
Image from http://day1of1.wordpress.com/2010/11/28/it-is-what-it-is/
2.Communicatingwith us
Understand that we’re jugglers
Be careful what you say
Just answer them…please?
No, you’re not stupid
Ask & Pass
Read. Read. READ.
3.ReportingProblems
From Hitchhiker’sGuide to the Galaxy
Respect channels
“The computer is down!”• The ILS software temporarily lost networkconnection• A workstation lost network connection• All w...
“Take the time to explainyour problem.If your explanation isone sentence,it’s probably not enough.”--IT guy at Stanford Un...
A picture is priceless
What to include?• Tell the truth• Is it reproducible?• What happens if you try another computeror browser?• Screenshot and...
We go here
4.How toThinkLike anITPerson
????
++FTWFTW
Understand dependenciesIf “A” doesn’t work, then “B” probably won’t,either.A B
Simple things count• Check power, cables and paper• Is the computer frozen, or just the program?• Recognize that printing ...
reboot reboot reboot reboot rebootreboot reboot reboot reboot rebootreboot reboot reboot reboot rebootreboot reboot reboot...
Skills to learn• Check & clear the print queue and theprinter’s buffer• Copy & paste from the keyboard• Which emails are s...
5.StoriesFrom theField
Me: Hi what’s you problem?Caller: my computer is giving me an error.Me: Okay, what’s the error message say?Caller: I don’t...
Me:  Hi what’s you problem?Caller: the printer quit working.Me: Okay, let’s start with the basics.   Is it plugged in?Call...
“I was once instructed torefer to the computer asa monitor and themonitor as a computerin order to suit theoutlook of a pa...
Printer pickle
Not thinking it through
Once a year
A patron story
Not always about the tech
Not just non-techs
4 surefire ways to annoy IT staff
1. Staring at plugs
2. Makingus playSherlock
3. Exaggeratingvs.
4. Anecdotes
Reporting matters. A lot.
Passivity is negative
YOU *are* a tech
We are not the enemy
(Absolutely shameless plug)
http://www.twitter.com/laurasolomonhttp://www.facebook.com/laurasolomonhttp://www.linkedin.com/in/laurasolomonlaura@design...
What Your Tech Wants You to Know
What Your Tech Wants You to Know
What Your Tech Wants You to Know
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What Your Tech Wants You to Know

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No, your library's tech staff doesn't hate you. Or try to confuse you on purpose. They even speak the same language as you do! Yet, often, conflict arises between tech and other library staff. Everyone gets frustrated, and issues don't get solved as quickly as everyone would like. Discover what you can do to make communication easier and make problem resolutions happen faster. Hear stories and some words of wisdom from techs on the front lines of library technology. Learn how to approach troubleshooting like your tech does, and even some basic things you can even do on your own.

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  • Libraries are technology-driven.
  • What Your Tech Wants You to Know

    1. 1. What Your Tech Wants You to KnowAn webinarLaura Solomon, MCIW, MLSlaura@designforthelittleguy.comInfopeople webinars are supported by the U.S. Institute of Museum and LibraryServices under the provisions of the Library Services and Technology Act,administered in California by the State Librarian.
    2. 2. 1.Assumptions=problems
    3. 3. Not all IT people are the same.No, really, this matters.
    4. 4. We make it look easy, but…
    5. 5. Real life IT
    6. 6. “What did you do before Al Goreinvented it?”
    7. 7. It’s not new & shiny
    8. 8. It’s not indestructible
    9. 9. It’s not always what you think it is
    10. 10. Image from http://day1of1.wordpress.com/2010/11/28/it-is-what-it-is/
    11. 11. 2.Communicatingwith us
    12. 12. Understand that we’re jugglers
    13. 13. Be careful what you say
    14. 14. Just answer them…please?
    15. 15. No, you’re not stupid
    16. 16. Ask & Pass
    17. 17. Read. Read. READ.
    18. 18. 3.ReportingProblems
    19. 19. From Hitchhiker’sGuide to the Galaxy
    20. 20. Respect channels
    21. 21. “The computer is down!”• The ILS software temporarily lost networkconnection• A workstation lost network connection• All workstations lost network connection• A workstation will not boot• An unexplained message appeared on aworkstation• A given website will not load• Someone has disconnected the display from theworkstation, or almost any other possibleoccurrence.
    22. 22. “Take the time to explainyour problem.If your explanation isone sentence,it’s probably not enough.”--IT guy at Stanford University
    23. 23. A picture is priceless
    24. 24. What to include?• Tell the truth• Is it reproducible?• What happens if you try another computeror browser?• Screenshot and/or actual text of errormessage• Dont just say its broken, say HOW itsbroken
    25. 25. We go here
    26. 26. 4.How toThinkLike anITPerson
    27. 27. ????
    28. 28. ++FTWFTW
    29. 29. Understand dependenciesIf “A” doesn’t work, then “B” probably won’t,either.A B
    30. 30. Simple things count• Check power, cables and paper• Is the computer frozen, or just the program?• Recognize that printing directly from theWeb or from an email is often a losingproposition
    31. 31. reboot reboot reboot reboot rebootreboot reboot reboot reboot rebootreboot reboot reboot reboot rebootreboot reboot reboot reboot rebootreboot reboot reboot reboot rebootreboot reboot reboot reboot rebootreboot reboot reboot reboot rebootreboot reboot reboot reboot rebootreboot reboot reboot reboot rebootreboot reboot reboot reboot reboot
    32. 32. Skills to learn• Check & clear the print queue and theprinter’s buffer• Copy & paste from the keyboard• Which emails are scams
    33. 33. 5.StoriesFrom theField
    34. 34. Me: Hi what’s you problem?Caller: my computer is giving me an error.Me: Okay, what’s the error message say?Caller: I don’t know I just clicked OK and it wentaway.Me:……………………………..?
    35. 35. Me:  Hi what’s you problem?Caller: the printer quit working.Me: Okay, let’s start with the basics.   Is it plugged in?Caller: Yes!Me: is it turned on?Caller: OF COURSE IT”S TURNED ON!Me: Is there paper in it?Caller: ………………………………………….Thanks. <click>
    36. 36. “I was once instructed torefer to the computer asa monitor and themonitor as a computerin order to suit theoutlook of a particularco-worker. “
    37. 37. Printer pickle
    38. 38. Not thinking it through
    39. 39. Once a year
    40. 40. A patron story
    41. 41. Not always about the tech
    42. 42. Not just non-techs
    43. 43. 4 surefire ways to annoy IT staff
    44. 44. 1. Staring at plugs
    45. 45. 2. Makingus playSherlock
    46. 46. 3. Exaggeratingvs.
    47. 47. 4. Anecdotes
    48. 48. Reporting matters. A lot.
    49. 49. Passivity is negative
    50. 50. YOU *are* a tech
    51. 51. We are not the enemy
    52. 52. (Absolutely shameless plug)
    53. 53. http://www.twitter.com/laurasolomonhttp://www.facebook.com/laurasolomonhttp://www.linkedin.com/in/laurasolomonlaura@designforthelittleguy.comhttp://www.meanlaura.comhttp://www.slideshare.net/laurasolomonThank you!

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