or, The Hitchhiker’s Guide to Fear and Loathing at a Public Library Reference Desk


NELA-ITS Spring 2008 Workshop

   June 12th, 2008 Brian Herzog

Library-Wide Proficiencies PresentationLibrary-Wide IT Proficiency Workshop
New England Library Association, Information Technology Section
June 12, 2008 - Bryant University, RI
Gary McCone & Grace Sines

I'm writing today from the NELA-ITS Spring 2008 workshop. The handouts are available below, so I'll just be annotating with a few points throughout the day, and also trying to add pictures to flickr.

Here are the handouts, that were provided to all attendees on a flash drive:

Part I
Overview of the National Agriculture Library, and the services they offer. Being a national library, they are a resource for everyone, so check them out.

Library-Wide IT Proficiencies

  • Why are IT proficiencies important? It's important to get IT support right the first time with the end-user, so front-line staff need to feel comfortable in both doing the support and managing expectations (we cannot "fix the internet").
  • Keys to success Enable non-IT staff, excellent communications, understand end-users (needs, vocabulary and skills), know where knowledge or information lies within the organization, don't get stressed - we're all working towards the same goal
  • Get to know your users Know their generation, but get past stereotypes - teach based on how different generations learn
  • Expect things to change Technology will change, staff and users needs and skills will change - must expect change and be flexible to accommodate it
  • Listen to end-users Meet with end-users in a non-threatening way to learn directly from them what they need (although it might be delicate, focus on what is wrong, because no one is happy with IT), and work to get ongoing feedback

Part II
Roadmap to creating an IT-Savvy Library Staff

  • Technology Core Competencies Abilities, knowledge and skill required to do the job - can be itemized based on areas or tasks, such as "printer & copier," "operating system," "email," etc.
  • Types Can be task-based (skill: refill printer paper) or descriptive (knowledge: know how to surf the internet)
  • Get involvement from everyone Everyone should be involved in defining them and what is needed to achieve them (management, professional staff, front-line staff, etc)
  • Plan implementation Everyone knows what's happening and what to expect, and how competencies can be met
  • Resources
  • Why have them? Promote customer service, increase motivation, address fear/threats of technology or people with limited skills (and don't be afraid of providing incentives and praise)
  • IT Liaison Program Designate one person from each department to be the lead liaison with the IT department - hopefully someone interested in IT, to be the first point of contact
  • Ideas for training Experts in the library leading sessions, creating fact sheets (your own knowledge base), online training/webinars (free and fee), weekly tips. mentoring programs, regional trainers, keep track of what library staff don't know (FAQs)
  • Topics for training Evolving technologies, real-world issues (spam, phishing, flash drives, etc), tour the library website, Google labs, digital rights management, RSS, media formats (flash, audio, interactivity, etc), hardware petting zoo (new gadgets, gizmos and games)


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Upcoming Workshop: Library-Wide IT Proficiencies

   May 1st, 2008 Brian Herzog

Unshelved Comic StripToday I'm peddling a workshop that a committee on which I serve is holding in June. The committee is the Information Technology Section of the New England Library Association, and it'll be fun, and interesting. Check it out:

"Library-Wide IT Proficiencies"
The workshop is focused on teaching technology self-sufficiency, so library staff in every department can feel comfortable handling common technology issues. Using a "train the trainer" format, the presenters will emphasize sharing the practical knowledge and skills IT staff may take for granted. The goal is to reduce the fear factor many library staff have when dealing with common technology, from changing printer cartridges to navigating the network.

Date: Thursday, June 12, 2008
Location: Bryant University, Smithfield, RI (Directions to BU's Bryant Center)
Cost: NELA Members - $55 Non-members - $65

Program Schedule
8:30 Registration and Continental Breakfast
9:00 - 12:00 Part I: Proficiency, IT Staff and End Users
12:00 - 12:45 Buffet Lunch
12:45 - 3:00 Part II: Roadmap to Creating an IT-Savvy Library Staff
3:00 Questions and Program Wrap-Up

Each workshop attendee will receive a flash drive containing all presentation materials and handouts!

To Register
Secure online registration & downloadable mail-in registration [pdf] are both available at http://www.nelib.org/its/conference.

More About The Workshop
IT staff must be able to assist in maintaining a library-wide level of competence and confidence not only in using current IT resources, but also in learning new ways of working smarter. The workshop begins with the basic elements of end user education to promote departmental self-sufficiency and moves on to the higher level of assisting librarians with cutting edge technology awareness and use. Participants will receive tools, techniques and many ideas on ways to increase the IT proficiency of all library staff.

About The Presenters
Gary K. McCone and Grace R. Sines work in the Information Systems department of the National Agricultural Library. As Associate Director, Gary is responsible for the development, maintenance and quality Assurance of computer systems and NAL databases, and has significant experience in providing consultation for the establishment of libraries in developing countries. Grace, Deputy Associate Director for Information technology, has over 20 years of experience in managing information technology services, and has authored numerous Federal policies and procedures concerning the implementation and operation of information systems.

For more information, please contact Rick Taplin, ITS Chair at ITS@nelib.org or call 508-655-8008, x201.



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