A: One simple answer is that Niche Academy provides effective self-help and takes customer service to the next level. Below you'll find an explanation for how this applies to eResource usage. It works the same way in other use cases, however. Examples include introducing people to social media, helping them find job search options, or online versions of library programs.
No one wants to look stupid. Many of us who end up calling a support line imagine the representative on the other side rolling their eyes at us. No matter how polite the person on the other end is, we imagine them thinking to themselves, “How can you not know that?” So, many of us try to find our own answers before calling.
While there are people who are still basically uncomfortable with search technology or who don’t have web access, an overwhelming majority of library patrons will look online before calling the library or coming in to speak with library staff. People expect online answers. This is particularly true for prospective eResource users. Most of these people have Internet access and a tech comfort level sufficient to give the eResources a try. Whether it's genealogy, language learning, eMagazines, or audiobooks, most prospective users will move on if we don't make it easy to get started.
Unfortunately, many libraries still rely on live instruction—in person or over the phone. This communicates that using the resource is complicated, not easy. Live instruction is only available during library hours. It's also dependent on the availability of knowledgeable staff.
For these reasons, video instruction is the best medium for introducing eResources. It sets an expectation for ease of use. It's available any time of day. It's not dependent on the availability of a particular staff person. It lets people review any instruction at any time in case they miss a step or forget something. Video also enhances the experience for people who still want or need live instruction. Live instruction will be more effective if someone has already watched a video. Video also gives learners something to refer back to.
Niche Academy creates and maintains up-to-date video tutorials for library eResources. It gives libraries a simple way to make these tutorials easy to find on the library website. It eliminates the distractions and extra navigation steps that are inevitable with YouTube videos or links to vendor websites. It is, quite simply, the easiest way to provide video tutorials for library patrons.