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


Reference Question of the Week – 1/4/15

   January 10th, 2015 Brian Herzog

restart dialog boxA patron came up to the desk and asked for me specifically (I was in the office at the time). She said she needs help with her computer, and hoped that I could fix it for her.

The abbreviated version of the story is that her laptop was having problems, so she took it "to the shop" to have them fix it. They said they did, and she never tried it to make sure - she just put it on a shelf and didn't use the computer.

For a year.

Now, a year later, she wanted to use her computer again, but can't remember the password. And can I help?

At least she knew that she had Windows XP, which is something. She didn't have the computer with her, so she said she'd come back the next day.

Which gave me a day to research how to reset or bypass a Windows XP user password, because I had no idea - and it sounded like something that should not be an easy thing to do. However, I found all kinds of websites with all kinds of complicated methods of discovering or resetting the password, including putting password recovery software on a boot disk. Then I found this kid's video:

That seemed easy and straightforward, so I figured I'd try it first - too easy in fact, but, as much as I wanted to help the patron, I didn't think we could really offer support beyond this. Downloading hacking software to a boot disk seemed a bit drastic.

So she came in the next day, and I was shocked that the kid's technique worked flawlessly. Partly because I didn't expect it to be so easy, and partly because it doesn't seem at all safe that it is that easy. But then, this was on a very old laptop with XP.

At any rate, the patron was happy she had access to her computer again - and of course thought I was a genius. I gave her a little talk about updating the anti-virus and getting a year's worth a security updates before she use it normally online, and also told her that XP is no longer supported and maybe think about getting a new computer. She said she got along for a year without a computer at all, so she'll see how it goes.

With a little luck, she may still enjoy XP for years to come.



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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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Arrgghh…

   March 28th, 2007 Brian Herzog

error screen captureThis picture is the error my computer has been displaying for the past week. It happened about a week ago, when my Verizon phone service also went out. I personally think that whatever knocked out the phone came in through the DSL line and also affected the computer, but Verizon's DSL helpline refused to even entertain such a notion. Ah, well.

The good news is that my phone service is back on. I've been searching the internet at work for information on this error, but everything I find has to do with Win2000. I have WinXP, so I'm still stuck without a computer at home. Which make blogging more difficult, but it certainly does force me outside to enjoy the warming Spring temperatures.

Anyway, if anyone has magical solution for fixing this error, please let me know. Thanks.

blue screen of death, computer, computer screen, damn microsoft, dsl, error, error c000021a, fatal system error, logon error, monitor, phone service, verizon, windows xp, winxp, xp



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