Tech Training for Tech Training for Staff:Staff:

California Tech Core California Tech Core CompetenciesCompetencies

Sarah Houghton-JanSarah Houghton-JanInformation & Web Services Information & Web Services

Manager, Manager, San Mateo County LibrarySan Mateo County Library

LibrarianInBlack.netLibrarianInBlack.net

Technology competencies are a Technology competencies are a list of things staff should know list of things staff should know how to do with technology in how to do with technology in

order to do their jobs.order to do their jobs.

You don’t need competencies ifYou don’t need competencies if

……every staff member is an expert in every every staff member is an expert in every technology you are currently using.technology you are currently using.

……every staff member is self-motivated to every staff member is self-motivated to keep up with new technologies and self-keep up with new technologies and self-train on everything.train on everything.

You do need competencies ifYou do need competencies if

Some staff know more than othersSome staff know more than others

You want everyone to be able to help your You want everyone to be able to help your users equallyusers equally

You do need competencies ifYou do need competencies if

Your library is adding new technologies to the Your library is adding new technologies to the workplaceworkplace

The library lacks a coordinated technology The library lacks a coordinated technology training programtraining program

How many of us might need competencies?

CLA’s CompetenciesCLA’s Competencies

Competencies for California Librarians in Competencies for California Librarians in the 21st Century (1998): the 21st Century (1998):

http://www.cla-net.org/resources/articleshttp://www.cla-net.org/resources/articles//

r_competencies.phpr_competencies.php

Technology Core Competencies for Technology Core Competencies for California Library Workers (2005): California Library Workers (2005): http://www.cla-net.org/included/docshttp://www.cla-net.org/included/docs/ / tech_core_competencies.pdftech_core_competencies.pdf

CLA Tech CompetenciesCLA Tech Competencies

Developed by a taskforce of CLA Developed by a taskforce of CLA members from the Information Technology members from the Information Technology Section and the Continuing Education Section and the Continuing Education Committee.Committee.

Two sections: All Staff & Additional Two sections: All Staff & Additional Targeted Competencies for Reference, Targeted Competencies for Reference, Instructional, and Management StaffInstructional, and Management Staff

The Assembly and Executive Board The Assembly and Executive Board approved the competencies.approved the competencies.

Purpose of CLA Tech CompsPurpose of CLA Tech CompsThis set of competencies is intended to serve as This set of competencies is intended to serve as

a base model for technology competencies a base model for technology competencies among California Library Workers. California's among California Library Workers. California's libraries are incredibly diverse; there are many libraries are incredibly diverse; there are many different types and sizes of libraries, different different types and sizes of libraries, different staffing, and different technology. The purpose staffing, and different technology. The purpose of these competencies is not to be the of these competencies is not to be the guidepost by which all libraries measure guidepost by which all libraries measure technology skills, but rather to serve as a technology skills, but rather to serve as a starting point for libraries to use in assessing starting point for libraries to use in assessing their staff's technology proficiencies, and to their staff's technology proficiencies, and to assist libraries in building their own sets of assist libraries in building their own sets of tailored competencies to fit with their unique tailored competencies to fit with their unique staff and library. staff and library.

From Competencies Introduction

CLA Competencies SampleCLA Competencies Sample

SecurityKnow what security software is used on staff and public computers and how it protects the computersIdentify spamBe aware of the potential security and privacy threats while using email and the Internet (including cookies, downloading malicious files, unsecured communications, viruses, e-mail hoaxes, spyware, adware, and phishing)

How will competencies help?How will competencies help?

Job descriptionsJob descriptions

EvaluationsEvaluations

Reveals training needsReveals training needs

Addresses feelings of inequityAddresses feelings of inequity

Help staff adjust and handle changeHelp staff adjust and handle change

Ten Questions Before StartingTen Questions Before Starting

1.1. What is your purpose? Write it out!What is your purpose? Write it out!

2.2. Who does the lead work?Who does the lead work?– project manager and/or teamproject manager and/or team

3.3. Who identifies the competencies?Who identifies the competencies?– Position reps, management, how many people?Position reps, management, how many people?

4.4. Tech competencies or all competencies?Tech competencies or all competencies?

5.5. Core or extensive list?Core or extensive list?

Ten Questions Before StartingTen Questions Before Starting

6.6. What constitutes technology?What constitutes technology?

7.7. Specific to the hardware and software Specific to the hardware and software you have now, or more general?you have now, or more general?

8.8. Do you have a timeline in mind?Do you have a timeline in mind?9.9. Base on classification, position, location, Base on classification, position, location,

or pay step?or pay step?

10.10. Base on full-time/part-time/substitute, or Base on full-time/part-time/substitute, or desire for promotion/bonus?desire for promotion/bonus?

The Competency CycleThe Competency Cycle

Getting Staff Buy InGetting Staff Buy In

Have a purpose statement. Have a purpose statement.

Ask staff for their input andAsk staff for their input and use use it. it.

Keep Keep everyone everyone informed at all steps.informed at all steps.

Reassure staff that they don’t have to Reassure staff that they don’t have to have all competencies now.have all competencies now.

Train managers first (if possible).Train managers first (if possible).

Managers must allow staff to attend Managers must allow staff to attend training.training.

Brainstorming for the leadersBrainstorming for the leaders

Literature search (find articles & Literature search (find articles & competencies)competencies)

Existing position descs. or requirementsExisting position descs. or requirements

Professional associations’ requirementsProfessional associations’ requirements

Library’s strategic goalsLibrary’s strategic goals

What do your customers need to know?What do your customers need to know?

Brainstorming for everyone elseBrainstorming for everyone else

Elicit input from staff through:Elicit input from staff through:– brainstorming sessionbrainstorming session– e-mail discussion groupe-mail discussion group– Blog or wikiBlog or wiki– committeescommittees

Elicit input from outside experts and Elicit input from outside experts and stakeholders (consultants, governing stakeholders (consultants, governing bodies, public, students)bodies, public, students)

Competency TypesCompetency Types

DescriptiveDescriptive– ““Understand how e-mail folders work to Understand how e-mail folders work to

create an organized file-keeping create an organized file-keeping system.”system.”

Task-basedTask-based– ““Delete e-mails, move e-mails between Delete e-mails, move e-mails between

folders, and archive old e-mails.”folders, and archive old e-mails.”

Maybe some of each…Maybe some of each…

Structure OptionsStructure Options

Organize by staff position or areaOrganize by staff position or area– Reference, Circulation, Tech Services, Reference, Circulation, Tech Services,

Management, Library Assistant 1, Reference Management, Library Assistant 1, Reference Librarian (Adult), Reference Librarian (Kids)Librarian (Adult), Reference Librarian (Kids)

Organize by competencyOrganize by competency– Allow local managers to determine if the Allow local managers to determine if the

competency applies to their staffcompetency applies to their staff

Organizational OptionsOrganizational Options

Split into personal Split into personal vs. professional vs. professional competenciescompetencies

Basic competencies Basic competencies and accelerated / and accelerated / advanced advanced competenciescompetencies

Categories: BroadCategories: Broad

HardwareHardware

SoftwareSoftware

SkillsSkills

Source prefers to remain anonymous

Gratuitous cat photo, since the slide was kind of

empty

Categories: ModerateCategories: Moderate

TerminologyTerminologyHardwareHardwareSoftwareSoftwareSecuritySecurityTroubleshootingTroubleshootingLibrary ResourcesLibrary ResourcesSearch SkillsSearch SkillsPublic ComputersPublic Computers

California Library Association

Categories: SpecificCategories: Specific

Computer Operation/Setup/MaintenanceComputer Operation/Setup/MaintenanceWord Processing/Introducory Desktop PublishingWord Processing/Introducory Desktop PublishingSpreadsheet/GraphicsSpreadsheet/GraphicsDatabasesDatabasesNetworkingNetworkingKnowledge AreasKnowledge AreasTelecommunicationsTelecommunicationsMedia Communications and IntegrationMedia Communications and IntegrationDesign and Management of Learning Environment and Design and Management of Learning Environment and ResourcesResourcesLearning DiversityLearning DiversitySocial/Legal/Ethical IssuesSocial/Legal/Ethical IssuesBuilding Level Technical SupportBuilding Level Technical SupportEtc.Etc.

Colorado Dept. of Education

Format OptionsFormat OptionsFormat can include one or both Format can include one or both elements: the competency and the elements: the competency and the assessment toolassessment tool

Formatting could be…Formatting could be…– GridGrid

– Short OutlineShort Outline

– Narrative paragraphsNarrative paragraphs

SkillSkill Applies Applies to Jobto Job

MeetsMeets CommentsComments

Open browserOpen browser xx xx

Show/hide Show/hide toolbarstoolbars

Know library Know library URLURL

xx xx

Create Create bookmarksbookmarks

xx Can’t find Can’t find on toolbaron toolbar

Grid 1Grid 1

SkillSkill BasicBasic AdvancedAdvanced

Internet BrowserInternet Browser xx xx

Printer Printer TroubleshootingTroubleshooting

xx xx

Catalog SearchingCatalog Searching xx

File OrganizationFile Organization xx

Grid 2Grid 2

OutlineOutline

Library ResourcesBe familiar with and able to locate the library’s technology-related policies & proceduresBe familiar with the library’s intranet, if applicableBe familiar with the library’s e-resources– Know the webpage address for your library– Know what resources can be found on your library

homepage– Know the webpage address for the library’s catalog– Know how to search by author, title, keyword, and

subject in the catalog

California Library Association

ParagraphParagraph

The operating system is the software foundation that enables computers to process information, manipulate data, and provide output to users. It stands to reason that a rudimentary knowledge of how it functions is critical if staff are to be successful in manipulating the information resources. Staff must have a working knowledge of the platform on which their computers sit, an understanding of the interface and desktop environment, the ability to format floppy disks, the ability to create and manage files, and a thorough understanding of how to gain access to the various networks available from a given platform.

Upper Hudson Library System

Text or web?Text or web?

Use a text or web optionUse a text or web option– Word documentWord document– Blog with entries for each competency Blog with entries for each competency

(tagged)(tagged)– WikiWiki– Simple HTML pageSimple HTML page

Web options would allow hyperlinks from Web options would allow hyperlinks from each competency to a brief “how-to”.each competency to a brief “how-to”.

Include Inspiring CompetenciesInclude Inspiring CompetenciesInclude ongoing learning: Include ongoing learning: ““Continually develops skills in using Continually develops skills in using

technological tools” technological tools” (King County Library)(King County Library)

Include critical thinking:Include critical thinking:““Demonstrating an understanding of the Demonstrating an understanding of the

library’s role and responsibility for introducing library’s role and responsibility for introducing applications of technology to the public.” andapplications of technology to the public.” and

““Demonstrating willingness to step outside of Demonstrating willingness to step outside of the box to achieve and maintain smooth the box to achieve and maintain smooth library operations.” library operations.” (U Alabama U Libraries)(U Alabama U Libraries)

Competency TipsCompetency Tips

Beware subjective adjectivesBeware subjective adjectives

If using self-assessments, have three If using self-assessments, have three choices: yes, no, or maybechoices: yes, no, or maybe

Provide a technology terms glossaryProvide a technology terms glossary

All new-hires should complete the All new-hires should complete the assessmentassessment

AssessmentAssessment

Objective assessment (test or quiz)Objective assessment (test or quiz)– Automated by computerAutomated by computer– Manually by supervisorManually by supervisor

Subjective assessmentSubjective assessment– Self assessing from a Self assessing from a

checklistchecklist

Who reviews the results Who reviews the results of the assessments?of the assessments?

Authority Important

Assessment ToolsAssessment Tools

Online (on the cheap)Online (on the cheap)– User SurveyMonkey etc.User SurveyMonkey etc.– Create simple webform Create simple webform

PaperPaper– Multiple choice quizMultiple choice quiz– Essay questionsEssay questions– True/false questionsTrue/false questions– Simple Checklist of skillsSimple Checklist of skills

No Training = No PointNo Training = No Point

Training should be viewed as a necessity, Training should be viewed as a necessity, not a luxury; as mandatory, not voluntary; not a luxury; as mandatory, not voluntary; and as comprehensive, not superficial…. and as comprehensive, not superficial…. The consequence of poor training will be The consequence of poor training will be that our users will lose confidence in that our users will lose confidence in librarians…librarians…

-- A. Krissoff and L. Konrad. “Computer -- A. Krissoff and L. Konrad. “Computer Training for Staff and Patrons.” Training for Staff and Patrons.” Computers in Computers in Libraries, Janusary 1998, Vol. 18 Issue 1.Libraries, Janusary 1998, Vol. 18 Issue 1.

Scheduled LearningScheduled Learning

One-on-one buddy system trainingOne-on-one buddy system training

Location-by-location training for common Location-by-location training for common and important topicsand important topics

Large centralized group trainingLarge centralized group training– Consultants, in-house trainers?Consultants, in-house trainers?

Hold each session at least twice!!!Hold each session at least twice!!!

Unscheduled LearningUnscheduled Learning

Give staff 15 minutes a day to study/learn.Give staff 15 minutes a day to study/learn.

Schedule 1 off-desk hour specifically for self-Schedule 1 off-desk hour specifically for self-study.study.

Encourage conference attendance.Encourage conference attendance.

Online tutorials, printed materials, demos.Online tutorials, printed materials, demos.

Public Library of Charlotte and Public Library of Charlotte and Mecklenberg CountyMecklenberg County

Learning 2.0 InitiativeLearning 2.0 Initiative

Blog: Blog: http://plcmcl2-about.blogspot.com/http://plcmcl2-about.blogspot.com/

““23 Things”23 Things”

Finishing staff received MP3 players Finishing staff received MP3 players

Preparing a Training SessionPreparing a Training Session

Chunk out the various topicsChunk out the various topics

Clarify the purpose of the trainingClarify the purpose of the training

Decide the session formatDecide the session format

Prepare a lesson planPrepare a lesson plan

Have take-away handoutsHave take-away handouts

Advertise the class to all staff in multiple Advertise the class to all staff in multiple mediamedia

During the Training SessionDuring the Training Session

Teach new procedures sequentiallyTeach new procedures sequentially

Stop for questions (count to ten)Stop for questions (count to ten)

Periodically ask for group comprehensionPeriodically ask for group comprehension

Interactive and collaborativeInteractive and collaborative

Follow-up sessions, especially when Follow-up sessions, especially when teaching a new procedureteaching a new procedure

© Kevin Eikenberry Group

Training TipsTraining Tips

Increase training budgetIncrease training budget

Keep trainings under 2 hours.Keep trainings under 2 hours.

Open trainings to all staff…period.Open trainings to all staff…period.

If using buddy system, match skill levels.If using buddy system, match skill levels.

Set goals and rewardsSet goals and rewards

Use real world examplesUse real world examples

There is such a thing as “untrainable.”There is such a thing as “untrainable.”– What to do?What to do?

Holding People to ItHolding People to It

Annual reviewsAnnual reviews

Goal-settingGoal-setting

Rewards for successRewards for success

Consequences for failureConsequences for failure– Ongoing trainingOngoing training– TransferTransfer– Pay step decreasePay step decrease– DemotionDemotion

But Sarah, you’re so mean!But Sarah, you’re so mean!

If staff don’t meet the bare minimum If staff don’t meet the bare minimum required to do the job, who suffers?required to do the job, who suffers?– Other staffOther staff– The image of the libraryThe image of the library– The customersThe customers

Allowing Allowing thatthat is what’s mean. is what’s mean.

Determining SuccessDetermining Success

Compare first round of assessments to Compare first round of assessments to assessments after each round of trainingassessments after each round of training

Survey staff before and after about their Survey staff before and after about their confidence in their abilitiesconfidence in their abilities

Use anecdotal evidence from tech staff, Use anecdotal evidence from tech staff, patrons, managerspatrons, managers

ReassessmentReassessment

Review competencies Review competencies periodicallyperiodically

New competencies require new New competencies require new trainingtraining

Other Good Tech CompetenciesOther Good Tech Competencies

St. Michael’s College Library:St. Michael’s College Library: http://tinyurl.com/yhoodhhttp://tinyurl.com/yhoodh

The Library Network:The Library Network: http://tech.tln.lib.mi.us/finalbasic.htmhttp://tech.tln.lib.mi.us/finalbasic.htm

Oakland Public Library Oakland Public Library (from ’98, but still (from ’98, but still

good):good): http://www.oaklandlibrary.org/techcomp.htmhttp://www.oaklandlibrary.org/techcomp.htm

ALA Gov Docs RoundTable:ALA Gov Docs RoundTable: http://tinyurl.com/yj2go2http://tinyurl.com/yj2go2

Other ResourcesOther Resources

My upcoming book (Spring) for ALA My upcoming book (Spring) for ALA Library Technology ReportsLibrary Technology Reports

““Skills for the 21Skills for the 21stst Century Librarian” by Century Librarian” by Meredith Farkas: Meredith Farkas: http://tinyurl.com/yn93dfhttp://tinyurl.com/yn93df

““20 Technology Skills Every Educator 20 Technology Skills Every Educator Should Have” by Laura Turner: Should Have” by Laura Turner: http://thejournal.com/articles/17325_1http://thejournal.com/articles/17325_1

To sum up….To sum up….

Use the CLA and other competencies as a Use the CLA and other competencies as a starting pointstarting point

Customize the competencies to meet your Customize the competencies to meet your own organizationown organization

Follow the circle of competencies processFollow the circle of competencies process

See your staff’s tech knowledge grow!See your staff’s tech knowledge grow!

Questions?Questions?

Sarah Houghton-JanSarah Houghton-Janhoughton-jan@smcl.orghoughton-jan@smcl.org

IM: LibrarianInBlackIM: LibrarianInBlack