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What To Do When a Green Tree Scares Your Staff: Coping with Technophobia and Change, Evergreen 2012 Conference
Troy Beckham                 Shasta Brewer
Information Technology       Deputy Director
Manager                      York County Library, SC
York County Library, SC      Co-Chair Cataloging
SC LENDS Trainer and Local   Workgroup, SC LENDS
Admin                        SC LENDS JOAT
The fear or dislike of
advanced technology or
   complex devices
especially computers.



      Merriam-Webster
Technophobia is
widely recognized as
early as 1675 during
the start of the
Industrial Revolution
when a group of
weavers destroyed
the machines which
replaced their jobs.

                        Luddites -- 1812
   Studies show that 85 to 90 percent of new
    employees may be uncomfortable with new
    technology.
   Technophobia is not restricted to age,
    gender, sex or national origin.
Like many phobias there is no universal cause for
technophobia. Technophobia may manifest for a
variety of reasons that are unique to each individual.
Some of the reasons may include identity theft, fear
of losing a job or something that happened in
childhood. It may manifest as either a simple
annoyance or a serious hindrance. For some
technophobia can only be overcome through
therapy.
We are trainers, not psychologists. The techniques
we will cover are designed to help people
overcome their fears not cure them of their phobia.
   Sweaty palms
   Nausea
   Accelerated heart rate
   Exhibits anxiety
   Thirsty
   Headache
   Shortness of breath
   Trembling
   Described by co-workers as “Slow to change.”
   Unwilling to accept new responsibilities.
   Unwilling to attend training classes or always has
    an excuse to not attend class.
   Body posture.
   “Life was so much simpler 10 years ago.”
   “I really don’t see why we need this.”
   “I’m stupid and everybody knows this but
    me.”
   “I’ll break it.”
   “I just can’t do this.”
   Before beginning training have everyone take a deep breath
    and release it slowly. Shallow breathing slows the thinking
    process which increases anxiety. Sometimes you just need to
    remind people to breathe.

   Get the audience to concentrate on something other than their
    anxiety – tell a joke. It’s okay to be a little bit silly.

   Reassure them that learning anything new takes time and it’s
    perfectly normal to stumble at first. You can’t learn to skate
    without taking a few falls.

   Take the training one step at a time.
    Do not rush to cover everything.

   Reward everyone’s efforts – Candy!
   Simply being a good trainer and enjoying what you do can
    relieve the stress that your audience may be experiencing.

   Presentation style. Be prepared. Have an outline of the training.

   Make it fun and leave sarcasm at the door.

   Make eye contact.

   Speak slowly and clearly. Can everyone hear me?

   Can everyone see the board, screen, or handouts?

   Have backup methods for training in case the technology fails.
   Minimize the use of jargon.

   When you feel like you don’t
    understand what is being said
    then there is a tendency to shut
    down and not take in the
    information.

   Once a person is comfortable with
    the training then they pick up the
    jargon as part of the language.

   Evergreen is full of jargon which
    staff will try to equate with the
    jargon they already know. Train
    on tasks first, terms second.
   The by-play of two trainers can be entertaining and
    effective in relaxing the audience.

   The students may identify more with one teacher than the
    other.

   When questions arise, the other teacher may have a better
    explanation or understanding of the question.

   While one person is teaching the other should look for
    puzzled expressions in the class.

   Use roaming trainers to give one-on-one
    assistance during the class.
   In the classroom setting train EVERYONE the same.
    Don’t single out the person that you’ve identified as
    having technophobia.

   Never say “This is easy.” The technophobe will say
    “For YOU maybe.” Stress increases and learning
    shuts down.

   If possible train on the equipment they will be using.

   Start with something simple and work up to the hard
    stuff.
   Use real world examples
    for exercises.
    Learning should be
    relevant and practical.

   Allow time for questions and do your best to answer
    them.

   Be patient with interruptions.

   Provide plenty of play time – Hands-on training is best
    teacher of all.
   Focus on the most important thing that each person should come
    away from the training to do their job.

   Teach in groups by function –
    Circulation, Reference, Cataloging, etc.

   Divide the training up in sections and take a break before starting
    a new concept.

   Train on their permission level.

   Use a test server if possible – warn that it may be sloooow.

   If you use a test server make sure that it is on the same version
    of Evergreen that they will be using.
   Give out self-paced exercises that they can do on their own.

   Suggest that they work with a partner.

   Offer multiple training sessions. Encourage them to attend
    more than one if they would like.

   Let all staff know the answers to questions that occurred during
    the training sessions.

   Have hard copies of training materials (plus post on-line).

   Be available to answer any questions that staff want to ask
    privately.
   Get them on board first.
    If the managers aren’t
    excited about Evergreen
    then the staff won’t be either.

   Involve them in training staff either as a trainer or as a
    roaming assistant.

   Find something cool that can be done on Evergreen
    that could not be done on the old system.

   Explain how the open source process works and how
    to suggest changes to Evergreen.
   SC LENDS has a Training Work Group consisting of staff from
    different member libraries. This work group organizes “train the
    trainer” sessions. Multiple trainers from each library are
    encouraged to attend.

   Trainers return to their library to conduct their own “train the
    trainer” classes and to train their staff.

   The Training Work Group may also co-train with the library
    trainers at their library’s location.

   A test server is available for libraries to use. The test server
    schedule is posted on www.sclends.net.

   Neighboring SC LENDS library systems send staff to new
    Evergreen installations to help on Go Live Day.
   Have train-the-trainer staff nearby to assist.

   Schedule as many staff members as possible to work on Go Live Day.

   If possible, go live to the public the day after Go Live Day.

   All staff need to know how to report problems.

   If problems arise find a workaround until issues can be resolved and
    communicate the workaround.

   Follow up with staff to address concerns. Do a daily report that goes out to all
    staff.

   Create an alternative way to check out materials to patrons be it in Excel or on
    paper. Just the fact that the staff know they can do this relieves a lot of anxiety.
   Spell out the
    consequences.

   Sometimes this
    results in a better
    employee.

   Sometimes this
    results in a parting of
    the ways.
What To Do When a Green Tree Scares Your Staff: Coping with Technophobia and Change, Evergreen 2012 Conference
   Troy Beckham                    Shasta Brewer

    troy.beckham@yclibrary.net       shasta.brewer@yclibrary.net
    803-981-5849                     803-981-5835

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What To Do When a Green Tree Scares Your Staff: Coping with Technophobia and Change, Evergreen 2012 Conference

  • 2. Troy Beckham Shasta Brewer Information Technology Deputy Director Manager York County Library, SC York County Library, SC Co-Chair Cataloging SC LENDS Trainer and Local Workgroup, SC LENDS Admin SC LENDS JOAT
  • 3. The fear or dislike of advanced technology or complex devices especially computers. Merriam-Webster
  • 4. Technophobia is widely recognized as early as 1675 during the start of the Industrial Revolution when a group of weavers destroyed the machines which replaced their jobs. Luddites -- 1812
  • 5. Studies show that 85 to 90 percent of new employees may be uncomfortable with new technology.  Technophobia is not restricted to age, gender, sex or national origin.
  • 6. Like many phobias there is no universal cause for technophobia. Technophobia may manifest for a variety of reasons that are unique to each individual. Some of the reasons may include identity theft, fear of losing a job or something that happened in childhood. It may manifest as either a simple annoyance or a serious hindrance. For some technophobia can only be overcome through therapy.
  • 7. We are trainers, not psychologists. The techniques we will cover are designed to help people overcome their fears not cure them of their phobia.
  • 8. Sweaty palms  Nausea  Accelerated heart rate  Exhibits anxiety  Thirsty  Headache  Shortness of breath  Trembling
  • 9. Described by co-workers as “Slow to change.”  Unwilling to accept new responsibilities.  Unwilling to attend training classes or always has an excuse to not attend class.  Body posture.
  • 10. “Life was so much simpler 10 years ago.”  “I really don’t see why we need this.”  “I’m stupid and everybody knows this but me.”  “I’ll break it.”  “I just can’t do this.”
  • 11. Before beginning training have everyone take a deep breath and release it slowly. Shallow breathing slows the thinking process which increases anxiety. Sometimes you just need to remind people to breathe.  Get the audience to concentrate on something other than their anxiety – tell a joke. It’s okay to be a little bit silly.  Reassure them that learning anything new takes time and it’s perfectly normal to stumble at first. You can’t learn to skate without taking a few falls.  Take the training one step at a time. Do not rush to cover everything.  Reward everyone’s efforts – Candy!
  • 12. Simply being a good trainer and enjoying what you do can relieve the stress that your audience may be experiencing.  Presentation style. Be prepared. Have an outline of the training.  Make it fun and leave sarcasm at the door.  Make eye contact.  Speak slowly and clearly. Can everyone hear me?  Can everyone see the board, screen, or handouts?  Have backup methods for training in case the technology fails.
  • 13. Minimize the use of jargon.  When you feel like you don’t understand what is being said then there is a tendency to shut down and not take in the information.  Once a person is comfortable with the training then they pick up the jargon as part of the language.  Evergreen is full of jargon which staff will try to equate with the jargon they already know. Train on tasks first, terms second.
  • 14. The by-play of two trainers can be entertaining and effective in relaxing the audience.  The students may identify more with one teacher than the other.  When questions arise, the other teacher may have a better explanation or understanding of the question.  While one person is teaching the other should look for puzzled expressions in the class.  Use roaming trainers to give one-on-one assistance during the class.
  • 15. In the classroom setting train EVERYONE the same. Don’t single out the person that you’ve identified as having technophobia.  Never say “This is easy.” The technophobe will say “For YOU maybe.” Stress increases and learning shuts down.  If possible train on the equipment they will be using.  Start with something simple and work up to the hard stuff.
  • 16. Use real world examples for exercises. Learning should be relevant and practical.  Allow time for questions and do your best to answer them.  Be patient with interruptions.  Provide plenty of play time – Hands-on training is best teacher of all.
  • 17. Focus on the most important thing that each person should come away from the training to do their job.  Teach in groups by function – Circulation, Reference, Cataloging, etc.  Divide the training up in sections and take a break before starting a new concept.  Train on their permission level.  Use a test server if possible – warn that it may be sloooow.  If you use a test server make sure that it is on the same version of Evergreen that they will be using.
  • 18. Give out self-paced exercises that they can do on their own.  Suggest that they work with a partner.  Offer multiple training sessions. Encourage them to attend more than one if they would like.  Let all staff know the answers to questions that occurred during the training sessions.  Have hard copies of training materials (plus post on-line).  Be available to answer any questions that staff want to ask privately.
  • 19. Get them on board first. If the managers aren’t excited about Evergreen then the staff won’t be either.  Involve them in training staff either as a trainer or as a roaming assistant.  Find something cool that can be done on Evergreen that could not be done on the old system.  Explain how the open source process works and how to suggest changes to Evergreen.
  • 20. SC LENDS has a Training Work Group consisting of staff from different member libraries. This work group organizes “train the trainer” sessions. Multiple trainers from each library are encouraged to attend.  Trainers return to their library to conduct their own “train the trainer” classes and to train their staff.  The Training Work Group may also co-train with the library trainers at their library’s location.  A test server is available for libraries to use. The test server schedule is posted on www.sclends.net.  Neighboring SC LENDS library systems send staff to new Evergreen installations to help on Go Live Day.
  • 21. Have train-the-trainer staff nearby to assist.  Schedule as many staff members as possible to work on Go Live Day.  If possible, go live to the public the day after Go Live Day.  All staff need to know how to report problems.  If problems arise find a workaround until issues can be resolved and communicate the workaround.  Follow up with staff to address concerns. Do a daily report that goes out to all staff.  Create an alternative way to check out materials to patrons be it in Excel or on paper. Just the fact that the staff know they can do this relieves a lot of anxiety.
  • 22. Spell out the consequences.  Sometimes this results in a better employee.  Sometimes this results in a parting of the ways.
  • 24. Troy Beckham  Shasta Brewer troy.beckham@yclibrary.net shasta.brewer@yclibrary.net 803-981-5849 803-981-5835