Announcement:
- A visiting librarian is coming from China, starting in March. If you have any ideas on projects related to services (cite-help, web & reference tools, etc.) that she could be involved with, let Howard know.
Follow-up conversation from the end tech support targeted session about the distinctions between technical reference and technical support (Guests: Howard, Kim, Rich, Darcy, Nina)
- Roundtable about the differences in technical ref
- Tech ref: knowledge you need to use a certain ref tool (ex., chem resources) related to subject knowledge; tech support: related to checking browsers & knowledge of software
- Challenge: technology group is being reconfigured in the next year; Champion structure works pretty well; Can't provide help on an infinite number of things, and we need to reduce the size of the problem. We need to define the number of things we support.
- Cite-help: often we have questions we shouldn't be answering, about Macs, and we get fewer questions about the software itself
- Front-line desk standpoint: From user's perspective, can we make the distinction about tech ref and tech support? To stay relevant in their world, can we afford to make the distinction? Maybe focus on creating knowledge base of questions that we could point people to.
To be continued by Lisa S...