[OPLINLIST] Fixed: A fix or a finish?

[SWON Info]

*Correction*: 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.

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. "Did you select the correct network? Did you 
accept the terms of use?" For the person with the problem, throwing 
these questions at them can easily sound like a dismissal. That’s not 
good customer service.

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. 
/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./

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.

Sometimes you can’t offer the fix they wanted, but you can still help 
them finish the task at hand. /This counts!/ But to help them complete 
the task, you have to listen well enough to understand what they want to do.

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.

------------------------------------------------------------------------
<http://oh.evanced.info/swon/lib/eventsignup.asp?ID=568>
------------------------------------------------------------------------
Connect to SWON online: Website <http://www.swonlibraries.org/> : 
Calendar <http://oh.evanced.info/swon/lib/eventcalendar.asp> : Facebook 
<https://www.facebook.com/SWONLibraries?sk=wall> : Twitter 
<http://twitter.com/swonlibraries>
------------------------------------------------------------------------
Calendar excerpts from the next two weeks. (Please register for online 
classes at least two days before they take place.)

  * *Mastering Tough Conversations, Part 1
    <http://oh.evanced.info/swon/lib/eventsignup.asp?ID=653>* -
    (10/24/2013) - Online
  * *2013 ALAO Annual Conference
    <http://www.alaoweb.org/events?eventId=687335&EventViewMode=EventDetails>*
    - (10/25/2013) - Kent State University
  * *Outreach (SIG) Meeting
    <http://oh.evanced.info/swon/lib/eventsignup.asp?ID=314>* -
    (10/25/2013) - SWON Conference Room
  * *Wrestling Your To-Do List to the Ground
    <http://oh.evanced.info/swon/lib/eventsignup.asp?ID=654>* -
    (10/29/2013) - Online
  * *Managing Your Priorities – The Key to Time Management, Part 1
    <http://oh.evanced.info/swon/lib/eventsignup.asp?ID=655>* -
    (10/31/2013) - Online
  * *OKI 2013 Children’s Literature Conference
    <http://oki.nku.edu/registration/>* - (11/2/2013) - Thomas More College
  * *“Taking Reasonable Risks,” Academic (SIG) Retention Series
    <http://oh.evanced.info/swon/lib/eventsignup.asp?ID=635>* -
    (11/4/2013) - University of Cincinnati
  * *E-Rate Workshop
    <http://oh.evanced.info/swon/lib/eventsignup.asp?ID=633>* -
    (11/5/2013) - Streaming to SWON’s Conference Room
  * *Sharpening Your Communication Skills
    <http://oh.evanced.info/swon/lib/eventsignup.asp?ID=659>* -
    (11/5/2013) - Online


SWON Libraries - http://www.swonlibraries.org
10250 Alliance Road, Suite 225
Blue Ash, OH 45242
phone (513) 751-4422 - fax (513) 751-0463
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.oplin.org/pipermail/oplinlist/attachments/20131024/3d17f11e/attachment-0001.html>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image.png
Type: image/png
Size: 7456 bytes
Desc: not available
URL: <http://lists.oplin.org/pipermail/oplinlist/attachments/20131024/3d17f11e/attachment-0005.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image.png
Type: image/png
Size: 392 bytes
Desc: not available
URL: <http://lists.oplin.org/pipermail/oplinlist/attachments/20131024/3d17f11e/attachment-0006.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image.png
Type: image/png
Size: 136 bytes
Desc: not available
URL: <http://lists.oplin.org/pipermail/oplinlist/attachments/20131024/3d17f11e/attachment-0007.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image.png
Type: image/png
Size: 153 bytes
Desc: not available
URL: <http://lists.oplin.org/pipermail/oplinlist/attachments/20131024/3d17f11e/attachment-0008.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image.png
Type: image/png
Size: 223 bytes
Desc: not available
URL: <http://lists.oplin.org/pipermail/oplinlist/attachments/20131024/3d17f11e/attachment-0009.png>