[OPLINLIST] A fix or a finish?

Wed Oct 23 16:09:39 EDT 2013

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color: #000000"><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;">"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 to your staff. 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><p><a href="http://oh.evanced.info/swon/lib/eventsignup.asp?ID=568" target="_blank"><img src="cid:part1.04020909.01080107 at swonlibraries.org" alt=""></a></p><div style="font-family: arial,helvetica,sans-serif; font-size: 12pt; 
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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);"><hr><span style="font-family: arial,helvetica,sans-serif;">Connect to 
SWON online: <img src="cid:part2.09020105.04050807 at swonlibraries.org">
 <a href="http://www.swonlibraries.org/" title="Website" target="_blank">Website</a> : <img src="cid:part3.04050008.03010403 at swonlibraries.org">
 <a href="http://oh.evanced.info/swon/lib/eventcalendar.asp" title="Calendar" target="_blank">Calendar</a>
 : <img src="cid:part4.01030305.07070500 at swonlibraries.org">
 <a href="https://www.facebook.com/SWONLibraries?sk=wall" title="Facebook" target="_blank">Facebook</a>
 : <img src="cid:part5.06010709.04050404 at swonlibraries.org">
 <a href="http://twitter.com/swonlibraries" title="Twitter" target="_blank">Twitter</a></span><span style="font-family: 
arial,helvetica,sans-serif;"></span><span style="font-family: 
arial,helvetica,sans-serif;"></span><hr><span 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" target="_blank">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" target="_blank">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" target="_blank">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" target="_blank">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" target="_blank">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/" target="_blank">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" target="_blank">“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" target="_blank">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" target="_blank">Sharpening
 Your Communication Skills</a></strong> - (11/5/2013) - Online</li>
 </ul>
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 <span>SWON Libraries - <a href="http://www.swonlibraries.org" target="_blank">http://www.swonlibraries.org</a></span>
 <div><div><span style="font-size: small;">10250 
Alliance Road, Suite 225<br> </span></div></div>
 <div><div><span style="font-size: small;">Blue Ash, 
OH 45242</span></div><div><span style="font-size: small;">phone (513) 751-4422 - fax (513) 
751-0463</span></div></div>
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