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

Levels of Service

   December 16th, 2008 Brian Herzog

503 Error: Service UnavailableSince the outages caused by the ice storm on Thursday, my library has been slowly reestablishing our affected services. First back up was our power and heat and catalog (day two), then wireless internet (day three), then internet to the public workstations (day four).

This progressive-improvement situation made for a good quote. When asked by a staff person if things were working again, the response was:

Everything is working, but we're still working on making it patron-proof again.

It made perfect sense in context, but when I thought about it later, it sounded both funny and counter-intuitive.

Recovering from an unintended power outage really draws a stark line between having something work, and having something work the way we want it to. Just having a computer that turns on isn't good enough - ours also need to automatically log in, track time, connect to printers and the internet, and protect the user's privacy and data. And ideally, do all this without intervention from the user.

On the surface, the answer above might sound like our goal was keep the computers safe from the public. The goal is actually to make sure the public needs to do as little as possible to use our computers (making sure they can do no harm is a side effect).

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