Libraries are spaces that foster learning. Most librarians love helping users and teaching information literacy skills has become a fundamental concept in librarianship studies. So what happens when it is the librarians who need help learning? We are all conscious that libraries are constantly evolving; systems are updated with new features, new services are added, policies change to better reflect the times, etc. Yet are we doing a good job of making sure that all staff are aware and comfortable responding to these changes? In a large library system like mine, we can receive several memos a day informing us of new additions to the catalogue/circulation system, services, policies, etc. There is a huge difference between staff reading these memos and being vaguely aware of them and then having staff who actually understand the changes on a level that permits them to integrate them into their work or confidently explain them to a user.
I have been thinking a lot about this lately specifically in relation to our provincial library system’s introduction of OverDrive. In the fall, our Public Service Librarian from our regional office provided us with a brief OverDrive training session. This training was unfortunately during opening hours of the library which meant that we were constantly being interrupted by users with questions and having to answer the phone. With all the distractions, it was very difficult to assimilate what we were being shown and as we know, OverDrive is full of little hiccups regarding compatibility issues and software which are hard to address until you run into them. As time goes on, more and more users have been asking about Overdrive and I realized that staff were completely reliant on me to answer all OverDrive related questions. People who work in libraries are very intelligent. However, without being taught the knowledge necessary to accurately respond to users’ inquiries, the situation between staff and users can be very discouraging and possibly even embarrassing.
Last week, I decided that it was time to sit down in front of a computer with a full-time librarian assistant and a library volunteer and download together an audiobook onto my Ipod. It was informal and during the process I was asked so many questions that went much beyond OverDrive concerning the differences between devices like iPads, iPods, MP3 players, smartphones, etc. I was happy that even though I am not the most tech-savvy person out there, I was still able to share knowledge that I do have. It was extremely rewarding to see how appreciative both women for the informal training. They now feel better prepared responding to inquiries and conversing with others on the subject of the different formats of e-books/audiobooks and how to download them.
It is fantastic that libraries present themselves as keeping up with the tech trends including providing the download of e-books. However, how well is staff being trained to respond to all the new technology in their workplace?
What is the environment like at your library for training librarians and staff and then working together as a team so that everyone feels comfortable with their new knowledge and skills?
The past two years in library school I have fallen into a rather “techy librarian” group. I’ve been greatly influenced by local librarian friends like Amy Buckland, Lora Baiocco and Graham Lavender who all promote web-based technologies and e-resources in an effort to improve and expand on current library services. My involvement in Web 2.You has also allowed me to meet and discuss new technologies in libraries with great minds like Michael Stephens and Michael Porter along with many other engaging thinkers. I even found myself visiting out of curiosity the websites, blogs or Twitter accounts of various libraries to see how they were using the web to reach out to users. I took the only Web Design course offered through the School of Information Studies at McGill in an effort to increase my ability to reach out to users via the web.
The main reason I have been such a huge proponent of Library 2.0 is its attempts to “meet the users where they are”. I have heard so often in the past two years the phrase “we can’t wait for the users to come to the library; we have to go to them”. All this has gotten me very excited about the potential of Web-based technologies in libraries. Then I began as a director of a small library in a more “rural” area. In the past week that I have been directly serving our users, I have realized how far off my expectations were of the average level of the technological literacy of the library users in my new community.
I thought that when it came to the technological divide it was mostly an extension of the generational divide; some older people are still clueless about computers whereas all children are being brought up as members of the NetGeneration. I’ve had two encounters this week with young users (a girl who was probably 18 years old and a guy who was around 25 years old) that has demonstrated the inaccuracy of this theory. These users came in separately but they both were both experiencing the same problem. They wanted to use the library computers to print their C.V.s that had been burnt onto a CD and they were having problems opening the file. I checked and in both cases, the original document had been saved as a “Microsoft Works” file which meant that it was not compatible with the library’s Microsoft Office. I was full of questions: What was Microsoft Works? (I’ve since looked it up) Who still uses CDs for saving files needing regular updates like a C.V.? Apparently the users in my community do. For the girl, I was able to help her by walking her through the steps of connecting to the library’s wireless connection with her laptop, showing her how to resave her C.V. by modifying the type of the document to a Microsoft Word document. I then instructed her how to email the newly saved document to herself so that she could then open it on a library computer to print. She had never created an email attachment and I was happy to be presented with such a teachable moment. So the next day, in comes a guy with the exact same issue. I figured I could handle it again, no problem! However, when I started asking the guy more questions, I realized that it would not be as easy. The guy revealed that he did not have a computer, he had used his sister’s computer to write his C.V. and it wasn’t even clear to me if he had saved a copy of the C.V. to the computer’s hard drive or if it had just been burnt onto the CD. When I suggested that he go back to the original computer, change the type of file and then email it to himself, he informed me that he did not have an email address. A guy only a few years younger than me without an email address? Well didn’t this revelation just rock my world.
Come’on users, didn’t you get the memo? Information is all going to be e-based. For library services you will interact with librarian avatars and follow our tweets to discover new releases and upcoming activities. Ahem, I think that I will need to rethink my Library 2.0 approach with my new library community. I’m not saying that all members of my community are technological illiterate but I think that rather than starting a library twitter account for my library users to follow, I might concentrate my efforts on offering some good old fashion computer workshops like “How to open an email account”. I really like the courses offered by the Milwaukee Public Library. I might use some of their computer class curriculum as a template for developing my own courses. To be continued…