Troubleshooting Tips for Non-IT Staff


Published on

Presentation for Metropolitan Library Association given August 13th, 2009. Presented by Toby Greenwalt and Adam Wisniewski, Skokie Public Library

Published in: Technology, Self Improvement
1 Like
  • Be the first to comment

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

Troubleshooting Tips for Non-IT Staff

  1. 1. Troubleshooting Tips for Non-IT Staff Toby Greenwalt and Adam Wisniewski August 13th, 2009
  2. 2. Librarians Provide Answers.
  3. 3. How far should we go? Photo credit: the boy on the bike,
  4. 4. Lamentations of a Librarian <ul><li>“ I just don't have the time!” </li></ul><ul><li>“ This isn't in my job description!” </li></ul><ul><li>“ I don't want to break anything” </li></ul><ul><li>“ This is not a repair center” </li></ul><ul><li>“ IT/management/someone won't let me” </li></ul><ul><li>“ I can't keep up with everything” </li></ul>
  5. 5. &quot;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.&quot;           Homewood Public Library District mission statement
  6. 6. &quot; 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
  7. 7. &quot;Provide resources to read, enjoy and participate in the world.&quot;          Indian Trails Public Library mission statement
  8. 8. Reflect the State of the Community
  9. 9. Reflect the State of the Community
  10. 10. Reflect the State of the Community
  11. 11. Taking That First Step
  12. 12. Work like a patron day (Brian Herzog, Swiss Army Librarian ) 
  13. 13. Core Competencies <ul><li>Published by WebJunction in June 2009 </li></ul><ul><li>Begin with Core Technology Skills on page 53 </li></ul><ul><li>Available as a free PDF download from WebJunction </li></ul>
  14. 14. Triage
  15. 15. Mistakes are reversible Image by //ben (via Threadless )‏
  16. 16. Know your limits (Star Wars: A New Hope)‏
  17. 17. It pays to work together (with your IT staff)‏
  18. 18. Embrace technology
  19. 19. Part I: Their Stuff <ul><li>The #1 Secret Troubleshooting Trick </li></ul><ul><li>Desktop Basics </li></ul><ul><li>The Task Manager </li></ul><ul><li>Fixing the Wi-Fi </li></ul><ul><li>Applications that use web ports </li></ul><ul><li>Device Drivers – IT Research? </li></ul><ul><li>Peripherals </li></ul><ul><li>Saving Files </li></ul><ul><li>The Dreaded Blue Screen of Death </li></ul>
  20. 20. The #1 Secret Troubleshooting Trick
  21. 21. With Great Power Comes Great Responsibility <ul><li>Have you checked… </li></ul><ul><li>All cable connections? </li></ul><ul><li>The Control Panel? </li></ul><ul><li>The laser mouse (if applicable) </li></ul><ul><li>The keyboard? </li></ul><ul><li>The speakers or headphones? </li></ul>
  22. 22. The Windows Desktop
  23. 23. The Mac (OSX) Desktop
  24. 24. The Ubuntu (Linux) Desktop
  25. 25. The Task Manager
  26. 26. The Wi-Fi Checklist <ul><li>Are others getting through? </li></ul><ul><li>Is their antenna on? </li></ul><ul><li>Can they see the access point on their computer? </li></ul><ul><li>Have they followed the correct access procedure? </li></ul><ul><li>Can you ping the network? </li></ul><ul><li>Are their security settings too high? </li></ul>
  27. 27. Any (Network) Port in a Storm <ul><li>Most frequently occurs with Instant Message and video chat software </li></ul><ul><li>Find the “Modify Account” option </li></ul><ul><li>Check other programs </li></ul><ul><li>Identify port range and discuss with network admins. </li></ul>
  28. 28. Device Drivers – IT as Research <ul><li>Is there a system update for the program in question? </li></ul><ul><li>Who made the hardware/software in question? </li></ul><ul><li>Do they have a support page? </li></ul><ul><li>Can you search for the file name? </li></ul>
  29. 29. Peripherals – Your Budget Toolkit <ul><li>2 GB USB Flash Drive - $10 </li></ul><ul><li>Multi-Card Reader - $20 </li></ul><ul><li>Universal USB Cable - $10 </li></ul><ul><li>iPod Dock-to-USB cable - $20 </li></ul><ul><li>Micro/Mini-SD Adapter - $10 </li></ul><ul><li>Apple DVI-to-VGA Dongle - $20 </li></ul><ul><li>Apple Micro-DVI-to-VGA - $20 </li></ul><ul><li>It pays to shop around . </li></ul>
  30. 30. Saving Files/Restoring Lost Files <ul><li>Can anything be salvaged? </li></ul><ul><li>Get as much as you can into another file ASAP </li></ul><ul><ul><li>Email file to self </li></ul></ul><ul><ul><li>Flash drive </li></ul></ul><ul><ul><li>Online storage </li></ul></ul><ul><li>Attempt to restart program </li></ul><ul><li>Try to open with another computer </li></ul> /
  31. 31. The Blue Screen of Death (BSoD)‏
  32. 32. Practice Time
  33. 33. Part II: Your Stuff
  34. 34. Incentives <ul><li>Anytime you see the star on a slide there’s the potential of winning a prize. </li></ul>
  35. 35. Dealing with Patrons & Technology <ul><li>We’ve all experienced frustration with computers. [ video ] </li></ul><ul><li>The most difficult challenge is remembering what it was like to be new at something. </li></ul>
  36. 36. Common Questions <ul><li>Question: How do I print? </li></ul>
  37. 37. Common Questions <ul><li>Answer: </li></ul><ul><li>File >>Print>>Edit Number of Pages>>O.K </li></ul>WRONG
  38. 38. Common Questions <ul><li>Correct Answer: </li></ul><ul><li>What type of file would you like to print? </li></ul><ul><ul><li>Pictures </li></ul></ul><ul><ul><li>Text </li></ul></ul><ul><ul><li>Web Page </li></ul></ul><ul><ul><li>Articles </li></ul></ul>Helpful Tip Look for the “Printer Friendly” Version when trying to print from the web.
  39. 39. Quiz <ul><li>Question: Why is it important for a patron to specify what they would like print? </li></ul>
  40. 40. Quiz <ul><li>Answer: </li></ul><ul><li>It can potentially save the patron money. </li></ul>
  41. 41. Common Issues <ul><li>Issue: My browser is not responding. </li></ul><ul><li>Solution: “F5” or Refresh </li></ul>
  42. 42. Common Issues <ul><li>Issue: When I type a letter, the new text replaces the old text. </li></ul><ul><li>Solution: Press “Insert” Key </li></ul>
  43. 43. Common Issues <ul><li>Issue: My number pad wont allow me to type in numbers: </li></ul><ul><li>Solution: Press “Num Lock” Key </li></ul>
  44. 44. Common Issues <ul><li>Issue: My headphones are plugged in but I can’t hear anything. </li></ul><ul><li>Solution: Press Volume icon in b.r.h.c of screen. </li></ul>
  45. 45. Quiz <ul><li>Who is paying attention? </li></ul>
  46. 46. 1-on-1 Support vs. Self Guidance (finding balance)
  47. 47. { “F1” is my friend } Words to Live By
  48. 48. Shortcuts <ul><li>Alt + “F4” = Close Application/ Window </li></ul><ul><li>Windows Key + L = Lock Computer </li></ul><ul><li>“ F1” = Help </li></ul>
  49. 49. Self Guided Tutorials Logo Name Web address Lynda Atomic Learning YouTube 5 Min
  50. 50. Help & How-to <ul><li>Microsoft Office Community </li></ul><ul><li>office . microsoft . com </li></ul>Word Excel PowerPoint Publisher Access
  51. 51. Brace Yourselves
  52. 52. Resume Support Name Web address GigTide Resumator Microsoft Stored Templates na
  53. 53. Common Questions <ul><li>Question: </li></ul><ul><li>How do I improve my typing skills? </li></ul>
  54. 54. Common Questions <ul><li>One Possible Answer: TypingWeb </li></ul>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
  55. 55. Resume Issues <ul><li>Issue: How can I update my resume quickly? </li></ul><ul><li>Solution: Use the “Replace” feature in Word </li></ul>
  56. 56. Resume Issues <ul><li>Issue: My resume was created in Microsoft Works. How can I convert it to Microsoft Word? </li></ul><ul><li>Solution: Save it as a .RTF (Rich Text Format) or convert it online. </li></ul>
  57. 57. Guides & Handouts <ul><li>Quick Guides - </li></ul><ul><li>Safety -Online OnGuard </li></ul>
  58. 58. Seniors & Novices
  59. 59. Facts & Figures <ul><li>Seniors represent an overwhelming majority </li></ul>
  60. 60. Simple Steps to Make Life Easier <ul><li>Prepare the physical workspace </li></ul><ul><ul><li>Adjust the monitor height </li></ul></ul><ul><ul><li>Keyboard angle </li></ul></ul><ul><ul><li>Mouse position </li></ul></ul>
  61. 61. Simple Steps to Make Life Easier <ul><li>Edit the Mouse & Keyboard Settings to reflect the user. </li></ul><ul><ul><li>Adjust the Keyboard Properties (if necessary) </li></ul></ul><ul><ul><ul><li>Repeat Delay </li></ul></ul></ul><ul><ul><ul><li>Repeat Rate </li></ul></ul></ul>
  62. 62. Simple Steps to Make Life Easier <ul><li>Edit the Mouse and Keyboard Settings to reflect the user. </li></ul><ul><ul><li>Adjust the Mouse Properties (if necessary) </li></ul></ul><ul><ul><ul><ul><li>Double Click Speed </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Click-Lock </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Scroll Wheel </li></ul></ul></ul></ul>Helpful Tip To accommodate Left-Handed patrons, change the primary button under mouse properties.
  63. 63. Simple Steps to Make Life Easier <ul><li>Edit the Internet Settings to reflect the patrons needs </li></ul><ul><ul><li>Adjust the Page Settings (if necessary) </li></ul></ul><ul><ul><ul><li>Zoom </li></ul></ul></ul><ul><ul><ul><li>Text Size </li></ul></ul></ul>Helpful Tip Press “F11” while using the internet to display the page in “Full Screen”
  64. 64. Common Questions <ul><li>Question: </li></ul><ul><li>How do I improve my mouse skills? </li></ul>
  65. 65. Common Questions <ul><li>Answer: Online Tutorials </li></ul><ul><li>Mousercise - </li></ul><ul><li>Mousing Around - </li></ul>
  66. 66. Quiz <ul><li>Can you think of a good program patrons can use to help increase their skill level? </li></ul><ul><li>Hint: You’ve used it before </li></ul><ul><li>Another Hint: It’s Fun! </li></ul><ul><li>This is the last Hint: It has a green background </li></ul><ul><li>This is the very last Hint: It Starts with an “S” </li></ul>
  67. 67. Quiz <ul><li>Answer: Solitaire </li></ul>
  68. 68. Patrons with Disabilities
  69. 69. Accessibility Options <ul><li>Magnifier </li></ul><ul><li>Narrator </li></ul><ul><li>On-Screen Keyboard </li></ul>
  70. 70. Quiz <ul><li>Question: How do you refresh the browser? </li></ul><ul><li>Answer: Press “F5” </li></ul>
  71. 71. Quiz <ul><li>Question: How do you make your browser full screen? </li></ul><ul><li>Answer: Press “F11” </li></ul>
  72. 72. Quiz <ul><li>Question: How do you close a window using the keyboard? </li></ul><ul><li>Answer: Press ALT +“F4” </li></ul>
  73. 73. Part III: New Stuff <ul><li>Web 2.0 – Basic Principles and Troubleshooting </li></ul><ul><li>Social Networking – Facebook </li></ul><ul><li>Cloud Computing </li></ul><ul><li>Mobile Devices </li></ul><ul><li>Twitter </li></ul><ul><li>Insta-screencasting </li></ul><ul><li>Recommended and Useful Software </li></ul>
  74. 74. 2.0 Map by Ludwig Gratzke .  All That Crazy Web 2.0 Stuff
  75. 75. The Universal Thread For Patrons
  76. 76. The Unifying Principle For Staff
  77. 77. Keeping Track With Netvibes
  78. 78. Facebook
  79. 79. Cloud Computing <ul><li>Cheap, quick file storage </li></ul><ul><li>Mimics many Office features </li></ul><ul><li>Simultaneous collaboration </li></ul><ul><li>Share/Link/Embed features </li></ul>
  80. 80. Mobile Phones
  81. 81.     The Mobile Wave Pew Internet & American Life, 7/22/2009
  82. 82.   Bridging the Divide Pew Internet & American Life, 7/22/2009
  83. 83.   Power Texting with T9 <ul><ul><li>Saves time and effort </li></ul></ul><ul><ul><li>Uses internal dictionary to predict words based on popularity. </li></ul></ul><ul><ul><li>Hint: don't look at the word until after you've &quot;typed&quot; it. </li></ul></ul><ul><ul><li>Practice using T9 at . </li></ul></ul>
  84. 84.     Texting to an Email Address <ul><li>Alltel: [number] </li></ul><ul><li>AT&T: [number] </li></ul><ul><li>Sprint: [number] </li></ul><ul><li>T-Mobile: [number] </li></ul><ul><li>Verizon: [number] </li></ul><ul><li>Virgin Mobile: [number]  </li></ul><ul><li>Other providers listed at </li></ul><ul><li>Each phone has its own menu option for entering email addresses. </li></ul>
  85. 85.   <ul><li>2-D barcodes that can be scanned with a cameraphone </li></ul><ul><li>Holds up to 7089 characters </li></ul><ul><li>Variety of readers available </li></ul><ul><li>More information at Snappr </li></ul>Are QR Codes Next?
  86. 86.
  87. 87. Using Twitter Search
  88. 88. Creating Conversation
  89. 89. Insta-Screencasting
  90. 90. Recommended and Useful Software <ul><li>Mozilla Firefox </li></ul><ul><li>Google Chrome </li></ul><ul><li>AVG Free Edition </li></ul><ul><li>Ad-Aware Free Edition </li></ul><ul><li>KeePass </li></ul><ul><li>OpenOffice </li></ul><ul><li>Audacity </li></ul><ul><li>GIMP/GIMPShop </li></ul><ul><li>Filezilla </li></ul><ul><li>PDF Creator </li></ul>
  91. 91. Thank You! Toby Greenwalt and Adam Wisniewski August 13th, 2009