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Thursday, November 9 • 11:35am - 12:15pm
“Mr. Watson–Come here–I want to see you.” Upgrading Your Tech Support Communications

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Resolving access and functionality issues for online resources often can strain even the calmest of nerves by combining impatient patrons with very precise technical details and communication lines extending from those patrons through the library to external technical support personnel outside of the institution. Clear, concise workplace communications are an ideal that is almost impossible to accomplish 100% of time. While not always achievable, the resolution of technical issues certainly provides instances where the importance of communicating efficiently and effectively is greatly amplified. This interactive session will explore how both library personnel and vendors can work together to improve communications with each other and reduce tension when technical issues arise. Topics will include steps for improving communication results, methods of constructing statements specifically addressed to different stakeholders, and approaches to turn conversations from combative to collaborative. Vendor and librarian viewpoints will be shared. Attendees will participate in activities that will provide an opportunity to improve communication skills as part of a fun, engaging program.

avatar for Carol Seiler

Carol Seiler

Account Services Manager, EBSCO Information Services
Carol Seiler started her career in libraries as a cataloger and has worked in almost all areas of the library. She has primarily worked as an academic/medical librarian but has also served at a public library and as a technical services trainer with a consortium. Carol has been with... Read More →

J. Michael Thompson

Director, Collection Dev. & Delivery Srvcs., Baylor University

Thursday November 9, 2017 11:35am - 12:15pm EST
Pinckney Room, Francis Marion Hotel 387 King Street, Charleston, SC 29401