September 7th, 2013 Brian Herzog
A patron came up to me at the desk one evening, when things were really slow and most of the computers were empty, and asked,
What is your average availability for computers?
After a little clarification, what he was really asking was, how often is there at least one public workstation available, versus how often are they all in use.
Anecdotally, for my library, mornings and evenings always have available computers, but during the daytime - especially lunchtime and after school - often every computer is in use. I was able to answer this just off the top of my head, which any reference staff person could.
However, the patron really wanted an actual percentage of time the computers are free, so I had to go into our stats. We use Time Limit Manager for our 22 adult computers (we have 10 other public computers also), and the usage report for July 1 2012 - June 30 2013 broke down like this:
- Sessions: 48,192
- Used Time: 1416 days, 22 hours, 27 minutes, 29 seconds
- Unused: 970 days, 6 hours, 34 minutes, 36 seconds
- Avg Session: 42 minutes 25 seconds
If my math is correct, that rounds to 34,006.5 + 23,286.5 = 57,293 available hours total, and 23,286 is just about 41% of the time. So, roughly, 41% of the time we have a computer available for the public to use.
Those seemed like pretty good odds to the patron, and he explained to me why he asked. He said he uses his home computer very little any more, and figured that if he dropped internet access at home, the amount of money he'd save annually could buy him an airline ticket to Europe each year - and he made it clear which of those activities he prefers.
I'd like to go to Europe every year too, but I don't know that I could do without internet at home. However, I think it's awesome that someone find the library useful and reliable enough to plan their life spending - and traveling - around it. And this might be one demographic that wasn't covered by Sarah's recap of Pew's Digital Divide report - people who choose not to have internet at home because they know they can rely on the library for it.
April 6th, 2013 Brian Herzog
This wasn't a very difficult question, and although it didn't have a great ending, I thought it was interesting anyway - and happy we could help because the patron had no where else to go.
A patron walked up to the Reference Desk and asked to use the phone. We generally only let people use desk phones to call for rides or other quick things, mainly to make sure phones are available for staff to answer incoming patron calls.
Since it was fairly early in the day, I asked him if he was calling for a ride, and he said,
No, I need to call email tech support. I called them last night to help with my email, but he said I needed to be in front of the computer. I don't have one at home, so I always use the library computers. I don't have a cell phone either, but I think this computer here in the corner is close enough to the Reference Desk that I could stretch the phone cord across the aisle while I talk to him. It should be a quick call.
Okay, by the time he was finished speaking, all kinds of red flags were waving for all they're worth.
I sympathize with people trying to use technology without actually owning their own technology - libraries are great, but obviously some things are much easier to do at home. However, also obviously, I couldn't allow this patron to:
- block an aisle way by stretching a cord across it
- engage in a phone conversation at the public workstation, since we routinely ask people doing this very thing to take their cell phone call in a different area of the library so as not to bother the other computer users near them
- tie up one of the Reference Desk phones for this long a time - no tech support call in history has been "quick"
Hoping to avoid this situation entirely, I asked the patron what he was trying to do, and if I could help. His answer kind of surprised me:
I've always used Hotmail, but now I'm switching to Gmail. The Gmail people said they were able to import everything from my Hotmail account, except what was in my Drafts folder. But when I went in to move those myself, I accidentally deleted some, so I called Hotmail to see if they could be restored.
First, I had no idea that Gmail offered a migration service, but they do. Neat. Secondly, I think he's right in that he'd need Hotmail tech support to recover deleted messages. I did check his account with him, just to see if there was something he overlooked, but from what we could tell the draft messages in question were gone.
And so, this left us with the original question of how he could use a phone and a computer at the same time. Eventually it dawned on me that he could borrow one of the laptops we loan to the public, and the Reference Desk's cordless phone,* and sit in an area of the library where his talking wouldn't bother anyone. It seemed like a good solution, and he was happy.
45 minutes later(!) he came back, a little dejectedly, and said Hotmail couldn't recover his messages after all. He wasn't entirely sure of the reason, but by this point had accepted it. The messages weren't critical, but he certainly would have preferred to have them. I apologized and we commiserated a bit about technological dependence, then he thanked me for the library being able to accommodate his situation, and left.
So in case anyone was wondering, the digital divide is still alive and well. It also made me wonder: do any libraries loan cell phones to patrons? I'm not an expert on cell phone technology, but I think there are the the kind where patrons could just pay to put minutes on them, so it wouldn't cost the library anything. It would have been helpful in a case like this, or if a patron was going on a trip or something and wanted the security of being in touch. It seems like a good idea, but I'm sure I'm overlooking some vital flaw.
*Our Reference Desk has two phones at the desk (and two computers), as well as a cordless phone in the Reference Office behind the Desk. We carry this with us when we know we'll be away from the desk, because it sure beats trying to sprint back to the desk when the phone rings while you're in the stacks.
Tags: computer, digital divide, email, gmail, hotmail, libraries, Library, migrate, phone, public, Reference Question, tech support