November 12, 2013–With the first snow of the season making an appearance, attendees gathered at the Brentwood Public Library with guest speaker Katy Dillman, Reference and Information Services Librarian at the James Blackstone Memorial Library as she presented, “Serving Up Downloads: Best practices in ereading customer service.”
Katy kicked-off the session with a discussion on why we should support digital downloads, the potential frustrations, and a close look at the three ways to download ebooks. Attendees engaged in open coversation and shared thier experiences and ideas, while learning from Katy about what has worked-and more importanly-what hasn’t been as successful at her library.
There are a ton of ways to engage patrons with digital downloads. Some great examples Katy shared were “Tech Tuesdays,” which are one-on-one sessions where patrons can learn more about downloading books, how to use iPads, how to set up email, etc. Another example came in the form of an “App Tips ‘n’ Tricks Open Forum” where patrons bring in thier own devices (or use the ones the library provides) and issues the patrons have are discussed. Consensus from the group on the ideal number for such classes is 10 people. In addition to providing services in-house, the importance of getting the word out about your programs and services was also stressed. Let your community know you lend digital books by promoting them, for example, on your website, in your newsletter and on your social media networks.
Here’s a terrific example of a TV ad from the Metropolitan Library System:
Katy wrapped up the session with a look at some core competencies that staff should know and ideas for hands-on training for staff. Interested in learning more? Be sure to take a look at the presentation slides and visit: http://digitalhelp.weebly.com.
Special thanks to the Brentwood Public Library for hosting this event, Katy Dillman and to all who attended and joined the conversation!