August 30th, 2015 Brian Herzog
A patron called one morning to say she that our printer had given her laptop a virus. Huh.
She explained that she had been in the library the day before. Her printer is broken, so she came in to use our Print from Anywhere service. It all worked fine, but now when she opens Chrome, our printer page comes up and she can't get rid of it. Previously her browser always opened into her email, and she wanted me to get that back.
She described the page to me, which turned out to be the print confirmation page. And while telling me everything she tried to do to fix "the virus," she kept mentioning she right-clicks to close tabs. I don't use Chrome very often, so I thought she may have accidentally clicked "set this tab as my homepage" or something like that.
While she was talking I opened Chrome to check, but that was not a right-click menu option. However, in the settings, I found Chrome does default to "Continue where I left off" - which means it just opens the printer page because that was the page she was on when she closed her laptop.
After I explained this might be the issue, she was willing to test my theory, but was clearly skeptical that it could be that simple. However, she typed in her email url, close Chrome, reopened it, and sure enough, it worked.
I told her if she unchecked that option, we could force her email to come up every time she opened Chrome, no matter what she was doing before. She made it sound like that sort of wizardry was unnecessary, thanked me for fixing her virus, and hung up.
She really was kind of upset - well, overwhelmed by the arbitrary whims of technology, more like - so I was happy we could get things back to normal for her. Hopefully this doesn't sour her on the library or the Print from Anywhere service. We shall see.
April 18th, 2015 Brian Herzog
This week's question is really only funny because of an amazing coincidence, and for the ensuing internal embarrassment.
On Thursday this week, a young woman with an Eastern European accent came up to the desk and said she had something she needed to print. She could see it in the email on her phone, but not when she logged into her Yahoo account online - so what could she do?
Our Print from Anywhere service allows people to submit print jobs by email, so I explained how to do that. It's kind of a long email address to type, and when I pulled out our brochure which has the email on it, she said thanks and took it over to a nearby table to actually send the message.
A few minutes later she came up and said the email was sent. I logged into the web print queue and scanned the list to find an email job (by far most of the jobs come through the web interface, so the emailed ones stand out). I saw one, saw it hadn't been printed yet, and released it.
As I picked it up off the printer, I glanced at the front to make sure it printed okay, with no smudges or anything. There weren't, but what I did notice (which is more than I should, I know), was that it was an email from someone named Olga saying she was from Russia and found me attractive. In fact, this is what it was*.
What? I blushed and just handed it to the patron. I thought, well, maybe she doesn't speak English well, and was more comfortable taking time to type all of this out instead of saying it to me. I thought maybe if I just handed it to her we'd avoid that awkward yet common patron-hitting-on-librarian situation. We've all been there, right?
So she took it from me, and then immediately said,
My name's not Olga. This isn't mine.
I took the print back from her, and went back to the print queue. I refreshed it, but no other email print job was listed. Hmm.
We looked at her phone, and sure enough, she hadn't actually sent her message yet. So she did, it showed up, I released it, and she was happy.
Two more comments about this:
- I know this is a common type of spam, but sending it to a library's print queue and letting it lie in wait for a single male librarian to accidentally print it is impressively strategic thinking.
- I don't think the patron picked up on any of this, because she just wanted her print job. I, on the other hand, immediately started looking forward to sharing my ridiculous ego with you.
*I blacked out our web print email address, just in the hopes of cutting down on any future spam sent to it.
March 27th, 2013 Brian Herzog
Last week's reference question reminded me to post about a new service we've just started offering in my library - wireless "print from anywhere" for patrons.
We use Envisionware's LPT:One for our pay-for-print station in the library, which does have wireless capability. But patrons need to install a driver on their laptop, and only really works within the library - which is great for people printing from their own laptops, but we were hoping for more.
A couple nearby libraries were using PrinterOn, and that's what we decided to go with. It is web-based printing, which lets people really print from anywhere - the library, home, the coffee shop in the Town center, their smartphone while standing on the sidewalk, Canada - anything that can get to the internet can now send print jobs to be picked up at my library. Pretty neat.
Getting it Set Up
Of course we kept LPT:One for printing from our public workstations, because it works really well. Our initial intent was to integrate the wireless printing with our existing pay-for-print station, so it would be totally self-serve for patrons. However, when we spoke with our printer/copier management company, the cost of integration was prohibitive (about $4,000, mainly to update the hardware already in place) - especially for a service that we had no idea how much use it would get.
So we decided to do it the cheap way and run everything out of the Reference Desk. We lose the self-service aspect, and staff have to release each print job and manually handle patron payments, but it was worth it for a trial (and, if use justifies the $4,000, I'm sure we can negotiate with the print management company later on).
The PrinterOn software works well and was easy to install. There was a $200 setup fee and about a $500 annual subscription (roughly - and our Friends group provided the funding), and PrinterOn tech support installed everything we needed on our existing network server. The only other cost was that we bought a new printer, because we wanted to offer B&W and color, single- and double-sided printing, all from one printer. The printer we chose was the Xerox Phaser 6500, which, so far, has been just fine.
How It Works
To use it, patrons start at http://www.chelmsfordlibrary.org/webprint, and it's pretty straight-forward. You can upload a file from your computer or print a website, choose between B&W/color, single- or double-sided, and page orientation. Patrons both name their print job and get a job number, so we know which is theirs when they pick it up. There's also an option to print from email - you just email an attachment to our "print" email address (provided by PrinterOn), and the software knows to add the attachment to the print queue.
When patrons come to the Reference Desk, we log into the print queue and locate their job, hit print, and then calculate cost X number of pages after the job prints. We charge $0.15 for B&W and $0.25 for color, and charge based on pages - so, printing double-sided still only counts as one page. We also set it so jobs stay in the queue for 72 hours - after that, they automatically disappear.
Promotion and Results
We've got handouts for in-library promotion, and we're going to try to leave them at other likely spots around town - coffee shops, hotels, etc. It's fairly simple, but anyone is free to use and adapt it for your library if you like:
We launched this service about two weeks ago, and I have been shocked at how much it's been used so far - about once a day, at least. When it was ready, I added a link to our homepage (and mobile and Library Anytime sites too), and we put it on Facebook and in our weekly email newsletter. The next day three different patrons casually picked up print jobs, as if we'd been offering it for years.
But best of all, all patrons have figured out the interface, and no one has had any trouble sending print jobs.* The whole thing couldn't have gone more smoothly, and I love offering library services people can use from home.
*We did encounter one Acrobat PDF that the system couldn't handle - a complex text form that had a special print button built in, but we sometimes have trouble with PDFs on our public workstations, so I can't fault PrinterOn for that.