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

Laura Solomon, MCIW MLS
,
Ohio Public Library Information ...
1.
Assumptions
=
problems
Not all IT people are the same.
No, really, this matters.
We make it look easy, but…
Real life IT
It’s not new & shiny
It’s not always what you think it is
Image from http://day1of1.wordpress.com/2010/11/28/it-is-what-it-is/
2.
Communicating
with us
Understand that we’re jugglers
Just answer them…please?
No, you’re not stupid
Ask & Pass
Read. Read. READ.
3.
Reporting
Problems
From Hitchhiker’s
Guide to the Galaxy
Respect channels
“The computer is down!”
• The ILS software temporarily lost network
connection
• A workstation lost network connection
• A...
“Take the time to explain
your problem.
If your explanation is
one sentence,
it’s probably not enough.”
--IT guy at Stanfo...
A picture is priceless
What to include?
• Tell the truth
• Is it reproducible?
• What happens if you try another computer
or browser?
• Screensho...
4.
How to
Think
Like an
IT
Person
????
+

FTW

+

FTW
Understand dependencies
If “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 print...
reboot reboot reboot reboot reboot
reboot reboot reboot reboot reboot
reboot reboot reboot reboot reboot
reboot reboot reb...
5.
Stories
From the
Field
Me: Hi what’s you problem?
Caller: my computer is giving me an error.
Me: Okay, what’s the error message say?
Caller: I do...
“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...
Printer pickle
Not always about the tech
4 surefire ways to annoy IT staff
1. Staring at plugs
2. Making
us play
Sherlock
3. Exaggerating

vs.
4. Anecdotes
Reporting matters. A lot.
YOU *are* a tech
We are not the enemy
http://www.twitter.com/laurasolomon
http://www.linkedin.com/in/laurasolomon
laura@oplin.org
http://www.meanlaura.com
http:...
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. 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.
  • Behind the Secret Identities: What Your Tech Wants You to Know

    1. 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. 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. It’s not new & shiny
    7. 7. It’s not always what you think it is
    8. 8. Image from http://day1of1.wordpress.com/2010/11/28/it-is-what-it-is/
    9. 9. 2. Communicating with us
    10. 10. Understand that we’re jugglers
    11. 11. Just answer them…please?
    12. 12. No, you’re not stupid
    13. 13. Ask & Pass
    14. 14. Read. Read. READ.
    15. 15. 3. Reporting Problems
    16. 16. From Hitchhiker’s Guide to the Galaxy
    17. 17. Respect channels
    18. 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. 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. 20. A picture is priceless
    21. 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. 22. 4. How to Think Like an IT Person
    23. 23. ????
    24. 24. + FTW + FTW
    25. 25. Understand dependencies If “A” doesn’t work, then “B” probably won’t, either. A B
    26. 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. 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. 28. 5. Stories From the Field
    29. 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. 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. 31. Printer pickle
    32. 32. Not always about the tech
    33. 33. 4 surefire ways to annoy IT staff
    34. 34. 1. Staring at plugs
    35. 35. 2. Making us play Sherlock
    36. 36. 3. Exaggerating vs.
    37. 37. 4. Anecdotes
    38. 38. Reporting matters. A lot.
    39. 39. YOU *are* a tech
    40. 40. We are not the enemy
    41. 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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