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Wondering what it looks like to provide a great tech help service with Lively? Here are our principles for great tech help, and our method for teaching a new skill to a Lively member.
What does Tech Help include?
What does Tech Help include?
Basic device setup (On/off, brightness, volume, understanding apps, finding menus, charging and battery)
Sending/receiving emails
Sending/receiving texts/SMS
Reading ebooks
Listening to music, podcasts or radio (Castbox, Audible, Spotify)
Finding movies and TV (SBS on Demand, YouTube, ABC iView are some free options)
Taking photos on device
Connecting to WiFi
Video calling
Surfing the internet
Internet banking
Signing up for online services safely
Setting up social media
Accessing the news
Researching family history (Ancestry.com)
Travel and navigation apps (Google Maps, TramTracker, PTV, Uber)
Connecting to printer
Seeking suitable technology device for purchase
Looking up recipes online
Tech Help Principles
Tech Help Principles
Repetition. Repetition. Repetition… Repetition.
Signpost.
Learn by doing.
Get people comfortable to play.
One skill at a time.
Keep it simple.
If it ain’t broke, don’t fix it.
Coach people for the unexpected.
Celebrate progress.
Tech Help Method
Tech Help Method
Set the goal together.
Signpost the process first.
Let them do it, step by step, referring to your signposting. Encourage them to take notes, or do so on their behalf.
Repeat the process, referring to notes, until they can do it without support.
Celebrate and only then move on to the next skill.
Be Connected
Be Connected
The Be Connected website is a fabulous resource for you and for members to be guided through the process of learning new tech skills; you might like to set up the member with an account early on so they can explore the many different topics on offer. You might also choose to use it as a supplementary resource when you're supporting a member to learn a new skill.
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