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Helping clients with technology ... a reference enquiry

Libraries offer a wide range of econtent (including music and film streaming, eaudio, ebooks, databases, online magazines and comics).  Increasingly, staff need to assist members of the community to use this content on their own devices as well as library equipment.  In many libraries the bring your own device (BYOD) model is also actively encouraged.  

However, many library staff find enquiries from clients seeking help with their own technology (ereaders, smartphones and tablets) are also becoming more common.  The wide variety of devices and the short life cycle of smartphones and tablets can be challenging to keep up with.

How do you approach these types of enquiries?

  • This slide show demonstrates taking a reference approach to providing technology help. 
  • Don’t forget to count these types of enquiries in your library reference enquiry statistics. There will be more information about gathering “enquiry completion rate” statistics soon.

What other resources are available?

  • There will be some best practice tips available soon from the current public library ebooks and econtent research survey.
  • NSW.net elending portal 
  • Tech Savvy Seniors training resources 
  • The Reference and Information Services Group (RISG) has a seminar coming up including a discussion about “What are the reference skills needed to work in a public library now, and to be ready for whatever happens in the future?”  
 
What other resources are available?
There will be some best practice tips available soon from the current public library ebooks and econtent research survey.
Tech Savvy Seniors training resources http://www.telstra.com.au/telstra-seniors/
 
The Reference and Information Services Group (RISG) has a seminar coming up including a discussion about “What are the reference skills needed to work in a public library now, and to be ready for whatever happens in the future?” http://www.eventbrite.com.au/e/reference-at-the-metcalfe-2015-tickets-16474171691 

Source: Colorado State Library

Don’t forget to count these types of enquiries in your library reference enquiry statistics.  There will be more information about gathering “enquiry completion rate” statistics soon.


What other resources are available?