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module_13_technology_reference_services_ref-ex [2022/03/01 18:27] – ellen.forsyth_sl.nsw.gov.aumodule_13_technology_reference_services_ref-ex [2026/03/09 18:18] (current) – michael.adams_sl.nsw.gov.au
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 ====Introduction==== ====Introduction====
  
-This module will provide information to assist you in delivering Technology reference services.+This module will provide information to assist you in delivering technology reference services.
  
 Reference services are about helping people to find the answers to their questions. Some of these questions may involve, or be about, how to access and download e-content in your library. Helping answer technology questions is, therefore, a valid part of the core service your library provides. Not only are you helping your patrons access, borrow or stream library material, you are helping them find answers about how to do this. Sometimes, this will require detailed assistance from you or other staff, and often it will require skill at managing queues. Reference services are about helping people to find the answers to their questions. Some of these questions may involve, or be about, how to access and download e-content in your library. Helping answer technology questions is, therefore, a valid part of the core service your library provides. Not only are you helping your patrons access, borrow or stream library material, you are helping them find answers about how to do this. Sometimes, this will require detailed assistance from you or other staff, and often it will require skill at managing queues.
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 Some patrons will need assistance in installing relevant apps, and registering to use them to access  Some patrons will need assistance in installing relevant apps, and registering to use them to access 
-  - ebooks, +  - ebooks 
   - eaudio    - eaudio 
-  - ecommerce,  +  - ecommerce  
-  - Government requirements, and  +  - Government requirements 
-  - other services provided through the library.+  - Other services provided through the library
  
-Many of these resources need an email address, so helping someone set up an email address is a core service, and can be part of an information service. This training may be provided one to one, or small group. Find out how your library provides the service.+Many of these resources need an email address, so helping someone set up an email address is a core service, and can be part of an information service. This training may be provided one to one, or in a small group. Find out how your library provides the service.
  
-Each library will have different policies about how much technology assistance is provided by staff. For some libraries, it will not be practical to provide detailed assistance on demand and you may need to refer customers to scheduled technology assistance sessions or small groups classes. Training programs such as Tech Savvy Seniors are often part of how this training is provided. Some libraries may offer one on one assistance as required, dependent on staffing levels and competing demands on staff time.+Each library will have different policies about how much technology assistance is provided by staff. For some libraries, it will not be practical to provide detailed assistance on demand and you may need to refer patrons to scheduled technology assistance sessions or small groups classes. Training programs such as [[https://www.nsw.gov.au/community-services/seniors-card/tech-savvy-seniors|Tech Savvy Seniors]] are often part of how this training is provided. Some libraries may offer one on one assistance as required, dependent on staffing levels and priorities for staff time.
  
-As more and more services are moved to an online environment technology skills are continuing to be critical for everyday life. Many of our patrons will need our help, and our ability to assist with technology questions remains important. This kind of assistance is about how the equipment works and connecting the person to the relevant and authoritative content.+As more and more services are moved to an online environment, technology skills continue to be critical for everyday life. Many of our patrons will need our help, and our ability to assist with technology questions remains important. This kind of assistance is about how the equipment works and connecting the person to relevant and authoritative content.
  
 Technology assistance may include patron's own devices. This enables and encourages people to access library resources remotely. To enable staff to assist patrons with a variety of resources, on a variety of devices and platforms, provision of regular hands-on training opportunities for staff is very important.  Technology assistance may include patron's own devices. This enables and encourages people to access library resources remotely. To enable staff to assist patrons with a variety of resources, on a variety of devices and platforms, provision of regular hands-on training opportunities for staff is very important. 
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-Go and review[[Module 2 Reference interview skills and question types ref-ex| Module 2]] and [[Module 3 People skills, reference behaviours ref-ex|Module 3]] to refresh your memory on how to do a reference interview.+Go and review[[Module 2 Reference interview skills and question types ref-ex| Module 2]] and [[Module 3 People skills, reference behaviours ref-ex|Module 3]] to refresh your memory on how to undertake a reference interview.
  
 Treat each question as unique and approach it from reference interview point of view. Treat each question as unique and approach it from reference interview point of view.
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   - Ask your colleagues and supervisor what kinds of technology related questions they have encountered?   - Ask your colleagues and supervisor what kinds of technology related questions they have encountered?
   - Talk with your colleagues or supervisor about how using a reference interview will help you know the right kind of help to provide.    - Talk with your colleagues or supervisor about how using a reference interview will help you know the right kind of help to provide. 
-  - What ideas did you learn from looking at [[https://create.coloradovirtuallibrary.org/use-technology-reference-interview/| technology reference interview]] +  - What ideas did you learn from looking at [[https://www.librarieslearn.org/self-paced-courses/use-technology-reference-interview| technology reference interview]] 
  
 [[module_13_answers_and_review_ref-ex|Module 13 Answers and review]] [[module_13_answers_and_review_ref-ex|Module 13 Answers and review]]
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 **Exercises for technology skills** **Exercises for technology skills**
  
-Fill in the {{ :technology-proficiency-checklist_re_0521.docx |Technology proficiency checklist}} +Fill in the {{ :technology-proficiency-checklist_re_0521_2026update.docx|Technology proficiency checklist}} 
  
-How does your proficiency measure up? Technology proficiency checklist+How does your proficiency measure up? 
  
 Discuss this with your supervisor, trainer or colleagues. Ask what training is available for you in this area. Discuss this with your supervisor, trainer or colleagues. Ask what training is available for you in this area.
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 The factors which affect usage of ecollections in NSW public libraries for the libraries with the higher turnover rates: The factors which affect usage of ecollections in NSW public libraries for the libraries with the higher turnover rates:
  
-  * the collections are actively developed and tailored +  * Collections are actively developed and tailored. 
-  * ebooks/eaudio are visible on the homepage of the library website +  * ebooks/eaudio are visible on the homepage of the library website. 
-  * the titles are accessible in the catalogue +  * Titles are accessible in the catalogue. 
-  * staff are trained in how to use and download ebooks/eaudio, and this training is updated +  * Staff are trained in how to use and download ebooks/eaudio, and this training is updated. 
-  * staff actively promote ebooks in the library, and in many there are signs or other ways to locate in the library +  * Staff actively promote ebooks in the library, and in many there are signs or other ways to locate in the library. 
-  * training is provided for patrons in how to use and download ebooks/eaudio+  * Training is provided for patrons in how to use and download ebooks/eaudio.
    
-By including ebooks, eaudio, music and videos into library collections, library staff must be able to assist patrons with downloading and accessing these items. It is very important to have these resources visible on the library website with a short instruction regarding accessing these – example: Overdrive - Download the Overdrive app on your Android or Apple device.+By including ebooks, eaudio, music and videos into library collections, library staff must be able to assist patrons with downloading and accessing these items. It is very important to have these resources visible on the library website with a short instruction regarding accessing these – example: [[https://library.albany.wa.gov.au/Profiles/lib/Assets/ClientData/Libby_App_User_Guide.pdf|Libby App User Guide]]
  
 All staff members should be trained to assist patrons in the use of various technologies and be able to answer the following questions: All staff members should be trained to assist patrons in the use of various technologies and be able to answer the following questions:
  
   * How to reserve or request materials from the library catalogue or relevant platform.   * How to reserve or request materials from the library catalogue or relevant platform.
-  * How to renew materials, check due dates, and view library account information online +  * How to renew materials, check due dates, and view library account information online. 
-  * How to download electronic materials to an ereader, computer, smartphone or other device+  * How to download electronic materials to an ereader, computer, smartphone or other device.
   * Other technology questions including accessing library’s wifi network, scanning documents, photocopying and printing.   * Other technology questions including accessing library’s wifi network, scanning documents, photocopying and printing.
  
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   - Note the steps to use both Android and iPhone to access two apps your library subscribes to e.g. an ebook, a library app. If your library has devices you can use - demonstrate to a colleague.    - Note the steps to use both Android and iPhone to access two apps your library subscribes to e.g. an ebook, a library app. If your library has devices you can use - demonstrate to a colleague. 
   - What suggestions do you have to make access easier for library patrons?   - What suggestions do you have to make access easier for library patrons?
-  - Download one of the following Government apps - ATO, Services NSW, MyGov+  - Download one of the following Government apps - ATO, Services NSW, MyGov.
  
 [[module_13_answers_and_review_ref-ex|Module 13 Answers and review]] [[module_13_answers_and_review_ref-ex|Module 13 Answers and review]]
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 **Documentation and training** **Documentation and training**
  
-Library staff may provide additional technology assistance for patrons including : -+Library staff may provide additional technology assistance for patrons including:
  
-  * one on one sessions+  * one-on-one sessions
   * small group sessions   * small group sessions
   * step by step instructions in various formats   * step by step instructions in various formats
module_13_technology_reference_services_ref-ex.1646180837.txt.gz · Last modified: 2022/03/01 18:27 by ellen.forsyth_sl.nsw.gov.au