1. Transliteracy, Customer Service
and the Future of Reference
Anthony Molaro, MBA, MLIS, PhD Candidate
Associate Dean of Library and Instructional
Services, Prairie State College

2. What is Literacy?
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3. Why is Literacy Important?
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4. The ability to use printed and written information to function in
society, to achieve one's goals, and to develop one's knowledge and
potential. (National Assessment of Adult Literacy)
http://nthl.files.wordpress.com/2011/08/get-up1.jpg

5. Speak Listen
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6. What is Transliteracy?
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7. The ability to read, write and interact across a range of platforms, tools
and media from signing and orality through handwriting, print, TV, radio
and film, to digital social networks.
http://fc00.deviantart.net/fs70/f/2010/305/8/2/wholed_the_world__by_ajtello4-d31zvd3.png

8. This is
literacy
now
http://www.techvert.com/wp-content/uploads/2010/08/23/history-social-networking-sites/socialnetworking.jpg

9. It is not about technology
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10. Its about connections
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11. Its about people being creative
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12. Its about helping them use their voice
http://fc07.deviantart.net/fs40/f/2009/023/6/b/Speak_up_by_motherwarxx.jpg

13. A transliterate person is someone who can engage in the flow of
knowledge via any medium (whether print, oral, digital, or other) so that
they may be a fully functional citizen and participant of society.

14. http://plasticweight.files.wordpress.com/2011/04/infographic_02.jpg

15. While transliteracy is “not the equivalent of
emancipation, it is in a more limited but essential
way the precondition for engaging in struggles
around both relations of meaning and relations of
power. To be literate is not to be free, it is to be
present and active in the struggle for reclaiming
one’s voice, history, and future”
http://www.mega-tapety.info/resize/muzyka-polska-2560-1600-6701.jpg

16. What does transliteracy have to do with
customer service?
http://www.stthomas.edu/law/library/images/otherlibrarycatalogs.jpg

17. One of the best means of making a library popular is to
mingle freely with its users, and help them in every way.
When this policy is pursued for a series of years in any town, a
very large portion of the citizens receive answers to
questions, and the conviction spreads through the community
that the library is an institution of such beneficent influences
that it can not be dispensed with.
-Samuel Swett Green (1876).

18. Where are your library customers, patrons, users, members?
http://www.y920.com/wp-content/uploads/2010/04/where-are-you.jpg

19. We’ve all dealt with the automated phone system.
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20. How do we go from this…
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21. …to this?

22. And what is
this?
What kind of
customer
service is
this?
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24. And the Future of Reference…
http://kcya.lazarusgroup.com/userfiles/image/KCYA%20TA%27s/book.jpg

25. This reference is dead
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26. This is the future of reference
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27. Book clubs in the bar
http://media.apracticalwedding.com/wp-content/uploads/2011/11/NYC-1-450x336.jpg

28. http://www.flickr.com/photos/skokiepl/6624201721/sizes/o/in/set-72157617311070797/

29. Libraries are Kitchens
(Richard Kong at AHML)
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30. We provide them with all the tools and training to be their own producers
http://specialforkblog.com/wp-content/uploads/2011/11/Kitchen-Tools-5.jpg

31. “As much as our television, radios, and movie
theaters would have us believe
otherwise, information consumption is as
active an experience as eating is; in order for
us to live healthy lives, we must move our
information consumption habits from the
passive background of channel surfing into
the foreground of conscious selection.”
- Information Diet
http://www.techclarify.com/wp-content/uploads/2010/12/ledtv.jpg

34. On Change: