Everyday Transliteracy

Here is a quick and simple video introduction to the everyday use of Transliteracy. I hope you enjoy it and if you would like the recipe for the Delicious Blueberry Smoothie, pick the medium or format you’re most comfortable with and let me know.

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!


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:

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:

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
The Unquiet Librarian/ buffy.hamilton@gmail.com



Implementing a 23 Things Type Program at Your Library

Librarianbyday

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.

Design Your Way to a Future-Proof Library

Notes from 2009 COMO Conference in Columbus, Georgia

Design Your Way to a Future-Proof Library.

Presenter: Steven Bell

What is the meaning of organizational fitness?

Describing an area of Pennsylvania and the lumber industry in the 1920′s and how they clearcut the forests. When the lumber industry took all the trees they could take, there was nothing left.  Thy didn’t think about future-proofing. as a result, those areas that once thrived are now sparsely populated.

When was the last time you excercised with books in your library?

There are connections between personal fitness and organizations, it requires discipline and commitment to changing yourself/organization.

This year is the 150th anniversary of Darwin’s Origin of the Species.

Darwin’s theory of survival of the fittest and natural selection.

Library Journal article: Future-Proof Your Library.

Identify problems and solutions in an appropriate way and try to put a system in place for the future.

It’s vital that you look ahead but you can’t over-plan for the future.

Design Thinking is a way to approach, analyze, and find solutions to problems.

Explaining Design Thinking.

Jim Collins: How the Mighty Fall. It’s good to be paranoid.

Andrew S. Cline: Only the Paranoid Survive


Always cycle of improvement and decline; some cases, improvement and improvement.

Jim Collins: The 5 Stages of Decline.

Some new product or service comes along and can disrupt your service.

Disruptive technology for the library was Google, it ate out lunch.

A Silver Bullet.

Focus on the user experience, not the technology.

Deep Dive.

The ideas for a fitter library:

  1. Listen/Observe
  2. Create and Innovate
  3. Go local
  4. Engage the User
  5. Fix What’s Broken
  6. Master Adaptability Master Adaptability
  7. Keeping Up
  8. Create Passionate Users
  9. Be a Problem Finder
  10. Build Relationships
  11. Know Your Core Values
  12. Think Like Collins

For more about Steven Bell.


Market Yourself, Market Your Library: Social Networking for the Real World.

Lori Reed Contact Information

Library Trainer/lori@lorireed.com

Notes from 2009 COMO Conference in Columbus, Georgia

Market Yourself, Market Your Library: Social Networking for the Real World.

Presenter: Lori Reed

Web 2.0 vs. traditional marketing.

Know that people are talking about your library whether you are listening or not.

The four P’s of traditional marketing

Product
Pricing
Placement
Promotion

The four C’s of Web 2.0 marketing

Consumer
Collaboration
Convenience
Community

The greatest mistake you can make is by just jumping in and producing content. This is like putting the cart before the horse.

Build a marketing plan:
1. Identify a need
2. Research
3. Identify the audience
4. Identify objectives->Output or Outcome?
5. Craft your message->What do you want to say?
6. Find the right platform/tools
7. Develop a plan and implement
8. Evaluate->How will you know what worked?

Really look at step 6 in your plan of action.

Are you coming up on Google? Google Maps? Make sure content is correct.

What services do you offer? List yourself on those directories. An example of this is for Wi-Fi, you can list on Wifihotspotlist.com as a Wi-Fi hot/free spot.

List your events on Craigslist. Example of this is your story times.

Utilize a blog:

Book reviews
Videos of Children’s storytime
Tie library books to events happening in the community
Myspace
Facebook
Flickr
Twitter
Youtube -> Training videos, patrons created, and events
Eventful
Wikipedia

Keep all of your content up to date. It’s better to have no presence at all than a dated one.

Duplicate content /monitor your brand.

You can’t do all this alone, you need a team. This would be a full-time job!

Don’t underestimate the staff time involved in this!

Connect with users in their spaces: Myspace, Facebook, Twitter, and blogs.

Resources:

Seven Strategies for Marketing in a Web 2.0 World by Darlene Fitcher.
Davidleeking.com
Librarianinblack.net

View the Slidshare for this presentation.

Read her blog.

Digital Issues Affecting All Forms of Libraries.

Notes from 2009 COMO Conference in Columbus, Georgia

Digital Issues Affecting All Forms of Libraries.

Dr. Martin Halbert

Collaboration in Digital Scholarship

Voyages Project

www.slavevoyages.org

There really is no difference between a digital librarian and a physical librarian.

No isn’t a big divide, just another facet of scholarly service.

We must learn to be and become hybrid scholar librarians

“synergistic”

MetaArchive Cooperative

Learn to work with faculty and IT equally

Julie G. Spear

Repositories and Digitization of Library Services

ETD database

Electronic conversion of theses and dissertations.

Campus legal allows students to have copy right.

Working to get LDAP up and going at the moment it’s linked to the proxy server.

Omnipage for searchable pdf files.

Georgia Tech is using VuFind

loaded into repository

Tim Daniels

New Directions for Integrated Library Systems

GPLS and Pines/Evergreen

Consortium of 50 libraries in GA

Atlanta/Fulton may become a member PINES

Go out into the community and resources that you have access to in your community.

The technology is the easy part, raising awareness is hard.

Dr. Graham

Georgia Home PLACE.

Historical archive works

Emotional Customer Service for Library Professionals.

Notes from 2009 COMO Conference in Columbus, Georgia

Emotional Customer Service for Library Professionals: Making the connection with patrons that makes them want to come back.

Presenter: Andrew Sanderbeck

Beginning exercise:

Identity crisis:

Three things about the person with exchange of name tag and remain that person until the identity is passed off to the next person. Similar to the game telephone played in school.

How can this be used in the workplace:

Use in the organization as a tool for quality control and make sure that the information is moving and stays correct and in contex.

What stores will you go back to and what stores will you never go back to?

We need to focus on the emotional needs of out patrons not just the physical ones.

Work sheet passed out with fill in thanks to keep you focused on listening instead of reading ahead. (If you want a copy of this I can send it to you).

Thoughts lead to feelings that lead to behavior that lead to events that lead to belief systems. All of this can be created by a lie or someone else’s experience.

This  belief system can all be overcome by giving consistently good customer service.

Is every customer a good customer for our library and is the customer always right?

The customer is not always right, however, the customer is always the customer.

Seek first to understand then to be understood. This was not Stephen Covey, but actually Saint Francis.

On the whole we don’t seek to understand the patron, just respond and judging stops us from actually listening. Our goal is to understand even if we disagree with what we are hearing.

Fair is a perception.

What is the difference between empathy and sympathy? Are we empathizing with of patrons?

Never let a patron leave angry. They may come back angry, never come back, or comment on it.

A question you never ask is “Do you understand?”

Training isn’t useful unless you follow up.

Paper folding excercise:

Sometimes your instructions aren’t clear to the other person.

Adults can only listen for 7-11 minutes in the morning  and only 4-7 minutes in the afternoon before they mentally leave the room. – Jack Wolf  Sarasota, Florida.

Three ways you can keep them engaged.

  1. Get other people talking/create open dialogue
  2. Do some form of activity
  3. Make them laugh

The customer Service Experience

  • Service
  • Experience
  • Expectations
  • Challenges

Be aware of cultural differences in your patron base. An example of this is not to point.

From hand out (again if you would like a copy, I’ll email it to you.)

Survey of visits to public libraries:

Customers noticed:
• Bright lighting
• Colors
• Smells good/bad
• Positioning of displays
• Employees present/non-present
• Asking for help/not help/too much help
• Employees taking amount themselves
• Space
• Noise
• Checkout lines
• Attitude of employees
• Eye contact
• Acknowledgment of patrons
• Going with patrons vs saying its over there
• Having to wait in line
• Acknowledgment/no acknowledgment in line
• Greeting in leaving

Notice how what “happened” created a general “feeling” which either precipitated the customer either wanting to come back or not.

Activity on changing Fire Starter phrases to relationship builders.

Example: “You didn’t do this right!”  to ” I’m not sure you’ll get the results you want that way, have you considered this way?”