Northeast Ohio Regional Library System - Event Information - Northeast Ohio Regional Library System

Event Name:
You Can Be the Expert-Tech Troubleshooting with Confidence 101


In this session, we’ll cover tech troubleshooting basics: how to approach the device or the person having the issue; first questions to ask; and common issues with websites, mobile devices, and computer programs. We’ll also reframe the technology troubleshooting process in a more familiar context: a reference conversation or customer service interaction.

Learning Objectives:

  • Learn basic strategies for approaching technology troubleshooting for themselves and for their patrons, based on best practices from help desk and other tech industry fields.
  • Get a quick list of frequent issues and how to solve them for a variety of platforms, including the internet and mobile devices.
  • Gain confidence in their own ability to navigate technology troubleshooting.
  • Are able to view tech troubleshooting interactions as another form of customer service, to support an open mindset towards finding solutions.

Jennifer Koerber has two decades of experience in libraries, in both public-facing and behind-the-scenes roles. After 17 years at the Boston Public Library, she established her own business providing technology training and consulting services to libraries, and recently completed a contract as Training Manager at Harvard University Library, overseeing staff training for a new ILS platform.

She has written extensively for Library Journal on public library services and technology, and in May 2018, her book Library Services to Immigrants and New Americans: Celebration and Integration was released by Libraries Unlimited. In what remains of her time, she is an avid mobile photographer, crafter, and traveler.

You can find Jennifer online at and

Event Date:

Event Time:
10:00 AM - 11:00 AM Eastern

Online via Adobe Connect

Contact Person:
Melissa Lattanzi
(phone: 3306550531)

Who Should Attend:  Anyone interested in learning more about tech troubleshooting
Competency:  Equipment and Troubleshooting, Basic Computer and Hardware

GEO Cost:      $40
Bronze Cost:  $24
Silver Cost:    FREE
Gold Cost:     FREE

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