“Mr. Watson–Come here–I Want to See You”: Upgrading Your Tech Support Communications

Resolving access and functionality issues for online resources often can strain even the calmest of nerves by combining impatient patrons with very precise technical details and communication lines extending from those patrons through the library to external technical support personnel outside of the institution. Clear, concise workplace communications are an ideal that is almost impossible to accomplish 100% of the time. While not always achievable, the resolution of technical issues certainly provides instances where the importance of communicating efficiently and effectively is greatly amplified. We will explore how both library personnel and vendors can work together to improve communications with each other and reduce tension when technical issues arise. Topics will include steps for improving communication results, methods of constructing statements specifically addressed to different stakeholders, and approaches to turn conversations from combative to collaborative. Vendor and librarian viewpoints will be shared.