Welcome and Opening Keynote for CiL2010

Welcome and Opening Keynote for CiL2010

Information fluency and Imagining the internet  Lee Rainie

From the Pew Internet and the American Life Project

Technology is a queer thing is brings you gifts with one hand and it stabs you in the back with the other – C.P. Snow

Librarians are primarily the stake holders and most important consumers of our work

If you would like to follow them on Twitter you can do so here:

@lrainie

@Pew_internet

However please don’t Tweckle

Tweckle – the chronicle of higher education

2000 – slow stationary connections built around PC

46% of adults use net

5% have broadband

50% have cell phone

0% wireless

2010 – built around outside servers & storage

75% of adults use net

62% broadband at home

80% cell phone

53% wirelessly

Digital Divide is still real, there are populations who need and want help, librarians are essential to this because we can teach and can make people comfortable in ways that others can’t

Handheld  services are changing the digital divide especially when it comes  to online access within the African American and Hispanic Communities. This Shrinking of the digital divide is due to the access to the the internet through smartphone technology now.

Media ecology of the American household

Sanford C. Berstein

Fluency and navigating the new demands of this area and environment

Network creators

Info fluency – how libs can make a difference

57% of adults are social network users

37% of share photos – Life Logging

30% share personal creations

30% contribute rankings & ratings

28% create content tags

26% post content on blogs

19% use twitter – Gen X is the dominant user base

15% have personal website

15% content mixers

14% are bloggers

Manuel Castells

Four cultures shaped the intenbet

1.Techno-elites peer review built the internet

intrernet Openness, Enshired a sense of the Scientifiic method, peer review, Meritocracy

2.Hackers Freedom ” free speech”

3.Virtual Communitarians horizontal free communication

Entrepreneur Generate money

5tnh culture is identifable

4.Network creators

Democratized the voices in media

Challenged Traditional media gatekeepers

You become more engaged and someone that has a stake in the culture

about a 5th have created health contentr

Reshaping the relation ships between Dr.s and Patients

Online patient communities

1. Produce cont that helps them expand the SN and increase their social standing

Beyond Reality – Janet and Maddie

Macfound.org Digital literacy program

13 elements

Using it to build reputational capitl

2.Produce content to create Social posses to solve problems ( Jesse Hersch Blogger in Toronto)

Chrowdsourcing wisdom especially among strangers who share a common purpose

Fast checking an transparency

Production and accumulation

3. Produce content “Just in time just like me spaces “

Community building in the most profound sense

” Birds of a feather” Homophily that are “spaceless”

Communities of Pratcie

4. Produce content unlike the news media

Technorati and Ice rocket

only about 30% in traditional media was covered in the social media sphere

off-beat storied

American exceptionalism

Cultural clevages and social issues more than economic issues

You can be a node in people socail networks as they seek info to help them solve probs. and meet their needs

you’re their smarter friends Velocity anbd volume are groweing and they need you more than ever andf they need tou to help them nacvigate them.

Alert maker and helper in theis environment Pam Berger

Henry Jenkins 13 literacies

Screen literacy matter Graphics and symbols

Navigational literacy

Connections and context literacy

skepticism

Value of contemplative time How to create content

Ethical behavior in the new world

Participatory divide is as if not more important than the digital divide

Ways to access and value have changed

Multi audiences, platforms, and educational levels

We are the Anchor for our community

The Transliterate Birthday.

Yesterday was my 28th Birthday and in the processing of getting many wonderful wishes, something occurred to me. This is a perfect example of a concept that I have become completely fascinated with and researching relentlessly with a colleague, Transliteracy. If you don’t know what it is, I’ll let you know. Transliteracy is described as the ability to read, write and interact across a range of platforms, tools and media from signing and orality through handwriting, print, TV, radio and film, to digital social networks.

Therefore, a transliterate person is one who is literate across multiple media. Well, nothing hit it home more to me then how people communicated their best to me yesterday.

Each person had a choice as in how to say Happy Birthday to me and they picked a way that was not only comfortable to them, but also a way that they knew I would get it, understand it, and appreciate it. Many of my friends that are considered “Millennial” used social media/software like Facebook, Twitter, and Friend Feed even though a majority live relatively close. I received emails, ecards, and quick chats from others letting me know they cared via my gmail service. Others opted to text message, call, or send me picture mail through my phone. One friend even used Skype to video conference with me. Lastly, the good old face to face and postal cards rounded out the expressions of good will for the day.

The impetus of this is that each person was able to communicate the same message to me across a wide range of media in which the felt comfortable using, and knew I would be able to understand and respond. This simple and innoxious act of saying Happy Birthday is a fantastic way to see how we use Transliteracy to communicate in everyday life.

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 HamiltonPat 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!