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Libraries (and Your Staff!) in a Transliterate, Technology Fluent World Colleen S. Harris University of Tennessee at Chatt...
“ The illiterate of the 21 st  century will not be those who cannot read and write, but those who cannot learn, unlearn, a...
Service Fluency: A Starting Point <ul><li>More than customer service, which is making user happy at point of contact.  </l...
got vision? <ul><li>got mission? </li></ul>
Your Staff Have Seen and Troubleshot <ul><li>Punch Cards and Excel spreadsheets </li></ul><ul><li>5 ¼” floppies and USB dr...
Not just our Budgets, But Our Staff
You: The Manager <ul><li>Environment Creation and Staff Development </li></ul>
How are you arming your staff?
Intended and Serendipitous Use
Planning & Evaluation: I
WHAT DOES EXCELLENT CUSTOMER SERVICE LOOK LIKE ? <ul><li>AND…CAN YOU MEASURE IT? </li></ul>
Planning & Evaluation: II Cecily demonstrates her superior webcam abilities for her colleagues
Focusing on Staff Needs http://haochen.wordpress.com/2008/05/20/i-made-a-lolcat/
Arthur C. Clarke’s 3 rd  Law: <ul><li>Any sufficiently advanced technology </li></ul><ul><li>is indistinguishable from mag...
The Stumbling Blocks on the Road to Fluency <ul><li>Lack of Knowledge </li></ul><ul><li>Lack of Execution </li></ul>
FATIGUE & FEEDBACK
Real Library Examples <ul><li>Merging Service Points </li></ul><ul><li>ILS/e-reserves migration </li></ul><ul><li>Updates ...
“ I'd be happy if I could think that the role  of the library was sustained and even  enhanced in the age of the computer....
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Libraries in a Transliterate, Technology-Fluent World

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Presentation at November 2010 Internet Librarian conference by Colleen S. Harris (adjacent to Bobbi L. Newman's presentation)

Published in: Education, Technology
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Libraries in a Transliterate, Technology-Fluent World

  1. 1. Libraries (and Your Staff!) in a Transliterate, Technology Fluent World Colleen S. Harris University of Tennessee at Chattanooga [email_address] http://guardienne.blogspot.com November 2010 http://www.flickr.com/photos/tabithahawk/566748316
  2. 2. “ The illiterate of the 21 st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn.” ~Alvin Toffler http://www.flickr.com/photos/protocol/3244887521/
  3. 3. Service Fluency: A Starting Point <ul><li>More than customer service, which is making user happy at point of contact. </li></ul>
  4. 4. got vision? <ul><li>got mission? </li></ul>
  5. 5. Your Staff Have Seen and Troubleshot <ul><li>Punch Cards and Excel spreadsheets </li></ul><ul><li>5 ¼” floppies and USB drives </li></ul><ul><li>Typewriters and mini-netbooks </li></ul><ul><li>Beautiful penmanship required in job ads </li></ul><ul><li>Real card catalogs and OPACs </li></ul><ul><li>Paper indexes & abstracts, Dialog and Google </li></ul>http://www.flickr.com/photos/spadgy/313252882
  6. 6. Not just our Budgets, But Our Staff
  7. 7. You: The Manager <ul><li>Environment Creation and Staff Development </li></ul>
  8. 8. How are you arming your staff?
  9. 9. Intended and Serendipitous Use
  10. 10. Planning & Evaluation: I
  11. 11. WHAT DOES EXCELLENT CUSTOMER SERVICE LOOK LIKE ? <ul><li>AND…CAN YOU MEASURE IT? </li></ul>
  12. 12. Planning & Evaluation: II Cecily demonstrates her superior webcam abilities for her colleagues
  13. 13. Focusing on Staff Needs http://haochen.wordpress.com/2008/05/20/i-made-a-lolcat/
  14. 14. Arthur C. Clarke’s 3 rd Law: <ul><li>Any sufficiently advanced technology </li></ul><ul><li>is indistinguishable from magic. </li></ul>http://www.flickr.com/photos/smanography/2299171379/
  15. 15. The Stumbling Blocks on the Road to Fluency <ul><li>Lack of Knowledge </li></ul><ul><li>Lack of Execution </li></ul>
  16. 16. FATIGUE & FEEDBACK
  17. 17. Real Library Examples <ul><li>Merging Service Points </li></ul><ul><li>ILS/e-reserves migration </li></ul><ul><li>Updates to staff clients </li></ul><ul><li>Changing ILL workflows </li></ul><ul><li>Website redesign </li></ul><ul><li>Tech lending expansions </li></ul><ul><li>New software installs </li></ul><ul><li>Social networking presence </li></ul><ul><li>Student assignments </li></ul><ul><li>Professional Networking </li></ul><ul><li>The Cloud </li></ul><ul><li>Patron Outreach </li></ul><ul><li>Experimenting (QR codes) </li></ul>
  18. 18. “ I'd be happy if I could think that the role of the library was sustained and even enhanced in the age of the computer.” ~ Bill Gates

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