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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Verdana",sans-serif;color:black">Great answer, Marta.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Verdana",sans-serif;color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Verdana",sans-serif;color:black">-Margaret<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Verdana",sans-serif;color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:black">~~~~~~~~~~~~<o:p></o:p></span></p>
<p class="MsoNormal"><i><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:black">Margaret Alexander<o:p></o:p></span></i></p>
<p class="MsoNormal"><i><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:black">Librarian Manager, Technology & Facilities<o:p></o:p></span></i></p>
<p class="MsoNormal"><i><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:black">Eugene Public Library<o:p></o:p></span></i></p>
<p class="MsoNormal"><i><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:black">100 w. 10<sup>th</sup> Ave<o:p></o:p></span></i></p>
<p class="MsoNormal"><i><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:black">Eugene, OR<o:p></o:p></span></i></p>
<p class="MsoNormal"><i><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:black">541-682-6015<o:p></o:p></span></i></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Verdana",sans-serif;color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Verdana",sans-serif;color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><a name="_MailEndCompose"><span style="font-size:11.0pt;font-family:"Verdana",sans-serif;color:black"><o:p> </o:p></span></a></p>
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<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> Libs-Or [mailto:libs-or-bounces@listsmart.osl.state.or.us]
<b>On Behalf Of </b>Marta Murvosh<br>
<b>Sent:</b> Wednesday, January 6, 2016 9:07 PM<br>
<b>To:</b> libs-or@listsmart.osl.state.or.us<br>
<b>Subject:</b> Re: [Libs-Or] Technology Assistance - How much is too much?<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal" style="background:white"><span style="color:black">Hi Aaron,<o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="color:black"><o:p> </o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_47212">
<p class="MsoNormal" style="background:white"><span style="color:black">I was in SLIM's Oregon10 cohort. I'm working for Sno-Isle Libraries.
<o:p></o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_48568">
<p class="MsoNormal" style="background:white"><span style="color:black"><o:p> </o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_48622">
<p class="MsoNormal" style="background:white"><span style="color:black">While I'm going to draw on my experience and offer you my opinion on this topic, I need to be clear that I don't speak for my library system.
<o:p></o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_50583">
<p class="MsoNormal" style="background:white"><span style="color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="color:black">One thing that hasn't been raised is the role reference interview plays when in helping patrons with technology.
<o:p></o:p></span></p>
<div id="yui_3_16_0_1_1452134789996_46713">
<p class="MsoNormal" style="background:white"><span style="color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="color:black">While libraries can't replace the geek squad or troubleshoot computer glitches or update software, we can point patrons to resources so they can make decisions and DIY, just like we help
them find information on how to fix their own cars or build a shed.<o:p></o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_50059">
<p class="MsoNormal" style="background:white"><span style="color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="color:black">I do a reference interview and what I think of as a technology interview, asking questions to see aptitude and figure out what the patron wants.
<o:p></o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_47414">
<p class="MsoNormal" style="background:white"><span style="color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="color:black">When a patron wants tech support that we don't provide, I use these requests as an opportunity to see if they would like thee resources to help them resolve the issue themselves, just like
I would for any other reference question. If appropriate, I consider such requests as information literacy teaching moments.
<o:p></o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_50264">
<p class="MsoNormal" style="background:white"><span style="color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="color:black">I help the patron find information on there computer or software just like I would help them find information on any other topic. And I write down the steps I used to find the information.
<o:p></o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_46715">
<p class="MsoNormal" style="background:white"><span style="color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="color:black">I show the patron how to do focused web searches for answers using the support pages and forums at Microsoft, Apple, or the software company that they need help with. It's amazing how excited
people get to learn about how they can use a search engine to search a specific site to target the information.
<o:p></o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_51317">
<p class="MsoNormal" style="background:white"><span style="color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="color:black">So I'm not just teaching the patron tech, I'm modeling and teaching them IL skills to problem solve and the next time they have a problem, they can use those skills.
<o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="color:black">I'll print out instructions and point them to books to check out, just like I would help a patron who needs to know how to replace his brakes but doesn't know how to use the automotive
database. <o:p></o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_47668">
<p class="MsoNormal" style="background:white"><span style="color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="color:black">I use a lot of qualifiers when I'm talking to patrons. While I can't fix your laptop for you, I can find you directions or articles that may help you figure out what's going on with your
computer. <o:p></o:p></span></p>
<div id="yui_3_16_0_1_1452134789996_48412">
<p class="MsoNormal" style="background:white"><span style="color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="color:black">Of course, I also keep an eye on the time and I set appropriate boundaries saying things like: I think this is going to take some time to research, can I get your contact information and
I'll call/email you once I find what you're looking for. Or helping you with ebooks is going to take longer than 15 minutes, can we set up a book a librarian appointment?<o:p></o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_50372">
<p class="MsoNormal" style="background:white"><span style="color:black"><o:p> </o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_50479">
<p class="MsoNormal" style="background:white"><span style="color:black">When we're busy, I rotate though our computer area briefly check in with the people who wanted tech help. It's sort of like being a waitress and making sure a table doesn't need water.
A lot of what I do is encouragement and reminding people that computers are like cars, which need regular maintenance. I say: You didn't learn how to drive your car overnight and sometimes you can take care of somethings and sometimes you have to take it to
the mechanic. And I remind people that they learned 2 or 3 new things. <o:p></o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_51832">
<p class="MsoNormal" style="background:white"><span style="color:black"><o:p> </o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_51834">
<p class="MsoNormal" style="background:white"><span style="color:black">Marta<o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="color:black"> <o:p></o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_45084">
<p class="MsoNormal"><b><span style="font-size:13.5pt;font-family:"Garamond",serif;color:black">Marta Murvosh</span></b><span style="font-size:13.5pt;font-family:"Garamond",serif;color:black">, MLS<b><br>
</b></span><i id="yui_3_16_0_1_1452134789996_46335"><span style="font-size:10.0pt;font-family:"Garamond",serif;color:black">librarian and freelance writer<br>
</span></i><span style="font-size:10.0pt;font-family:"Garamond",serif;color:black"><a href="mailto:murvosh@yahoo.com" target="_blank" id="yui_3_16_0_1_1452134789996_46338">murvosh@yahoo.com</a></span><span style="color:black"><o:p></o:p></span></p>
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<div id="yui_3_16_0_1_1452134789996_45077">
<p class="MsoNormal" style="background:white"><strong><span style="font-size:10.0pt;font-family:"Garamond",serif;color:black">360-610-9642 - mobile</span></strong><span style="font-family:"Garamond",serif;color:black"><br>
</span><span style="font-size:7.5pt;font-family:"Garamond",serif;color:black">Everett, WA - Pacific Time zone</span><i><span style="font-family:"Garamond",serif;color:black"><br>
</span></i><span style="font-size:7.5pt;font-family:"Garamond",serif;color:black"><a href="http://www.linkedin.com/pub/marta-murvosh/48/548/2a2" target="_blank" id="yui_3_16_0_1_1452134789996_46353">Linkedin</a> -
<a href="http://www.facebook.com/MartaMurvosh" target="_blank">Facebook</a> - <a href="http://murvosh.weebly.com/" target="_blank">
Website</a></span><span style="color:black"><o:p></o:p></span></p>
</div>
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<div id="yui_3_16_0_1_1452134789996_46821">
<p class="MsoNormal" style="margin-bottom:12.0pt;background:white"><span style="color:black"><o:p> </o:p></span></p>
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<div class="MsoNormal" align="center" style="text-align:center;background:white">
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<p class="MsoNormal" style="background:white"><b><span style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black">From:</span></b><span style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black"> Barratt Miller <<a href="mailto:BMiller@crooklib.org">BMiller@crooklib.org</a>><br>
<b>To:</b> Kirsten Brodbeck-Kenney <<a href="mailto:kbrodbeck-kenney@lincolncity.org">kbrodbeck-kenney@lincolncity.org</a>>; "<a href="mailto:libs-or@listsmart.osl.state.or.us">libs-or@listsmart.osl.state.or.us</a>" <<a href="mailto:libs-or@listsmart.osl.state.or.us">libs-or@listsmart.osl.state.or.us</a>>
<br>
<b>Sent:</b> Wednesday, January 6, 2016 4:19 PM<br>
<b>Subject:</b> Re: [Libs-Or] Technology Assistance - How much is too much?</span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-family:"Helvetica",sans-serif;color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:11.0pt;font-family:"Helvetica",sans-serif;color:black">At Crook County Library, we have a 15-minute rule for all reference and technology questions. If the problem can’t be solved in the time
limit or it’s obviously something we don’t have the ability to solve, we refer the patron to tech support for their particular device.</span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><b><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black">From:</span></b><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black"> Libs-Or [<a href="mailto:libs-or-bounces@listsmart.osl.state.or.us">mailto:libs-or-bounces@listsmart.osl.state.or.us</a>]
<b>On Behalf Of </b>Kirsten Brodbeck-Kenney<br>
<b>Sent:</b> Wednesday, January 06, 2016 4:05 PM<br>
<b>To:</b> <a href="mailto:libs-or@listsmart.osl.state.or.us">libs-or@listsmart.osl.state.or.us</a><br>
<b>Subject:</b> Re: [Libs-Or] Technology Assistance - How much is too much?</span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black">This is essentially our policy, as well. We also have a policy that we don't handle patrons' devices; we'll verbally walk them through
the process, but we don't touch anything. </span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black">Kirsten Brodbeck-Kenney, MLIS</span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black">801 SW Hwy 101, #201</span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black">Lincoln City, OR 97367</span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black">541-996-1251 (desk)</span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span class="yiv2412885124groupwisereplyheader"><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black">>>> "Dunham, Charles" <<a href="mailto:Charles.Dunham@corvallisoregon.gov" target="_blank">Charles.Dunham@corvallisoregon.gov</a>>
1/6/2016 3:54 PM >>></span></span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:11.0pt;font-family:"Helvetica",sans-serif;color:black">We only offer technology help related to library services. We stray over the line sometimes, but this policy prevents us from going down
a troubleshooting black hole.</span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:11.0pt;font-family:"Helvetica",sans-serif;color:black">Charles Dunham</span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:11.0pt;font-family:"Helvetica",sans-serif;color:black">541 766-6965</span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:11.0pt;font-family:"Helvetica",sans-serif;color:black">Adult Services Librarian</span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:11.0pt;font-family:"Helvetica",sans-serif;color:black"><a href="http://cbcpl.net/" target="_blank">Corvallis-Benton County Public Library</a></span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><b><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black">From:</span></b><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black"> Libs-Or [<a href="mailto:libs-or-bounces@listsmart.osl.state.or.us" target="_blank">mailto:libs-or-bounces@listsmart.osl.state.or.us</a>]
<b>On Behalf Of </b>Aaron Novinger<br>
<b>Sent:</b> Wednesday, January 06, 2016 3:48 PM<br>
<b>To:</b> <a href="mailto:libs-or@listsmart.osl.state.or.us" target="_blank">libs-or@listsmart.osl.state.or.us</a><br>
<b>Subject:</b> [Libs-Or] Technology Assistance - How much is too much?</span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black">Hello!<br>
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When helping patrons with technology, where do you draw the line? Does your library have a policy, or does each staff member set their own limits?<br>
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Showing them how to download and use e-book apps is one thing, but what about things like...<br>
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installing free software, such as Adobe reader or an anti-virus?<br>
walking them through system updates?<br>
transferring pics from phone/tablet to cloud storage?<br>
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We're trying to teach them to fish, and there is a reason they aren't going to Geek Squad; however, complaints and perhaps liability issues could surface when working with patrons on their devices.<br>
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Do you set time limits, tell the patron you're "hands-off" prior to helping them, and is the service they receive consistent from staff member to staff member?<br>
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Looking forward to any advice you have. <br>
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Thank you,</span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black">Aaron<br clear="all">
</span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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-- </span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black">Aaron K. Novinger, SLIM '14</span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><i><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black">Emporia State University</span></i><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black">,
<i>Oregon Campus</i></span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black"><a href="mailto:anovinge@g.emporia.edu" target="_blank">anovinge@g.emporia.edu</a></span><span style="font-family:"Helvetica",sans-serif;color:black"><o:p></o:p></span></p>
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