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Transliteracy, customer service and the future of


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Transliteracy, customer service and the future of

  1. 1. Transliteracy, Customer Service and the Future of Reference Anthony Molaro, MBA, MLIS, PhD Candidate Associate Dean of Library and Instructional Services, Prairie State College
  2. 2. What is Literacy?
  3. 3. Why is Literacy Important?
  4. 4. The ability to use printed and written information to function insociety, to achieve ones goals, and to develop ones knowledge and potential. (National Assessment of Adult Literacy)
  5. 5. Speak Listen
  6. 6. What is Transliteracy?
  7. 7. The ability to read, write and interact across a range of platforms, toolsand media from signing and orality through handwriting, print, TV, radioand film, to digital social networks.
  8. 8. This is literacy now
  9. 9. It is not about technology
  10. 10. Its about connections
  11. 11. Its about people being creative
  12. 12. Its about helping them use their voice
  13. 13. A transliterate person is someone who can engage in the flow ofknowledge via any medium (whether print, oral, digital, or other) so that they may be a fully functional citizen and participant of society.
  14. 14.
  15. 15. While transliteracy is “not the equivalent ofemancipation, it is in a more limited but essentialway the precondition for engaging in strugglesaround both relations of meaning and relations ofpower. To be literate is not to be free, it is to bepresent and active in the struggle for reclaimingone’s voice, history, and future”
  16. 16. What does transliteracy have to do with customer service?
  17. 17. One of the best means of making a library popular is tomingle freely with its users, and help them in every way.When this policy is pursued for a series of years in any town, avery large portion of the citizens receive answers toquestions, and the conviction spreads through the communitythat the library is an institution of such beneficent influencesthat it can not be dispensed with. -Samuel Swett Green (1876).
  18. 18. Where are your library customers, patrons, users, members?
  19. 19. We’ve all dealt with the automated phone system.
  20. 20. How do we go from this…
  21. 21. …to this?
  22. 22. And what is this?What kind of customer service is this?
  23. 23. And the Future of Reference…
  24. 24. This reference is dead
  25. 25. This is the future of reference
  26. 26. Book clubs in the bar
  27. 27.
  28. 28. Libraries are Kitchens (Richard Kong at AHML)
  29. 29. We provide them with all the tools and training to be their own producers
  30. 30. “As much as our television, radios, and movie theaters would have us believe otherwise, information consumption is as active an experience as eating is; in order for us to live healthy lives, we must move our information consumption habits from the passive background of channel surfing into the foreground of conscious selection.” - Information Diet
  31. 31. On Change: