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**Module 13: Technology reference services (Reference Excellence)**

====Introduction====

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.

Assisting library patrons to access library material is core for public libraries.

In the [[https://www.legislation.nsw.gov.au/view/html/inforce/current/act-1939-040|Library Act 1939 No 40]] it says

**s. 10 Requirements as to services to be provided by local libraries**

//(1) A local authority must comply with and observe the following requirements in relation to any local library that is provided, controlled or managed by the local authority (either directly or under an agreement or other arrangement to which it is a party)://

**(A) Residents and ratepayers entitled to free membership** //Any person who is a resident of the area of the local authority or a ratepayer of the local authority is entitled to membership of the library free of charge.
//

**(B) Free access to certain materials on library premises** //Any person (whether or not a member of the library) is entitled free of charge to access any library material of the library and any information forming part of the information service of the library (other than information excepted from free access by guidelines issued by the Council) for use on the library premises.//

**(C) Free loans of certain library material to members** //Any person who is a member of the library is entitled to borrow free of charge from the library for use away from the library premises any library material of the library which has been classified by the librarian of the library as being of literary, informative or educational value or as being fiction.//

**(D) Free delivery to sick or disabled members** //No charge is to be made for the delivery to a member of the library of any library material or information that the member is entitled to borrow free of charge if the member for reasons of ill health or disability cannot reasonably be expected to attend the library in person.//

**(E) Free basic reference services to members** //Any person who is a member of the library is entitled to be provided free of charge with basic reference services (being any service classified by guidelines issued by the Council as a basic reference service), including assistance in locating information and sources of information.//

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====Assisting with technology====

Some patrons will need assistance in installing relevant apps, and registering to use them to access 
  - ebooks, 
  - eaudio, 
  - ecommerce, 
  - Government requirements, and 
  - 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 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 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 competing demands on 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.

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. 

//**Major Point: Technology access is a necessity for our community. Libraries have a role to play in maintaining equal and fair access for digital citizenship.**//


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====Technology reference interview====

**Using a reference interview in a technology context**

The skills you have developed for reference interviews apply equally well in a technology context. Look at information about how to use a [[https://www.librarieslearn.org/self-paced-courses/use-technology-reference-interview| technology 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 do a reference interview.

Treat each question as unique and approach it from reference interview point of view.

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**Exercises for technology reference interview**

Refer to [[module_2_reference_interview_skills_and_question_types_ref-ex|Module 2 Reference interview skills and question types]] for guidance on conducting a reference interview - the same principles apply to a technology reference interview. 

  - Think about the types of questions you could be asked about technology.
  - 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. 
  - 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]]

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====Technology skills====

Assisting patrons with technology skills are core library services. These services include basic troubleshooting, wifi assistance, photocopying, printing and 3D printing, scanning, and internet searching.


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**Exercises for technology skills**

Fill in the {{ :technology-proficiency-checklist_re_0521.docx |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.

[[module_13_answers_and_review_ref-ex|Module 13 Answers and review]]

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====Accessing resources====

**Assist patrons with loading ebooks, eaudio, emagazines, online music, and accessing databases**

Library resources have traditionally been things which people could take out of the library and borrow, like magazines, music, books and audio, but are now emagazines, online music, ebooks and eaudio which can be borrowed from the library as downloads or streaming. It is essential that library staff know how to download these items so they can assist library patrons. Research done by the State Library of NSW, in Guidelines for e-collections in NSW public libraries shows that:

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
  * ebooks/eaudio are visible on the homepage of the library website
  * the titles are accessible in the catalogue
  * 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
  * 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: [[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:

  * 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 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.

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**Exercises for accessing resources**

  - Do you have an app for patrons to access your library catalogue?
  - What apps are available via your library website. What passwords are required?
  - 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?
  - Download one of the following Government apps - ATO, Services NSW, MyGov.

[[module_13_answers_and_review_ref-ex|Module 13 Answers and review]]

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**Documentation and training**

Library staff may provide additional technology assistance for patrons including : -

  * one on one sessions
  * small group sessions
  * step by step instructions in various formats
  * "tech savvy" or other training sessions


**Privacy**

Consider privacy of patrons. Review [[module_6_ethics_and_legislation_ref-ex|Module 6 Ethics and legislation]] to refresh your memory on confidentiality.

**Roving**

Consider roving to provide technology services. Review [[module_7_roving_reference_ref-ex|Module 7 Roving reference]] to refresh your memory on roving services.

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====Transferable skills====

There are conventions and similarities between devices which you can transfer, so if you can use one kind of device, you can transfer this knowledge to a different kind of device. Some conventions include when you see three dots or three bars it means more menu options.

Some libraries have a range of devices for staff training. Familiarise yourself with different devices. There are a range of helpful videos available online. Technology assistance may include establishing  email or other accounts to facilitate access to other online resources such as MyGov. Technology access is a necessity for our community and libraries have a role to play in maintaining equal and fair access for digital citizenship.

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====Module 13 Answers and review====

[[module_13_answers_and_review_ref-ex|Module 13 Answers and review]]

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==== Other modules for Reference Excellence ====

**Reference Excellence - self paced reference and information services training**

[[About ref-ex|About Reference Excellence]]

[[Module 1 Overview of the reference process ref-ex|Module 1 Overview of the reference process]]

[[Module 2 Reference interview skills and question types ref-ex|Module 2 Reference interview skills and question types]]

[[Module 3 People skills, reference behaviours ref-ex|Module 3 People skills, reference behaviours]]

[[Module 4 Search strategies ref-ex|Module 4 Search strategies]]

[[Module 5 Reference resources ref-ex|Module 5 Reference resources]]

[[Module 6 Ethics and legislation ref-ex|Module 6 Ethics and legislation]]

[[Module 7 Roving reference ref-ex|Module 7 Roving reference]]

[[Module 8 Local studies ref-ex|Module 8 Local studies]]

[[Module 9 Family history ref-ex|Module 9 Family history]]

[[Module 10 Children ref-ex|Module 10 Children]]

[[Module 11 Young adults ref-ex|Module 11 Young adults]]

[[Module 12 Corporate library services ref-ex|Module 12 Corporate library services]]

[[Module 13 Technology reference services ref-ex|Module 13 Technology reference services]]