E-readers: step into your patron’s shoes

My best preparation for helping others adapt to this new technology has been to own and operate my own e-reader. I will hereby truly confess that I was not instantly savvy and suave with the gadget of my choice. No, I definitely had a learning curve to climb. Even if you had no moments of confusion or missteps, put yourself in the shoes of your patrons. Imagine helping your not-so-computer-slick grandmother who doesn’t care about keeping up with the tech-savvy Joneses but just wants to read on a device that will allow her to adjust the font size to her liking.

The following are some of the assumptions I bumped up against while getting acquainted with my e-reader. Your patrons may be coming to the library to be disabused of similar assumptions.

1. I know how my device works.
Gadgets don’t come with detailed instruction manuals these days. No, I don’t believe it is the responsibility of library staff to be a walking instruction manual to educate patrons in the use of their devices; just be prepared for some level of ignorance about the features and functionality.

My shoes: I bought my e-reader at a big box electronic equipment store. After waiting 10 minutes for someone “knowledgeable” about e-readers to show up, I was not told anything more than the information I had arrived with and did not even have the opportunity to operate a test device. I learned later while reading reviews of my model that it has a stylus (so sleekly embedded that it was invisible to me) and the capability of writing and drawing note pages—cool!

2. Checking out an e-book from the library is as easy and familiar as checking out any other item.
It is super-easy to purchase a book from the brand’s online store with a wifi-enabled device. Simply locate the object of reading desire, supply your payment info, click purchase and the e-book pops onto the home screen rarin’ to be read. The commercial entities are good at creating a user-friendly process. This sets up a consumer expectation that the process will be equally seamless for a library download. Not so much.

My shoes: As I navigated to the special “digital books” section on my library website (not the regular catalog), I did diligently read the fine print, the list of compatible devices and the instructions for installing the special software to my computer (not my e-reader) that would allow me to download a book many steps later. I managed to download the desired book but then became confused about how to transfer it to my e-reader. I called tech support and received immediate assistance—yay!

3. I won’t have to wait on a hold list for the electronic version of a popular book.
Wrong.  Don’t be surprised if you are confronted by disappointed patrons. With the surge in popularity of e-readers, the waiting lists will only lengthen.

My shoes: If I had stopped to think about licensing restrictions on electronic content, I would have realized that, of course, there would be limited distribution of digital copies. But in spite of my insider library knowledge, I was caught by surprise to find that a book I wanted had 3 copies available and 8 people ahead of me. I’ve been waiting over two weeks so far …

Enough assumptions for now. I’ll close with a success story for my library: Seattle Public Library. This is actually my husband’s story. He was attempting to download his first library e-book and ran into a similar problem to the one I had encountered. Only it was 2:00 in the morning. He called the tech support number listed on the SPL “digital books” page. Someone answered the call! My husband was so pleased with the immediate help he received that he asked how he could donate to the library. The tech support person helped him navigate to the online donation form and the library was subsequently $50 better off.

Moral of the story: if your library is proud of its e-book tech support, why not place a “Donate Now!” button right next to the “help” button?

Betha Gutsche

Betha Gutsche has been a virtual librarian ever since receiving her MLIS from the University of Washington Information School. Immersed in the online community of WebJunction, she has cultivated community connections through forums, live online events, and writing stories about the library community. She has delved into e-learning design, curriculum development, needs assessment, and all things connected to social learning in the online world. Betha is the editor-in-chief of the Competency Index for the Library Field. She is now the manager of Project Compass, a program working with public libraries to augment their service to communities impacted by tough times. Underneath it all, Betha is an artist and loves to raise awareness of visual literacy and introduce people to the power of image.

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Technology Skills Library Staff Should Have

I was recently asked to draw up a list of technology skills that I thought members a library staff should possess.  I wrote my list in very broad strokes, before making it really specific to different tasks or specifying certain items only for certain positions.  I thought I would share this “rough list” with the rest of the library world in case it would help you too.  I advise getting more specific if you’re having staff self-assess on what skills they have, or actually provide trainings in these areas.  But this is a good starting point.

So what did I miss?  What would you take out?  Leave comments and let’s develop this list together!

Terminology

  • Technology terms glossary

Hardware

  • Parts of your desktop computer
  • Parts of a laptop computer
  • Using printers
  • Using photocopiers
  • Using telephones
  • Using fax machines
  • Using self-checks
  • Using projectors
  • Using digital still cameras
  • Using digital video cameras
  • Using digital microphones
  • Using sorting systems

Software

  • Operating system
  • Effective management of files and folders systems
  • Word Processing software
  • Spreadsheet software
  • Presentation software
  • Multimedia players and plug-ins
  • Web browsers
  • E-mail and calendar software (Outlook or whatever)
  • ILS (back-end staff-side stuff)
  • Computer and/or room reservation software
  • Online reference software
  • Photo editing software
  • Video editing software
  • Audio editing software

Security and Privacy

  • Policies regarding security on public computers
  • Policies regarding security on staff computers
  • Policies regarding user data collection and privacy

Public Computing

  • Familiarity with software
  • Familiarity with hardware
  • Familiarity with wired and wireless networks
  • Familiarity with computer and network use policies

Ergonomics

  • Proper ergonomic computer set-up
  • How to avoid repetitive stress injuries
  • How to avoid eye strain with computers

Library web presence

  • URLs for library’s website and catalog
  • Using the library’s website
  • Using the library’s web catalog
  • Best practices for searching the catalog and website
  • Familiarity with library’s or library vendors’ mobile apps or sites
  • Familiarity with eBooks collections
  • Familiarity with databases
  • Familiarity with virtual reference and tutoring services
  • Familiarity with accessibility requirements and procedures
  • Writing for the web best practices
  • How to post content (text, links, images) to the library’s website
  • How to post content to the library’s intranet
  • Best practices for social media (Facebook, Twitter, etc.)
  • How to post photos to Flickr
  • How to post video or audio files (to whatever sites you’re using)

Troubleshooting

  • Assisting in-house users effectively on our equipment or theirs
  • Assisting remote users effectively on their equipment

Personal Skills

  • Continuous learning
  • Change management
  • Planning and evaluating new information technology systems
  • Ability to quickly learn and adapt to new web services
  • One-on-one training best practices

New Features of ALA Learning

Beginning this month you’ll notice some small changes to the ALA Learning Blog and other communication tools. To engage our members in more conversations we are introducing monthly themes. You will see posts on the blog, content on the wiki, emails on the discussion forum, posts in ALA Connect, Facebook, Twitter, etc. that all relate to one theme.

November’s theme is how is training/staff development done at your library. You’ll hear about how training happens at libraries across the country from our contributing authors and you’ll be prompted to contribute your own stories and ideas.

Additionally, if you are a member of the LearnRT email discussion list, you will begin receiving ALA Learning blog posts via email though the email list.

We hope that this new format provides ways for us to share more material and have more conversations among our membership. Feel free to send your comments or thoughts to me at webmaster@alalearning.org.

Lori Reed

Lori Reed, Managing Editor of ALA Learning, has more than 15 years experience in training and is the Learning & Development Coordinator for the Charlotte Mecklenburg Library where she oversees the learning & development of a diverse group of staff at twenty libraries. Lori’s passions are performance consulting, learning strategies, and e-learning. Lori is coauthor, with Paul Signorelli, of Workplace Learning and Leadership: A Handbook for Library and Nonprofit Trainers. Lori also blogs at LoriReed.com and can be reached at lori[at]lorireed.com.

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5 Library Sources for Quick Computer Training

It’s hard to find good online technology tutorials, especially those for quick and basic computer skills. Harder still to find some that meet our high expectations as information professionals. So why not turn to the library world itself?

Below is a collection of my top 5 favorite sites for these quick computer training materials. These could be webinars, class handouts, tutorials, screencasts, you name it. What’s important is the content. It’s content I’m comfortable pointing a customer or a fellow staff member to if some core computer fundamental skills need improving. Weirdly, two institutions get two mentions apiece — but that’s because what they have is awesome.  Browse through what they have, and you might be surprised to find there’s something there for you too!

  1. Infopeople Archived Webinars (all past Infopeople webinars, often with PPTs or other handouts linked too; on topics other than technology too)
  2. Infopeople Training Materials from Past Workshops (from 8 hour live classes and 4 week online classes each class includes numerous how-tos, readings, bibliographies, exercises, tutorials, cheat sheets, and more; on topics other than technology too)
  3. Akron Summit County Public Library Computer Training Class Handouts (great list, copious detail)
  4. Akron Summit County Public Library Computer Training Tutorials List (equally good list but the materials are in tutorial format)
  5. Milwaukee Public Library Computer Class Curriculum (an extremely detailed list of basic and more intermediate computer skills, with printable handouts on how to do just about everything customers ask you how to do)

10 Smart Phone Apps to Help You Be a Better Trainer

Many of us carry smart phones with us wherever we go.  Whether you have an iPhone, an Android phone, or a Blackberry, you likely have access to thousands of applications that can make your life easier.  As a new Droid owner, I found a number of apps that I thought could help me as a trainer in my face-to-face classes.

Below is a list of apps that can help you while you are training or teaching, making you seem super-smart, tech-savvy, and creative.  I mention specific apps for the Droid and iPhone, but similar applications exist for most smart phones.  The specific names are just my recommendations — but every phone, every app list, and every person is different.   See what you can find in each category that works for you!  All are free, unless otherwise marked.  So load up your phone, and get ready to impress your next class!

  1. Music player – I find that students always love it when I have music playing before the class starts, as well as during the breaks.  I recommend installing the Pandora app, which is available for most phones.  It’s amazingly easy to use, and lets you play music on the phone while you are doing other things. You can choose one of the other many music players, like iMusic, some of which come with quick downloads of legal or semi-legal MP3 tracks as well.  Incidentally, there are many small portable speakers to plug into your phone if the internal speaker won’t do the trick.  This would be particularly helpful when your classroom has no wi-fi, so there’s no way to access streaming music.  I usually do a search for something calming, like “Meditation” and have Pandora create a nice soothing music station around that term. 
  2. Stopwatch or Timer – It’s easy to lose track of time when training, and so many of us don’t wear watches any more…instead relying on our phones. Many apps offer fairly deluxe stopwatches or multi-phase timers that can help you pace yourself and make sure you don’t run out of time.  Some timers even have really nice self-selected alarms, including flashing lights and/or non-obnoxious noises.  I like just plain Timer
  3. Chimes – It’s a good idea to have some kind of nice sound to indicate to students that you’re ready to re-start the class after a break or group exercise.  Nice, soft sounds can get people’s attentions just as much as the loud teacher-yell: “We’re ready to start back up now!”  I’m now a fan of White Noise Lite, which offers a number of nice nature-y sounds like windchimes, rain, etc., along with simple visuals for each.  Just start the sound, hold up your phone, and watch the learners reassemble.
  4. Tether – Tech is unreliable, and I can remember a half dozen classes where I expected an internet connection and there wasn’t any.  Now with unlimited data plans on phones and tethering applications, you can connect your laptop to your phone, and use the phone’s connection to access the web.  Granted, it’s slower than a typical wired or wireless connection, but if you need to use live demos in your class it’s a lifesaver.  That being said, you should always bring back analog (read: print) back-ups for your class materials.  As to what app to use, there are a lot out there.  I’m using Android-Wifi-Tether.
  5. Presenter ProPresenter Pro costs money ($1.99), but is worth every penny.  This program is for presenters, teachers, and trainers.  The program provides presentation tips, including video and audio examples of great presentation ideas.  The program can review your specific presentations and give tips geared toward your needs. Nice!  It’s like having a training coach in your pocket.
  6. Quote Dictionary – Use one of the many quote-filled apps meant to give you something to think about, or to give you something smart to say to your class!  I recommend 501 Inspirational Quotes, as most of these are applicable in a classroom environment.  Provide a quote at the start of class, throw out a few more throughout to sound really smart, and your students will classify you as a bookish fountain of knowledge…just what you wanted!
  7. Voice Recorder – My favorite voice recorder is simply named Voice Recorder.  You can use it to record quick notes to yourself about things to bring up later in class, or even tasks you need to do once class is over.  You can also use it to record the whole class – as long as your SD card has enough capacity, you can record your class and then save it as an audio file that you can review later to review your class’s successes or places you could have done better.
  8. Yoga Program – Sitting at a desk or computer all day is really tiring on the shoulders, back, and arms.  Use a free yoga program like Yoga Trainer to walk you through a few simple exercises to get your body back in shape.  This is a great thing to do with the whole class during stretch breaks.  Every time I’ve done this, students have thanked me profusely and even said they learned a new exercise for their desks!
  9. Presentation Remote App – Apps like i-Clickr ($9.99) or Logitech Touch Mouse (free) turns your phone into a presentation remote, letting you click through your presentation slides using your phone screen.  Again, one less gadget for you to carry with you when you travel to train.
  10. Documents Program – Make sure you have a documents program on your phone that will read Word, PowerPoint, and Excel files (or their equivalents).  The app that many iPhone users seem to like the best, Documents to Go, costs $11.99, the most expensive app I’ve seen so far.  But the ability to sync up your documents from computer to phone is super nice, and for on-the-go presenters, it’s a huge benefit.  I’m using QuickOffice, which is free and works just fine for reading documents that I’ve manually transferred to the phone. Never again worry about transferring files over to your flash drive—just plug your phone into the presentation computer and you’re good to go.  One less device to carry!

So many other programs are out there that help too – time and expense trackers to keep track of what you need to bill to your clients, mobile blogging apps so you can post to the class blog/website on the fly, Twitter clients to help you create live classroom conversations, cameras and Flickr uploading tools so you can share class photos, mobile Skype to help you bring in a guest speaker for free through your phone, restaurant finding apps to help your students find good nearby dining for your lunch break, and even spy-cams (Sec-u-ret spy cam) to use the camera to auto-photograph you while you’re teaching.  Look around with an eye for your life as a trainer and you’re bound to find many more ways to make yourself look like the super-awesome trainer you are!

Training Email Discussion List

Do you ever have a question about training or continuing education and wish that you could ask a group of library trainers? We have the solution!

ALA’s Learning Round Table, LearnRT, has an email discussion list that is open to anyone. The LearnRT discussion list is a great place to ask for ideas about training, share ideas and resources, post training related job opportunities, and more.

To subscribe:

  1. Go to http://lists.ala.org/wws/info/learnrt
  2. Click Subscribe
  3. Enter your email address
  4. Click Submit
  5. Check your email for a password from SYMPA
  6. Switch back to the ALA Mailing List Service window and enter the password
  7. Click Subscribe

Once these steps are complete you can click on Subscriber Options to set your delivery preferences. You can also change your password and subscribe to other ALA mailing lists. Unsubscribe at anytime by following the same steps and choosing Unsubscribe.

To email the list, send an email to learnrt@ala.org.

We hope to see you on the list!

Lori Reed

Lori Reed, Managing Editor of ALA Learning, has more than 15 years experience in training and is the Learning & Development Coordinator for the Charlotte Mecklenburg Library where she oversees the learning & development of a diverse group of staff at twenty libraries. Lori’s passions are performance consulting, learning strategies, and e-learning. Lori is coauthor, with Paul Signorelli, of Workplace Learning and Leadership: A Handbook for Library and Nonprofit Trainers. Lori also blogs at LoriReed.com and can be reached at lori[at]lorireed.com.

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