7. “Consumers elect to avail
themselves of self-service
technologies for a number of
reasons which are specific to them
and not to the company that
provides the service.”
-Self-Service in the Internet Age: Expectations and Experiences
By Dave Oliver, Celia Romm-Livermore, Fay Sudweeks
8. in other words…
ease of use
avoidance of service personnel
saving time
availability of the service when and where the consumer
requires it
saving money
- Self-Service in the Internet Age: Expectations and Experiences
Dave Oliver, Celia Romm-Livermore, Fay Sudweeks
9. helping mom
“why do I need to wait for an electronic book?”
“I don’t know how to transfer my book to my Kindle and I
can’t find anywhere that shows me how.”
“this is the most difficult (service) I’ve ever had to
navigate.”
“can I go to the library to download it?”
10. where do library websites fit in?
PAGE
ACTUAL EBOOK ON PATRON
SERVICE YOUR SUPPORT
WEBSITE
EXTREM IM
ELY PORTANT:
PAGE ON
PATRON
YOUR
SUPPORT
WEBSITE
11. what patrons need to know
get help
in the Library
on the Website
through the Service
login for more titles (Advantage Program)
that librarians are advocates for patrons in the digital
landscape
12. our story: Northbrook Public Library
2007: a link to our Overdrive Consortium, MyMediaMall,
from our homepage
2010: website redesign. page is on multimedia section
with links from the “Books” tab and “Teens” tabs
2012: downloads page front and center on main
navigation menu
13. downloads
still not quite there yet
usability?
14. “When you are face to face
with difficulty, you are up
against a discovery.”
-Lord Kelvin (William Thomas)
23. be consistent in wording
but still build gateways
downloads
eBooks
eContent
eAudiobooks
eCollection
downloadables
eStuff
digital materials
24. eBooks must be in
your online catalog
Encyclopedia of Food and Culture
25.
26.
27.
28. usability testing
“W im ovem pl ans m st ar t wit h a
eb pr ent ust
com it m t o cust om ser vice.”
m ent er
-Candi Har r ison, f or m Depar t m W M
er ent eb anager
at t he U.S. Depar t m of Housing and Ur ban Devel opm
ent ent
32. THE BEST W TO SERVE PATRONS IS TO TRAIN YOUR STAFF
AY
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Tul
33. remove the fear
empower your staff
create a sense of pride and accomplishment
this enthusiasm is contagious!
avoid cringe-worthy patron interactions
you know what i’m talking about
35. ebooks are a part of our job
don’t forget: ebooks are
still books
every service point
should know basic info
you need more than
one person or one
department
37. INVEST IN EREADERS FOR TRAINING PURPOSES
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38. investment is worth it
staff time saved = money saved
we are not pushing people to find support at for-profits, like
best buy
speaking of best buy...
ahem, just train your staff
39. what should you buy?
what do you get questions about?
think about ereader types
think about your community
if you can, buy for each department
if not, create a check out system
41. create your team
leaders and mentors
selection is important
positive and dedicated
patience
ht t p://goo.gl /PnXj t
42. create a plan
write a mission statement
example: This training program is designed to provide an
overall level of comfort for all public service staff who
received an ipad2.
create a timeline
create a strategy
44. all hail the workbook!
exercises and step by step explanations
45. workbook tips
each device needs it’s own workbook
start very basic and then move towards the more
complicated tasks
must work for all technical levels
write while you use the device
the screenshot issue
46. before launch
pilot the program
ht t p://goo.gl /Iy2x0
47. ready to launch!
create a series of classes
optional
“meet the ereader”
open lab style for questions
continually evaluate, update, and tweak
49. on the spot assistance
don’t force everyone
into appointments
communicate to
patrons that assistance
takes time
have handouts or
something patrons can
walk away with
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50. speaking of appointments...
some people really need
individual attention
get more in-depth
have a system
who teaches? What
days?
keep a schedule
google calendar
52. CLASSES, POP-UP PETTING ZOOS, LOBBY TABLES
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53. get out of the library!
reach out to the people who don’t realize they can’t check
out eBooks for free!
ht t p://bit .l y/KiM y
3l ht t p://bit .l y/KiMRXm
54. all things considered
the website needs to be customer friendly because the
product is not
staff training is extremely important
give people varied options for learning
55. any questions?
follow us!
@leahlibrarian
@gwynonite
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