The document summarizes Emily Clasper's presentation at Wisconsin Tech Days 2020 about strategies for library staff to develop their own technology skills and to provide technology assistance to patrons. Some of the key recommendations include adopting a growth mindset and asking for help to improve one's own skills, assessing patrons' digital literacy needs, building rapport with patrons, and knowing when it's best to directly provide assistance instead of just teaching skills. The overall message is that enhancing one's knowledge while serving patrons with empathy is important, especially during times of crisis.

1. Wisconsin Tech Days 2020
Emily Clasper
University of Rochester

2. Hello!
Emily Clasper
Director of Service Strategies,
University of Rochester River
Campus Libraries
@eclasper
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3. 3
Photo by Simon Abrams on Unsplash

4. Yikes!!
Do I even know enough to help???
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5. Caveat
What does “normal” even
mean any more?
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Photo by Jakayla Toney on Unsplash

6. Learning
● Managing your own
technology learning to
boost your comfort level
and confidence with
technologies
Strategies For
Sharing
● Working with the wide-
ranging and diverse
spectrum of patrons who
come to us for tech help,
even when we ourselves
aren’t too sure
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7. 1.
Developing your Learning
Practice

8. Accept the
Challenge
● Keep an open mind
● Adopt a Growth Mindset
https://www.goodreads.com/book/show/40745.Mindset
● Fake it ‘til you make it
● Confidence is contagious
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Photo by Sharon McCutcheon on Unsplash

9. Ask for Help
● Local colleagues
● LibraryLand
● Ask and discuss openly
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Photo by Noah Buscher on Unsplash
Managers – how can we build structures within our
organizations to better support asking for help?

10. Find a Learning
Community
● Who has the same learning
needs?
● Who has knowledge to
share?
● Create a supportive
environment
● Communities of Practice
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Photo by John Schnobrich on Unsplash
https://www.goodreads.com/book/show/251183.Communities_of_Practice

11. Teach Someone
Else
● The Protégé Effect
● Explain, demonstrate, teach
● With colleagues, patrons,
family, friends
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Photo by Product School on Unsplash
https://www.youtube.com/watch?v=VBM87YqTUdE

12. Learn Just Enough
● Which tech is essential
to know?
● What parts of that tech
consitute basic
competency?
● Where can I go for
more if I need it?
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Photo by Ian on Unsplash

13. Mistakes are
Mandatory
● Make lots of mistakes
● Make them on purpose
● Show off your mistakes
● Mistakes point to gaps
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Photo by chuttersnap on Unsplash

14. Practice, practice,
practice
● MAKE time to practice
● We lose skills we don’t
practice
● Practice together
● Give yourself
homework
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15. Cheat Sheets
● Relieves the pressure
of the moment
● Short and sweet
● Frequent use cases
● Hand them out
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Photo by Chivalry Creative on Unsplash

16. 2.
Passing it On

17. Empathy is Key
● Patrons are human
● New expectations and
demands right now
● Every request has urgency
● This is their first time
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Photo by Nick Fewings on Unsplash

18. Build Rapport
● Make a personal
connection
● Share experiences
● Show them your little
failures and mistakes
● Keep you interactions
human
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Photo by Priscilla Du Preez on Unsplash

19. Know when to
give up
● Practice saying “I don’t
know”
● …but I know how to find
out.
● Vulnerability sets people
at ease
● Enthusaism for learning
● “Let’s learn together”
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Photo by Jackson Simmer on Unsplash

20. Assess Digital
Literacy
● Competence
1. How long have you
used this tech?
2. How often do you use
it?
3. How often do you seek
help?
● Comfort
On a scale of 1-10
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Photo Photo by Weenail on Unsplash

21. Sensitivity to
Diverse
Experiences
● Acknowledging diversity
● Individualized help
● Ask what is needed
● Look for the unspoken Ask
● “Tech for All” L. Comito, ed.
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Photo by Matt Collamer on Unsplash
https://www.goodreads.com/book/show/41546241-tech-for-all

22. Develop Patron
Learning
Resources
● Beyond Classes and Demos
● Learning Groups
● Leverage community
expertise
● Tech mentors
● The protégé effect works
for everyone
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Photo by NEXT Academy on Unsplash

23. Just give them the
damn fish
● Know when this is
appropriate
● Exercise empathy and good
judgment
● In times of crisis, this is
more appropriate
● Patron service and Self-care
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Photo by Jakayla Toney on Unsplash

24. Use Your
Resources
● Ask for help
● Learn on the spot
● Ask for the SPECIFIC
support you need
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Photo by Smart Araromi on Unsplash
Managers – take specific support requests seriously.
Work with your staff to determine what tools they will
need.

25. The Keys to the Castle
● Enhancing your own knowledge and confidence
● Providing supportive learning environments
● Serving with empathy and compassion
Especially important in times of crisis
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Photo by Toa Heftiba on Unsplash

27. Questions and Comments
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28. Thanks!
Any questions?
You can find me at:
● @eclasper
● eclasper@library.rochester.edu
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