Troubleshooting Tips for Non-IT Staff Toby Greenwalt and Adam Wisniewski August 13th, 2009 www.delicious.com/tgreenwalt/mls-it

Librarians Provide Answers. http://www.flickr.com/photos/wanderingone/280093301/

How far should we go? Photo credit: the boy on the bike, http://www.flickr.com/photos/buro9/298998542/

Lamentations of a Librarian “ I just don't have the time!” “ This isn't in my job description!” “ I don't want to break anything” “ This is not a repair center” “ IT/management/someone won't let me” “ I can't keep up with everything” http://www.flickr.com/photos/csb13/108726753/

“ I just don't have the time!”

“ This isn't in my job description!”

“ I don't want to break anything”

“ This is not a repair center”

“ IT/management/someone won't let me”

“ I can't keep up with everything”

"The mission of the Homewood Public Library District is to provide not only the best library services, material, staff and cost-efficient facility but to aggressively market and promote our extensive reference collection, our adult and children's collections and provide a diverse, educational, cultural, and recreational resource through a variety of media to our community's changing age and demographic patterns, limited only by available funding and other resources supplied by residents and community organizations." Homewood Public Library District mission statement

" The mission of the Glen Ellyn Public Library is to provide information, an extensive collection of materials, and programs which enrich and enhance the quality of life in the community. The Library endeavors to furnish open access to both print and electronic sources to foster life long learning and the cultural life of patrons.” Glen Ellyn Public Library mission statement

"Provide resources to read, enjoy and participate in the world." Indian Trails Public Library mission statement

http://www.flickr.com/photos/circulating/1664321651/ Reflect the State of the Community

Reflect the State of the Community http://www.flickr.com/photos/travelinlibrarian/1924719853/

http://www.flickr.com/photos/anthonylibrarian/2092194310/ Reflect the State of the Community

Taking That First Step http://www.flickr.com/photos/laanba/3725261296/

Work like a patron day (Brian Herzog, Swiss Army Librarian )

Core Competencies Published by WebJunction in June 2009 Begin with Core Technology Skills on page 53 Available as a free PDF download from WebJunction

Published by WebJunction in June 2009

Begin with Core Technology Skills on page 53

Available as a free PDF download from WebJunction

Triage

Mistakes are reversible Image by //ben (via Threadless )‏

Know your limits (Star Wars: A New Hope)‏

It pays to work together (with your IT staff)‏ http://www.flickr.com/photos/lorenjavier/3751619994/

Embrace technology

Part I: Their Stuff The #1 Secret Troubleshooting Trick Desktop Basics The Task Manager Fixing the Wi-Fi Applications that use web ports Device Drivers – IT Research? Peripherals Saving Files The Dreaded Blue Screen of Death

The #1 Secret Troubleshooting Trick

Desktop Basics

The Task Manager

Fixing the Wi-Fi

Applications that use web ports

Device Drivers – IT Research?

Peripherals

Saving Files

The Dreaded Blue Screen of Death

The #1 Secret Troubleshooting Trick

With Great Power Comes Great Responsibility Have you checked… All cable connections? The Control Panel? The laser mouse (if applicable) The keyboard? The speakers or headphones?

Have you checked…

All cable connections?

The Control Panel?

The laser mouse (if applicable)

The keyboard?

The speakers or headphones?

The Windows Desktop

The Mac (OSX) Desktop

The Ubuntu (Linux) Desktop

The Task Manager

The Wi-Fi Checklist Are others getting through? Is their antenna on? Can they see the access point on their computer? Have they followed the correct access procedure? Can you ping the network? Are their security settings too high? www.thinkgeek.com

Are others getting through?

Is their antenna on?

Can they see the access point on their computer?

Have they followed the correct access procedure?

Can you ping the network?

Are their security settings too high?

Any (Network) Port in a Storm Most frequently occurs with Instant Message and video chat software Find the “Modify Account” option Check other programs Identify port range and discuss with network admins.

Most frequently occurs with Instant Message and video chat software

Find the “Modify Account” option

Check other programs

Identify port range and discuss with network admins.

Device Drivers – IT as Research Is there a system update for the program in question? Who made the hardware/software in question? Do they have a support page? Can you search for the file name?

Is there a system update for the program in question?

Who made the hardware/software in question?

Do they have a support page?

Can you search for the file name?

Peripherals – Your Budget Toolkit 2 GB USB Flash Drive - $10 Multi-Card Reader - $20 Universal USB Cable - $10 iPod Dock-to-USB cable - $20 Micro/Mini-SD Adapter - $10 Apple DVI-to-VGA Dongle - $20 Apple Micro-DVI-to-VGA - $20 It pays to shop around .

2 GB USB Flash Drive - $10

Multi-Card Reader - $20

Universal USB Cable - $10

iPod Dock-to-USB cable - $20

Micro/Mini-SD Adapter - $10

Apple DVI-to-VGA Dongle - $20

Apple Micro-DVI-to-VGA - $20

It pays to shop around .

Saving Files/Restoring Lost Files Can anything be salvaged? Get as much as you can into another file ASAP Email file to self Flash drive Online storage Attempt to restart program Try to open with another computer www.flickr.com/photos/tidewatermuse/198930065 /

Can anything be salvaged?

Get as much as you can into another file ASAP

Email file to self

Flash drive

Online storage

Attempt to restart program

Try to open with another computer

The Blue Screen of Death (BSoD)‏

Practice Time

Part II: Your Stuff

Incentives Anytime you see the star on a slide there’s the potential of winning a prize.

Anytime you see the star on a slide there’s the potential of winning a prize.

Dealing with Patrons & Technology We’ve all experienced frustration with computers. [ video ] The most difficult challenge is remembering what it was like to be new at something.

We’ve all experienced frustration with computers. [ video ]

The most difficult challenge is remembering what it was like to be new at something.

Common Questions Question: How do I print?

Question: How do I print?

Common Questions Answer: File >>Print>>Edit Number of Pages>>O.K WRONG

Answer:

File >>Print>>Edit Number of Pages>>O.K

Common Questions Correct Answer: What type of file would you like to print? Pictures Text Web Page Articles Helpful Tip Look for the “Printer Friendly” Version when trying to print from the web.

Correct Answer:

What type of file would you like to print?

Pictures

Text

Web Page

Articles

Quiz Question: Why is it important for a patron to specify what they would like print?

Question: Why is it important for a patron to specify what they would like print?

Quiz Answer: It can potentially save the patron money.

Answer:

It can potentially save the patron money.

Common Issues Issue: My browser is not responding. Solution: “F5” or Refresh

Issue: My browser is not responding.

Solution: “F5” or Refresh

Common Issues Issue: When I type a letter, the new text replaces the old text. Solution: Press “Insert” Key

Issue: When I type a letter, the new text replaces the old text.

Solution: Press “Insert” Key

Common Issues Issue: My number pad wont allow me to type in numbers: Solution: Press “Num Lock” Key

Issue: My number pad wont allow me to type in numbers:

Solution: Press “Num Lock” Key

Common Issues Issue: My headphones are plugged in but I can’t hear anything. Solution: Press Volume icon in b.r.h.c of screen.

Issue: My headphones are plugged in but I can’t hear anything.

Solution: Press Volume icon in b.r.h.c of screen.

Quiz Who is paying attention?

Who is paying attention?

1-on-1 Support vs. Self Guidance (finding balance)

{ “F1” is my friend } Words to Live By

Shortcuts Alt + “F4” = Close Application/ Window Windows Key + L = Lock Computer “ F1” = Help

Alt + “F4” = Close Application/ Window

Windows Key + L = Lock Computer

“ F1” = Help

Self Guided Tutorials Logo Name Web address Lynda www.lynda.com Atomic Learning www.atomiclearning.com YouTube www.YouTube.com 5 Min www.5min.com

Help & How-to Microsoft Office Community office . microsoft . com Word Excel PowerPoint Publisher Access

Microsoft Office Community

office . microsoft . com

Brace Yourselves

Resume Support Name Web address GigTide www.gigtide.com Resumator www.theresumator.com resumebuildertemplate.com www.resumebuildertemplate.com Microsoft Stored Templates na

Common Questions Question: How do I improve my typing skills?

Question:

How do I improve my typing skills?

Common Questions One Possible Answer: TypingWeb TypingWeb is a free online typing tutor & keyboarding tutorial for typists of all ages. All skill levels will benefit from TypingWeb's free keyboarding lessons

One Possible Answer: TypingWeb

Resume Issues Issue: How can I update my resume quickly? Solution: Use the “Replace” feature in Word

Issue: How can I update my resume quickly?

Solution: Use the “Replace” feature in Word

Resume Issues Issue: My resume was created in Microsoft Works. How can I convert it to Microsoft Word? Solution: Save it as a .RTF (Rich Text Format) or convert it online.

Issue: My resume was created in Microsoft Works. How can I convert it to Microsoft Word?

Solution: Save it as a .RTF (Rich Text Format) or convert it online.

Guides & Handouts Quick Guides - CustomGuides.org Safety -Online OnGuard

Quick Guides - CustomGuides.org

Safety -Online OnGuard

Seniors & Novices

Facts & Figures Seniors represent an overwhelming majority

Seniors represent an overwhelming majority

Simple Steps to Make Life Easier Prepare the physical workspace Adjust the monitor height Keyboard angle Mouse position

Prepare the physical workspace

Adjust the monitor height

Keyboard angle

Mouse position

Simple Steps to Make Life Easier Edit the Mouse & Keyboard Settings to reflect the user. Adjust the Keyboard Properties (if necessary) Repeat Delay Repeat Rate

Edit the Mouse & Keyboard Settings to reflect the user.

Adjust the Keyboard Properties (if necessary)

Repeat Delay

Repeat Rate

Simple Steps to Make Life Easier Edit the Mouse and Keyboard Settings to reflect the user. Adjust the Mouse Properties (if necessary) Double Click Speed Click-Lock Scroll Wheel Helpful Tip To accommodate Left-Handed patrons, change the primary button under mouse properties.

Edit the Mouse and Keyboard Settings to reflect the user.

Adjust the Mouse Properties (if necessary)

Double Click Speed

Click-Lock

Scroll Wheel

Simple Steps to Make Life Easier Edit the Internet Settings to reflect the patrons needs Adjust the Page Settings (if necessary) Zoom Text Size Helpful Tip Press “F11” while using the internet to display the page in “Full Screen”

Edit the Internet Settings to reflect the patrons needs

Adjust the Page Settings (if necessary)

Zoom

Text Size

Common Questions Question: How do I improve my mouse skills?

Question:

How do I improve my mouse skills?

Common Questions Answer: Online Tutorials Mousercise - www.3street.org/mouse/ Mousing Around - http://www.pbclibrary.org/mousing/default.htm

Answer: Online Tutorials

Mousercise - www.3street.org/mouse/

Mousing Around - http://www.pbclibrary.org/mousing/default.htm

Quiz Can you think of a good program patrons can use to help increase their skill level? Hint: You’ve used it before Another Hint: It’s Fun! This is the last Hint: It has a green background This is the very last Hint: It Starts with an “S”

Can you think of a good program patrons can use to help increase their skill level?

Hint: You’ve used it before

Another Hint: It’s Fun!

This is the last Hint: It has a green background

This is the very last Hint: It Starts with an “S”

Quiz Answer: Solitaire

Answer: Solitaire

Patrons with Disabilities

Accessibility Options Magnifier Narrator On-Screen Keyboard

Magnifier

Narrator

On-Screen Keyboard

Quiz Question: How do you refresh the browser? Answer: Press “F5”

Question: How do you refresh the browser?

Answer: Press “F5”

Quiz Question: How do you make your browser full screen? Answer: Press “F11”

Question: How do you make your browser full screen?

Answer: Press “F11”

Quiz Question: How do you close a window using the keyboard? Answer: Press ALT +“F4”

Question: How do you close a window using the keyboard?

Answer: Press ALT +“F4”

Part III: New Stuff Web 2.0 – Basic Principles and Troubleshooting Social Networking – Facebook Cloud Computing Mobile Devices Twitter Insta-screencasting Recommended and Useful Software

Web 2.0 – Basic Principles and Troubleshooting

Social Networking – Facebook

Cloud Computing

Mobile Devices

Twitter

Insta-screencasting

Recommended and Useful Software

2.0 Map by Ludwig Gratzke . All That Crazy Web 2.0 Stuff

The Universal Thread For Patrons https://catalog.skokielibrary.info/selfreg~S4

The Unifying Principle For Staff www.netvibes.com www.google.com/reader www.bloglines.com www.pageflakes.com

Keeping Track With Netvibes

Facebook

Cloud Computing Cheap, quick file storage Mimics many Office features Simultaneous collaboration Share/Link/Embed features

Cheap, quick file storage

Mimics many Office features

Simultaneous collaboration

Share/Link/Embed features

Mobile Phones www.flickr.com/photos/travelinlibrarian/296770593/

The Mobile Wave Pew Internet & American Life, 7/22/2009

Bridging the Divide Pew Internet & American Life, 7/22/2009

Power Texting with T9 Saves time and effort Uses internal dictionary to predict words based on popularity. Hint: don't look at the word until after you've "typed" it. Practice using T9 at www.t9.com .

Saves time and effort

Uses internal dictionary to predict words based on popularity.

Hint: don't look at the word until after you've "typed" it.

Practice using T9 at www.t9.com .

Texting to an Email Address Alltel: [number]@message.alltel.com AT&T: [number]@txt.att.net Sprint: [number]@messaging.sprintpcs.com T-Mobile: [number]@tmomail.net Verizon: [number]@vtext.com Virgin Mobile: [number]@vmobl.com Other providers listed at SMS411.net Each phone has its own menu option for entering email addresses.

Alltel: [number]@message.alltel.com

AT&T: [number]@txt.att.net

Sprint: [number]@messaging.sprintpcs.com

T-Mobile: [number]@tmomail.net

Verizon: [number]@vtext.com

Virgin Mobile: [number]@vmobl.com

Other providers listed at SMS411.net

Each phone has its own menu option for entering email addresses.

2-D barcodes that can be scanned with a cameraphone Holds up to 7089 characters Variety of readers available More information at Snappr Are QR Codes Next?

2-D barcodes that can be scanned with a cameraphone

Holds up to 7089 characters

Variety of readers available

More information at Snappr

www.twitter.com

Using Twitter Search search.twitter.com

Creating Conversation

Insta-Screencasting www.screenjelly.com

Recommended and Useful Software Mozilla Firefox Google Chrome AVG Free Edition Ad-Aware Free Edition KeePass OpenOffice Audacity GIMP/GIMPShop Filezilla PDF Creator www.gnu.org/copyleft/gpl.html

Mozilla Firefox

Google Chrome

AVG Free Edition

Ad-Aware Free Edition

KeePass

OpenOffice

Audacity

GIMP/GIMPShop

Filezilla

PDF Creator

Thank You! Toby Greenwalt and Adam Wisniewski August 13th, 2009 www.delicious.com/tgreenwalt/mls-it