Tech Training for Staff:
California Tech Core Competencies
Sarah Houghton-Jan
Information & Web Services Manager,
San Mateo County Library
LibrarianInBlack.net
Technology competencies are a
list of things staff should know
how to do with technology in
order to do their jobs.
You don’t need competencies if
…every staff member is an expert in every
technology you are currently using.
…every staff member is self-motivated to
keep up with new technologies and selftrain on everything.
You do need competencies if
Some staff know more than others
You want everyone to be able to help your
users equally
You do need competencies if
Your library is adding new technologies to
the workplace
The library lacks a coordinated technology
training program
How many of us might
need competencies?
CLA’s Competencies
Competencies for California Librarians in
the 21st Century (1998):
http://www.cla-net.org/resources/articles/
r_competencies.php
Technology Core Competencies for
California Library Workers (2005):
http://www.cla-net.org/included/docs/
tech_core_competencies.pdf
CLA Tech Competencies
Developed by a taskforce of CLA
members from the Information Technology
Section and the Continuing Education
Committee.
Two sections: All Staff & Additional
Targeted Competencies for Reference,
Instructional, and Management Staff
The Assembly and Executive Board
approved the competencies.
Purpose of CLA Tech Comps
This set of competencies is intended to serve as
a base model for technology competencies
among California Library Workers. California's
libraries are incredibly diverse; there are many
different types and sizes of libraries, different
staffing, and different technology. The purpose
of these competencies is not to be the
guidepost by which all libraries measure
technology skills, but rather to serve as a
starting point for libraries to use in assessing
their staff's technology proficiencies, and to
assist libraries in building their own sets of
tailored competencies to fit with their unique
staff and library.
From Competencies Introduction
CLA Competencies Sample
Security
Know what security software is used on staff and
public computers and how it protects the
computers
Identify spam
Be aware of the potential security and privacy
threats while using email and the Internet
(including cookies, downloading malicious files,
unsecured communications, viruses, e-mail
hoaxes, spyware, adware, and phishing)
How will competencies help?
Job descriptions
Evaluations
Reveals training needs
Addresses feelings of inequity
Help staff adjust and handle change
Ten Questions Before Starting
1. What is your purpose? Write it out!
2. Who does the lead work?
–
project manager and/or team
3. Who identifies the competencies?
–
Position reps, management, how many people?
4. Tech competencies or all competencies?
5. Core or extensive list?
Ten Questions Before Starting
6. What constitutes technology?
7. Specific to the hardware and software
you have now, or more general?
8. Do you have a timeline in mind?
9. Base on classification, position, location,
or pay step?
10. Base on full-time/part-time/substitute, or
desire for promotion/bonus?
The Competency Cycle
Getting Staff Buy In
Have a purpose statement.
Ask staff for their input and use it.
Keep everyone informed at all steps.
Reassure staff that they don’t have to
have all competencies now.
Train managers first (if possible).
Managers must allow staff to attend
training.
Brainstorming for the leaders
Literature search (find articles &
competencies)
Existing position descs. or requirements
Professional associations’ requirements
Library’s strategic goals
What do your customers need to know?
Brainstorming for everyone else
Elicit input from staff through:
– brainstorming session
– e-mail discussion group
– Blog or wiki
– committees
Elicit input from outside experts and
stakeholders (consultants, governing
bodies, public, students)
Competency Types
Descriptive
– “Understand how e-mail folders work to
create an organized file-keeping
system.”
Task-based
– “Delete e-mails, move e-mails between
folders, and archive old e-mails.”
Maybe some of each…
Structure Options
Organize by staff position or area
– Reference, Circulation, Tech Services,
Management, Library Assistant 1, Reference
Librarian (Adult), Reference Librarian (Kids)
Organize by competency
– Allow local managers to determine if the
competency applies to their staff
Organizational Options
Split into personal
vs. professional
competencies
Basic competencies
and accelerated /
advanced
competencies
Categories: Broad
Hardware
Software
Skills
Gratuitous cat
photo, since the
slide was kind of
empty
Source prefers to remain anonymous
Categories: Moderate
Terminology
Hardware
Software
Security
Troubleshooting
Library Resources
Search Skills
Public Computers
California Library Association
Categories: Specific
Computer Operation/Setup/Maintenance
Word Processing/Introducory Desktop Publishing
Spreadsheet/Graphics
Databases
Networking
Knowledge Areas
Telecommunications
Media Communications and Integration
Design and Management of Learning Environment and
Resources
Learning Diversity
Social/Legal/Ethical Issues
Building Level Technical Support
Etc.
Colorado Dept. of Education
Format Options
Format can include one or both
elements: the competency and the
assessment tool
Formatting could be…
– Grid
– Short Outline
– Narrative paragraphs
Grid 1
Skill
Open browser
Show/hide
toolbars
Know library
URL
Create
bookmarks
Applies
to Job
Meets
x
x
x
x
x
Comments
Can’t find
on toolbar
Grid 2
Skill
Internet Browser
Basic
Advanced
x
x
Printer
x
Troubleshooting
Catalog Searching x
x
File Organization
x
Outline
Library Resources
Be familiar with and able to locate the library’s
technology-related policies & procedures
Be familiar with the library’s intranet, if applicable
Be familiar with the library’s e-resources
– Know the webpage address for your library
– Know what resources can be found on your library
homepage
– Know the webpage address for the library’s catalog
– Know how to search by author, title, keyword, and
subject in the catalog
California Library Association
Paragraph
The operating system is the software foundation that
enables computers to process information,
manipulate data, and provide output to users. It
stands to reason that a rudimentary knowledge of
how it functions is critical if staff are to be successful
in manipulating the information resources. Staff must
have a working knowledge of the platform on which
their computers sit, an understanding of the interface
and desktop environment, the ability to format floppy
disks, the ability to create and manage files, and a
thorough understanding of how to gain access to the
various networks available from a given platform.
Upper Hudson Library System
Text or web?
Use a text or web option
– Word document
– Blog with entries for each competency
(tagged)
– Wiki
– Simple HTML page
Web options would allow hyperlinks from
each competency to a brief “how-to”.
Include Inspiring Competencies
Include ongoing learning:
“Continually develops skills in using
technological tools” (King County Library)
Include critical thinking:
“Demonstrating an understanding of the
library’s role and responsibility for introducing
applications of technology to the public.” and
“Demonstrating willingness to step outside of
the box to achieve and maintain smooth
library operations.” (U Alabama U Libraries)
Competency Tips
Beware subjective adjectives
If using self-assessments, have three
choices: yes, no, or maybe
Provide a technology terms glossary
All new-hires should complete the
assessment
Assessment
Objective assessment (test or quiz)
– Automated by computer
– Manually by supervisor
Subjective assessment
– Self assessing from a
checklist
Who reviews the results
of the assessments?
Authority Important
Assessment Tools
Online (on the cheap)
– User SurveyMonkey etc.
– Create simple webform
Paper
– Multiple choice quiz
– Essay questions
– True/false questions
– Simple Checklist of skills
No Training = No Point
Training should be viewed as a
necessity, not a luxury; as mandatory,
not voluntary; and as comprehensive,
not superficial…. The consequence of
poor training will be that our users will
lose confidence in librarians…
-- A. Krissoff and L. Konrad. “Computer
Training for Staff and Patrons.” Computers in
Libraries, Janusary 1998, Vol. 18 Issue 1.
Scheduled Learning
One-on-one buddy system training
Location-by-location training for common
and important topics
Large centralized group training
– Consultants, in-house trainers?
Hold each session at least twice!!!
Unscheduled Learning
Give staff 15 minutes a day to study/learn.
Schedule 1 off-desk hour specifically for selfstudy.
Encourage conference attendance.
Online tutorials, printed materials, demos.
Public Library of Charlotte and
Mecklenberg County
Learning 2.0 Initiative
Blog: http://plcmcl2-about.blogspot.com/
“23 Things”
Finishing staff received MP3 players
Preparing a Training Session
Chunk out the various topics
Clarify the purpose of the training
Decide the session format
Prepare a lesson plan
Have take-away handouts
Advertise the class to all staff in multiple
media
During the Training Session
Teach new procedures sequentially
Stop for questions (count to ten)
Periodically ask for group comprehension
Interactive and collaborative
Follow-up sessions, especially when
teaching a new procedure
© Kevin Eikenberry Group
Training Tips
Increase training budget
Keep trainings under 2 hours.
Open trainings to all staff…period.
If using buddy system, match skill levels.
Set goals and rewards
Use real world examples
There is such a thing as “untrainable.”
– What to do?
Holding People to It
Annual reviews
Goal-setting
Rewards for success
Consequences for failure
– Ongoing training
– Transfer
– Pay step decrease
– Demotion
But Sarah, you’re so mean!
If staff don’t meet the bare minimum
required to do the job, who suffers?
– Other staff
– The image of the library
– The customers
Allowing that is what’s mean.
Determining Success
Compare first round of assessments to
assessments after each round of training
Survey staff before and after about their
confidence in their abilities
Use anecdotal evidence from tech staff,
patrons, managers
Reassessment
Review competencies
periodically
New competencies require new
training
Other Good Tech Competencies
St. Michael’s College Library:
http://tinyurl.com/yhoodh
The Library Network:
http://tech.tln.lib.mi.us/finalbasic.htm
Oakland Public Library (from ’98, but still
good):
http://www.oaklandlibrary.org/techcomp.htm
ALA Gov Docs RoundTable:
http://tinyurl.com/yj2go2
Other Resources
My upcoming book (Spring) for ALA
Library Technology Reports
“Skills for the 21st Century Librarian” by
Meredith Farkas: http://tinyurl.com/yn93df
“20 Technology Skills Every Educator
Should Have” by Laura Turner:
http://thejournal.com/articles/17325_1
To sum up….
Use the CLA and other competencies as a
starting point
Customize the competencies to meet your
own organization
Follow the circle of competencies process
See your staff’s tech knowledge grow!
Questions?
Sarah Houghton-Jan
houghton-jan@smcl.org
IM: LibrarianInBlack