How to discuss eBooks with patrons

Part OneImprove your technology skills and interview practice

Reality Check

Seriously?

Improve your Skills

Know who your library’s tech genius or point person is for eBooks.

Eavesdrop on your co-workers. It's a good thing!

Be patient!

With yourself and with your patrons

Fake it till you make it

Most patrons are happy to get the information that helps them get started but...

Instead of I don't know try Let's see if

we can figure this out together

No one expects you to be perfect or know everything.

Hopefully

Know your Library's Resources

Read an eBook you may actually like it!

12% of readers of e-books borrowed an e-book from the library in the past year but a majority of Americans do not know that this service is provided by their local library

58% of all library card holders say they do not know if their library provides e-book lending services

55% of all those who say the library is “very important” to them say they do not know if their library lends e-books.

53% of all tablet computer owners say they do not know if their library lends e-books.

48% of all owners of e-book reading devices such as original Kindles and NOOKs say they do not know if their library lends e-books.

47% of all those who read an e-book in the past year say they do not know if their library lends e-books.

Or... you may still

hate eBooksand think you'll never read one again! but you got the eBook and now you know how to use the

resource. You Rock!

One on one patron sessions are great practice and confidence building.

Volunteer for the next opportunity!

The interview, tutorial, assistance, coaching, instruction, help,tech support, guidance, training, encouragement etc.

Be Approachable

Types of eBook Reference questions

Directional - Where are your eBooks?

Ready-reference - Do you have eBooks?

Specific Search - Do you have The Infernoby Dave Brown

Seize the Teachable Moment

Look for clues about the patrons technical skills and knowledge

make a flowchart for all your resources and discuss them with your

coworkers

Create a road map in your mind

Always Show

Interest

Listen Listen and Listen some more

Be a sponge.Listen carefully to the patron's questions.

Interviewing is mostly listening

Note taking is important!

Talk your patron through every step in the processKeep them informed of the progress

Review the whole process and then let them drive