Web 2.0, Library 2.0 … how about BCPL 2.0 and Help Desk 2.0?

As we go through the 23 Things and spend almost 3 months learning stuff they call “Web 2.0″ and “Library 2.0″, how about tagging our posts with “BCPL 2.0″ or “whatever branch 2.0″ or “whatever department 2.0″ when we find something that might be a good idea for either the system or for the branch or department where we work? I’m adding “BCPL 2.0″ and “Help Desk 2.0″ to my categories and then it will be easier to go back later and find all the ideas I had for the system and for my workplace.

One thing leads to another

Joyce sent me an email yesterday and suggested I look at a presentation on the blog LibraryBytes, written by Helene Blowers. Helene is the originator of the Libraries Learning 23 Things program that is sweeping not only Maryland starting in June, but the United States and many other countries as well.

From there I found a blog called “The Internet Can Change Your Life” written by Rameyerguam Andersen, which presents ongoing lessons designed to teach  “the newbie” all about what the Internet has to offer. It looks like he has a lot to offer even for people who don’t consider themselves newbies.

And finally from there I found the SirsiDynix Institute where there are online presentations and podcasts that look pretty interesting. I’m all about the podcasts – I can download them and listen to them when I’m driving back and forth to work or waiting for an appointment. And they’re free!

On one presentation I found a slide that says “Libraries core skill is NOT delivering information. Libraries improve the quality of the question and the user experience.” Nice line. I like that for the Help Desk too. We should not only be answering the caller’s question, we should help them rephrase it so they get the answer they really need and then give them some value added into the experience by helping them learn something they didn’t already know about the problem.