1. <!-- Guess what? We’re all tech librarians now. -->
Callan Bignoli + Roy MacKenzie + Will Harlan
The Public Library of Brookline

2. Hi there! Let’s get to know each other.
Your name and your library role
What is your interest in library technology?
What do you hope to get out of this session?

3. What does a tech librarian do?
Helps patrons use library technology
Helps patrons use their own technology
Helps patrons access online library resources

4. What does a tech librarian do?
Trains library staff on how to help patrons (and each other) with all of these things
Oh, and trains library staff to use library technology

5. Why is tech in libraries important?
Locally:
2,650 questions per year about library technology.
7,000-8,000 desktop sessions per month.
3,000-5,000 WiFi users per month.
That’s at the reference desk of one of our three libraries. That’s almost eight per day.

6. Why is tech in libraries important?
Nationally:
90% of American adults use the internet.
Only 65% have home broadband.
Pew Research, Libraries 2016 report

7. Why is tech in libraries important?
Nationally: Library users who accessed library computers, internet, or Wi-fi:
45% of library users aged 16 to 29.
42% of Black library users.
35% of library users with a household income of $30k or less.
33% of female library users.
Pew Research, Libraries 2016 report

8. Adults who said they need someone else to set up or show them how to use new technology:
73%
Of adults 65+
62%
Of adults between 50-64

9. Why is tech in libraries important?
Virtually every role in the library involves the use of technology.
Insufficient funding means working with dated technology.
Many libraries are still adding new things to their self-service and automated systems
(RFID, self-checks).

10. Why is tech in libraries important?
Because patrons are coming to us for support.
(RFID, self-checks).

12. BRAKE FOR EMPATHY
PUMP THE BRAKES! This kind of instruction requires patience and empathy.

13. Nobody is born knowing this stuff.
You've forgotten what it's like to be a beginner.
If it's not obvious to them, it's not obvious.
A computer is a means to an end. The person you're helping probably cares mostly about the end. This is reasonable.
- Phil Agre, “How to help someone use a computer” (1996)
This list of pointers may be 23 years old, but I recommend it to anyone who’s doing any amount of tech training, even if it’s minor troubleshooting, in a library. It encourages empathy and patience. It slows you down and helps you remember how tough even the “simplest” interaction or direction might be for a patron who’s brand new to using computers, or hasn’t seen the new Yahoo web mail interface.

14. Focus on transferable skills
Everything is in flux, but many things still work similarly.
Build conceptual frameworks alongside any how-to guides that will quickly become obsolete (or are already available).

15. We all can do this. So much of technology instruction and assistance amounts to following the traditional steps of a reference interview.

16. Make sure staff are prepared
You can’t prepare for everything, but you can prepare for many things.
This is why you want to work on transferable skills. Rather than trying to master every single interface under the sun, recognize the similarities of many technologies (menu/file structure, actions/clicking/gestures, etc). Take a 3D printer for example--there’s dozens of brands out there, but they all interface with a computer somehow; they all melt filament and print in a more or less identical way. Understanding the mechanics creates a framework for working between multiple makes and models without having to totally start anew.

17. Give them tools and practice
Build a tech petting zoo.
Develop robust how-tos for staff.
Build time into the schedule for training.
Do you have dept meetings? Staff development days? Good opportunities for training and hands-on work. (This applies here and to the next slide)

18. Train them where they are
Go to them.
Don’t wait for them to come to you.
This also applies to timing. Don’t wait for staff to ask you for training. If you’re a supervisor, build training into the schedule. Send people information about training and make it a normal part of the work.

19. The best way to learn is through apprenticeship -- that is, by doing some real task together with someone who has a different set of skills.
- Phil Agre, “How to help someone use a computer” (1996)
So much of tech training/understanding is abstract or inscrutable--give people hands-on examples, preferably with their own devices (the ones they’ll be using when they’re not working with you).

20. You don’t need to know how to do it all...
...but you do need to be willing to try to figure it out.
Just like a reference question!!

21. Think about who is coming in.
What are they asking you for help with? Think about demographics who come to the desk a lot. Think about the types of questions that come up frequently. If you have a lot of people asking you about X, you should be offering training in it.

22. What help can you offer?
Play to your special strengths, but be reasonable. Set realistic expectations for both staff and the public. You can’t spend three hours with one patron, but you should be able to spend more than three minutes.

23. We’re the de facto Genius Bar.
Most tech companies don’t have a help desk.
And we don’t expect you to buy anything.

24. Provide a variety of opportunities.
One-on-one instruction sessions (appointment required)
Weekly drop-in hours for tech help (no appointment required)
Lunch & Learn (classes offered
evenings, too)
LibChat
(chat reference)

25. Get ‘em what they came for.
Does the format fit the person/topic? ० Drop-in vs. 1-on-1
० Class vs. drop-in/1-on-1
० In-person vs. chat vs. phone

26. Make it personal...
Where possible, encourage patrons to bring in their own devices. (Apprenticeship)

27. … but not about you.
Answer the patron’s question, Answer the questions which are asked.

28. When should you offer tech help?
Survey patrons. Try everything. You can always scale back or try different times later. Try everything (within reason). See what works, then scale back.

29. It doesn’t have to be one and done
Some questions will take longer than others--or lead to more questions.

30. Offer staff the same opportunities.
Provide them with the same flexible formats and timing for tech training. (photo is of Willowick Library -

31. And the good news here is the same skills and approach applies to the most traditional technologies (word processing, printing) AND the most cutting edge (makerspace tools, circing tech).

32. Your primary goal is not to solve their problem
Your primary goal is not to solve their problem. Your primary goal is to help them become one notch more capable of solving their problem on their own.
- Phil Agre, “How to help someone use a computer” (1996)

33. <!-- Guess what? We’re all tech librarians now. -->
Callan Bignoli + Roy MacKenzie + Will Harlan
The Public Library of Brookline