<html><head>
<meta http-equiv="content-type" content="text/html; charset=UTF-8"></head><body
bgcolor="#FFFFFF" text="#000000">
<div style="font-family: arial,helvetica,sans-serif; font-size: 12pt;
color: #000000" data-mce-style="font-family: arial,helvetica,sans-serif;
font-size: 12pt; color: #000000;"><div style="font-family:
arial,helvetica,sans-serif;
font-size: 12pt;
color: #000000" data-mce-style="font-family: arial,helvetica,sans-serif;
font-size: 12pt; color: #000000;"><p><strong>Correction</strong>:
Yesterday's email delivered with its HTML tags showing instead of
appearing as properly formatted HTML. I'm sorry for the error. I'm not
sure how it happened, and it wasn't done to illustrate the challenges of
technology. Here's yesterday's email as it should have appeared.<br>
<br>
</p><p>When someone has a tech support question about connecting to the
library’s WiFi with their laptop, for example, it’s tempting to start
diagnosing right away. <span style="font-style: italic;"
data-mce-style="font-style: italic;">"Did you select the correct
network? Did you accept the terms of use?"</span> For the person with
the problem, throwing these questions at them can easily sound like a
dismissal. That’s not good customer service.</p><p>Go with the person to
their computer. Watch them try to connect. They may be following all
the right steps and still not be able to connect. <em>Do your best to
begin your conversation with the belief that they’ve been on the right
track, and treat them like you’d want to be treated when you have to ask
for help.</em></p><p>If you really get stuck, take a step back from the
problem and ask the person what they want to do. If they’re trying to
get online, they have other tasks in mind beyond connecting to the
network. Offer them a different computer they could use, or physically
connect their laptop with a network cable, if you can.</p><p>Sometimes
you can’t offer the fix they wanted, but you can still help them finish
the task at hand. <em>This counts!</em> But to help them complete the
task, you have to listen well enough to understand what they want to do.</p><p>Want
to learn more about basic tech support, but you couldn’t make it to
today’s Staff Training Symposium? Ask Nathan to come speak. For SWON’s
Supporting Members, he can give a one-hour talk or Level-Up Lab for
free. For more information, call SWON at (513) 751-4422.</p><hr><a
data-mce-href="http://oh.evanced.info/swon/lib/eventsignup.asp?ID=568"
href="http://oh.evanced.info/swon/lib/eventsignup.asp?ID=568"><img
name="image.png" src="cid:part1.03050204.08070602@swonlibraries.org"
alt=""
data-mce-src="imap://info%40swonlibraries%2Eorg@mail.oplin.org:143/fetch%3EUID%3E/Drafts%3E31817?part=1.1.2&filename=image.gif"></a><hr><span
style="font-family: arial,helvetica,sans-serif;"
data-mce-style="font-family: arial,helvetica,sans-serif;">Connect to
SWON online: <img name="image.png"
src="cid:part2.04040406.03030500@swonlibraries.org"
data-mce-src="imap://info%40swonlibraries%2Eorg@mail.oplin.org:143/fetch%3EUID%3E/Drafts%3E31817?part=1.1.3&filename=image.png">
<a href="http://www.swonlibraries.org/" title="Website" target="_blank"
data-mce-href="http://www.swonlibraries.org/">Website</a> : <img
name="image.png" src="cid:part3.02060708.06090001@swonlibraries.org"
data-mce-src="imap://info%40swonlibraries%2Eorg@mail.oplin.org:143/fetch%3EUID%3E/Drafts%3E31817?part=1.1.4&filename=image.png">
<a href="http://oh.evanced.info/swon/lib/eventcalendar.asp"
title="Calendar" target="_blank"
data-mce-href="http://oh.evanced.info/swon/lib/eventcalendar.asp">Calendar</a>
: <img name="image.png"
src="cid:part4.00090408.04030705@swonlibraries.org"
data-mce-src="imap://info%40swonlibraries%2Eorg@mail.oplin.org:143/fetch%3EUID%3E/Drafts%3E31817?part=1.1.5&filename=image.png">
<a href="https://www.facebook.com/SWONLibraries?sk=wall"
title="Facebook" target="_blank"
data-mce-href="https://www.facebook.com/SWONLibraries?sk=wall">Facebook</a>
: <img name="image.png"
src="cid:part5.09050105.01020302@swonlibraries.org"
data-mce-src="imap://info%40swonlibraries%2Eorg@mail.oplin.org:143/fetch%3EUID%3E/Drafts%3E31817?part=1.1.6&filename=image.png">
<a href="http://twitter.com/swonlibraries" title="Twitter"
target="_blank" data-mce-href="http://twitter.com/swonlibraries">Twitter</a></span><span
style="font-family: arial,helvetica,sans-serif;"
data-mce-style="font-family: arial,helvetica,sans-serif;"></span><span
style="font-family:
arial,helvetica,sans-serif;" data-mce-style="font-family:
arial,helvetica,sans-serif;"></span><span style="font-family:
arial,helvetica,sans-serif;" data-mce-style="font-family:
arial,helvetica,sans-serif;"></span><div style="font-family:
arial,helvetica,sans-serif; font-size: 12pt;
color: #000000" data-mce-style="font-family: arial,helvetica,sans-serif;
font-size: 12pt; color: #000000;"><div style="font-family:
arial,helvetica,sans-serif; font-size: 12pt; color: rgb(0, 0, 0);"
data-mce-style="font-family: arial,helvetica,sans-serif; font-size:
12pt; color: #000000;"><div style="font-family:
arial,helvetica,sans-serif; font-size: 12pt; color: rgb(0, 0, 0);"
data-mce-style="font-family: arial,helvetica,sans-serif; font-size:
12pt; color: #000000;"><div style="color: rgb(0, 0, 0); font-weight:
normal; font-style: normal; text-decoration: none; font-family:
Helvetica,Arial,sans-serif; font-size: 12pt;" data-mce-style="color:
#000000; font-weight: normal; font-style: normal; text-decoration: none;
font-family: Helvetica,Arial,sans-serif; font-size: 12pt;"><div
style="font-family:
arial,helvetica,sans-serif; font-size: 10pt; color:
rgb(0, 0, 0);" data-mce-style="font-family: arial,helvetica,sans-serif;
font-size: 10pt; color: #000000;"><div style="color: rgb(0, 0, 0);
font-weight: normal; font-style: normal; text-decoration: none;
font-family: Helvetica,Arial,sans-serif; font-size: 12pt;"
data-mce-style="color: #000000; font-weight: normal; font-style: normal;
text-decoration: none; font-family: Helvetica,Arial,sans-serif;
font-size: 12pt;"><div style="font-family: arial,helvetica,sans-serif;
font-size: 12pt; color: rgb(0, 0, 0);" data-mce-style="font-family:
arial,helvetica,sans-serif; font-size: 12pt; color: #000000;"><hr><span
style="font-weight: bold;" data-mce-style="font-weight: bold;">Calendar
excerpts from the next two weeks. (</span>Please register for online
classes at least two days before they take place.)
<ul>
<li><strong><a
href="http://oh.evanced.info/swon/lib/eventsignup.asp?ID=653">Mastering
Tough Conversations, Part 1</a></strong> - (10/24/2013) - Online</li><li><strong><a
href="http://www.alaoweb.org/events?eventId=687335&EventViewMode=EventDetails">2013
ALAO Annual Conference</a></strong> - (10/25/2013) - Kent State
University</li><li><strong><a
href="http://oh.evanced.info/swon/lib/eventsignup.asp?ID=314">Outreach
(SIG) Meeting</a></strong> - (10/25/2013) - SWON Conference Room</li><li><strong><a
href="http://oh.evanced.info/swon/lib/eventsignup.asp?ID=654">Wrestling
Your To-Do List to the Ground</a></strong> - (10/29/2013) - Online</li><li><strong><a
href="http://oh.evanced.info/swon/lib/eventsignup.asp?ID=655">Managing
Your Priorities – The Key to Time Management, Part 1</a></strong> -
(10/31/2013) - Online</li><li><strong><a
href="http://oki.nku.edu/registration/">OKI 2013 Children’s Literature
Conference</a></strong> - (11/2/2013) - Thomas More College</li><li><strong><a
href="http://oh.evanced.info/swon/lib/eventsignup.asp?ID=635">“Taking
Reasonable Risks,” Academic (SIG) Retention Series</a></strong> -
(11/4/2013) - University of Cincinnati</li><li><strong><a
href="http://oh.evanced.info/swon/lib/eventsignup.asp?ID=633">E-Rate
Workshop</a></strong> - (11/5/2013) - Streaming to SWON’s Conference
Room</li><li><strong><a
href="http://oh.evanced.info/swon/lib/eventsignup.asp?ID=659">Sharpening
Your Communication Skills</a></strong> - (11/5/2013) - Online</li>
</ul>
<div><div><span><br>
</span></div></div>
<span>SWON Libraries - <a href="http://www.swonlibraries.org"
target="_blank" data-mce-href="http://www.swonlibraries.org">http://www.swonlibraries.org</a></span>
<div><div><span style="font-size: small;" data-mce-style="font-size:
small;">10250
Alliance Road, Suite 225<br> </span></div></div>
<div><div><span style="font-size: small;" data-mce-style="font-size:
small;">Blue Ash,
OH 45242</span></div><div><span style="font-size: small;"
data-mce-style="font-size: small;">phone (513) 751-4422 - fax (513)
751-0463</span></div></div>
<span></span></div></div></div></div></div></div></div></div></div>
</body></html>