Do Space staff training presented by Michael Sauers, Director of Technology.

1. Technology Reference
An Introduction to working the Do Space Help Desk
Michael Sauers
Director of Technology

2. Traits needed to help with tech questions:
Do I need to be a Techie?

3. Confidence
Just because you have “no
clue” when the member
presents their problem to you,
doesn’t mean you can’t
discover clues and ultimately
solve the mystery.

4. https://www.flickr.com/photos/30553515@N00/214795097

5. Listening
Skills

6. Questioning Skills

7. A willingness to look outside the box
◼ Are download problems
related to Internet access
problems?
◼ Did a publisher send a
corrupt file to OverDrive?
◼ No identifiable reason for
difficulty?
Delete the files and try
again…
http://www.dailydot.com/business/amazon-prime-rate-hike/

8. The Reference Interview
http://minifigures.lego.com/en-us/bios/librarian.aspx

10. The Steps of the
Reference Interview

11. Be
Approachable

12. Show Interest

13. https://www.flickr.com/photos/smanography/447087576

14. Interview
https://www.flickr.com/photos/7953061@N02/14472397513

15. Search
https://www.flickr.com/photos/tradladns/10492948616

16. Answer

17. Follow-Up
https://www.flickr.com/photos/walkn/3526522573

18. https://commons.wikimedia.org/wiki/File:Flickr_-_The_U.S._Army_-_Searching_for_opposing_forces.jpg
Where can you
look for answers?

20. Gimlet

21. Hello, thank you for
calling Do Space, this
is [insert name here],
how may I help you?

22. Helping on the phone
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23. https://www.flickr.com/photos/davedugdale/5102910864
If/When you take over

24. When to suggest
a mentor

25. http://www.refiningtruth.com/ye-judge-flesh-judge-man/

26. http://diyconfessions.com/tag/not-sharing/

27. Any questions?