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Behind the Secret Identities: What Your Tech Wants You to Know

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No, your library’s tech staff doesn’t hate you; or try to confuse you on purpose. They even speak the same language as you do! Yet, often, conflict arises between tech and other library staff. Everyone gets frustrated, and issues don’t get solved as quickly as everyone would like. Discover what you can do to make communication easier and make problem resolutions happen faster. Hear stories and some words of wisdom from actual IT staff who are on the front lines of library technology. Learn how to approach troubleshooting like your tech does, and even some basic things you can do on your own.

Publicada em: Tecnologia, Diversão e humor
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Behind the Secret Identities: What Your Tech Wants You to Know

  1. 1. Behind the Secret Identities: What Your Tech Wants You to Know Laura Solomon, MCIW MLS , Ohio Public Library Information Network (OPLIN) laura@oplin.org
  2. 2. 1. Assumptions = problems
  3. 3. Not all IT people are the same. No, really, this matters.
  4. 4. We make it look easy, but…
  5. 5. Real life IT
  6. 6. It’s not new & shiny
  7. 7. It’s not always what you think it is
  8. 8. Image from http://day1of1.wordpress.com/2010/11/28/it-is-what-it-is/
  9. 9. 2. Communicating with us
  10. 10. Understand that we’re jugglers
  11. 11. Just answer them…please?
  12. 12. No, you’re not stupid
  13. 13. Ask & Pass
  14. 14. Read. Read. READ.
  15. 15. 3. Reporting Problems
  16. 16. From Hitchhiker’s Guide to the Galaxy
  17. 17. Respect channels
  18. 18. “The computer is down!” • The ILS software temporarily lost network connection • A workstation lost network connection • All workstations lost network connection • A workstation will not boot • An unexplained message appeared on a workstation • A given website will not load • Someone has disconnected the display from the workstation, or almost any other possible occurrence.
  19. 19. “Take the time to explain your problem. If your explanation is one sentence, it’s probably not enough.” --IT guy at Stanford University
  20. 20. A picture is priceless
  21. 21. What to include? • Tell the truth • Is it reproducible? • What happens if you try another computer or browser? • Screenshot and/or actual text of error message • Don't just say it's broken, say HOW it's broken
  22. 22. 4. How to Think Like an IT Person
  23. 23. ????
  24. 24. + FTW + FTW
  25. 25. Understand dependencies If “A” doesn’t work, then “B” probably won’t, either. A B
  26. 26. Simple things count • Check power, cables and paper • Is the computer frozen, or just the program? • Recognize that printing directly from the Web or from an email is often a losing proposition
  27. 27. reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot
  28. 28. 5. Stories From the Field
  29. 29. Me: Hi what’s you problem? Caller: my computer is giving me an error. Me: Okay, what’s the error message say? Caller: I don’t know I just clicked OK and it went away. Me:……………………………..?
  30. 30. “I was once instructed to refer to the computer as a monitor and the monitor as a computer in order to suit the outlook of a particular co-worker. “
  31. 31. Printer pickle
  32. 32. Not always about the tech
  33. 33. 4 surefire ways to annoy IT staff
  34. 34. 1. Staring at plugs
  35. 35. 2. Making us play Sherlock
  36. 36. 3. Exaggerating vs.
  37. 37. 4. Anecdotes
  38. 38. Reporting matters. A lot.
  39. 39. YOU *are* a tech
  40. 40. We are not the enemy
  41. 41. http://www.twitter.com/laurasolomon http://www.linkedin.com/in/laurasolomon laura@oplin.org http://www.meanlaura.com http://www.slideshare.net/laurasolomon Thank you!

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