Dealing with computer queries in public libraries
A CILIP Training Session for Staff Working in Public Libraries
Online 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.
Learning Objectives:
- Understand the context of computer queries in public libraries
- Learn how best to approach and consider queries taking into account local circumstances
- Gain confidence in dealing with standard queries
- Gain confidence by working in small groups on real examples
- Be able to support customers with typical tasks
- Be able to signpost customers to local support and/or useful websites
Trainer: Deepak Rana
Development Librarian [Digital] & Library Manager (Coseley)
Dudley - Central region, GLL
Deepak Rana started out as a Library Assistant at Birmingham Libraries. He has had other roles within libraries both in Birmingham and Walsall Libraries and has been working for Dudley Libraries since 2009.
Over the years he has supported staff and the public on all things computers, and understands the challenges and the opportunities.
Professional Knowledge and Skills Base (PKSB)
This course supports the following area of the
PKSB:
7.1 Information literacy
7.2 Digital literacy
7.7 Educational skills
7.10 Supporting information discovery
13.7 Presentation skills
Venue: Online using Zoom
The course is hosted through our online video conference system. This software is optimal for audience participation and provides free, accessible and remote access. Delegates will be sent details of the Zoom link as part of their joining instructions.
There are lots of other sessions in 2022 suitable for those working in public libraries, find out more
A CILIP Training event, provided for library staff working for GLL
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