emedia and the technology reference interview
DESCRIPTION
Learn the basics about public library eMedia and how to conduct the technology reference interview.TRANSCRIPT
eMediaand the Technology
Reference Interview
What you will learn in this course
Basics about the library’s eMedia collection
Basics about mobile devices
How to conduct the technology reference interview
A patron’s ability to use technology directly correlates with our
circulation, which in turn affects library funding.
But first, why is being able to help patrons with technology important?
Upward trend in digital usage
The migration from print to digital is not going away and will only increase rapidly
Books -2.6%
DVD-2.3%
CDs & Audio books-6.9%
2012 to 2013
eBooks 33%
Hoopla (coming
soon)
Netflix, Hulu, etc. Pandora, Spotify, etc.
Freegal Overdrive
26%
Amazon
Text
In order for libraries to survive we must adapt to our customers needs and expectations.
What you need to know about our eMedia
The Willoughby-Eastlake Library provides virtual services to accommodate our patrons digital needs.
coming soon… ends March 2014
Match the service with the product
Any of our services can be used on a computer or laptop but most of them will need an app to run on a mobile device – except Overdrive READ
So Many DevicesMANY DEVICES – FEW OPERATING SYSTEMS!
What is an operating system?
We are already familiar with operating systems.
Mobile Operating Systems
Although there are literally hundreds of different devices, there are only a handful of operating systems for mobile devices, aka what makes the device work.
iOS
Pew: 1 out of 3 Americans owns a tablet, 1 in 4 owns an eReader, and 43% have one or the other
Our Website Hits
9% of our website hits were mobile (26,000+) 201340
% A
pple
iPad
20%
Ap
ple
iPh
one
3% K
ind
le F
ire
One more thing…
What is the difference between a tablet, smartphone and an eReader?
A tablet and a smartphone both have an internet browser. An eReader does not.
Does an eReader use an operating system?
Yes, with limited functions: the top two eReaders are Kindle and Nook.
Common Actions and Features
AA
•Home Button•Settings•App Store•Safari (web)•Email
Apps can be moved and will not be in the same place on every device.
Icons look the same on every device.
Samsung Galaxy – Google Android
Common Symbols and Icons
Symbol or Button
PowerHomeBackApp StoreAppsMenuBackTabs (Web browser)
SettingsCameraEmailCalculatorWi-fi
When in doubt, look it up
Still can’t remember the basics about these operating systems? It’s okay – there are guides for that!
But It Won’t Download!
Common ProblemsDevicesSoftwareFormatsBorrowing LimitsPublisher LimitsWhat else?
Helping patrons is our mission and our priority. Reference Policy 5.6Motion 95-01Our customers are our number one priority. We provide service in a timely, efficient and organized manner. All customers are entitled to be treated with dignity, respect, fair treatment and equal access to resources. We believe the staff should be friendly and approachable people willing to listen, exercise flexibility and sound judgment, and go the extra mile. Our trained and knowledgeable staff are dedicated to providing assistance, instruction, and information that is specific to the needs of the individual.
We will touch on policy in the reference interview later on…
Our excuses
I’m not a techieI don’t even have a smartphoneI’ve never read an eBookI’m afraid I’ll break itI am not interested in technology.I have too much real library work to do.
We answer questions about
ScienceHistoryGenealogyReader’s Advisoryand lots more…
What we don’t 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.”“I don’t have time to listen to you
talk about genealogy.”“Oh! You read that trash! I can’t
help you.”
Tip #1
When confronted with a tech question, don’t dwell on the tech and think like a librarian.
Why you can do this!
You are smartYou already research so many different thingsNone of us are subject specialist in EVERYTHING
but we research it allTech reference is still referenceThere is a lot of information written about
technology – you just need to find it.
Run away Pass it off to another
coworkerSigh audiblyRoll Your EyesAnswer the phone to
pretend you’re busyShut down
What you shouldn’t do
Time to practice!
Find out what your patron knows about their device
Connect them to the wireless
Solve their issue or help them use their device
Determine what issue it isRefer to online resources if
you get stuck
How did it go?
Where you able to find the answer?Did you have to schedule a follow-up time?Did you get stuck? What resources did you use?Did the patron walk away satisfied?
Questions?
PLEASE FILL OUT YOUR EVALUATIONS AT THIS TIME.