1. Better Service for Library Users
Tech Savvy Staff:
Better Service for Library Users

2. Using ReadyTalk Chat & raise hand All lines are muted
If you lose your internet connection, reconnect using the link ed to you.
If you lose your phone connection, re-dial the phone number and re-join.
ReadyTalk support:

3. You are being recorded…
This seminar will be available on the TechSoup website along with past webinar presentations:
You will receive a link to this presentation, material and links.
Twitter hashtag: #techsoup

4. Better Service for Library Users
Tech Savvy Staff:
Better Service for Library Users

5. Assisting with chat: Stephanie Gerding
Presenters
Penny Talbert
Special Guest
Stephanie Zimmerman
Special Guest
Brenda Hough
Facilitator
Assisting with chat: Stephanie Gerding

6. Agenda Who is TechSoup? Who is TechSoup for Libraries?
What are the Edge Benchmarks?
Tech Savvy Staff
Q&A from Participants

7. Who is TechSoup? TechSoup is a 501(c)(3) nonprofit organization.
As of June 2012, TechSoup served more than 183,000 organizations, distributed more than 9.7 million technology donations, and enabled nonprofit recipients to save more than $3.1 billion in IT expenses in 40 countries around the world. We have 52 donor partners including Microsoft, Adobe, Cisco, and Symantec, and there are currently 469 technology donations available through the TechSoup catalog.
About TechSoup - 3 min.

8. Who is TechSoup for Libraries?

9. The Edge Initiative - an effort driven by a coalition of leading library and government organizations - is developing benchmarks that will help libraries evaluate and continually improve their public technology services for communities.
libraryedge.org

10. Benchmark: Libraries have sufficient staff with technology expertise to help patrons achieve their goals.
libraryedge.org

11. Agenda Tech Savvy Staff Q&A from Participants Who is TechSoup?
Who is TechSoup for Libraries?
What are the Edge Benchmarks?
Tech Savvy Staff
Q&A from Participants

12. Staff Competencies
Penny Talbert – Executive Director, Ephrata Public Library
Stephanie Zimmerman – Training Coordinator, Library System of Lancaster County

13. Rationale
In order to provide excellent service, ALL library staff must have the skill set to assist patrons.
Public libraries must be the technological hub of the community.
Transliteracy = Relevancy

14. Transliteracy?
How familiar are you with the term??
POLL

15. Transliteracy? Transliteracy has an evolving definition!
It is NOT Web 2.0!
Concept: Mapping meaning across different media

16. How familiar are you with LibGuides?
POLL

17. See our competencies…and feel free to copy!

18. Create The Plan You must have buy-in from your Board of Directors
Make competencies a part of your strategic plan
Make competencies a part of every job description in your library

19. How will you deliver content?
Make sure whatever you choose is adaptable to anticipated & unanticipated technology changes.
Explore delivery methods – LibGuides, wikis, LiveBinders, etc.
Delivery methods should be electronic – not paper based.

20. Creating Your Compentencies
Get in FRONT of the desk & listen to the needs of your patrons.
Talk to your stakeholders.
Patrons
Partners
Business Owners
Employment Agencies
Educational & Government Leaders
Staff members
Volunteers

21. Year 1 Introduce competencies (Board & staff).
Competency skills pre-survey
23 Things – this program was done over a 3 month period.
Inservice pre-survey
Inservice day training
Inservice post-survey
Online book discussion
Competency exam – demonstrative & written with a minimum score of 80%

22. Year 2 Developed “Employee Learning & Growth Program”
Increased CEU requirements
Added additional competencies as needed
Competency exam (December 2012) – will be demonstrative & written with a minimum score of 85%

23. Taking Competencies on the Road
After you’ve put together your competencies, SHARE THEM!
If you have a LibGuide subscription and you’d like to use our LibGuide, the set-up time is less than an hour. You can copy it onto yours and just make changes to reflect your library’s offerings.
Don’t be intimidated!!

24. Observed Outcomes
Customer service complaints have decreased significantly.
Staff is more confident about their abilities & less scared when new services are offered.
The library has become a technological hub within our community.
Donations (with notes about better customer service) have increased. As of the end of September 2012, donations have DOUBLED during fund drive.

25. Questions? Penny Talbert – ptalbert@ephratapubliclibrary.org
Stephanie Zimmerman –

26. TechSoup Resources:

27. Please join us for our next benchmark webinar!
December 11th – Better Together – Brenda Hough and Stephanie Gerding
Please join us for our next benchmark webinar!

28. Thank you to our Webinar Sponsor!
ReadyTalk offers dedicated product demos for
TechSoup organizations 4 times per week.
For more information: pages.readytalk.com/techsoup.html 28

29. Please take a moment to fill out the evaluation.