Computer Help Service
Marisa Huston
Hello All,
My library has a service called “computer help” where patrons can make appointments to meet and get help with computer stuff. It started during covid as an over the phone service for patrons who didn’t have computers and we would do tasks for them. You can imagine how quickly it went off the rails.
Admin has wanted us to keep this program going and there’s been a ton of issues with it. A lot of it is normal harmless stuff like help me set up an email, show me what Libby is, help me apply for this job, help me fill out this online form, etc. However, male patrons have abused their physical proximity to female staff, patron’s expect us to know/remember passwords (conversely we had a patron experience identity theft after meeting with one staff), patrons want legal help, tax help, immigration help, help with resumes, and they expect us to be the Apple genius bar and the Geek Squad.
Does anyone’s library have something similar? How does it function? What are the rules? Any vision for the service, standard procedures, or words of wisdom you can offer is appreciated.
Thank you!
Marisa
Marisa Huston
she/her/hers
Library Technician - Outreach
Ann Arbor District Library | 343 S. Fifth Ave. | Ann Arbor, MI 48104
Phone: 734.327.4576 | Email: hus...@aadl.org
Sheri Miklaski
We have Wired Wednesday every Wednesday from 4 – 5pm. First come, first serve in our classroom room with two library staff members. Patrons are allowed a 15 minute time slot for laptop, phone, Libby or other apps, etc. help. If there are folks waiting, the time ends promptly at the 15 minute mark, but they can stay in the room. If no one is waiting, their time can run over.
We did have one person who brought his desktop, but other than that is it a lot of the run of the mill tech help. We do not provide tax, legal, medical, immigration, etc. help, but we can help folks navigate a website (which we can also do at our public computers).
We don’t have any out and out “rules” besides our general library guidelines. I can ask our Adult Services librarian if we have had any issues come up, but I think we have been mostly lucky so far (fingers crossed). We have had stints with the same folks showing up week after week and going over the same things with them, but I don’t think that person(s) is(are) showing up lately.
Be well,
Sheri Miklaski
Community Outreach Librarian
Georgetown Public Library
sheri.m...@georgetowntexas.gov
TALL Texans Class of 2021
“The only thing that you absolutely have to know, is the location of the library.”
― Albert Einstein
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Rick Medrano
Hey Marisa,
This is the service guideline document for how High Plains Library District handles this kind of service offering. We call them “Book a Librarian (BAL)” but they accomplish a similar function to what you outline as the intent of the program. Our district comprises 8 branch locations and an Outreach department, so we try to create guidelines and resources to keep us consistent across locations.
The resource is a bit outdated, but covers the majority of the scope and what we don’t do. A general rule of thumb—we help people do the thing themselves, we do not do it for them. That helps especially when you get to components like remembering passwords or when PII information is used. We do not fill out any online documents on behalf of the user, even if their tech skill isn’t great. Rather we tell them “this field is for your request”, “click next”, “this is how you upload the document”, etc. and walk them through the process. Furthermore, we do not offer advice on what to put in the document just guidance on how to navigate the portal.
We offer Citizenship help, as an example, outside the scope of the direct tech help. For this we help patrons understand what an address is, language assistance, and civics help, but we do not fill out the document or give any sort of legal advice. Same for online tax help, setting an email up, etc.
Hope that helps!
RM
Rick Medrano
He/Him
Outreach Manager
Outreach Services
High Plains Library District
2650 W 29th St. Greeley, CO 80631
970-506-8643