Dealing with computer queries in public libraries A CILIP Training Session for Staff Working in Public LibrariesOnline, Half-Day Course
13 September 2022 10am-1pm
Having good digital skills can helps library users get the best from library and other online services they use. Whether on their own device (laptop or mobile phone) or using a computer in the library, customers often ask public library staff for help with key computer tasks. This session will help staff gain confidence when dealing with computer queries. The emphasis will be on understanding the customer query and taking the most appropriate action. This session is aimed at staff who have some basic computer skills and will equip them with some useful approaches to take when faced with computer queries. This is not an in-depth software/devices training session, but will cover some of the software used to deal with common tasks.
There will be an opportunity for group work on real scenarios in small groups and to share experiences, tips and tricks. Programme details below, timings are approximate.
| 10.00 | Welcome and introductions(5 min) | | 10.05 | The importance of improving/enabling users with computer queries (10 min)
| | 10.15 | What are the common types of computer queries? (20 min) | | 10.35 | Engage with the customer – what do they want? Asking the right questions (10 min) | | 10.45 | Levels of enquiry(15 min) | | 11.00 | Group work on real examples
- Activity: Group work in breakout rooms
(20 min) | | 11.20 | Feedback from breakout room work(10 min)
| | 11.30-11.40 | Refreshment Break(10 min) | | 11.40 | Helping users with common tasks (10 min) | | 11.50 | Email: setup, download/sending attachments,(20 min) | | 12.10 | Working with images(15 min) | | 12.25 | Working with text, typing a document(15 min) | | 12.40 | Printing using Papercut(5 min) | | 12.45 | Signposting: useful websites and other local support(10 min) | | 12.55 | Summary/Final Q&A | | 13.00 | Close |
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