libraries in a transliterate, technology-fluent world
DESCRIPTION
Presentation at November 2010 Internet Librarian conference by Colleen S. Harris (adjacent to Bobbi L. Newman's presentation)TRANSCRIPT
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Libraries (and Your Staff!)in a Transliterate,
Technology Fluent World
Colleen S. HarrisUniversity of Tennessee at Chattanooga
http://guardienne.blogspot.com
November 2010http://www.flickr.com/photos/tabithahawk/566748316
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“The illiterate of the 21st 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/
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Service Fluency: A Starting Point
More than customer service, which is making user happy at point of contact.
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got vision?
got mission?
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Your Staff Have Seen and Troubleshot
• Punch Cards and Excel spreadsheets• 5 ¼” floppies and USB drives
• Typewriters and mini-netbooks• Beautiful penmanship required in job ads
• Real card catalogs and OPACs• Paper indexes & abstracts, Dialog and Google
http://www.flickr.com/photos/spadgy/313252882
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Not just our Budgets, But Our Staff
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You: The Manager
Environment Creation and Staff Development
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How are you arming your staff?
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Intended and Serendipitous Use
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Planning & Evaluation: I
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WHAT DOES EXCELLENT CUSTOMER SERVICE LOOK LIKE?
AND…CAN YOU MEASURE IT?
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Planning & Evaluation: II
Cecily demonstrates her superior webcam abilities for her colleagues
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Focusing on Staff Needs
http://haochen.wordpress.com/2008/05/20/i-made-a-lolcat/
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Arthur C. Clarke’s 3rd Law:
Any sufficiently advanced technologyis indistinguishable from magic.
http://www.flickr.com/photos/smanography/2299171379/
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The Stumbling Blocks on the Road to Fluency
Lack of Knowledge Lack of Execution
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FATIGUE & FEEDBACK
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Real Library Examples• Merging Service Points• ILS/e-reserves migration• Updates to staff clients• Changing ILL workflows• Website redesign• Tech lending expansions• New software installs• Social networking presence• Student assignments• Professional Networking• The Cloud• Patron Outreach• Experimenting (QR codes)
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“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