Seems like everyone we talk to has a story about communication between techies and staff. Here are a few of the latest...

Eric Brooks, from Placer County Library in Auburn, CA is the system-wide techie department of one:

"Some people think, ‘I don't know anything about computers,’ and they just kind of clam up when they want to talk about them. And you try to set them at ease."

Becky Heil, from Dubuque County Library in Farley, IA said:

"I think what it comes down to is being able to communicate when they don't really understand the issues--and I don't think they need to, necessarily. They don't have to understand all the different layers and levels and how these computers all talk to each other and why there are eight pieces of equipment between this one and that one. As long as they're able to understand that it's not always, ‘Well, at home, all I have to do is push the clear button and then it works again.'"

Tasneem Watts, from the Haskett Branch of the Anaheim Public Library in Anaheim, CA received an MLIS that included technical training--including building web sites using html--so she wears both the librarian and the techie hat. She shared:

"It’s as if, ‘you have the knowledge, and it used to be that we had the knowledge, so we’re jealous.’ But everybody can have the knowledge; it’s okay."

Alice P. Weiss, from St. John the Baptist Parish Library La Place, LA said:

"You have to train on both sides. You can train your staff on how best to communicate their needs to the I.T. person. And there’s a need there, too, because that is not done properly in many places. And you have to train your I.T. people on how to respond to these requests. A problem I have here is constant, absolutely constant, interruptions with minor computer questions that they won’t put in writing, they won’t send me an email. They just walk into my office and want to take up half an hour of my time. And I don’t have the time. So I developed a form, a very simple form. And that’s another thing, make the forms easy for people, make it simple to click, make it as automated as you can, and put it on their desktop. They just have to fill it in and click on “email” and it’s sent to me by email."

And then, quite possibly the most simple, humane thought of the day from Tasneem Watts:

"Those techies, they could be my kids, too, so why would I treat those people badly? I don’t get that. That’s my philosophy."

Well said, from everyone. Look for more stories and suggestions on improving communication between techies and staff in the third Cookbook, due out later this Spring. Until then, check out the FREE Cookbooks available now!

Technorati Tags: Anaheim Public Library communication Dubuque County Library Placer County Library St. John the Baptist Parish Library techsoup