Thingamabobs and Doodads:

Why Tech Support IS ReferenceMary Kelly & Holly Hibner

http://awfullibrarybooks.net

www.slideshare.net/awfullibrarybooks

What is a Reference Question? “Information contact which involves

the knowledge, use, recommendations, interpretation, or instruction in the use of …information sources”

Print, non-print, databases, and catalogs

In person, by phone, by fax, by mail, or by email from an adult, a young adult, or a child.

-from Public Library Statistics Cooperative for Public Library Data

What is a tech support question?

Image: http://randwick-computer-repairs.pcrestorer.net

Our Interpretation

Librarians must be knowledgeable not only on

information, but also its packaging and delivery.

Imag

e: h

ttp://

amaz

on.c

om

Image: http://pollsb.com

Image: http://cellphonebattles.com

“Libraries are not computer support centers!”

I am a librarian, NOT a computer troubleshooter.

Image: http:// expressresponse.com

Libraries are much more

RelevancyLibrary missionMarketingStaff development

When people choose the library, it says a lot about

their expectations.

Public Perception

Refusing help makes the library look irrelevant and unhelpful.

Patrons just need help.

Not their responsibility to know what they can ask of whom.

Image: http:// mccinformer.wordpress.com

Familiarity and Effort Go a Long Way

“…support is about more than just having an answer. It’s having an answer that someone can use. If someone is frustrated and you frustrate them even more by giving short, cryptic, or peripheral answers, and by ignoring his/her emotional state, you’re not really being as supportive as you can”

▪ – D. Scott Brandt in How Not to Market Your Tech Support

You Don’t Get to Choose

…what kinds of questions you will answer

…what kinds of people you will wait on

Support your

library’s mission!

Image: http:// vercors.univ-savoie.fr

“But I don’t have time.” Do you have time to do traditional reference?

Triage

Tech Aides

One-on-one appointments

Public instruction classes

Prioritize training in off-desk time

Track questions to make a case for more help

Image: http://artofmanliness.com

“But Tech Support/My Boss Won’t Let Me!”

Communicate with Tech Support/Boss

Ask them to shadow you

Giving staff access

Giving the public access

Create a troubleshooting blog

Image: http://clipartheaven.com

“But I might mess up their stuff”

Similar to tax, medical, legal reference Afraid to give “advice”

Suggestions: Buy some equipment for staff to play

with Don’t claim to be expert Make suggestions to patrons

THEY decide what suggestions to take Have a waiver (less practical) Create troubleshooting blog

What’s in it for the Tech Staff?

They aren’t called to help with every little thing

They learn each department’s function Staff learns Tech Department’s point of

view They contribute ideas beyond fixing

broken stuff Everyone contributes to the library’s

mission

Core Competencies

Web Junction: http://www.webjunction.org

Competency Index for the Library Field webjunction.org/compete

ncies

TechAtlas Staff Skills Survey http://webjunction.techatlas.org/

tools

Core Competencies

Attitude Learning how to put it back on you when

patron doesn’t get it Teach without being defensive Reference Interview

Image: http://bffwebsite.wordpress.com

Core Competencies

PC basics Knowledge of library’s public

computer setup Ability to fix small problems quickly Help tech support staff identify bigger

issues Image: http://m

ycarefreepc.com

Core Competencies

Computer Security Phishing/Pharming

▪ http://www.sonicwall.com/phishing/

Viruses/Worms/Trojans What are they? What to do when detected Safe practices

Image: http://computertipsplus.com

Core Competencies

Data management Saving and retrieving information

on any device that stores data File extensions

Image: http://howstuffworks.com Image: http://dpreview.com Image: http://blog.frankvh.com Image: http://usbt.net

Core Competencies

Fundamentals of web pages Web browsers Printing - frames Blogs and wikis Plug-ins Displaying languages in various scripts Not displaying images Blaming the web page vs. blaming the

library▪ http://downforeveryoneorjustme.com/

Image: http://organiseyoursite.com.au

Core Competencies

Internet sources Collection of ready reference sources Online directories and databases Using search engines effectively When to use search engine vs. other

internet source Internet as a workaround to other

problems▪ Tech Tools for Reference -

www.slideshare.net/hhibner

Core Competencies

Social Web Facebook Twitter Gaming Chat

Image: http://theage.com.au

Core Competencies

ILS Awareness of functions outside of department

Fine limit reached = Can’t place hold Hold placed at reference: ready for pickup at

circ? Cataloged as reference = no check-out or holds Cataloged as serial = find current item at

reference Are all parts accounted for at check-in/check-

out? Have all parts been requested?

Hiring Implications

Determining level of competency in an interview: Scenario-driven questions Give them a simple test Focus on technology to establish culture Ask them to prepare a technology

lesson Explain core competencies

Image: http://tempaystaffingtimes.com

Tech Training

Integrate departments for shared training

Create a culture of technologyMake technology unavoidable and

relevantDefine tech competency for each

position

Image: http://rockm

artlibrary.org

Scenario #1

“My laptop won’t connect to the library’s

wi-fi network”

Scenario #2

(For the 5th time today, 5 days in a row, from the

same patron):

“How do I send a file to someone by email?”

Scenario #3

It’s 4:00pm on a weekday. The computers are filled up. The reference desk is hopping. A line is forming. The phone is ringing. A very sweet elderly patron says she doesn’t know

anything about “that interweb” but she heard you could get

coupons online.

Scenario #4

“I’ve got a stack of 300 old photos. How can I scan

them

…and what do I do with them once they are

scanned?”

Scenario #5

“I’d like to order this item for my granddaughter’s

birthday. It’s only available at this online store. Can you help me place an order with my

credit card?”

Tech Training Tips

Make tutorials or podcasts Wink, Cam Studio, Jing

Image: http://www.flickr.com/photos/abletoven/3223086466/Image: http://huilvsay.com

Resources for Tech TrainingYouTube.comTeacherTube.comVideoJug.com5min.comeHow.com VideosInstructables.com Tutorialized.comInPics.netMakeUseOf.com

Resources for Tech Training

TechSoup for Libraries http://www.techsoupforlibraries.org/

“Cookbooks” on subjects like: Planning and Decision Making Communication and Partnerships Buying and Deploying Technology Maintaining and Sustaining

Technology Networking and Security Innovation

Resources for Tech Traininghttp://www.webjunction.org Learn about:

Technology planning Performing computer inventories Surveys for determining technology

needs Providing tech support Buying technology Emerging technology Security

In Conclusion

Embrace technologyTrain reference staff to support

technologyBe open minded: librarianship is

changingCriteria for library relevancy has also

changed

Tech support IS reference.

Contact Information

Mary Kelly & Holly Hibner

Twitter: @awfullibbooks, @hhibner, @librarymary40

submit@awfullibrarybooks.net

www.slideshare.net/awfullibrarybooks

http://awfullibrarybooks.net