When Did I Become Tech Support Jim Boyd

When Did I Become Tech Support? Jim Boyd Library Technology Conference 2011 Bondurant, Iowa, Community Library

“Books will never catch on! Scrolls rule!”

The Writing is on the i. Pad • The IRS no longer mails out tax forms* • Watson beat us up on Jeopardy! • Amazon announces that Kindle e. Books outsell both hardback and paperback books • Borders goes bankrupt in February • Teens think of e-mail as ‘old school’ * You can get them mailed, if you call an 800 number and wait at least ten minutes on the phone with the IRS, listening to Barry Manilow’s Greatest Hits.

The Computers are Coming for Us, Pt. 1 (The 1950 s) “Desk Set”, Hepburn & Tracy (1957)

The Computers are Coming for Us, Pt. 2 (2010 s)

Library Users’ Technology Needs • Work E-mail accounts and other communication technology • Online test-taking and evaluations • Continuing Education online • Needing to stay in touch with family • Use of e. Book readers, smart phones, tablets and other digital devices. • Ubiquitous tech stream (Can’t get away!)

What’s the worst that can happen when we play computer doctor?

Case Study: Betty Age: 77 Basic computer user, plays games on the Internet. Does not use other websites and does not purchase things on the Web. Desktop filled with icons. Problem: Malware Infection

How Can We Help?

How Can We Help? • Recognize and define problems and issues. Explain computer issues in plain English. • Offer possible solutions, hopefully easy ones the patron can do right away. • Suggest resources, websites, and service providers for more in-depth help and information. • Inform and educate patrons about their computing environment, as best as we can. • Advocate continuing education resources, either those provided by the library, or outside the library.

When Do We Draw the Line?

When Do We Draw the Line? • When we are getting in over our heads – a computer procedure where we aren’t 100% sure of all the potential effects, or a hardware issue that could have unforeseen complications. • When, by helping, we could expose the library to legal liability for the consequences of being involved. • When we are only partly aware of or familiar with the equipment involved. This is especially true with smart phones, tablets, and e. Books, considering all the varieties and styles. • When there could be more than one problem at issue, such as a computer virus and a hardware issue all at once.

Case Study: Thomas Age: 45 Regular library Web user. Online job applicant who needs staff help often. Not computer savvy. Problem: Complicated application with multiple attachments of PDF and Word documents.

The Time Factor How much time do you spend giving assistance for patrons using public computers? Does your library have a time limit for computer assistance? What do you consider to be an appropriate amount of time to spend with patrons needing extensive Internet help?

Advocating For More As library users take on more technology applications and bring more devices into the library, the amount of time staff members will have to dedicate to being knowledgeable and assisting users with their technology, especially when it comes to the growing universe of library -based technology apps, will necessarily increase. This is a good thing for libraries, as library users see the library as a go-to place for enhancing the value they receive from their devices and from the Internet. We should advocate for a greater involvement in our library users’ technological worlds. But…

Tread With Caution • Don’t be tempted to take over for the owner. Their equipment belongs to them and is still their responsibility. You take responsibility, however, the minute you sit down at their computer! • Watch out for the advice you give. Make sure that your patron understands that you are not, in fact, a technical support specialist, and that your suggestions and opinions are just that—not specific recommendations coming from the library. • Be careful about telling patrons exactly what to do with regard to the websites they are using. Remind them gently but firmly that job applications online and other tasks that they are performing are still their responsibility.

Policy to the Rescue! • Your library should have a generalized computer and Internet policy that covers legal liability for your organization, including language that disclaims any liability for damage to a patron’s hardware, software, and data when using library computer equipment. • Consult with your library’s (city/county) attorney for specific suggestions for how staff should interact with library users regarding technology issues. • Make sure that all library staff members who interact with the public are aware of the library’s limitations towards dealing with library patrons’ technology needs, especially those staff members with the most computer experience.

Technology Procedures • Go over specific potential scenarios with staff regarding situations where technology questions may come up with library staff, including technical questions asked as reference questions. • Library Directors should consult with tech savvy staff members to determine where the lines should be drawn. By doing so, this opens up staff to be as helpful as they can be with patrons needing technical help, without the danger of “crossing the line” into liability. • All staff members who answer reference questions should be provided with resources to direct patrons needing technical help toward. This includes computer repair shops, websites, and other resources. Again, make sure the patron understands that these are not endorsements of these service providers!

The Reference Model for Handling Medical Questions “Librarians must be careful not to practice medicine. Our job is to provide information to the patron, but not to interpret that information nor to give medical advice. Patrons should always be reminded that we are not doctors, and that we are only providing material that they must interpret themselves. They should be told that this may not be the best or latest or most complete information on the subject, and that only a doctor is qualified to make those judgments. This caution should always be given on each and every medical question handled. ” STAR Reference Manual, Nebraska Library Commission

Technology can be as unique as individual people! Treat every device like a person!

To Conclude: Be Helpful, Be Honest, Provide All the Information You Can, Do Not Take Over, Refer to the Experts, Be Positive!

Thank You! Note: All copywritten images used in this presentation are intended to fall under the guidelines of Fair Use for noncommercial educational presentations. Image rights remain with the original copyright holder, with thanks!