Tech Competencies presented by Jay Rancourt at NHLA Spring Conference April 2014
Best Practices for Frontline Staff
1. Try to determine a patron’s level of comfort with technology and tailor your answers accordingly.
2. What are the first questions to ask: Have you charged your device up? Have you begun to customize your device (password, registration, downloading apps, etc)? What do you intend to use the device for?
3. How can you deliver assistance most effectively while at a busy circulation desk?
4. How do you handle difficult and time-consuming questions?
5. When do you draw the line of lengthy tech problems/patrons?
6. How do you ensure that your staff has sufficient tech skill to be of real service to your patrons?
7. What handouts do you have on hand to give to your patrons (and staff)?
8. What online resources can you point patrons to for assistance in the future?
9. Have you posted tutorials on your library website?
10. Do you have a tech ‘expert’ on site? – Do other staff refer tech questions to the ‘expert’? To get
everyone to participate, have the ‘expert’ lead trainings for staff on library time. Offer a staff petting
zoo once a month – make devices available for them to play with.
Resources on Tech Training and Troubleshooting
Library Competencies from WebJunction – contains section on core Tech Competencies, starting on page 12
Use or type in a search string for video tutorials
a Google-like search engine for geeks
Bobbi Slossar’s blog for help with Overdrive or Overdrive’s
Wikipedia is great for looking up tech terms
Online tech dictionary for techies
Videos & tips from the Gates Foundation
Video chat from Google helpouts
News on ebooks, libraries, and publishing
Tech tutorials for every kind of learner
There’s something on the Internet for everyone, so let’s get started!
Help, tutorials, tips and how-to guides for Windows and Linux
Online geek magazine featuring cool websites, cool software and internet tips
iPhone & iPad apps reviews