Put down the megaphone!

As of late more and more businesses, public entities, and local services in my area have jumped on the social media bandwagon. Sadly, they aren’t taking full advantage of what these services offer. The majority of them are using it as a megaphone to blast out information without offering it as a means of communication and collaboration with their intended audience. I understand the concept of letting people know what events you have planned and what services you offer, however, if that’s all you are doing you are limited in how effective your service could be.

“Social media uses Internet and web-based technologies to transform broadcast media monologues (one to many) into social media dialogues (many to many). It supports the democratization of knowledge and information, transforming people from content consumers into content producers.” – Wikipedia

Too many people are applying this to their existing service but are still using it as industrial media. Granted these services require time and effort to work accurately and effectively and most people don’t have/aren’t interested in the time it takes to maintain and cultivate relationships within their community. Creating something because its new and “sexy” to just have it is more of a hindrance than a help for many reasons.

Treating social media as sales process engineering. Spending too much time trying to sell people with your content instead of participating and finding out what people want.

Not using social media as a customer service platform. Focusing on marketing and promotion, but failing to engage customers when it comes to concerns they bring up.

Underusing social media sites by not knowing how to use all the features and don’t use a site to its full capability.

Joining social media sites without a strategy, process, or training.

Misunderstanding social media behavior by treating it as technology, without recognizing norms that influence interaction.

Making it about vanity instead of learning about the people they follow.

Focus largely on Return of Investment without recognizing that social media is about relationship building, and it will take time for this.

The impetus of this post it that if you are going to utilize social media services, make sure that you fully understand the work involved and try to learn more about the community in which you operate. Realize that you have to put down the megaphone and really engage the people around you.

Registration now open for Computers in Libraries 2010

Registration is now open for Computers in Libraries 2010, in Arlington, VA. April 12-14.  I am very excited to be presenting for the first time at this conference. My session will be A304 – Ebooks: Landscape & Implications at 2:45 PM – 3:30 PM. I will be presenting with Bobbi L. Newman, Digital Branch Manager, Chattahoochee Valley Libraries and Jason Griffey, Head of Library Information Technology, University of Tennessee at Chattanooga.

Here is a brief description of our program: With the current advancements in ebook services and the deluge of ebook reading devices into the market, the choices are endless. This session looks at the current state of ebook technology: devices available, vendors, incorporating ebooks into your collection, and considerations when circulating ebook readers. It helps you understand the options and implications for dealing with ebooks in your environment.

I hope to meet many of the people that I connect with through social media  face to face. See you there!

Library Day in the Life Tuesday – 01/26/10 #libday4

I work in the reference department of the main branch in the Chattahoochee Valley Libraries. Our system serves 230,000 residents in 4 counties with 9 libraries through a wide variety of services and programs.

I started this morning off like ever other morning for me by check my gmail, google calendar, twitter account (strng_dichotomy), and Facebook. After that I looked at what I had listed as my set tasks and goals for the day.

This day was going to be primarily focused on finishing up on the staff training day for our system planned for February 22. This was given to the  CVL LEADS! Program participants as our first large project. I was appointed project manager and must make sure that the day goes off without a hitch.  The first thing that I do is look at the wiki we created to see if anyone has made changes and where we are with certain sections of the day.

I contact the person handling the lunch catering and discuss where he will be setting up, what the planned menu will be, how long he will need for set up, and that I have the finalized contract.  I then review the contract for the catering company that will be suppling breakfast and our snacks for midday, making sure that the numbers for both work within the amount I have allocated for food in the overall budget.

Then I review the contracts for the presenters making sure that the times listed match the master schedule. Making sure that all the paper work and budget request form for our Keynote speaker Lydia Ramsey are in order and finalized (I’m very excited to have Buffy Hamilton, Pat Carterette, andDarin Givens among others doing breakout sessions). Fill out my purchase request for folders and other paper products we will need, began creating my registration forms for the staff in Access, created a template for the letter explaining the functions that each branch will be responsible for on the 22nd, and speak to my deputy director about the status of the staff day.

Look over the dates to present our bicycle safety courses for adults and children that we are doing, in conjunction with, River Valley Regional Commission. The one hour workshops will focus on the skills necessary for riding on the road (such as signaling, scanning in front and behind, stopping quickly and turning), road rules for bicycle riders, as well as tips for cycling throughout our community. All of this is in preparation for the Annual Bike to Work Day.

Then I check over my email and respond to what I need to, take a copy of my approved travel packet for Computers in Libraries 2010 to my deputy director, and finalize my time sheet for finance.

I start the evening off by picking up, scanning, and reshelving our NF materials.  Help patrons while doing roving reference on the second floor and then take my shift at the reference desk.

While at the desk I deal with helping set up email accounts, creating resumes and cover letters, navigating job sites, school projects, reports, research projects, and a plethora of other computer related questions.  All the while answering phone calls, reserving materials for patrons, and reserving meeting rooms and study rooms.

At the end of the night I shut down the computer lab, restock the 4 printers and 3 copiers in the reference department, make the end of day announcement and head home.

When I get home I eat and start to ready myself mentally for my interview at the Simon Schwob Memorial Library.  I put out the clothes I plan on wearing and then enjoy the rest of my evening by watching The Discreet Charm of the Bourgeoisie before heading to bed.

Information and services should be equal

Today while checking the messages for the reference desk, I thought it was going to be like any other as I wrote down the requests left by patrons. Sadly,  I was wrong.

A patron that calls the desk often asked me to get the number for  Magic Jack, the internet-based telephone service. This patron is visually impaired and is  very active through our CLASS outreach service.  I began looking over the Magic Jack site for a number that she could call and talk to someone about starting this service. I couldn’t find a number for customer service anywhere on their website. I then thought I would use the links to chat with a live service representative in hopes that they could give me a number for our patron to use.

This function requires you to type out your question and a service rep. will answer it for you. I stated ” I work in library and am trying to get a telephone number for a visually impaired patron to call you about the services you offer.” After a few seconds the following conversation occurred.

Hala: Hello, how may I help you?

Brian hulsey : Hello Hala, I work for a library and I’m trying to get a phone number for a blind patron so that she can call and set up service with you all. I’m hoping you can help me with this.

Hala: Sure Brian. Is the device currently plugged in?

Brian hulsey : She needs to call you all about starting the service. She isn’t physically here in the library and I would like a number so that she could call someone directly.

Hala: Unfortunately, we only do support over this chat Brian. Sorry

Brian hulsey : So, you’re not in ADA compliance?

Brian hulsey : That is the Americans With Disabilities Act

Hala: I am not able to answer that, but we only do support over this chat.

Brian hulsey : Well, how can you help me with this?

Brian hulsey : I would like to chat with some one over your department please

Hala: Is it possible for him to chat us with your assistance?

Brian hulsey : She would like to speak with someone personally, if she can’t we could try that. but know that you telling me that you all don’t have a way for a visual impaired individual to communicate directly with you makes you non ADA compliant.

Hala: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.

At this point I was hoping that her supervisor would be able to help me give the circumstances. I found conversing with him even more frustrating in th fact that he wasn’t listening and didn’t seem to care about still refused to give me a number for the patron.

Benjamin: Hello Brian My name is Benjamin. To better assist you, let me put you on hold while I read your previous chat. Thank you.

Brian hulsey : Hello Benjamin

Brian hulsey : That’s fine

Benjamin: I do really apologize but we only offer chat support.

Benjamin: Is the magicjack with you now?

Brian hulsey : Firstly, She wants to start a magic jack service. I stated that in the original chat. She doesn’t have the device but would like to speak with someone about starting a service. She is visually impaired and cannot use this chat function. That is why I am hoping you can help me.

Benjamin: You can help her in the registration process.

Benjamin: Just simply plug the magicjack into the usb port of the computer and the registration page will automatically pop up on your screen.

Benjamin: Then all she have to do is to fill it out.

Brian hulsey : This is why I am telling you that it is your responsibility to help her with this service, it is your job and your service is supposed to be compliant with the ADA.

Brian hulsey : My job is to help find the information for her that will allow her to communicate with you all which isn’t happening.

Benjamin: You can tell her to chat with us if she will be encountering problems in the registration process.

Brian hulsey : by helping her but not doing it for her.

Benjamin: The registration process is very simple.

Brian hulsey : She is blind and can’t use this chat since you don’t offer any other function.

Benjamin: She will only enter her personal info then choose the area code and prefix she want for her number and that’s it

Brian hulsey : This is why I am chatting with you instead of her. It is not a level of technical facility but an impairment.

Benjamin: Please tell her to plug the magicjack into her usb port.

Benjamin: Did she tried to plugged the magicjack into her usb port?

Brian hulsey : My I speak with your supervisor, because you are not understanding what I am saying.

Benjamin: I am the Supervisor

Benjamin: Please tell her to be the one to chat on us so that we  can walk her through to the registration process using the computer she want for her magicjack.

Brian hulsey : For the last time, she is blind

Brian hulsey : she can’t use this service because she can’t see it

Brian hulsey : and you all have no service for her to communicate with you.

Brian hulsey : If you can’t help I will report this to the Federal Communications  Commission and the better business bureau.

Benjamin: Then we can’t do anything about that.

Benjamin: She really need to fill out the form for the registration on her end.

Benjamin: We cannot fill out the form for her

Brian hulsey : You can give me a landline for her to contact you so she can speak with you

Benjamin: She have to register on her end

Benjamin: As we have said that we don’t offer phone support as of the moment.

Brian hulsey : Well, you are in direct violation of the Americans with Disabilities Act and I will be reporting your service on the state and national level. I will also contact the better business bureau. I have also copied the chat from beginning to end.

Brian hulsey : OK, I will file a report and tell the consumer to file a report. Thank you, Benjamin.

Benjamin: You know if you are telling me that she is blind then even a phone support won’t able to help since she really need to fill out the form in the registration when she first plug in the device.

After ending the chat session, I called the patron to let her know about all that transpired. I urged her to file a 255 consumer inquiry or complaint with the FCC and one through the BBB. In addition to this I plan on speaking the the head of our CLASS outreach and the Georgia Library for Accessible Services in the hope that they can help do more to make Magic Jack see how they are in the wrong.

Information and services should be equal for all of us! That is why the Americans with Disabilities Act was created, so that no one would or could be discriminated against based upon their impairment.  I hope that when you read this you feel the same way.  If you are a library worker, family member, co-worker, or friend to someone with a disability stand up for their rights! Please let people like the Magic Jack service know that this kind of treatment is inexcusable and will not be tolerated!

Day in the Life Monday – 01/25/10 #libday4

This is the first time that I have participated in the Library Day in the Life  and I’m very excited to be a part of this fantastic project.  If this is the first time you’ve heard about it you should read the post that started it all from Librarian by Day (Bobbi Newman) and check out the wiki.

I work in the reference department of the main branch in the Chattahoochee Valley Libraries. Our system serves 230,000 residents in 4 counties with 9 libraries through a wide variety of services and programs.

I started thinking about how I wanted to convey what Day in the Life is for me and what I could say to change the stereotypical view of what we as  librarians do.  Should I post a detailed timetable of my day, just the highlights that people would find interesting, or  the role I am taking to build bridges in my community through patron interactions? Well, I decided to give you my full day. The good, the bad, the sad, and the amazing.

In the morning the first thing I do after waking and working out is turn on my computer and check my gmail, google calendar, twitter account (strng_dichotomy), and Facebook.  This enables me to  look at my schedule, respond and interact with my co-workers, friends, peers, and family. It also gives me a heads up on trends and information that I could use for personal and professional interests.

I start my day by gathering information for the CVL twitter account chatlibraries, where I am the main contributor. Finding articles of interest, book awards, community focused materials, fun facts, and programs. I then create the posts  with associated bit.ly links and plan when I ‘m posting them in the day.  I then make a list of tasks that I want to accomplish in the day in order of importance.

Before I went to work I promised a friend who is an early education major at the local university that I would help her create a presentation required for her class using Windows Movie Maker. She had a rudimentary understanding of the program but needed a helping hand to make sure that her project was the best that it could be. I spent  almost two hours helping her understand and learn all the facets of the program. After we finished the project we uploaded it the ning her class is using (I found out today that she received an A).

At work I started on my tasks list with reading and responding to my email.  Moved to the Q-12 survey project for the Advisory Council that I serve on for my system. The survey is a way for us to understand how the employees feel about the system, their job duties, training and overall satisfaction with CVL.  Wrote the letter to explain the survey itself, created the survey through Survey Monkey, and sent it off for approval by the director of the library.

I read over some paperwork left in my mail box before heading to do my part of cleaning, straightening, and shelving in the stacks. After that’s done, I do roving reference before my shift at the desk.

I have to admit that working the desk is the high point of my day. The second floor E-commons/computer lab is maybe about 20 feet away from the desk and we are the main source for computer help. Through the course of the night I help set up email accounts, help with resumes, navigating job sites, school projects, reports, research projects, and help people in anyway possible to become comfortable with technology inside and outside of the library.  All the while answering phone calls, reserving materials for patrons, and helping them find print references and online journals through Galileo.

After the library closes I head home with a stack of reading material.  Articles about library services, journals, magazines, and our Core Competencies Technology Training Guide for review.

At home I get back online to communicate and collaborate with peers, talk to a friend about my upcoming interview, and start mapping out what I need to get accomplished tomorrow.  Using the time left to relax before heading to bed.

Getting back in the swing of things

I have neglected my blog for far too long, and for that I’m sorry. However, as a result I have loads to write about. So much has happened in the last few months and I’m very excited to share what has transpired.

The posts that will immediately follow will consist of, but not limited to, being picked to present at the Computers in Libraries 2010 conference, participating in Library Day in the Life Round 4, my current fascination with the concept of Transliteracy, and my recent experience of interviewing for a position in an academic library.

Hope you will enjoy what I have to say.

Debbie Harry Sings in French

Book Review: Debbie Harry Sings in French

By Meagan Brothers

I’m always on the look out for a good read and I have to admit that I have a penchant for gay and lesbian literature in all forms. One of my co-workers knows that I really like reading GLBTQ YA literature to see how this genre has changed since I was younger and what they are doing content wise for young adults. She handed me Debbie Harry Sings in French with her seal of approval and told me that it was something that I needed to read. If you knew this person, you would trust her recommendation also.

I took the book home and set it aside for a few days. Then as my nightly ritual of reading in bed, I picked it up and settled in under the covers. The book captivated me so that I read it cover to cover not realizing that I had stayed up way past my bedtime.  So, here is my review and I hope it sparks your interest enough to read it yourself.

You start out by meeting Johnny, his father dies, and his mother(as a result) descends into a depression. Fast forward a few years and Johnny has become a Goth guy that listens to the Cure and gets picked on at his high school in Florida for wearing eyeliner and being different. He really only has one friend, Terry. They drink and party, even getting into a bar underage. At the bar Johnny has a very near-death experience and the result is him being sent to rehab. One of my favorite parts is when he reflects on this experience “some of the other Goth kids I knew were always talking about death in a weird, detached kind of way. It was like they wanted a zombie-movie version of it, not the real, messy, emergency-room version. I thought like that, too, for a while. But something changed, and I couldn’t think that way anymore.”

While in rehab he hears Debbie Harry sing on the radio. He later describes it as “Listening to Debbie Harry sing the French part of ‘Sunday Girl’ was somehow more reassuring than anything the counselors had told me so far”. His mother makes the decision that he should live with his paternal uncle and his daughter ”Bug” in South Carolina. While he’s in school there he meets Maria and it’s love at first sight, except for the fact that Maria initially thinks Johnny is gay because of the way he dress (like Robert Smith). They begin to spend time together and starts a conflict with her ex-boyfriend and Johnny.

Johnny is going through a lot of changes and as a stipulation of his release from rehab he has to see his school counselor. There he opens up and describes that “It’s not like I just think of Debbie and, bang, I’m cured, It’s . . . I dunno, meditation or something. If I’m in a tough situation, I think about how cool and tough she is, and I try to be cool and tough, too.” Finding strength in that “tough, but…really beautiful” persona and how her music makes him feel, he eventually takes it a step further by dressing up as her and, ultimately, entering a drag show (in the little white dress she wears on the cover of Parallel Lines). This is done for more many reasons, one being his want to help Maria with issues of her own and two, exploring the empowerment he feels as Debbie.

In the end, the conflict with Maria’s ex-boyfriend comes to a head and results in him strengthening the strained bond with his mother and learning more about his father than he ever knew before.

Some of the things I really loved about this book are that it dealt with big issues but never felt heavy. Also, everything about the storyline sang Be Who You Are, but without ever feeling like Johnny’s story was a vehicle for a message. I hope this prompts you to read it, I bet you’ll enjoy it too.

Having fun with YouTube!

My library is in the process of creating a Digital Branch and we are working on content for our patrons to learn from, have fun with and empower them while becoming transliterate.

This video was made as a test run to show how you would use our reservation stations to register for a desktop computer when our lab areas are full. Also, it was to see how one of the Flips we were able to purchase through a technology grant would translate to the screen. Keep in mind that it’s only a test, I know that at times I get flustered and say things like “ Which computer is…which computer” and “BAM”. Plus, some of the close up shots are a bit fuzzy. The dialogue and close ups are going to be refined for the next video.

If you have any feedback or creative criticism, please share it with me. I want it to be clear and informative. So, any and all help is appreciated.

Oh, The Places You’ll Go! Research Pathfinders 2.0 for NowGen Learners

Notes from 2009 COMO Conference in Columbus, Georgia

Oh, The Places You’ll Go! Research Pathfinders 2.0 for NowGen Learners.

Presenter: Buffy Hamilton

Information is everywhere!

Getting information off the Internet is like taking a drink from a fire hydrant. -Mitchell Kapor.

What do students/patrons need for the journey of learning and information fluency?

Pathfinders!

On the rodamap of information we use pathfinders to guide and help students/patrons find their way to information instead of getting lost on the information highway.

These pathfinders help  guide students/patrons to the resources needed for research tasks.

We need to work hard to construct  pathfinders to help access quality information more efficiently.

You as the librarian, are the travel guide for them on the information highway.

Use Web 2.0 tools to help manage the streams of information and embed content more easily.

Research pathfinder navigation tools:

• Widgets
• RSS Feeds
• Information Portals (pageflakes, netvibes, and igoogle)
• Aggregators to “catch” feeds (google reader, bloglines)
• Social Bookmarking

Help them “Pull” information rather than “Pushing” to find it.

Explore traditional and nontraditional forms of information.

The future is now.

How do we help learners negotiate this friction between traditional and new media? -Joyce Valenza

Web 2.0 tools for social scholarship:

• Social Bookmarking Services (del.icio.us, Diigo)
  
• YouTube Channels
• Podcasts
• Twitter
• Google Library and Google Books
• Widgets
• RSS Feeds
• iTunes U

RSS -Real Simple Syndication A web feed or stream designed to deliver content.

Feed aggregators “Capture” and “Deliver” your streams of information.

Wikis -Open software that encourages collaboration and knowledge building.

iTunes Podcasts and iTunes U.

YouTube offers educational videos from news outlets.

Social bookmarking for tagging and organizing your personal learning network.

Blogs are a for of dialogue on an topic and promote the exchange of ideas.

We must work to help our students/patrons become information savvy.

Information fluent students/patrons won’t miss a turn or get lost on their travels for information.

View the Slideshare for this presentation.

Read her blog.

The Unquiet Librarian/ buffy.hamilton@gmail.com

Implementing a 23 Things Type Program at Your Library

Librarian By Day/bobbi.newman@gmail.com

Notes from 2009 COMO Conference in Columbus, Georgia

Implementing a 23 Things Type Program in Your Library.

Presenter: Bobbi Newman

Green presentation by not having handouts.

The world around us is changing:

Tax forms aren’t being printed, you need to go Online to find them.

Information is being sent out through text messages and is accessible through your cell phone.

You apply for jobs Online, this requires an email address.

Technology is changing how we do everything.

Become familiar with new technology.

Clicking your heels three times won’t make it go away. The Internet is here to stay, it’s not going away.

It’s not as simple as choosing the red pill or the blue pill. You won’t wake up knowing everything, so you need to learn to adapt and operate with new technology.

We have users that are digital native and digital immigrants. So, how do we bridge the gap between them and the services we offer to stay viable.

We are going to need the right tools. Web 2.0 technologies. 23 things.

23 Things was a program pioneered by Public Library of Charlotte and Mecklenburg County on August 7th of 2006.  That was three years ago an technological needs have already changed.

It’s OK to re-use material and programs from other people/organizations. Share. No need to re-invent the wheel.

Learning 2.0.

Use technology to teach technology.

Create programs that are self-paced and allow your staff/users to become acclimated with the technology instead of forcing them to learn it by a specific date.

Identify your place to start and begin from there. this will be different for each staff member/user.

Borrow what you can and change the rest to what you need, make it work for you/your organization/staff.

Start small, don’t overload people or bite off more than you can chew.

Prizes and incentives matter. People love them for work put in.

Management buy-in is very important and can help create time and funding.

Patron expectations are changing and when need to be able to help them with all their needs.

Literacy was our main goal at one time. Helping people read and giving them the print materials they required.

Times are changing and so are peoples needs. Now we need to advocate Transliteracy.

Create a plan and stick to it.

GO!

View the Slideshare for this presentation.

Read her blog.