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Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
Behind the Secret Identities: What Your Tech Wants You to Know
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Behind the Secret Identities: 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. …

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 actual IT staff who are on the front lines of library technology. Learn how to approach troubleshooting like your tech does, and even some basic things you can do on your own.

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  • patiently answer all of my questions, no matter how bizarre. (Chris, via blog)
  • Libraries are technology-driven.
  • Transcript

    • 1. Behind the Secret Identities: What Your Tech Wants You to Know Laura Solomon, MCIW MLS , Ohio Public Library Information Network (OPLIN) laura@oplin.org
    • 2. 1. Assumptions = problems
    • 3. Not all IT people are the same. No, really, this matters.
    • 4. We make it look easy, but…
    • 5. Real life IT
    • 6. It’s not new & shiny
    • 7. It’s not always what you think it is
    • 8. Image from http://day1of1.wordpress.com/2010/11/28/it-is-what-it-is/
    • 9. 2. Communicating with us
    • 10. Understand that we’re jugglers
    • 11. Just answer them…please?
    • 12. No, you’re not stupid
    • 13. Ask & Pass
    • 14. Read. Read. READ.
    • 15. 3. Reporting Problems
    • 16. From Hitchhiker’s Guide to the Galaxy
    • 17. Respect channels
    • 18. “The computer is down!” • The ILS software temporarily lost network connection • A workstation lost network connection • All workstations lost network connection • A workstation will not boot • An unexplained message appeared on a workstation • A given website will not load • Someone has disconnected the display from the workstation, or almost any other possible occurrence.
    • 19. “Take the time to explain your problem. If your explanation is one sentence, it’s probably not enough.” --IT guy at Stanford University
    • 20. A picture is priceless
    • 21. What to include? • Tell the truth • Is it reproducible? • What happens if you try another computer or browser? • Screenshot and/or actual text of error message • Don't just say it's broken, say HOW it's broken
    • 22. 4. How to Think Like an IT Person
    • 23. ????
    • 24. + FTW + FTW
    • 25. Understand dependencies If “A” doesn’t work, then “B” probably won’t, either. A B
    • 26. Simple things count • Check power, cables and paper • Is the computer frozen, or just the program? • Recognize that printing directly from the Web or from an email is often a losing proposition
    • 27. reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot
    • 28. 5. Stories From the Field
    • 29. 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 went away. Me:……………………………..?
    • 30. “I was once instructed to refer to the computer as a monitor and the monitor as a computer in order to suit the outlook of a particular co-worker. “
    • 31. Printer pickle
    • 32. Not always about the tech
    • 33. 4 surefire ways to annoy IT staff
    • 34. 1. Staring at plugs
    • 35. 2. Making us play Sherlock
    • 36. 3. Exaggerating vs.
    • 37. 4. Anecdotes
    • 38. Reporting matters. A lot.
    • 39. YOU *are* a tech
    • 40. We are not the enemy
    • 41. http://www.twitter.com/laurasolomon http://www.linkedin.com/in/laurasolomon laura@oplin.org http://www.meanlaura.com http://www.slideshare.net/laurasolomon Thank you!

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