Monday, January 28, 2013
I work in a small library system. My city is the smallest in a large metropolitan area, and we are usually behind the times when it comes to new library technology. We did not incorporate eBooks into our collection until the middle of last year, and we do not carry DVDs or music CDs. The two main branches only have six computers each. Unsurprisingly, our staff numbers are indicative of a small library. If the building is fully staffed, we have two or three staff members in the Children’s Collection, five or six people split between Circulation, Membership, and the workroom, and two in the Adult Reference area (this not including managers who are in their offices).
One issue that continually presents itself is how much time to devote to actually teaching technology to our patrons. Between the almost constant stream of various programs, weeding, working on Readers’ Advisory, and fielding questions from patrons face-to-face, we keep busy. When working on policies, the library director decided that we are not to spend time training people on how to use technology. If there is an unanticipated problem that occurs we can, of course, attend to it, but we run on the assumption that you know how to operate the computer you just logged on to. Our internet policy even states, “Staff is not available to provide computer assistance or training.” This policy also applies to any devices a patron may bring in – notebook computers, eReaders, tablets, phones, etc.
This has shown itself to be problematic. Nearly every single day I will have a patron approach my desk with some sort of device. Today, for example, it was a woman with an iPad. She had heard that we offer eBooks and wanted to know how to get them on her iPad. I explained the process of downloading our eBook software platform and how to use our website to check the books out and send them to the device. As I continued on I could see the panic in her eyes, so I stopped and asked if there was a problem. She replied, “The thing is, I only just got this iPad and I have no idea how to use it. I was hoping you were going to show me how to set it up then put the books on there.” I tried to offer her books such as iPad for Dummies and the location and contact information of the nearest Apple store, but the patron expressed extreme frustration that I would not be able to actually show her how to use the product.
This is tough to deal with, especially in such a small library system. The main IT department for the entire city is currently comprised of only five people. We have one cataloguer in our library system who doubles as our IT person. We simply do not have the time or people necessary to teach everyone who walks in with an electronic device how to use it. We offer computer classes, ranging from computer basics to e-mail and Microsoft Office, and we are trying to develop a class for eReaders, but it is impossible for us to spend extended periods of time with each patron who is not technologically inclined. Plus, it could be a liability issue for us to actually touch a patron’s device (there was that one time when a poor, overly helpful Library Assistant was accused of “putting a virus” on a patron’s smart phone).
Our library’s patronage consists largely of people who are just now entering the technology age. We still get people from time to time who have never once used a computer. We don’t have enough staff to fully help these patrons, but I can see why it would seem a bit unfair that we don’t offer that assistance. What is the solution? We could offer more classes, but each class only accommodates five people since we are short on computers. We try to have the best possible selection of reading material and websites (one of our favorites to recommend is http://www.gcflearnfree.org/Computers), but many patrons still want us to walk them through using the computer or their eReader device. It is a problem that will struggle with every day. We want to serve our patrons to the best of our ability, but it is difficult with such a small library system in which monopolizing one staff member for an hour to teach you how to use your Kindle Fire is taking away one-half of the staff in Adult Reference.
Does your library system offer technology classes or training? How much hands-on help are you expected to give when confronted with eReaders or other various electronic devices and the owners who have no idea how to use them? Do you assist with things such as filling out job applications or paying bills? While my library currently offers very little in the way of assistance regarding these topics, it is an issue that I am sure will need to be further addressed as our patrons become more dependent on technology.
This is tough to deal with, especially in such a small library system. The main IT department for the entire city is currently comprised of only five people. We have one cataloguer in our library system who doubles as our IT person. We simply do not have the time or people necessary to teach everyone who walks in with an electronic device how to use it. We offer computer classes, ranging from computer basics to e-mail and Microsoft Office, and we are trying to develop a class for eReaders, but it is impossible for us to spend extended periods of time with each patron who is not technologically inclined. Plus, it could be a liability issue for us to actually touch a patron’s device (there was that one time when a poor, overly helpful Library Assistant was accused of “putting a virus” on a patron’s smart phone).
Our library’s patronage consists largely of people who are just now entering the technology age. We still get people from time to time who have never once used a computer. We don’t have enough staff to fully help these patrons, but I can see why it would seem a bit unfair that we don’t offer that assistance. What is the solution? We could offer more classes, but each class only accommodates five people since we are short on computers. We try to have the best possible selection of reading material and websites (one of our favorites to recommend is http://www.gcflearnfree.org/Computers), but many patrons still want us to walk them through using the computer or their eReader device. It is a problem that will struggle with every day. We want to serve our patrons to the best of our ability, but it is difficult with such a small library system in which monopolizing one staff member for an hour to teach you how to use your Kindle Fire is taking away one-half of the staff in Adult Reference.
Does your library system offer technology classes or training? How much hands-on help are you expected to give when confronted with eReaders or other various electronic devices and the owners who have no idea how to use them? Do you assist with things such as filling out job applications or paying bills? While my library currently offers very little in the way of assistance regarding these topics, it is an issue that I am sure will need to be further addressed as our patrons become more dependent on technology.
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