0 - introduction

1. Are You Experienced?
Exploring User Experience
in Public Libraries
Introduction to Module 3
Technology: Improving Library
Services by Managing Technology

2. What this module is not
This module is not about what you may think it
is about if you just see the word “technology.”
Managing technology does not mean you
have to know how to fix a computer or pull
network cable.
I assume you are curious about how a little tech
knowledge improves your experience and
especially the user experience…

3. You may want to know how integrating
__________ * into library services improves
the user experience…
* Insert social networking buzzword here (e.g., Facebook,
Instagram, Pinterest, Twitter, Foursquare, etc.)

4. Or you may be interested in what to do with
a __________* in a library…
* Insert trending technology here (e.g., 3-D printer,
Chromebook, digital media lab, etc.)

5. Those curiosities are
easy to satisfy…

6. If you can Google or attend a library
conference of any size, you can find
something about integrating all sorts of
"technology" with the library to improve the
user bla bla bla bla bla....
It has been a topic for a long time now...

7. So what am I going to do?
Technology has already been integrated into
the library for years – but that topic is not the
fashionable technology people like to talk
about. Instead, it includes library system
software, tech standards, networks, etc.
Stuff that library staff and library users have
to deal with every day – even if just
indirectly.

8. My approach for this module
Because I know you can already find plenty
on how to integrate Facebook, 3-D printers,
and whatever with library services to
improve the customer experience, I want to
get you more familiar with the less popular
but more important library technology that is
the base of keeping a library going – for both
staff and patrons. There would be no
customer experience without it.

9. Why bother?
This area of “not hot” technology is where I
see most librarians fail.
If librarians do not understand the
technology that allows the library to function
on a day-to-day basis, they cannot take
advantage of it for themselves – and
especially not for the essential customer
experience.

10. Sad but true
I have encountered librarians who…
• did not know what a MARC record was
• thought that a barcode was a security
system
• could not understand why the OPAC did
not locate what they wanted
• assumed a wireless network had no wires
and so on…

11. But enough about them!
You have chosen to discover a bit more
about library basic technology so that you
know – as a librarian or library user – what is
going on about you.

12. My biggest fears?
I think technology is wonderfully fascinating
and exciting. But I have long ago realized
that most others don’t feel this way.
I also know that I need to temper anything I
tell you with the fact that I can’t take too
much of your time. And I must assume you
bring to this MOOC little or no tech
knowledge. Yes, I need to simplify…

13. So I will bore some people while also risking
oversimplifying to the point of misleading
others. A win-win for me!
But, hey, this course was advertised as
being “free and fun guaranteed.”
So on to the rest…