Technology ReferenceAn Introduction to working the Do Space Help Desk

Michael SauersDirector of Technology

Traits needed to help with tech questions:

Do I need to be a Techie?

ConfidenceJust because you have “no clue” when the member presents their problem to you, doesn’t mean you can’t discover clues and ultimately solve the mystery.

https://www.flickr.com/photos/30553515@N00/214795097

ListeningSkills

Questioning Skills

A willingness to look outside the box◼ Are download problems

related to Internet access problems?

◼ Did a publisher send a corrupt file to OverDrive?

◼ No identifiable reason for difficulty? Delete the files and try again…

http://www.dailydot.com/business/amazon-prime-rate-hike/

The Reference Interviewhttp://minifigures.lego.com/en-us/bios/librarian.aspx

“A REFERENCE INTERVIEW IS A CONVERSATION BETWEEN A LIBRARIAN AND A LIBRARY USER, USUALLY AT A REFERENCE DESK, IN WHICH THE LIBRARIAN RESPONDS TO THE USER'S INITIAL EXPLANATION OF HIS OR HER INFORMATION NEED BY FIRST ATTEMPTING TO CLARIFY THAT NEED AND THEN BY DIRECTING THE USER TO APPROPRIATE INFORMATION RESOURCES.”

WIKIPEDIA

The Steps of theReference Interview

HTTP://WWW.STATELIBRARYOFIOWA.ORG/LD/I-J/INFOLIT/TOOLKIT/GENINFO/REFINTERVIEW

BeApproachable

Show Interest

https://www.flickr.com/photos/smanography/447087576

Interview 

https://www.flickr.com/photos/7953061@N02/14472397513

Search

https://www.flickr.com/photos/tradladns/10492948616

Answer

Follow-Up

https://www.flickr.com/photos/walkn/3526522573

https://commons.wikimedia.org/wiki/File:Flickr_-_The_U.S._Army_-_Searching_for_opposing_forces.jpg

Where can youlook for answers?

Gimlet

Hello, thank you for calling Do Space, this

is [insert name here], how may I

help you?

Helping on the phone• REMEMBER WE’RE HERE TO HELP PEOPLE WITH THE

TECHNOLOGY IN THE BUILDING.• WE’RE HAPPY TO HELP OVER THE PHONE WITH

TOPICS LIKE:• EVENT INFORMATION• RESERVING EQUIPMENT & ROOMS• GENERAL INFORMATION ABOUT DO SPACE

• IF THEY NEED ASSISTANCE WITH HARDWARE OR SOFTWARE WE OFFER, THEY REALLY SHOULD COME IN.

https://www.flickr.com/photos/davedugdale/5102910864

If/When you take over

When to suggesta mentor

http://www.refiningtruth.com/ye-judge-flesh-judge-man/

http://diyconfessions.com/tag/not-sharing/

Any questions?