[WEB4LIB] Re: Certifying library staff in the use of technology

[Mary Martin]

Lack of staff interest is definitely one of the problems with offering
computer/tech training to staff. But support from top management of the library,
perhaps shown through a mandatory technology certification process and/or
computer literacy requirements that are built into job descriptions, might have
better results.

We also have to make sure not to scare the library staff any more than they
already are. To us, it's no big deal to reboot a computer or move files around in
Explorer. But to people who aren't used to computers, and who fear that if they
even touch one, they'll break it irretrievably, those things are scary to do. I
saw a great article on Friday called "How to help someone use a computer,"
located at http://dlis.gseis.ucla.edu/people/pagre/tno/may-1994.html#how. It has
some good tips on how to deal with novice computer users, and some important
concepts we need to keep in mind when dealing with technophobic staff.

I'm the first to admit that I get irritated when someone calls me and screams
"The computer is broken!!!" when actually I just need to reconnect them to the
library database or reboot it. But how can I ask them to be more specific if I
don't train them enough so that they understand the difference between a complete
computer breakdown and a minor problem? God knows it'll be an uphill battle to
train people and make it stick, but maybe one good thing that will come out of
training is identifying staff members who have a bit more "computer savoir faire"
than the rest, and who can learn how to do some of the basic things for their
departments (like reboot a computer for a panicked staff member) so we can save
ourselves for the tougher battles.

Mary
--
Mary C. Martin, Computer/Technical Services Librarian
Fort Smith Public Library
61 South 8th Street, Fort Smith, AR  72901
501-783-0229 (phone)   501-782-8571 (fax)
http://www.fspl.lib.ar.us



Thomas Edelblute wrote:

> Last week, I offered training for library technicians who wanted to learn how
> to troubleshoot computer problems.  No one was interesed.
>
> TMGB wrote:
>
> > I think you have a very good idea with this certification plan if you
> > can find the time.  But then again does it take more time to go the
> > current route.  Anyway aside from that the only real training I give
> > everyone is that there's always a possible cure in rebooting the PC.  I
> > have edited the SCANDISK.INI file on  our machines so the user is asked
> > no questions when scandisk runs and the PC normally reboots in normal
> > mode after a cold reboot.  I also have told them to notify me if they
> > have to do this very often to any one particular PC.  But, even now I
> > get calls like the mouse stopped working and I ask, "Have you rebooted
> > the PC?" and the person says "no".   Sorry I have no plan to offer but I
> > think a basic one should include Cold Reboot for IBM compatible PCs.
> >
> > Thomas
> >
> > Mary Martin wrote:
> > >
> > > Everyone,
> > >
> > > Making sure that our library's staff is properly trained in the basics
> > > of using library computers and applications has always been important to
> > > me, but unfortunately, it doesn't always get done as well as I'd like it
> > > to. We recently received several Gates computers and a couple of them
> > > were put in the circulation area (currently the only place we have
> > > room), where staff is not used to either using a computer, or helping
> > > patrons with computer problems.
> > >
> > > I have one staff member who has become very upset and claims she'd
> > > rather retire than learn how to use these computers. I have other staff
> > > members who don't know enough to correctly diagnose a simple problem, so
> > > they don't even bother trying to help patrons, who end up getting the
> > > frustrating message that they're on their own (unless I happen to be
> > > walking by, in which case I help them).
> > >
> > > Instead of rushing around trying to train people quickly and perhaps
> > > haphazardly, or relying on one or two semi-technologically literate
> > > people in each department, I'm starting to think that the best option
> > > might be to create several levels of staff technology certification, and
> > > provide short one-on-one training sessions, and follow-up exercises, so
> > > that staff can successfully complete these certification levels. I am
> > > hoping this will help them get comfortable with technology and with the
> > > computer apps so that they can help patrons more efficiently.
> > >
> > > Before I re-invent the wheel, I thought I would ask if anyone else has a
> > > similar plan in place. If so, what are the requirements for
> > > certification at each level? If you wouldn't mind sharing your
> > > experiences and information, I would be very grateful. I have
> > > cross-posted this message to Lib-NT and Web4Lib.
> > >
> > > Thanks a lot for your help!
> > > --
> > > Mary C. Martin, Computer/Technical Services Librarian
> > > Fort Smith Public Library
> > > 61 South 8th Street, Fort Smith, AR  72901
> > > 501-783-0229 (phone)   501-782-8571 (fax)
> > > http://www.fspl.lib.ar.us
> >
> > --
> > ----------------------------------------------------------------------
> > Thomas McMillan Grant Bennett           Appalachian State University
> > Computer Consultant II                  University Library
> > bennettt at am.appstate.edu
> > http://www.library.appstate.edu/admin/
> > Voice:  828 262 6587                    FAX:    828 262 3001
> >
> > Windows 95 is a 32-bit extension to a 16-bit patch for an 8-bit
> > operating system that was originally coded for a 4-bit microprocessor.
> >  - Chris Dunphy     Boot Magazine
>
> --
> Thomas Edelblute
> Anaheim Public Library