or, The Hitchhiker’s Guide to Fear and Loathing at a Public Library Reference Desk


Take-Home Tech Support, or, Why Second Thoughts Are Important

   October 29th, 2014 Brian Herzog

tabletphoneLast week, a patron came in and asked for help using the scanner. No problem.

But while I was helping her, she explained that she has an all-in-one copier/printer/scanner that used to work great but is now giving her trouble, hence the trip to the library. She tried describing to me what the problem was, and it seemed like it should be diagnosable and solvable, but I was just not getting it.

One great thing about the emergence of mobile devices, and increasing prevalence of laptops, is that people can bring them into the library for tech support. But with desktops, and in this case copier/printer/scanners, even something that would be simple to correct continues to plague them because it's too difficult to communicate either the problem or the solution remotely.

So, the idea struck me - why not start a program offering in-home tech support? I think it would be unrealistic to send library staff out to patrons' homes, but how about this: we have a special "tech support tablet" that patrons can check out, and then when they get home, use Skype or some other video chat service. That way, I could actually see what the problem was, read the error messages on their screen, see what lights were flashing, tell them which menus to click, etc.

Really, it'd be offering the same service we currently provide to patrons who can bring their devices to the library, so why not offer it remotely too?

Well, any number of reasons, if you think about it. First, this would still be difficult, and not like being there in person. Second, and maybe more frighteningly, who knows what else might show up on the screen besides tech problems. This was basically the reason this idea went no further.

I mean, I still like this idea, and think it could help people. But it would be tricky, and has a lot of downside potential, so for the time being this is just going to be filed under "maybe someday."



Tags: , , , , , , , ,



Stay-At-Home Library

   January 27th, 2011 Brian Herzog

Library in a messy homeLots of great comments on my previous post about emptying the book box on long weekends - thanks everyone. I plan to bring some of those ideas up with my coworkers, but one comment* reminded me of something else entirely. Laura said:

I know this wouldn’t solve all the long weekend/book drop problems, but what about adjusting due dates so that books don’t come due for one or two days either side of a long weekend. [...]

Laura's comment reminded me of an idea I had long ago (and may have mentioned here before) for a community "stay-at-home" circulation model.

The basic idea is that, when someone checks out a book, they just keep it at their house until the next person needs it. They would get their guaranteed loan period (three weeks or whatever), but then when another person put a request on that item, the first patron would be notified to return it to the library - be it in four weeks or two years.

When the item got checked back in by staff, then the second patron would be notified it was ready for pickup at the library, and then that patron would hang on to the item until someone else requested it.

Crazy, right? I could see this working in the case of a library building project (as a way to keep books accessible and in circulation when the actual library itself is closed to the public), or if a small library wanted to maintain a collection far larger than what the physical building itself can hold.

Of course there is always the risk of library materials getting damaged or lost because they're sitting in peoples' homes longer, rather than on library shelves. But really, we take that risk every time we check something out, and I think part of the program would be to educate patrons to know that they are absolutely responsible for the condition and safekeeping of that item, no matter how long they end up keeping it.

It couldn't be mandatory, of course - if someone didn't want library books in their house for seven months, they could bring them back somewhere. But for those that did keep them, the recall notification process would ideally be automated calls/emails, and I don't know if our ILS could even handle such a thing.

Okay, admittedly, this idea has flaws (i.e., you lose your browsing collection, immediate gratification, and the ability to help all those kids that come in the night before their homework is due). I just think it would be such a great way to really involve the community in the library - the library itself would actually exists within the community members' homes.

 


*I like Laura's idea as a way to deal with long weekends, although I'm not sure it would work for us - we don't charge overdue fines, so the people returning books probably are just done with them, and aren't necessarily pushing to get them in under the due date.



Tags: , , , , ,