Webb Wesconnett's Branch Manager is a leader in pushing for staff education in the basics of technological issues so customers can be better served and JPL as a whole can use e-specialists' time in the most efficient way. How does she do that and manage CW effectively? Glad you asked.
Q:
You are credited with leading your entire reference staff to do basic
troubleshooting with technical issues for customers before offering people an
appointment with the e-library specialist. How did you accomplish
this?
A: More than
anything else, probably by example. Many of the questions and issues that come
up can be dealt with on the spot—we try to save our E-Library Specialist for
the more challenging or time-intensive issues. I think the customers appreciate
our efforts, and it keeps us aware of their needs and issues. Most of my employees
are more technologically adept than I am anyway, so it wasn’t too much of a
stretch.
Q:
Do you now have training for other staff in some areas of new technology, and
if so, please share your plans and results with that.
A: We try to
take advantage of training opportunities offered by SST and the Training
Office, but scheduling for these is difficult. Recently our Reference staff
participated in an internal, mini-seminar on Google Power Searching. We are
looking forward to the E-Services Get-to-Yes training, and at least two of us
will attend a session on SharePoint.
Q:
Are the majority of Webb Wesconnett Branch customers transitioning to new
technologies and what are their main issues with technology?
A: Many of
our customers, probably more so than at other locations, are very much on the
wrong side of the Digital Divide. Their main issues tend to be really
basic—struggling with setting up email accounts, producing simple documents,
finding appropriate websites and filling out applications for work or
assistance.
Q:
You also support JPL’s efforts to provide computer classes in Spanish, both at
CW and other libraries. How do you plan and execute that?
A: This is
primarily a scheduling function on my part. I try to ensure that Webb has
adequate coverage for Thursday evenings and Friday mornings when the classes
are here, and that Jessica is available to participate, as needed, in classes
or meetings that may be held at other locations in the system.
Q:
What is something most of us would not know about you that you would like to
share with us?
A: I enjoy watching,
and reading about silent
films—particularly those of Lillian Gish and D.W. Griffiith.