Are you facing a "jurisdictional battle" between librarians and information technologists? The difference in philosophical perspectives between the two is sometimes blurry and can lead to friction. Learn some of the principles of working with IT departments and receive tips for successful cross-departmental collaboration. This is a portion of "Creating Alliances with Overlapping Fields of IT & Librarianship" presented at the 2012 Texas Library Association Annual Conference in Houston.

1. Public Libraries & IT
Portion of “Creating Alliances with the Overlapping Fields of IT & Librarianship”
presented at the Texas Library Association Annual Conference in Houston
April 2012
Kelly Brouillard, MSSW, MLS
Adult Services Librarian
Lewisville Public Library
kbrouillard@cityoflewisville.com
@libgirl28

2. Public libraries are chock full of
technology!
• Computers • ILS/OPAC
• Internet/ Wi-Fi • Online databases
• Printers & Copiers • Downloadables
And the list goes on….
As librarians, we see first hand how
technology supports and enriches the livelihood of
individuals and families, as well as supporting our
communities and local business.

3. We are sometimes
seen as technological
superheroes to our
patrons, but we still
need support from IT
colleagues.
Ideal Library-IT relationship:
•Inclusion
•Collaboration
•Open communication
•Sharing ideas and knowledge

4. IT support comes
from a variety of
places
Majority of technology
support in public
libraries comes from:
•Public service staff
•System-level IT staff
•Outside vendor
Source: Public Library Technology Landscape, ALA’s Public Library Funding
& Technology Access Study 2010-2011, www.ala.org/plinternetfunding

5. Librarians and staff in public libraries
may feel stuck in the middle.
IT Fru
stra
staffer patr
on
ted

6. What kind of relationship do you
have with IT?
• Ultimately the kind of relationship you have with your IT
staff affects your patron’s experience and satisfaction with
your library
• If the library and IT aren’t working
together effectively, chances are technology
needs are not being met and problems
persist  unhappy patrons
• Unsatisfied patrons begin to have a negative
perception of the library and ultimately
your city or county

7. How can we work better
together?

8. Get to know each other!

9. Libraries & IT often differ in focus--Try to understand them
and let them understand you!
•Convey the libraries goals, purpose ,and technology needs
•Share the benchmarks for technology among public libraries
•Communicate the value of the technology services that you provide
This understanding will take time and some training
•Educate your IT department—share what the library does, what the public wants/
expects
•Invite IT to shadow your staff so they may see your tech issues first hand
•Help IT keep the library context in mind when working on technology projects
Educate your staff
•Invite IT to give a training for library staff on how your system is setup and basic
troubleshooting
•Follow the latest technology trends, learn some
“techie speak,” play with gadgets
•Learn the “map” of your IT department so you know
the appropriate person to contact
•Find out if there is a library liaison, someone in IT
dedicated specifically to the library’s tech needs

10. Communicate

11. Clear, open communication
is essential.
• Work with your IT department to setup a system of communication
Examples: webform for reporting/tracking issues, weekly
status update, procedures for follow-up
• Use consistent and precise terminology
• Give detailed descriptions of the problem and what you’ve already
tried in an attempt to fix the problem yourself
Poor communication often erodes good will and poisons
working relationships. Misunderstandings can lead to wasted
time and effort, so put some effort into developing a system
for communicating with your IT support.

13. Come together
Collaborate on technology projects
When making decisions/plans for the library, involve IT staff from
the start–don’t include them as an after thought
When you form a team to work on a technology project, invite an
IT staffer to be a team member—get their input and make them
feel apart of the library’s goals.
Collaboration also ensures that you’re able to help IT keep the
library context in mind when working on technology issues or
projects.

14. Be part of the solution

15. The first answer from IT staff is likely always “no” – Since IT staff are so
busy, they use “no” as a gating mechanism. If they say no and you actually
go away, they assume you didn’t need them that badly to begin with. You
have to decide whether you are going to accept “no” for an answer.
Pick your battles—Some things are worth fighting for and others aren’t. A
helpful clue…if your library customers will not notice any difference if you
get what you want, then drop it.
If you decide to battle it out, be part of the solution. Do your homework.
Come up with alternatives to a problem and present them to IT in a detailed
plan or proposal. Sometimes librarians know about stuff the IT department
doesn’t –learn from library colleagues how they resolved a similar tech issue
and then share it with your IT department
IT staff aren’t insensitive to your needs, they’re just really busy and have
their own job responsibilities and priorities. If you make it clear to them that
what you’re asking them to do is very important to you, your library’s
mission, and to the people you serve, and if you offer up a solution, chances
are they will be more like to help.

16. Follow the Golden Rule…treat others how you want to be treated.
You may not understand what IT does, but keep in mind that they do have
other customers that demand their time .
•Try to be patient and give IT a realistic amount of time to respond.
•Ask nicely. Respect and courtesy can go a long way in making your
relationship with your IT department a pleasant and efficient one.
•Show appreciation. Everyone likes their work acknowledged. Remember to
include IT staff when hosting library staff appreciation events or holiday
parties.
•A simple thank you note goes a long way.

17. Resources
Brewster, Tom. “Why Everyone Hates the IT Department.” PC Pro. November 25, 2011.
http://www.pcpro.co.uk/features/371254/why-everyone-hates-the-it-department.
Null, Christopher. “How to Work With Your IT Department.” Executive Travel Magazine.
Mar/Apr 2011. http://www.executivetravelmagazine.com/articles/how-to-work-with-
your-it-department.
“Opportunity for All: How the American Public Benefits from Internet Access at U.S.
Libraries.” Sponsored by University of Washington Information School, Bill & Melinda
Gates Foundation, and Institute of Museum and Library Services. March 2010.
http://www.imls.gov/assets/1/AssetManager/OpportunityForAll.pdf.
“Public Library Funding & Technology Survey 2010-2011.” Sponsored by American
Library Association and the Bill & Melinda Gates Foundation.
http://www.ala.org/plinternetfunding.
Schone, B. J. “Working Harmoniously with Your IT Department (Yes, It Can Be Done!).”
The eLearning Guild Annual Gathering. April 2008.
http://www.elearningguild.com/showFile.cfm?id=2809.
TechSoup for Libraries http://www.techsoupforlibraries.org/ “nonprofit devoted to making
technology and technology education available and affordable to nonprofits and
libraries”
Tenant, Roy. “How to Work Successfully With Your IT Department.” The Digital Shift.
November 21, 2011. http://www.thedigitalshift.com.