How to help someone use a [insert frustrating digital device]

Thanks to Jessamyn West for republishing Phil Agre’s advice from 1996 on how to help someone use a computer. Swap out computer for “smartphone” or “e-reader” and it’s still quite relevant. Some favorites:

  • Nobody is born knowing this stuff.
  • You’ve forgotten what it’s like to be a beginner.
  • If it’s not obvious to them, it’s not obvious.
  • Most user interfaces are terrible. When people make mistakes it’s usually the fault of the interface. You’ve forgotten how many ways you’ve learned to adapt to bad interfaces. You’ve forgotten how many things you once assumed that the interface would be able to do for you.
  • Explain your thinking. Don’t make it mysterious. If something is true, show them how they can see it’s true. When you don’t know, say “I don’t know”. When you’re guessing, say “let’s try … because …”. Resist the temptation to appear all-knowing. Help them learn to think like you.
  • Be aware of how abstract your language is.

As someone who helps people with technology for a living, both at a public service desk and in one-on-one appointments, I appreciate the reminders. One of the biggest challenges I’ve encountered is breaking through people’s technological self-hatred. A common refrain I hear from people struggling with their devices is “I know I’m stupid, but…” It drives me insane. They are not stupid. Their frustrations are almost always justified, being the result of a user interface that was not built with them in mind. What seems simple and sleek for Silicon Valley technophiles might be baffling, counterintuitive, or simply too small for the less agile fingers of the digital immigrants I encounter every day.

Agre has advice for these situations too:

  • Whenever they start to blame themselves, blame the computer, no matter how many times it takes, in a calm, authoritative tone of voice. If you need to show off, show off your ability to criticize the bad interface.

Oh boy, can I criticize a bad interface…

February 4, 2019 Add Comment

Refer Madness: Librarian as Point Guard

Refer Madness spotlights strange, intriguing, or otherwise noteworthy stories from the library reference desk.

On Tuesday I hosted a discussion at the library on the films of 2018. It was an informal time to swap favorites (or least favorites) from the year, and discuss the Oscar nominations that had just been announced. Opinions abounded, of course.

I brought a laptop and projector so we could watch trailers of the movies being discussed. This turned out to be helpful, as I was surprised by how few of the movies the attendees had seen. Of the eight Best Picture nominees, one man had only seen Black Panther.

This gave me the unique opportunity of curating their exposure to the year in film. We watched trailers for high-profile nominees like The Favourite, Vice, Roma, and BlacKkKlansman, but also lesser-known indies like Leave No Trace, The Death of Stalin, Cold War, and First Reformed. I was this close to just going through the rest of my top 10, but I restrained myself (and ran out of time).

Librarians are in this position often. Introducing readers to their next book or viewers to their next movie is part of the job, but also a privilege and a pleasure I take seriously. Maybe a title I recommend will become their all-time favorite, or become inextricably linked with a future memory, or be forgotten as soon as it’s over. Regardless, we’re point guards. We’re there to make the assist, to keep feeding the shooting guard and forwards and hope they score more often than not.

After the program, I walked past the reference desk and saw the gentleman who had only seen Black Panther. He was asking to be placed on hold for Leave No Trace and The Death of Stalin, and I couldn’t help but smile.

January 25, 2019 Add Comment

Why I love Kanopy, Hum, and System Information

Want to give some love to three services I’ve enjoyed lately:

Kanopy

Kanopy is a free streaming service available through your public library. (If it isn’t, ask them to get it!) Abundant with titles from A24, The Criterion Collection, and other high-quality providers, it’s rife with a delightful array of foreign films, indies, and documentaries to fill the FilmStruck-shaped hole in the hearts of cinephiles. My watchlist expanded pretty quickly once I signed up, much of it classics and Criterion titles I’ve been meaning to watch and want to get to before my wife gives birth. In the last few weeks I’ve watched Three Days of the Condor, The Seventh Seal, 48 Hrs., Ugetsu, Battleship Potemkin, and The Wages of Fear, with more on the horizon. Get thee to Kanopy!

Hum

hum-songs

I’ve been using Hum for a lot longer than Kanopy, but only recently realized how much I love it. It’s the perfect songwriting app. Super easy to quickly record song ideas, gather lyrics, and add helpful metadata. Beautifully made and a joy to use, though I really ought to use it more. Since I recently released the songs that comprised my 20s, I’m excited to see what will become of the song ideas currently residing in Hum.

System Information on Mac

I rediscovered this function while trying to clean out some disk space on my wife’s MacBook Pro and make it run faster. Previously I used Disk Doctor for this job; it’s a fine app that costs $2.99, but System Information is built-in and provides a more granular view of your files. It also makes deleting them super easy and satisfying. It’s a bit hidden, but well worth the hunt. If you’re a file hoarder or haven’t optimized your Mac in a while, you’ll be shocked by how much cruft builds up. Also by how large iOS backups are! (Seriously, my wife’s storage space more than doubled after I deleted those.)

January 15, 2019 Add Comment

Recent Views, ctd

More photography here. And on my Instagram.

Pretty cool frost patterns on my car window (I call this one “Frozen Fractals All Around”):

A few shots of my building’s backyard in the snow:

Scraping off the car one morning, the snow shavings fell in a pattern that encircled the car. They contrasted well with the dark asphalt, and sorta looked like the Milky Way:

And a bonus GIF from when I was looking through microfilm at work for a patron. The zooming effect made it look like those whirling newspaper montages in old movies:

December 11, 2018 2 Comments

Refer Madness: Always on call

Refer Madness spotlights strange, intriguing, or otherwise noteworthy stories from the library reference desk.

You know how doctors are always on call? Someone has a heart attack on an airplane or chokes at a restaurant, and doctors, nurses, or other care providers jump to the rescue, even if they are off the clock. Even medical students count: I witnessed a friend dash to the aid of a woman who injured herself while dancing during a wedding reception.

Professionals never know when they will be called to duty, librarians included. We might not be setting broken bones or taking vitals, but we info-slingers have a knack for finding opportunities to serve random reference needs.

One day, I was chatting with a neighbor in my apartment building’s laundry room. He’s a counselor, and he had just read about a theory that he wanted to learn more about. Google wasn’t offering much of any depth. He didn’t work for or attend a university, so he didn’t have access to specialized journals and databases. Amid the thrum of tumbling clothes, I told him I would help him check with our local public library to see what they had access to.

It was just that simple. Simple for me, anyway, but not for my neighbor. Familiarity bias makes it easy for librarians to forget that most people do not know everything the library offers, or even think of the library as a potential remedy for a problem. This can limit our fellow citizens’ information epiphanies.

I recently attended a seminar, and while grazing the snack table for coffee and a bagel (the Official Refreshments™ of seminars everywhere), I struck up a conversation with another attendee. He was a newly hired city planner in charge of reaching out to local businesses, and the task was overwhelming him because he was new to the area. I knew that his library was likely to be subscribed to ReferenceUSA or something similar, so I told him how he could use an e-reference tool like this for his project, without costing the city extra money.

Again, this public library pitch required hardly any effort in the moment, but it will likely pay dividends in the future. The actual work lies in the preparation, before the opportunity to share presents itself. The more knowledgeable you are about what libraries offer—and not just your library—the better equipped you will be to save the day. A friend is in the market for a new car? Consumer Reports online. Need a template for a new lease? EBSCO’s Legal Information Reference Center. Want a software refresher before a job interview? Lynda.com.

Whether the unsuspecting patron actually uses the resource is out of your control. But it’s exciting to consider what planting that seed could lead to: maybe that person’s first library visit in years, or a card renewal, or excitement about e-books and museum passes. Or maybe even a word-of-mouth recommendation to a friend, which starts the cycle anew.

I wonder how the woman at the wedding reception would have fared had my friend not been there. Since the spirit of the celebration rendered most of the other guests unhelpful (and telling her to check out MedlinePlus didn’t seem useful in that moment), she no doubt would have been worse off without a professional’s help. Luckily she only ended up suffering a swollen ankle and a bruised ego, but my friend didn’t know that when he jumped to her aid. He just wanted to help.

November 16, 2018 Add Comment

Go Pack Horse Librarians, Go!

One podcast that survived my recent purge is The Keepers, a series from The Kitchen Sisters and NPR.  The series features:

“stories of activist archivists, rogue librarians, curators, collectors and historians. Keepers of the culture and the cultures and collections they keep. Guardians of history, large and small, protectors of the free flow of information and ideas, eccentric individuals who take it upon themselves to preserve some part of our cultural heritage.”

The latest episode is about the “Pack Horse Librarians,” a group of women in 1930s rural Kentucky who brought books to isolated areas. The Depression-era WPA paid their salary of $1 per day; everything else was their responsibility, including renting the horses and collecting donated books and magazines to distribute.

It’s an inspiring, well-told story that shows the value of preserving local history.

September 24, 2018 Add Comment

How to pay your library back

Refer Madness spotlights strange, intriguing, or otherwise noteworthy stories from the library information desk.

A regular came to the desk with the George Carlin Commemorative Collection DVD she was returning.

“Before I return this,” she said, “I’d like to know how much it was for the library to buy because you bought it based on my request but I didn’t like it, so I’d like to pay the library back.”

Well, that was a first.

I reassured her that she didn’t owe the library anything, that we’d be keeping the item regardless, and that someone else will gain enjoyment from it. The library gets a lot of purchase suggestions, most of which we buy. The rare item that we don’t buy is either too expensive, too esoteric, or otherwise not in keeping with our collection policy.

Nevertheless, she persisted. Even if it wasn’t for that item, she wanted to compensate the library in some way. So I thought of some ways she (and everyone) could do so.

How to pay your library back

1. Use it.

Check things out, early and often. Books, movies, music, magazines, WiFi hotspots, ebooks, whatever your library provides. If fines are keeping you away, ask nicely to have them reduced. Seriously, this might work. (Or just bite the bullet and pay them: see #5.)

2. Get your friends and family to use it.

There’s no better publicity than word-of-mouth. Each of your kids should have their own card. Just watch out for the fines…

3. Make suggestions.

Your library doesn’t have an item or service you think they should? Ask them to get it. Think they should go fine-free or set up automatic renewals? Tell them many libraries are doing it. Comments and suggestions from local cardholders are powerful, especially en masse.

4. Volunteer.

Newly retired? In library school looking for work experience? Odds are your library has something for you to do. Volunteers often get hired because of that proverbial foot in the door.

5. Donate.

Your gently used books and tax-deductible donations are always welcome. You’ll get the money back in the improvements the library can make with it. Donate enough and you might get a meeting room named after you.

August 15, 2018 Add Comment

Refer Madness: The Book Dropper strikes again

Refer Madness spotlights strange, intriguing, or otherwise noteworthy stories from the library reference desk.

A few months ago, a coworker and I noticed that every Tuesday, two items appear on the library’s book sale shelves that shouldn’t be there. The library has a system for what gets placed in the book sale, so we know which items are out of place. Given the regularity of these deposits, they are clearly being left intentionally, by someone who knows the library’s donation policy but is choosing to ignore it.

I’ve come to call this library phantom The Book Dropper. The Book Dropper is sneaky, and The Book Dropper is patient. The Book Dropper doesn’t lug in a bag of nasty books hoping the library will accept them. The Book Dropper brings only two at a time, once a week, every week, presumably until there are no more books to surreptitiously drop.

The Book Dropper haunts me.

The Book Dropper’s books are usually in sorry shape, and sometimes downright silly. Decades-old mass market paperbacks, electrical engineering manuals, and a host of other esoteric et cetera in no condition to be sold or added to the library’s collection.

Normally, as soon as we spot the latest evidence of the Book Dropper’s continued ability to evade justice, we recycle them along with the other discarded books. But this week’s evidence was extra special:

That would be a chewed up, dilapidated copy of Everything But Money by Sam Levenson and a Betamax tape of Santa Fe Trail, the 1940 western starring Errol Flynn, Olivia de Havilland, and a suave-looking Ronald Reagan.

*chef’s kiss*

You got me again, Book Dropper. I can’t decide whether to shake my fist dramatically or slow-clap. I’m going to keep Santa Fe Trail on my desk at work as a reminder that this scofflaw is still at large. Perhaps I will watch it only once the Book Dropper has been identified and politely informed of the library’s donations policy.

June 22, 2018 1 Comment

Summer assignment: visit your local library

Despite their great intentions, those “required reading” lists of books make me cringe. Required reading usually feels like work, whether they’re from a friend, a professor, or a stranger on the internet. Pleasure reading should be based on freedom and empowerment and whim, not compulsion. Use those lists as a resource, sure, but don’t feel obliged to them.

Austin Kleon gets it right by assigning not a specific book, but a way to get one:

  1. Visit your local library and apply for a library card. (Or pay your fines and renew.)
  2. Ask a librarian for a tour of the library building, the online catalog, and the digital holdings. Ask the librarian to show you how to put materials on hold, how to request materials for purchase, and how to use interlibrary loan.
  3. Check out at least one item. (So you have to return.)

My #4: Don’t be afraid to ask questions. You’re not bothering librarians by doing so. It’s why we’re there!

I can’t tell you how beneficial these would be to you and your kids, and how happy this would make your librarians. Summer is the perfect time too; most libraries have summer reading programs for kids and adults, with prizes and fun activities.

Happy reading!

June 8, 2018 Add Comment

For the records

Dan Cohen ponders why some recent sci-fi films prominently feature libraries, archives, and museums:

Ever since Jyn Erso and Cassian Andor extracted the Death Star plans from a digital repository on the planet Scarif in Rogue One, libraries, archives, and museums have played an important role in tentpole science fiction films. From Luke Skywalker’s library of Jedi wisdom books in The Last Jedi, to Blade Runner 2049’s multiple storage media for DNA sequences, to a fateful scene in an ethnographic museum in Black Panther, the imposing and evocative halls of cultural heritage organizations have been in the foreground of the imagined future. …

… At the same time that these movies portray an imagined future, they are also exploring our current anxiety about the past and how it is stored; how we simultaneously wish to leave the past behind, and how it may also be impossible to shake it. They indicate that we live in an age that has an extremely strained relationship with history itself. These films are processing that anxiety on Hollywood’s big screen at a time when our small screens, social media, and browser histories document and preserve so much of we do and say.

Ready Player One is another recent example. And let’s give some love to the historical society in Back to the Future Part III. Read the rest here.

June 4, 2018 Add Comment