This document discusses preparing for and handling technology-based reference questions from patrons regarding their mobile devices. It begins by encouraging librarians to welcome such questions and discusses viewing them through the lens of traditional reference by focusing on the patron's informational needs rather than the technology. The document then examines differences in the reference interview process for tech questions, such as gathering details about the device and issue from the moment the patron approaches the desk. It emphasizes addressing the patron with confidence and providing resources to troubleshoot problems themselves.

1. The Technology-Based Reference
Interview
Gadget Edition: Spring 2011

2. Deep breath... Relax. It’s just technology.

3. Our Goal
• To welcome technology-based
reference questions from
patrons

4. By...
• Discussing the similarities between traditional, non-tech reference and
gadget-based reference
• Examining different scenarios of gadget-based questions
• Learning about mobile devices

5. What business are we

6. Are we in the book
business?
Historically, books were valuable.
We protected the books.
Books contained knowledge,
information.

7. Librarianship
really isn’t about
“protecting”
books. Is it?

8. Are we in the
the information
business?
Books contain information.
But now information is found in more
places than just books.

9. Are we in the computer
business?
It feels like it...

10. Are we in the entertain-
ment business?
We offer novels, DVDs, video
games, storytimes, show movies,
present performers, etc.

11. What business are we really in?

12. We are in the PEOPLE
business!

13. Customer Service &
Community

14. Why Gadgets?
• People have gadgets.
• People use these gadgets to
get the services we provide.
• We could ignore their needs,
but would that make people
happy with us?

15. Not so much.

16. Whoa! Wait a minute.
• There are a lot of gadgets out there!
• There’s no way we can deal with all of these.

17. Our excuses
• I’m not a techie.
• I don’t even have a smart phone.
• I’ve never read an eBook.
• I’m afraid I’ll break it.
• I don’t have any interest in technology.
• I have too much real library work to do.

18. Tip #1
When confronted with a tech
question, don’t dwell on the
tech and think like a
librarian.

19. Why You Can Do Tech Reference...
• You are smart.
• You already research so many different things for people.
• None of us are subject specialists in EVERYTHING! But yet we research it
all.
• Tech reference is still reference.
• There is a lot of information already written about technology -- you just
need to find it.

20. Why you should
It rocks making people happy!

21. The resources are available.
✴ The blog: http://nhdbooks.blogspot.com
✴The help instructions: http://nh.lib.overdrive.com/help.htm
✴The compatible device site: http://nh.lib.overdrive.com >>
Supported Readers & Players
✴Google! Googling the error message is always helpful!
✴CNet Reviews: http://cnet.com
✴Mobile Read Forums: http://mobileread.com/forums

22. The reference interview

23. Traditional
• Greet the patron
• Listen to question
• Reword the question to confirm
• Provide answer/resource
• Conclude interview

24. Questions We Answer
• History
• Science
• Genealogy
• Readers’ Advisory
• Value of antiques, coins, paintings

25. Do we say...?
• I’m sorry, but I didn’t take any art classes in college. I wouldn’t
know where to start to help.
• Oh, I’m too young to know anything about history. Please go ask
that older librarian for help.
• I don’t have time to listen to you talk about genealogy.
• Oh! You read that trash! I can’t help you.

26. Why do we give
ourselves permission
to get out of gadget
questions?
There’s really no good excuse.

27. Differences
• There are differences between the tech-based reference interview and the
tradition one.
• Let’s start at the beginning...

28. What to look for:
• The patron walks to the reference desk holding a gadget still in its original
packaging.
• There is a desperate look in their eyes.
• There is an edge in their voice that can only come from a frustrating
evening trying to make technology work correctly.

29. Greeting
Your patron might have spent
several hours fighting with
technology.

30. They might be feeling...
• Angry
• Frustrated
• Stupid
• Embarrassed
• Resentful (of the library, librarians, you!)

31. What You Cannot Do
• Run away
• Point to a coworker
• Yell for a coworker
• Sigh (audibly)
• Roll your eyes

32. Do not shut down.

33. What you’ve gotta do:
• Take a deep breath.
• Continue smiling.
• Show enthusiasm.

34. Fake it, if necessary.

35. Why?

36. Confidence
Just like trained guard dogs, gadgets can sense fear.

37. Confidence?
By smiling, being friendly, and showing confidence you are taking
control of the situation. You can’t let the question fill you with fear
and addle your brain.

38. Tip #2
From the moment the interview begins, you can
informally start gathering information about the
gadget and the problem.
Use the greeting period as an opportunity to figure
out how to proceed with the interview.

39. New, fully packaged

40. Feel flattered!
You are a tech superstar in their
eyes.

41. Before breaking the seal:
• Ask what they want to use the gadget for.
• Is it compatible?
• Look at some reviews.
• Explain that it probably needs to be fully charged before you can help.

42. Repackaged
What it means...

43. Repackaged
• They’ve tried it out.
• It was confusing.
• Something didn’t work right.
• They need help getting started.

44. Summary: New Gadget
• Make note of the model
• Check that the device will do what the patron hopes it will do.
• Find reviews. Good buy? Will the PERSON be HAPPY accessing
the LIBRARY SERVICE with this device?
• Find and print/email the user guide to the patron.
• Direct them to the getting started information for the library
service.
• Send the patron home to charge the device/read through the user

45. Exercise: Is this
compatible?
PocketBook Pro 602

46. Scenario: Can I read library eBooks on this? How?
• Find out it if is compatible with NHDB service.
• Is there anything else special to know about it?
• (Try Googling the model name. A good resource is the MobileRead
forums.)
• Does it get good reviews? Did you find any YouTube videos?
• Can you find a user guide?

47. New gadget, no
packaging
• Similar steps as the packaged
gadget, but lacking:
• Clearly labeled gadget ID
• Meager instructions
• Cables
• Ability to play the “go-home-
to-charge-it” card.

48. What’s probably happening...
• They’ve either had the device and haven’t been using it (for fear of having
to set it up)
• Or they’ve been using the phone, player, or ereader for other purposes and
now want to make the gadget work with a library service you offer.
• Either they tried to make it work with the service and ran into problems.
• Or they didn’t know where to start.

49. Tip #3
Keep your questions
nonthreatening.

50. Some of my favs:
• When did you get it?
• Where did you get it from?
• Have you been using it a lot? / Do you like it?
• What did you get it to specifically do?

51. And finally...
• What is it not doing properly?
You now have enough information to determine if the problem lies with the
abilities of the device or the actions of the user.

52. How to manage unsuccessful results
• Did you get a specific error message?
• Can you tell me what it was? With the help of Google, even a partial error
message and the name of the device or service (software) will point you to
good results.
• Can I direct you to a tutorial to help you get started? Oftentimes it is simply
user error that causes unsuccessful results.
The best way to manage user error problems is by knowing the steps of using
the service with various devices!

53. Researching Specific Error Messages
• Finding an answer to an error message is like detective work!
• You might need to dig to find the right answer.
• Places to start include: The blog, MobileReads forums, a Google search of
the error message.

54. In summary:
• What is the device/model?
• What does the patron wish to do with the device?
• What is the device not doing correctly?
• What is the patron not doing correctly?
• What error messages are there?

55. Research Question:
I’m a Mac user.
I have a new Nook.
I get the error, “User Not Activated.”
What should I do?

56. Logic Question
What’s happening here:
My husband and I both have Nooks.
When I connect the Nook to my computer I keep losing my
eBooks.
What can I do?

57. Know-the-service question
I can’t get this audiobook on my iPod

58. Questions to ask:
Is this the first time you are using the service?
Which type of computer are you using?
Have you installed the free software? (OverDrive Media Console)
Did you download the audiobook?
Can you play it from the OverDrive Media Console program?
Have you set your import settings in iTunes and are you manually
managing your music and videos?
Is iTunes open? Can you see your iPod?

59. The “faulty” device (no patron-supplied error message)
1) The device is incompatible with the service:
• Check the compatibility list.
2) The user needs assistance to learn how to make the device work as you
suspect it should.
• Provide them with the getting started guide. It could be simple
user error
3) The device itself is faulty or the DRM is causing problems.
• Contact OverDrive support or manufacturer support.

60. Android
Google’s Operating System

61. Android Hints
• Is it an Android? Look for the • Direct download of MP3
“Google” brand or the four audiobooks, but transfer (with
“buttons” at the bottom of the cable) from computer
screen. recommended
• Open source operating system • Direct download of eBooks with
OMC app.
• Used by many, many phone and
tablet manufacturers • To download eBooks, must be
authorized with an Adobe ID.
• Each manufacturer makes
changes to the system

62. Apple
What to know

63. Apple Hints
• Uses proprietary DRM • Read OverDrive eBooks with
OMC app or Bluefire Reader
• Purchase music & video app
through iTunes
• All eBook apps must be
• Purchase eBooks through authorized with an Adobe ID
iBooks app
• Directly download MP3
• Purchase MP3 audiobooks with audiobooks via wireless or
cellular connection.
Amazon
• It’s recommended to download
MP3 to computer and transfer
with cable via iTunes

64. Dedicated Readers
• May offer wireless or cellular • Often developed on closed
download of eBooks purchased Android operating system
from store
• All OverDrive eBooks are
transferred from computer with
cable via Adobe Digital Editions
(or Sony Reader Library)
• Early returns through Adobe
Digital Editions (or Sony Reader
Library) only

65. The Kindle
• Created by Amazon • Now allows wireless downloads of
Audible audiobooks (wifi, not
cellular)
• Uses proprietary DRM
• Wireless Internet access to check
• Does not use EPUB (the format
email, use Wikipedia, etc.
NHDB uses)
• Not compatible with OverDrive
• Allows wireless downloads of
Kindle eBooks

66. Great job!