1

(dra

ma

tizatio

n: N

H a

nd

DS)

Pa

tron

s: Exp

ecta

tion

s no

t me

etin

g p

ossib

ilities. T

he

y do

n’t kn

ow

wh

at th

ey d

on

’t kno

w.

Staff: U

ncle

ar R

ole

Are

we

tech

sup

po

rt, or ca

n w

e o

nly su

pp

ort lib

rary se

rvices?

No

t po

ssible

to d

o o

ne

with

ou

t som

e o

f the

oth

er, a

s we

lea

rne

d.

2

Mu

ltiple

Dig

ital S

erv

ices

Dig

ital D

ev

ices

eq

ua

ls

3

… co

verin

g th

e w

ate

rfron

t--H

ow

do

es o

ne

be

rea

dy fo

r

eve

rythin

g?

Pa

tron

s:It d

oe

sn’t w

ork! W

hy is it so

ha

rd to

do

? Wh

y can

’t I have

the

bo

oks I w

an

t?

Wh

y do

I have

to w

ait?

Staff: Is th

is ou

r job

? Ho

w d

o w

e le

arn

this? H

ow

do

we

sho

w T

HE

M?

4

Lesse

rlib

rarie

s wo

uld

give

up

an

d cu

rl into

a little

ba

ll. No

t us.

-M

an

y of th

e id

ea

s an

d m

ost o

f the

en

erg

y tha

t follo

ws ca

me

from

staff. I w

as n

ot sh

ovin

g

an

ythin

g d

ow

n a

nyo

ne

’s thro

at. T

he

y un

de

rstoo

d th

e p

rob

lem

s as w

ell a

s I did

. I cou

ld

ho

we

ver re

allo

cate

som

e re

sou

rces…

.

-S

tep

on

e –

bu

y g

ad

ge

ts. (to su

pp

ort O

verd

rive, w

hich

ad

mitte

dly

we

join

ed

for th

e

au

dio

bo

oks a

t first)fo

r de

pa

rtme

nt sta

ff to e

xpe

rime

nt w

ith a

nd

de

mo

nstra

te. Sta

ff cou

ld

no

t affo

rd th

em

at th

e tim

e, o

r did

no

t kno

w w

hich

toin

vest in

.

-A

yea

re

arlie

r, ou

r loca

l Be

st Bu

y sen

t staff a

nd

gad

gets o

ut to

intro

du

ce th

em

to sta

ff. We

we

nt b

ack to

be

gin

pu

rcha

sing

ou

r ow

n “p

ettin

g zo

o”.

-O

utsid

e o

f tech

no

log

yb

ud

get: R

ea

de

r, No

ok, iP

od

Tou

ch, K

ind

le (2

nd

gen

, no

t com

pa

tible

w O

verD

riveye

t)

-Sig

ne

d o

ut to

de

pa

rtme

nt sta

ff to ta

ke h

om

e

5

As th

is wa

s ha

pp

en

ing

, so w

ere

ou

r first ma

ss classe

s –la

rge sca

le d

em

os.

Surp

rised

by d

em

an

d fo

r initia

l No

ok cla

ss (ove

r 10

0 p

eo

ple

), ofte

n w

ith N

oo

k in h

an

d a

nd

very sp

ecific q

ue

stion

s. We

ad

de

dm

ore

by d

em

an

d.

B&

N sta

ff mo

re th

an

willin

g to

com

e o

ut, b

ut to

exp

lain

oth

er d

evice

s we

got cre

ative

an

d

bro

ug

ht in

ou

tside

exp

erts.

Late

r tha

t yea

r, we

hire

d Sa

m C

ha

da

to p

rese

nt “Se

lectin

g a

n E

bo

ok

Re

ad

er” in

a p

roa

ctive

atte

mp

t to ge

t ah

ea

d o

f the

curve

(we

’re le

arn

ing

by n

ow

).

6

Sup

po

rt ma

teria

ls:

Th

e E

bo

oks

Bin

de

r cam

e to

geth

er ve

ry rap

idly fo

r sup

po

rt at d

esk, fe

d m

ostly b

y De

bb

ie

an

d N

ad

ge

It ma

de

us fe

el co

nfid

en

t to re

ach

for it w

he

n h

it with

an

eb

oo

kq

ue

stion

.

Step

by ste

p in

structio

ns –

freq

ue

nt re

vision

s an

d fo

rks as fo

rma

ts an

d m

eth

od

s cha

nge

d.

Use

ful in

he

re a

nd

no

w o

r to ta

ke w

ith.

Cu

rren

t aw

are

ne

ss an

d n

ew

s from

the

eb

oo

kw

orld

as w

ell

He

lp b

roch

ure

s “bo

rrow

ed

” from

oth

er lib

rarie

s (he

llo W

estla

ke!), e

asy to

em

ail to

pa

tron

s

as w

ell.

Ho

ne

sty is the

be

st po

licy --If so

me

thin

g is h

ard

to d

o, d

on

’t tell th

em

its ea

sy. We

can

no

t

de

fen

d b

ad

inte

rface

de

sign

, since

we

can

’t cha

nge

it. We

can

’t de

fen

d so

me

pu

blish

er’s

de

cision

s. We

just h

elp

the

m th

rou

gh

it.

7

-E

veryo

ne

ha

d a

spie

l rea

dy fo

r the

OP

EN

‘wh

at a

bo

ut yo

ur e

bo

oks?

’ qu

estio

n a

s we

ll as

mo

re C

LOSE

D “h

ow

do

I do

this” q

ue

stion

s.

-T

he

spe

cific qu

estio

ns w

ere

ofte

n h

ard

er –

we

did

n’t w

ork w

ith e

very d

evice

or fo

rma

t

eve

ry day, re

me

mb

erin

g all th

e d

iffere

nce

s an

d sim

ilaritie

s is cha

llen

gin

g w

he

n th

e ru

les

kee

p ch

an

gin

g. E

ven

wh

en

pro

ced

ure

s got sim

ple

r, the

com

ple

x p

roce

du

res stu

ck in

ou

r

bra

ins.

-A

dve

nt o

f po

rtab

led

evice

s an

d in

crea

sing

am

ou

nt o

f lap

top

s me

an

t pa

tron

s wo

uld

brin

g

the

m in

, wh

ich th

an

kfully m

ea

nt a

red

uctio

n in

qu

estio

ns a

bo

ut p

atro

n P

Cs b

y ph

on

e, ve

ry

ha

rd to

an

swe

r with

ou

t be

ing

ab

le to

see

the

ir scree

n.

-Sta

rting

in th

e m

idd

le o

f a p

rob

lem

is ha

rd to

naviga

te. G

oin

g b

ack to

the

be

gin

nin

g w

ith

a p

atro

n h

elp

s. Exp

lan

atio

n b

eyo

nd

wh

at th

ey w

an

t (this is w

hy it is) m

ay no

t be

de

sired

by

all p

atro

ns, a

nd

I cou

ld te

ll wh

en

the

y we

re a

bo

ut to

tun

e o

ut, b

ut fo

r the

curio

us it h

elp

ed

ma

ke se

nse

.

8

Me

an

wh

ile…

. Jan

ua

ry 20

12

A d

on

atio

n o

pp

ortu

nity ca

me

alo

ng

, an

d w

he

n a

sked

“wa

nt d

oe

s the

libra

ry wa

nt”,

con

sen

sus w

as w

ha

t eve

ryon

e e

lse h

ad

--a

ha

nd

s on

com

pu

ter la

b.

Ne

w to

us a

t the

time

: Win

do

ws

7, O

ffice 2

01

0 –

so w

e sta

rted

with

stafff

train

ing

in th

at.

De

ep

free

ze --

Staff tra

inin

g for e

bo

oks

inclu

de

d d

ow

nlo

ad

ing

an

d in

stallin

g O

verd

rive M

C

an

d A

do

be

the

first time

, we

did

n’t b

oth

er th

e n

ext tim

e.

9

-Su

pp

ort m

ate

rials fo

r classe

s an

d in

divid

ua

l lesso

ns (lo

ng

stan

din

g a

nd

con

tinu

ing

)

-Su

bje

ct classe

s pa

cked

at first, th

en

pe

tere

do

ut. A

no

the

r gap

–p

atro

ns w

ho

tho

ug

ht

the

y ha

d b

asics (ie

. Mo

use

skills) did

no

t.

-O

pe

n la

bs (n

o to

pic, n

o sig

nu

p, d

rop

in) w

ere

no

t we

ll atte

nd

ed

, we

we

nt b

ack to

mo

re

ind

ividu

al in

structio

n.

-N

ew

service

s an

d n

ew

de

vices m

ea

nt “n

ew

rule

s” (gu

ide

line

s)fo

r staff to

he

lp tra

in

pu

blic, w

hich

wa

s be

com

ing

mo

re ch

alle

ng

ing

all th

e tim

e. W

he

re w

as th

e lin

e w

he

re w

e

cou

ld go

no

furth

er? M

an

y de

velo

pm

en

ts we

re h

ap

pe

nin

g a

ll at o

nce

, an

d so

we

re o

ur

resp

on

ses. A

t lea

st we

got b

ette

r at a

nticip

atin

g th

em

.

10

For e

xam

ple

, we

ha

dre

qu

ests fro

m p

atro

ns to

be

ab

le to

use

r the

ir libra

ry card

on

a

sma

rtph

on

e. W

e h

oo

ked

up

with

Ca

rdsta

r, so th

ey co

uld

use

ou

r card

tha

t way…

. Wh

en

we

told

the

wo

rld w

e h

ad

it, we

the

n h

ad

qu

estio

ns fro

m e

veryo

ne

else

. Inclu

din

g staff.

WH

AT

’S AN

AP

P? H

ow

do

I do

tha

t? Wh

at d

o w

e te

ll pa

tron

s? Wh

y do

esn

’t it wo

rk? We

assu

me

d p

eo

ple

wh

o h

ad

ph

on

es kn

ew

all th

is, the

y did

no

t.

Imp

orta

nt Q

ue

stion

: Is it ou

r job

to su

pp

ort e

ve

ry co

nsu

me

r de

vice

ou

t the

re?

Imp

ossib

le to

sup

po

rt com

ple

tely, b

ut 1

. som

e b

asic fa

milia

rity of w

ha

t to e

xpe

ct an

d 2

. a

willin

gn

ess a

nd

offe

r to p

atro

n to

exp

lore

me

an

t we

cou

ld try. W

e d

idn

’t kno

w e

veryth

ing

,

bu

t we

kne

w m

ore

tha

n th

ey d

id a

nd

cou

ld a

ssess th

e situ

atio

n q

uickly. W

e co

uld

no

t FIX

yo

ur d

ev

ice if it w

as b

roke

n, o

nly

tell y

ou

it mig

ht b

e.

Bo

op

siea

pp

intro

du

ced

an

d lin

ked

to o

the

r ven

do

r ap

ps. B

oo

psie

cam

e w

ith d

eta

iled

stats

rep

ortin

g, sh

ow

ing

wh

at d

evice

s we

re d

oin

g w

ha

t as w

ell.

11

Mo

re D

evice

sa

nd

Mo

re Sta

ff Train

ing fo

r:

Eb

oo

ks(e

ver e

volvin

g) a

nd

Mo

bile

De

vices

-Tra

inin

g o

n b

oth

wa

s op

en

(an

d re

com

me

nd

ed

) to a

ll staff –

all sta

ff no

w a

ble

to ch

eck

ou

t.

-W

e w

an

ted

pe

op

le in

oth

er d

ep

artm

en

ts toh

ave so

me

ide

a o

f wh

at w

e h

ave ava

ilab

le

inste

ad

of sayin

g “I d

on

’t kno

w, a

sk the

m!”

-W

e h

ave a

tech

no

log

y de

pa

rtme

nt a

nd

lon

g-sta

nd

ing

tech

train

ing

tea

m, b

ut w

e b

ou

gh

t

the

se a

s a p

ub

lic service

de

pa

rtme

nt w

ith m

ate

rials b

ud

get. T

he

y we

re b

usy e

no

ug

h.

Co

nsu

me

rs bu

y the

se e

very d

ay an

d th

ey a

re su

pp

ose

d to

be

ea

sy to u

se, rig

ht?

-W

e b

ou

gh

t wh

at w

e sa

w p

atro

ns u

sing

an

d w

ha

t we

rea

d a

bo

ut, w

e trie

d to

get go

od

exa

mp

les o

f som

e th

at a

pp

ea

red

pro

misin

g. W

e b

ou

gh

t mo

st of th

em

use

d b

y no

w, n

ot

the

late

st gen

era

tion

, no

t the

hig

he

st me

mo

ry or p

erfo

rma

nce

ne

ed

ed

-B

ou

gh

t 3 ip

ad

se

ven

tua

lly –sta

ff love

d th

em

! Yea

h th

ey ca

n b

e e

xpe

nsive

, bu

t the

y are

che

ap

er u

sed

an

d m

uch

che

ap

er th

an

ma

ny a

nn

ua

lly up

da

ted

refe

ren

ce to

ols th

at a

re

ba

rely cra

cked

an

d w

e th

ere

fore

get m

ore

RO

I.

Som

e d

evice

s turn

ed

ou

t to b

e d

ud

s (Pa

nd

igita

lSup

ern

ova

, Bla

ckbe

rry Playb

oo

k)

Tau

gh

t us a

bo

ut e

volvin

g w

orld

of ta

ble

t use

, mo

bile

com

pu

ting

, CO

NV

ER

GA

NC

E. M

ad

e u

s

aw

are

of e

ve

n m

ore

po

ssibilitie

s for o

ur p

atro

ns, a

ccess to

ma

ny

of o

ur se

rvice

s by

ap

p.

Alm

ost-in

stan

t acce

ss to w

ha

tev

er =

bu

t on

ly if y

ou

are

set u

p, re

ad

y a

nd

yo

u th

ink

of it!

-a

lso, re

min

de

d u

s of w

ha

t can

’t be

we

ll do

ne

on

tab

lets a

nd

ph

on

es.

12

We

ad

de

d m

ore

an

d e

mb

race

d th

em

. Th

is pa

rt of o

ur p

age

use

d to

just

link to

Oh

io E

bo

ok

Pro

ject.

-B

oa

rd su

pp

orte

d o

ur e

xpe

rime

nts a

nd

we

tran

sferre

d in

mo

re m

on

ey to

ma

teria

ls to

pro

vide

the

m.

Pro

mo

ted

serv

ices a

s a p

ack

ag

e (w

ith d

ispla

y a

nd

ha

nd

ou

ts):

-E

refe

ren

ceb

oo

k bu

nd

le (G

ale

) OW

N, O

NLIN

E a

lways ava

ilab

le a

ccess, X

pla

tform

sea

rcha

ble

, bib

reco

rds

-O

ne

Click

Dig

ital

-Z

inio

-O

the

r da

tab

ase

s tha

t fit the

bill

Incre

asin

gly a

pp

ba

sed

, bu

t no

t con

sisten

tly (side

loa

d, lim

itatio

ns, ch

icken

or e

gg

)

… b

eg

in re

po

rting

eb

oo

kcircu

latio

n a

nd

use

of th

ese

service

s alo

ng

with

bo

ok a

nd

avcirc

on

bo

ard

rep

ort

… sta

tistics rep

ortin

g a

nd

da

ta co

llectio

n is still d

au

ntin

g, th

ou

gh

. Ap

ple

s to a

pp

les

com

pa

rison

is ha

rd (w

ha

t is a “ch

eck o

ut?

”), eve

ry ven

do

r ha

s the

ir ow

n lo

gin

(som

e h

ave

ma

ny d

iffere

nt o

ne

s!), da

ta isn

’t alw

ays rea

dy a

t mo

nth

en

d (h

ello

OC

LC a

nd

Bo

op

sie!).

Go

og

le a

na

lytics tell u

s a lo

t ab

ou

t wh

o is u

sing

ou

r we

bsite

an

d ca

talo

g a

nd

with

wh

at

de

vice o

r OS, w

hich

fed

ba

ck into

de

vice se

lectio

n.

13

Me

an

wh

ile, m

ore

gad

gets p

urch

ase

d, m

ore

staff co

mfo

rt… w

ha

t sho

uld

we

do

with

the

m

all? Le

t pa

tron

s try the

m, to

o.

Wh

en

Ove

rdrive

cam

e to

visit us la

st yea

r, I too

k no

tes o

f the

ir solu

tion

(yea

rs old

) an

d go

t

in co

nta

ct with

the

ma

nu

factu

rer.

14

No

vem

be

r2

01

2 –

pu

t the

service

s an

d m

ach

ine

s toge

the

r

Ga

dge

t galle

ry=ga

dge

ts secu

red

an

d p

ow

ere

d a

nd

availa

ble

like in

a sto

re (b

ut n

o h

ard

sell).

Ch

alle

nge

s: find

the

righ

t goo

d syste

m to

secu

re th

em

ph

ysically ye

s, bu

t ho

w to

“lock

do

wn

” de

vices in

tern

ally w

as h

ard

est.

Ma

na

ge p

erio

ds w

itho

ut u

se vs. h

eavy u

se.

De

mo

ing

service

s –w

ha

t are

the

be

st ap

ps to

sho

w o

ff? Ho

w d

o yo

u co

nfig

ure

de

vices to

sho

w th

em

off b

ette

r?

Pa

tron

s we

re a

pp

recia

tive o

f the

service

, an

d b

rou

gh

t in th

eir frie

nd

s to sh

ow

the

m to

o.

We

ha

d visits fro

m o

the

r libra

ries, to

o.

15

De

taile

d p

icture

of a

ssem

bly (w

ill PASS A

RO

UN

D)

Ala

rme

d, p

ow

ere

d (co

rrect a

da

pto

rs ne

ed

ed

),te

the

red

by a

cord

an

d re

el

Six un

its pe

r ala

rm b

ox, p

erfe

ct for o

ne

tab

le

Wh

at d

evice

s? A va

riety, a

nd

we

switch

ed

the

m o

ut a

few

time

s. We

nt m

ore

tab

let-y fro

m

e-re

ad

er-y sin

ce th

at’s w

ha

t pe

op

le w

ere

usin

g.

Ge

t an

old

tab

le a

nd

drill h

ole

s in it! M

ay req

uire

som

e in

gen

uity to

kee

p “sn

ou

ts” from

spin

nin

g.

Wa

nt to

pu

t a Su

rface

ou

t bu

t this is h

ard

to se

cure

bo

th w

ays.

16

-D

evice

s we

re p

ut o

ut w

ith B

ASIC

info

rma

tion

(ho

wto

wa

ke u

p, tu

rn o

n). P

retty

ma

inte

na

nce

free

.

-T

ied

to a

ccou

nts (a

s ne

ed

ed

, ieA

ma

zon

) tha

t did

no

t have

pu

rcha

sing p

erm

ission

, bu

t

limite

d a

bility to

lock d

ow

n

-Issu

es –

kids p

arke

d p

laying

gam

es fo

reve

r, takin

g silly p

icture

s on

the

m, ch

an

gin

g

settin

gs.

-A

rem

ind

er th

at T

HE

SE G

AD

GE

TS W

ER

E M

AD

E FO

R IN

DIV

IDU

ALS, w

e h

ave n

ot e

xplo

red

en

terp

rise m

an

age

me

nt a

pp

s as w

e a

re n

ot b

ig e

no

ug

h to

do

it.

-N

ee

de

d to

ma

ke re

gu

lar sw

ee

ps to

“un

stick” if we

we

ren

’t told

.

-B

igge

st secu

rity pro

ble

m w

as w

ith A

pp

le D

evice

s, very h

ard

to lo

ck do

wn

acce

ss to a

ll

po

ten

tially d

isrup

tive fe

atu

res, ke

ep

pa

tron

s from

lockin

g u

p d

evice

by cre

atin

g th

eir

ow

n p

assco

de

, we

imp

lem

en

ted

ou

t ow

n p

assco

de

bu

t fou

nd

the

y cou

ld d

o th

e sa

me

by

simp

ly trying

ba

d p

assco

de

s un

til it locke

d u

p a

nd

ne

ed

ed

to b

e re

store

d via

iTun

es, h

ad

to ta

ke it h

om

e. iC

lou

dm

ad

e th

ing

s eve

n m

ore

con

fusin

g fo

r mu

ltiple

de

vices, co

uld

no

t

lock o

ut ch

at a

nd

got co

mp

lain

ts ab

ou

t an

on

cha

ts com

ing

from

ou

r de

vices.

17

-T

he

Ga

llery is cu

rren

tly on

sum

me

r vaca

tion

, it will re

ap

pe

ar w

ith so

me

diffe

ren

t gad

gets

in Se

pte

mb

er a

nd

we

are

loo

king

for so

me

oth

er “tw

ist” to e

nco

ura

ge p

urp

ose

ful u

se …

pe

rha

ps a

con

test o

r a tre

asu

reh

un

t?

-W

e w

ere

no

lon

ger w

aitin

g fo

r a ga

p in

service

to a

pp

ea

r, we

tried

to a

nticip

ate

. Ou

r ne

xt

ide

a w

as (w

e th

ou

gh

t) just in

time

for a

care

free

vaca

tion

exp

erie

nce

….

18

Wh

at a

bo

ut p

atro

ns w

ho

are

n’t th

at te

chsa

avvy, wa

nt to

try eb

oo

ks, do

n’t w

an

t to b

uy

the

m o

rju

mp

thro

ug

h h

oo

ps to

che

ck the

m o

ut?

We

lcom

e to

Circu

latin

g N

oo

ks an

d K

ind

les (M

ay 20

13

).

3 N

oo

ks, 3 K

ind

les (b

asic m

od

els), o

lde

r simp

le m

od

els p

urch

ase

d ch

ea

p u

sed

or

refu

rbish

ed

.

Bo

oks

pu

rcha

sed

from

Am

azo

n a

nd

B&

N, sh

are

d a

cross d

evice

s. Tota

l cost o

f pro

gra

m

un

de

r $1

00

0.

19

Re

me

mb

er –

we

are

trying

to b

uild

com

fort in

pe

op

le w

ho

are

no

t into

gad

gets a

t all!

(he

nce

sup

po

rt ma

teria

ls)

-W

e se

lecte

d b

oo

ks tha

t we

re p

op

ula

r AN

D (o

ften

) no

t availa

ble

via O

verd

rive.

-C

ha

llen

ges (re

qu

iring

exp

erim

en

tatio

n): h

ow

to “lo

ck do

wn

” acco

un

t acce

ss to p

urch

ase

titles a

nd

cha

nge

too

ma

ny se

tting

s.

-P

roce

du

res, e

tc. bo

rrow

ed

from

libra

ries n

ea

r an

d fa

r an

d m

ad

e th

e o

ne

s tha

t wo

rk ou

r

ow

n.

-W

e w

ere

exp

ectin

g m

ore

che

ckou

ts an

d m

ore

wa

iting

lists tha

n w

e h

ave e

xpe

rien

ced

, bu

t

a re

ne

we

d fo

cus o

n h

an

d-se

lling

an

d sh

elf-ta

lkers th

rou

gh

ou

t the

fiction

sectio

n h

elp

with

“I did

n’t kn

ow

!”

20

Are

we

still frustra

ted

? A b

it. Ma

ny e

xpe

rime

nts in

custo

me

r service

an

d b

eh

avior, a

nd

see

ing

wh

at w

ou

ld h

ap

pe

n if…

-D

igita

l litera

cy isw

ha

t pe

op

le n

ee

d in

the

ir lives. M

ore

imp

orta

nt th

an

con

ten

t or to

pic

spe

cific train

ing cla

sses –

mo

re a

nd

mo

re, p

eo

ple

ne

ed

to le

arn

to fish

ev

en

if the

y d

on

’t

wa

nt to

. An

aw

are

ne

ss an

d co

mfo

rt leve

l an

d u

nd

ersta

nd

ing. M

ost ga

ine

d via

info

rma

l

exp

erie

nce

.

Wh

at h

ave w

e o

bse

rved

?

-In

ho

use

com

pu

ter u

se h

as b

ee

n d

eclin

ing

: mo

re m

ob

ile ce

ntric w

orld

, or m

ore

pa

tron

s

with

the

ir ow

n co

mp

ute

rs? Still, pe

op

le’s h

om

e co

mp

ute

rs an

d p

rinte

rs bre

ak.

-M

ost w

eb

site a

nd

cata

log

use

no

w th

rou

gh

Ma

cs an

d iP

ad

s(p

er G

oo

gle

An

alytics)

-E

-ma

teria

ls no

w b

etw

ee

n 4

-6%

of o

ur circ.

-A

lwa

ys lo

ok

ing

for o

the

r wa

ys to

ma

kin

g o

nlin

e o

r do

wn

loa

da

ble

con

ten

t find

ab

le –

on

-

or o

ff-line

.

-O

NE

TH

ING

HA

S BE

CO

ME

CLE

AR

in re

cen

t mo

nth

s: the

re is little

me

an

ing

ful ch

an

ge in

mo

bile

de

vices o

r pla

tform

s in o

ver a

yea

r, thin

gs a

re sh

akin

g o

ut.

21

…a

bo

ut e

bo

ok

s, pa

tron

s an

d o

urse

lve

s.

-O

ur e

nd

ea

ring

, HU

MB

LING

CO

NFU

SION

in th

e fa

ce o

f the

on

slau

gh

t au

tom

atica

lly crea

ted

mo

re p

atro

n p

atie

nce

an

d e

mp

ath

y a

s we

lea

rne

d o

urs.

-N

oth

ing

con

cen

trate

s the

min

d like

a re

al p

rob

lem

to so

lve

righ

t no

w. Tra

inin

g o

r

“pro

ble

ms w

e m

ake

up

” ne

ver p

rep

are

s for a

n u

nkn

ow

n. T

his ch

an

ges w

he

n yo

u w

elco

me

you

r ow

n ga

dge

t into

you

r life.

-R

e: d

em

os, tra

inin

ga

nd

ed

uca

tion

? Still WA

NT

AN

SW

ER

(as w

ell a

s thin

g) N

OW

. If no

t

NO

W, d

o n

ot w

an

t.

-T

he

re a

re m

an

y ways to

get so

me

thin

g d

on

e (b

row

ser vs. a

pp

) an

d m

ore

are

alw

ays

com

ing

. Th

is do

esn

’t ma

ke

it ea

sier, w

e h

av

e to

un

lea

rn h

ab

its we

just le

arn

ed

.Ta

sk

switch

ing

bla

nk-o

ut is n

ow

me

asu

rea

ble

in se

con

ds.

-H

ab

it-chu

rnis o

ften

wh

y ea

rly ad

op

ters h

ave go

ne

ba

ck to p

ap

er a

nd

wh

y so m

an

y ap

ps

are

on

ly use

d o

nce

. We

lea

rne

d p

ap

er b

oo

k ha

bits a

s you

ng

child

ren

acro

ss seve

ral

gen

era

tion

s no

w, in

clud

ing

the

curre

nt o

ne

. I do

n’t th

ink a

nyo

ne

misse

s card

cata

log

s,

tho

ug

h –

the

OPA

CS w

e h

ave ca

n a

lways w

ork b

ette

r tha

n th

ey d

o a

nd

inte

gra

te e

-w

ith p

-.

-To

o m

uch

of a

goo

d th

ing

? Are

e-re

sou

rces u

nd

er-u

sed

be

cau

se o

f the

she

er a

bu

nd

an

ce

of th

em

? N

o p

hysica

lly he

ft, visible

on

a sh

elf?

-H

an

d-se

ll eve

ry po

ssible

dig

ital se

rvice, b

eca

use

no

t eve

ryon

e kn

ow

s (or ca

res)

-N

oth

ing

he

lps yo

u so

lve th

e p

rob

lem

like a

colle

ag

ue

, or a

t lea

st assu

re yo

u th

at it ca

n’t

be

solve

d.

-So

me

ven

do

r he

lp (like

Ove

rdrive

) is RE

ALLY

GO

OD

an

d co

vers e

very e

ven

tua

lity. Use

it!

Esp

ecia

lly if it com

es in

pe

rson

–R

eco

rde

d B

oo

ks rep

De

bb

y McD

on

ald

cam

e fo

r a d

ay of

train

ing fo

r staff a

nd

pu

blic a

like (w

e w

ill be

usin

g M

an

dy a

nd

he

r lab

Au

gu

st 15

th) .

22

23