Summary of Technical Training Solutions

[Jen McLeod]

Hi all,

2 or 3 weeks ago I posted a query to Web4Lib asking for feedback from
other libraries regarding how they get their staff up to speed with new
technologies.  I got a lot of "Thanks for asking!  I've been wondering
the same thing!" type of answers - looks like we are all in the same
boat!  :-)  I did get a few replies with some suggestions, which I now
summarize below.  Thank you all for your responses!  We're all in this
together.

- Jen

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Jen - great questions that we all grapple with  - I will share some
feedback from the Brown experience.

1.  written technical troubleshooting manuals for staff (to answer basic
questions)

We have done this altho it does need to be updated and was not
completed.
It was drafted by the Library Systems office with input from Reference.
It
was a very interesting exercise and we attempt to guide staff throught
the
various steps to determine the exact nature of the problem:  from a
specific workstation, platform, vvendor, network, or global downtime!

2. developed training programs for staff, to help them learn their new
roles as technical librarians and support staff.

Basic training is done by some key staff, review sessions held regularly
with reference and other public services staff, and informal sessions
held
by the Asst. Head of Reference and/or the Library Webmaster (who is
actual
a sciences reference/collection dev. librarian)

3.  determined a chain of command chart - whom to call when, when to
call whom, and how complex problems should be reported.

This was incorporated in the troubleshooting guide.

4.  created a plan of action for public computer versus staff computer
problems: who handles the problems, who reports them?

The troublshooting guides are basically designed for the public
workstations and not staff machines.

5.  Formulated a basis for reporting problems - electronic databases?
Paper forms that are routed to appropriate tech staff?  A "hotline"
voice-mailbox?  Web-based forms with results logged somewhere?

Brown CIS dept. uses web-based forms for evening and weekend reports.
Within the Library key staff are assigned responsibility for various
vendors/platforms, i.e. OCLC or EBSCO vs. SilverPlatters ERL, etc.   A
log
book is kept at the reference desks to record when various problems are
reported and whether someone was contacted directly or voicemail left.

6.  hired Technical staff and/or work-study students for technical
troubleshooting?  How many?  Who supervises them?

We have one full-time technical position within the Library ( M -F) who
is
a godsend and is a part of the Library Systems office.   We also are
fortunate to have key staff within reference who are very technically
saavy.

Hope this helps.
*************************************************************
You may be interested in a soon-to-be-released book from 
Neal-Schuman, _Directory of Library Technical Services Home Pages_, 
by Barbara Stewart.  I'm currently reviewing it for Library Journal, 
and I expect the review to be largely favorable.  Ms. Stewart has 
compiled URLs for Web sites (mostly academic) pertaining to 
acquisitions, cataloging and general technical services procedures.  
I think you might find that some (even many) of the sites address 
your questions.  Technical Services departments have used the Web, 
hypertext, etc., to create interesting, useful compilations of 
procedures, tutorials, links to LC, and so forth.

Release date for the title is September 30.  ISBN is 1-55570-286-4.  
Price is $55.00.
******************************************************************
At the General Libraries of the University of Texas we have implemented
a
number of the support mechanisms you mentioned, but not in one uniform
program.

We do have a Staff Skills Training program for all levels of staff (from
clerical assistants to professional librarians and administrators) which
covers things that our staff suggest are needed.  We do things about
particular new services and databases, new software, connections, etc.
The
classes are offered every other week at two different times.  This
program
was started as a pilot program Spring 96 and we hope to really keep it
going now that we have some more staff to support it.

A number of years ago we had a chart which listed for different
services,
databases, applications, etc who were the "experts".  These people could
be
consulted if you had questions about using it.  The list is since
somewhat
outdated since most people know the contacts and use the collegial
method
of seeking help.

We do have different levels of support.  We have a generic email address
which goes to particular departments.  At our library those email
addresses
are bookmarked in our Web browser so if there is a problem you choose
that
link that it opens the Mail window.  The people responding to the email
choose who is most appropriate to deal with problems, rather than the
people on the public service points.  More detailed information is
available on our library Intranet pages.

Hope this is at all useful.
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*********
What a great idea!!  I have been trying to convince our IS people that
we need to learn some of the basics, setting a level of expertise,
beyond which we would call them. They look at me like I have two heads!
(however, they are so behind, that EVERYONE talks about them!!!)

I want to know what you find out, and I am also going to add it to our
"lunch/brown bag mini instruction on the internet" idea for the rest of
our staff.

I have prepared a "cheat sheet" for setting up mail accounts which I use
regularly.
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--------------
Jennifer McLeod - CWIS Coordinator, University of Maine
V: 207-581-1696  F: 207-581-1653 - http://www.ume.maine.edu/

"Much like a subtle spider which doth sit / In middle of her web, which 
spreadeth wide; / If aught do touch the utmost thread of it, / She feels
it 
		instantly on every side."   -- Sir John Davies, _The
Immortality of the Soul_