Training the Tech Trainer
Schedule pending -- please check back later
Instructor: Dan McMahon
Training the Tech Trainer
- Are you a technician who has to frequently explain technology concepts to librarians?
- Do people think you're speaking a "foreign language" when you try to explain why their library computer isn't working?
- Are there some things you'd like people to try first before they call you for tech support?
Then Training the Tech Trainer is for you. This one-day course is designed for technical support, automation, or systems staff that work in libraries. The goal of this workshop is to practice strategies for supporting library staff and their computers, for handling trouble calls, and for training library staff on how to use technical support effectively.
Workshop Description: This all-day workshop will discuss some of the common problems technicians encounter in supporting computers in libraries, and explore some possible solutions and useful techniques.
Topics To Be Covered:
- Technical Jargon vs. Technical
Literacy
- What tech terms should we avoid with non-techies?
- Which technology concepts are essential for all staff to know?
- How can we teach those essential concepts?
- Trouble Calls and Support Techniques
- Define the goal of each trouble call
- Prevent problems from reoccurring by training users
- Create a list of what users should do before they call
- Explaining Technical Concepts to
Non-Technologists
- Using creative analogies
- Information for administrators and decision makers
- Training, users' groups and documentation
Who Should Attend: This is not a course for the "most technical person at the branch," but instead is for the support staff, such as technicians, systems or automation personnel who design, configure, repair and support computers in a California library. Students should consider themselves techies first, and library employees second.
Prerequisites: Experience handling trouble calls and supporting computers in a library setting.
Please Note: There is a $75.00 fee for this workshop. Infopeople does not provide parking passes, lunch or refreshments.
Check-in: 8:30 to 9 AM Instruction: 9 AM to 4:30 PM
