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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>My most (least?) favorite tech communications issue is that classic moment when I hear staff speak the phrase “The computers are down.” This single descriptor is used to alert me that 1.) the ILS software temporarily lost network connection, 2.) a workstation lost network connection, 3.) all workstations lost network connection, 4.) a workstation will not boot, 5.) an unexplained message appeared on a workstation, 6.) a given website will not load, 7.) someone has disconnected the display from the workstation, or almost any other possible occurrence. <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>My most favorite tech communications improvement came when I successfully (it took some time) encouraged staff to use the Windows 7 “snipping tool” to capture, save, and email me an image of what was on the screen that prompted their issue/question. When staff can save and show me a picture, I can skip the diagnostic question asking stage, and go straight to fixing or explaining! Hooray! <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Jessica D. Dooley<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>IT Specialist<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Adams County Public Library<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><a href="mailto:dooleyje@oplin.org">dooleyje@oplin.org</a> <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> oplintech-bounces@lists.oplin.org [mailto:oplintech-bounces@lists.oplin.org] <b>On Behalf Of </b>Chad Neeper<br><b>Sent:</b> Wednesday, January 16, 2013 3:51 PM<br><b>To:</b> OPLINTECH<br><b>Subject:</b> Re: [OPLINTECH] What's your worst "head meets desk" moment?<o:p></o:p></span></p></div><p class=MsoNormal><o:p> </o:p></p><div><p class=MsoNormal>My own "favorite" head-meets-desk moment was a complete Fail on my part many years ago to diagnose an audio problem on my own laptop. Sound had suddenly stopped working, but I didn't have a strong need to use it and so wasn't in a hurry to get it fixed. Some few weeks passed and the one-year warranty expiration was approaching, Because I used the laptop as my primary work computer, it was an extreme inconvenience to be without it for the one-to-two weeks round-trip it would take to/from the manufacturer. Even so, I figured I probably ought to go ahead and send the laptop back to have it fixed under warranty.<o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>Fortunately, it arrived after only about one week. A standard repair slip was included with the laptop to inform the end user (me) what repairs had been made. Hand-written on the slip was simply, "Turned up volume control." Not using audio all that much on the laptop, I had forgotten that there was a small volume control on the side of the laptop. I'm sure the manufacturer's service tech had a good laugh at my expense. My boss at the time certainly did.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>There's probably a lesson in there somewhere.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>Chad<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div></div><div><p class=MsoNormal><br clear=all><o:p></o:p></p><div><p class=MsoNormal>______________________________<br><b>Chad Neeper</b><br><span style='font-size:7.5pt'>Senior Systems Engineer</span><br><br><b>Level 9 Networks</b><br><span style='font-size:7.5pt'>740-548-8070 (voice)<br>866-214-6607 (fax)</span><br><br><i><span style='font-size:7.5pt'>Full LAN/WAN consulting services -- Specialized in libraries and schools</span></i><o:p></o:p></p></div><p class=MsoNormal style='margin-bottom:12.0pt'><o:p> </o:p></p><div><p class=MsoNormal>On Thu, Jan 10, 2013 at 10:07 AM, Laura Solomon <<a href="mailto:laura@oplin.org" target="_blank">laura@oplin.org</a>> wrote:<o:p></o:p></p><div><div><p class=MsoNormal><span style='font-family:"Arial","sans-serif"'>Hello,<o:p></o:p></span></p><div><p class=MsoNormal><span style='font-family:"Arial","sans-serif"'><o:p> </o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Arial","sans-serif"'>I'm putting together an updated version of a presentation I did several years ago, called "What Your Tech Wants You to Know." It includes how to communicate technology problems to library techs and how to approach problems so that staff can do some basic troubleshooting of their own.<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Arial","sans-serif"'><o:p> </o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Arial","sans-serif"'>I'd love to be able to share some real-life stories from you all (no identifying details, please) about things you've had to deal with: you know, those moments when you drove out to a branch, only discover that the thing wasn't plugged in, or when someone called you about a broken "cupholder." :) (Is that last one an urban myth, or has that ever really happened, I wonder?) Things that were especially frustrating, and especially those that could have been avoided or solved easily by some action (or knowledge) on the part of the library staff.<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Arial","sans-serif"'><o:p> </o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Arial","sans-serif"'>I won't share your name or your library with the attendees--just the story. Feel free to share here on the list, or to email me directly at <a href="mailto:laura@oplin.org" target="_blank">laura@oplin.org</a>. Thanks in advance for your help!<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Arial","sans-serif"'><o:p> </o:p></span></p></div><div><p class=MsoNormal style='margin-bottom:12.0pt'><span style='font-family:"Arial","sans-serif"'>Laura<br><br>--<br><br><strong><span style='font-family:"Arial","sans-serif"'>Laura Solomon, </span></strong></span><b><span style='font-size:7.5pt;font-family:"Arial","sans-serif"'>MCIW, MLS</span></b><span style='font-family:"Arial","sans-serif"'><br><em><span style='font-family:"Arial","sans-serif"'>Library Services Manager</span></em>, Ohio Public Library Information Network (OPLIN)<br><a href="tel:%28614%29%20728-5252" target="_blank">(614) 728-5252</a> (voice) | <a href="tel:%28614%29%20728-5256" target="_blank">(614) 728-5256</a> (fax)<br><a href="mailto:laura@oplin.org" target="_blank">laura@oplin.org</a> |<a href="http://www.oplin.org/" target="_blank">http://www.oplin.org/</a><o:p></o:p></span></p></div></div></div><p class=MsoNormal style='margin-bottom:12.0pt'><br>_______________________________________________<br>OPLINTECH mailing list<br><a href="mailto:OPLINTECH@lists.oplin.org">OPLINTECH@lists.oplin.org</a><br><a href="http://lists.oplin.org/mailman/listinfo/oplintech" target="_blank">http://lists.oplin.org/mailman/listinfo/oplintech</a><br>Search: <a href="http://oplin.org/techsearch" target="_blank">http://oplin.org/techsearch</a><o:p></o:p></p></div><p class=MsoNormal><o:p> </o:p></p></div></div></body></html>