SECTION ONE: TROUBLESHOOTING
Lots of practice troubleshooting today! It was my first day as visiting librarian at Mountlake Terrace, and so many questions came up that I didn't know - from replacing printer paper, finding keys to the meeting room, and so much circulation! Even though I wasn't troubleshooting advanced technology I used many of the same techniques described in our modules. Smile, have a positive attitude, thank the person for their patience. And when I don't know the answer, find out where the answer is --- and in this case, it was frequently my co-workers. Hooray for teamwork!
1. Using a technology reference interview: Great reminder to treat tech questions just like any other questions. I am not expected to know the answers to everything, but how to FIND the answers.
ReplyDelete2. Tech training tips: Very helpful reminder about adjusting our training (whether in large groups or one-on-one) to the adult learner. This means being very flexible since our customers arrive with such varying levels of computer literacy. Ultimately we need to be able to adapt on the fly - quickly guaging customers' learning styles, noticing their body language, and through it all maintaining patience and a positive attitude. This is sometimes extraordinarily difficult if the customer wants to quickly accomplish something that is beyond their means (or our time availability).
ReplyDelete3. Learning Express's "Personal Computer Fundamentals": This module had some very basic information. While it was review for me, it was helpful to hear how an educator might talk to an adult learner about the parts of a computer. I will remember to use accurate terms for hardware, software, and storage devices. While I understand the importance of accurate terminology, I don't think the majority of our basic computer literacy customers really want to know the inner workings. In fact they might get frustrated by a barage of jargon they don't understand. They just want to know how to flip the switch so the lightbulb works.
ReplyDelete4. Tech Soup's Basic PC Troubleshooting: I learned several handy tricks, including unplugging and plugging back in the mouse, keyboard, or usb drives if they are unresponsive. I also learned about the "connect" button found underneath the keyboard and mouse. If the mouse and keyboard are not functioning, one can hit Alt = F4 in order to force a shut down that will first prompt a "save?" screen. I also learned that the task manager can be accessed by right-clicking anywhere on the lower task bar. The most useful reminder, was to be methodical about checking basic issues such as power cords before just throwing out the "out of order" sign and calling IT. This was an empowering webinar for handling those issues that come up. I feel more ready to troubleshoot customer issues before immediately calling for tech help.
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