[13496] in Public-Access_Computer_Systems_Forum
Re: training
daemon@ATHENA.MIT.EDU (Bill Kneedler)
Fri Aug 18 08:52:22 2000
Date: Thu, 17 Aug 2000 17:44:06 -0700
From: Bill Kneedler <bkneedle@LIB.CI.PHOENIX.AZ.US>
In-reply-to: <200008171255.IAA23712@mail1.wayne.edu>
To: PACS-L@LISTSERV.UH.EDU
Reply-to: Public-Access Computer Systems Forum <PACS-L@LISTSERV.UH.EDU>
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<Pine.LNX.4.21.0008171724260.31209-100000@postal.lib.ci.phoenix.az.us>
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On Thu, 17 Aug 2000, Jeff Trzeciak wrote:
> 1. How many libraries are doing formal training in-house? Are you using
> "systems staff" (ie, technicians) or do you have a "trainer"? If you have a
> trainer, does that person report to the head of systems?
There are City-wide courses for MS Windows, MS Office Suite and other
office automation applications. The library staff uses them heavily.
For generic in-house training for end-users, such as on the online
library system, we use the train-the-trainer approach, with the
Circulation Team providing the circulation training, Bib. Services
providing typical tech. services training, and a public interface team
providing orientation into the web searching environment.
The systems staff member in charge of PC support trains computer services
liaisons ("CSLs") periodically on trouble-shooting procedures, software
management, software installation, and entry of trouble tickets into the
online help desk system. There are a minimum of two CSLs in each work
unit. They serve as the local computer mentors who resolve simple computer
problems at the work unit level, following step-by-step procedures.
Training of the public in Internet use is done by a trainer who reports to
the head of information services in the Central Library. A large part of
the cost is covered by a corporate grant.
For other types of training, the trainer is selected according to who
would be appropriate for the content of the course. This may be staff,
City trainers (personnel dept., for ex.), or contracted trainers.
A training coordinator coordinates all these types of training.
> 2. Are any outsourcing? Are you using vendors like Catapult or New Horizons?
When our new central library building opened, we received a generous grant
from Executrain, which we used heavily for a couple of years. They still
provide training at published costs, but on a much reduced level than
while the grant was in effect. Other companies are used and are selected
according to the course offerings they provide, and overall reputation.
We weave training money into systems contracts, so that at least some
money remains as part of the contract funding, and is not taken away with
the first round of cuts as so often happens. The friends group has also
defrayed the cost of some training, on a case-by-case basis.
> 3. How many are relying on their computing centers?
In a sense, we _are_ the library's computer center for absolutely
everything except support of office automation software (and we do a bit
of that too). As stated above, we provide the computer services liaison
training. Training in office automation is provided by the city clerk
dept., which also runs the software help desk. In a sense, they are the
software support side of the city-wide IT function. In this organzational
model, the city-wide IT department is mainly a make-it-work, technical
outfit that does not provide training appropriate for library staff. This
model is probably unique to this City.
> Please respond to ae5308@wayne.edu
>
> Thanks!
>
> ---------------------------------------------
> Wayne State University Library System
> Content does not represent the views of WSU.
> http://www.lib.wayne.edu/
>
// Bill Kneedler E-mail: \\
|| Library Info. Systems Manager bkneedle@lib.ci.phoenix.az.us ||
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