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




LISNews Series on IT Security in Libraries

   August 30th, 2011 Brian Herzog

Everybody Cooperate for Safety First signOver on LISNews, Blake has a series of posts on IT security in libraries, and it's absolutely worth checking out. So far there are five parts:

  1. IT Security For Libraries
  2. Practical Tips For Online Privacy
  3. Practical Advice On Choosing Good Passwords
  4. Staying Safe Online
  5. 20 Common Security Myths

It's good for library staff to know and abide by this information, but it is also very useful material for building a online safety program for the public.

Another of my favorite security-related posts is the Email Scam Competency Test, to see if you can tell legitimate email messages from scams. At the end of the test, click the "why" links to see the clues for telling the difference.



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90 Percent of US Doesn’t Know CTRL+F

   August 23rd, 2011 Brian Herzog

I [heart] Ctrl+FI was surprised when I read a recent article reporting that 90% of people don't know how to use CTRL+F.

I don't expect most patrons I work with to know keyboard and mouse shortcuts, but it's obviously more widespread than that. I use shortcuts a lot, and will sometimes get stopped during a meeting or presentation and asked what the heck I just did. Which might be the best way to teach shortcuts - in context and with a demonstration*.

But of course, my first impulse when reading the article was to make a list of common and helpful shortcuts to hand out to patrons - so I added that to my to-do list. There already are lists of available shortcuts, even a list of lists, but I like BoingBoing's approach - make a short-list limited to ten (or three) that can improve everyone's computer experience.

So here's what I've come up with so far (which are Windows-centric) - do you have any more to add to the list?

Shortcut Description
CTRL+C Copy highlighted text
CTRL+X Cut highlighted text
CTRL+V Paste highlighted text
CTRL+Z Undo last action
CTRL+Y Redo last undo
CTRL+P Open print window
CTRL+F Find on page
CTRL+H Find and replace
Right-click With mouse; provides useful menu on just about anything

A little more advanced shortcuts...

Shortcut Description
CTRL+TAB Go to next tab (in Firefox and other tab-based applications)
CTRL+SHIFT+TAB Go to previous tab (in Firefox and other tab-based applications)
ALT+TAB Tab through open applications
ALT+SHIFT+TAB Tab through open applications backwards, but it's awkward (for me) to press these keys
WindowsKey+E Open Windows Explorer File Manager (I wouldn't add this one to the list for patrons, but I didn't know about it so just wanted to share it here)

Again, these are primarily for Windows, since that's what we use in the library. I'll work on making up a handout for patrons and post it here in case anyone else would like to use it too.

It'll be handy for the library, but since most new devices don't use physical keyboards, we'll also have to learn a whole new crop of shortcuts and methods. For instance, a patron wanted to copy/paste something on her iPad, and we had to look it up on YouTube to figure it out.

via Slashdot

 


*When helping patrons, I always point out the shortcut codes on the right of menus - almost everyone misses those. I tell them not to try to memorize all of them, but if they find they're going back to the same menu item often, see if using the shortcut is easier. Of course, Office 2007's ribbons don't display the shortcut codes, so that has changed things.



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Reference Question of the Week – 7/17/11

   July 23rd, 2011 Brian Herzog

Speed Limit Infinity signThis questions wasn't at all difficult, but I thought it was interesting because it was something I thought I knew how to do, but it turns out I didn't.

A patron walks up to the desks and says,

I have some software at home I want to install on my computer. However, there are two install disks - one for computers with a 32 bit processor and one for computers with a 64 bit processor. How do I tell what processor my computer has?

The patron had an XP computer, which is also what I was on at the desk, so that made things easier.

My first instinct was to go to Device Manager, so we did, but no matter where we looked, nothing I could find gave the processor speed. I sure there are multiple ways to find this out, but in the interest of time I searched the internet for is my processor 64 bit or 32 bit xp. The first result was titled What operating system Do I have? A 32bit or a 64bit? | Computer Tips - perfect.

The site itself looked a little suspect, but as we read the page together, the information seemed okay. It gave instructions for both XP and Vista - and the XP instructions guided us to somewhere I never would have even thought of:
Start > Programs > Accessories > System Tools > System Information

Menu path to System Information

When that window opens, look for the Processor line:

System Information dialog box

Here's how the site says to read it:

If it says x86 then you have a 32 bit operating system. If the processor area mentioned ia64 or AMD64 then this means you have a 64 bit processor. If it said Microsoft Windows XP Professional x64 Edition Version then this means it is a 64 bit operating system. However as you can see from above, it says Microsoft Windows XP Professional and the processor starts with X86 so therefore this is a 32 bit processor with a 32 bit operating system.

This answered the patron's question, and since we both learned something, it was a good exchange. The funny part (to me) is that the patron said he was right in the middle of installing the software, and came to the library because it was the only place he could think of that would give him free computer information. He was happy I found the answer so quickly and he apologized for rushing out.

Free is questionable, but quite timely on people thinking of the library as genius bar - all the more reason reference staff need to also provide some degree of technical support.



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An Anecdotal Experiment With Privacy

   March 15th, 2011 Brian Herzog

For the last few years at my library, our public computers all looked the same - Windows XP with a custom wallpaper displaying instructions on how to print. Our setup looked like this:

Wallpaper with printing instructions

A month or so ago, we upgraded to Windows 7, and thought we'd also change the wallpaper.

Our goal in this was to improve patron privacy. The timer software we use is Time Limit Manager (TLM), by Fortress Grand (the little "Time Remaining" clock at the top of the screen above). I like this software because it is very customer service oriented, and patrons don't need to log in with a barcode to start their session - they can just sit down, click "I Agree" to our policies, and go. The timer is basically a courtesy reminder, and for the most part we can get away with using the honor system (TLM does offer additional features for when push comes to shove).

But the main problem we were seeing wasn't that people wouldn't leave the computer - it was that patrons weren't ending their session when they left the computer. This set up the scenario where a second patron could come along and just continuing using the session of the previous patron.

This never caused a real problem in my library, but the potential was there, so we thought the upgrade would be a good time to address it.

With the Windows 7 rollout, we designed new wallpaper, hoping to prompt people end their session when they were finished with the computer. The new wallpaper looks like this:

Wallpaper with privacy reminder

The result? Absolutely no change whatsoever.

I didn't do a scientific survey, but just from the number of times staff has to end the session at an abandoned computer, the privacy reminder didn't seem to affect anyone at all.

I can't believe people aren't seeing this message, so it's tough not to conclude that, at least in my library, most patrons don't care much about their privacy.

So, I wanted to ask the question here - what do other libraries do to get patrons to end their session?



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Knowing What We Should Know

   February 17th, 2011 Brian Herzog

Computer with Question MarkJessamyn's observation on this USB keylogger thing got me thinking - without the context of that article, if I saw one of those in my library, I wouldn't have known what it was.

I would have known it shouldn't have been there, and maybe being plugged into the keyboard would have given me a clue, but I don't know.

This reminded me of a Technology Skills Library Staff Should Have list Sarah posted at ALA Learning (via). I wouldn't expect any staff to recognize a keylogger, but staff do need to be familiar enough with library equipment to recognize when something gets out of whack - printer not working right, copier making funny noises, website down, a monitor cable unplugged, or a foreign device plugged into a computer.

I like her list a lot, and am going to spend some time merging it with the idea from the Wilmington (MA) Library to break tech knowledge up into different levels to form a tech skills matrix.

Tech competencies is a topic I keep revisiting, because it is something that continually evolves - identifying keyloggers are just the latest addition.



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Spy-Tech Devices Found in Library

   February 15th, 2011 Brian Herzog

USB KeyloggerDid you read the story about a library in England that found two devices, designed to steal patron information, plugged into their computers?

It almost sounds like an urban legend, but even if it were it's still a good remind to all of us that this could happen anywhere.

The devices are USB keyloggers - someone would unplug the keyboard from the computer, plug the keyboard into this device, and then plug it back into the keyboard's USB port. With this device between the keyboard and computer, it can record every keystroke made on the computer - including websites visited, username/password combinations, credit information, etc.

The best defense against this is for library staff to check for these, or anything attached to a library computer that shouldn't be there. The article also suggest plugging keyboards into the front of computers, to make spotting them easier.

To notice something like this, of course, library staff must be familiar with what should and what shouldn't be there. I don't mean to be all preachy, but this is a good opportunity to familiarize staff who may not be really tech-savvy with library equipment. And another thing: take a few minutes today and check all of the computers in your library.

Thanks Dale for sending this to me, and it was also on LISNews.



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