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

Reference Question of the Week – 11/8/15

   November 14th, 2015

Today I Feel: ConfusedThis started out as a simple question, and just kept getting weirder.

On Thursday morning, a patron called asking if she could come in later that day for a one-on-one session. She'd like to work on basic computer skills, she said, because she only uses a computer at the library and senior center, but not very often, so she felt she was forgetting everything she knew in the meantime and wanted a refresher.

Okay, that's fine. But then she said she's also interested in buying a computer, and could I pick one out for her?

Well, I had to stop her there. I haven't bought a computer for myself in like six years, so I'm certainly not an authority by any stretch. I told her I could help her find reviews of computers, and try to explain the basics of computer buying, but I couldn't pick one for her.

She was fine with that, and we made an appointment for later that afternoon.

The appointed time comes, and the patron shows up right on the dot. Despite that, she apologizes for being late, because she said she took the bus and it was a running behind, but I assured her everything was fine.

I set up a laptop with an external keyboard and mouse, because many beginners find those more comfortable to use. But she stopped me and asked me what all that was. I explained the difference between our desktop workstations, with regular keyboards and mice, and a laptop, which has the keyboard and touchpad built in.

Now she was very interested in that, and said,

Well I was up at Barnes and Noble last week and bought a Nook, but I had trouble with it and decided I couldn't afford it so I returned it. I didn't know there was an in-between size of computer [meaning the laptop, in between a desktop and a tablet].

Huh. So then I went on a bit of a tangent about the pros and cons of each of the three styles, and she was already convinced that a laptop is what she wanted to buy. In the course of this little discussion I asked her what she'd be using a computer for, and she said writing letters to friends and printing them.

So we get started by opening Word, and I have her type a little bit to get the feel of the keyboard and touchpad, as well as some Word basics.

When she's ready, we go through the steps to print, and she seems to pick all of that up quickly. I asked her what else she'd like to do on a computer, and she said,

I'd like to buy things from Amazon and Google and Ebay, are those all the same company? And is it safe to do that?

Whoa, that's a departure from computer basics - but maybe not so much these days. So we then talked about the differences between those websites, and the fact that most stores, like Target, Sears, etc., also all have websites that sell products. And that buying online does involve risk, but really, using a credit card at all involves risk, since stores like Target have had their customer data hacked having nothing to do with buying online.

The patron seemed pretty interested in all of this, and wanted to try shopping for something on Amazon. At this point however we were just about out of time for the one-on-one appointment, so our plan was to just run through the steps of searching Amazon and finding product information, but not the buying steps.

Which she was fine with. We go to Amazon.com, and I tell her to type into the search box whatever it is she'd like to buy, and we'd get back a variety of those products to choose from.

What is it she typed in, you ask?


What? She calls up the library asking for someone to pick out a computer for her, and then goes from that to asking about online shopping, and THEN the first thing she wants to buy online is a typewriter?

I did not see that coming.

But I can tell you I'm really curious to find out where things go at our next one-on-one session next week.

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8 Responses to “Reference Question of the Week – 11/8/15”

  1. mmbb Says:

    Quill pen ink refill cartridge!

  2. Kari Whitney Says:

    LOL! I look forward to hearing about the next session!

    Stories like these make me want to be a librarian 🙂

  3. Ally Says:

    Honestly other than the shopping online thing, it sounds to me like a typewriter is what she really wants/needs if all she is doing is typing letters to friends and then printing them!

  4. Brian Herzog Says:

    @mmbb: just wait until she tries to find new ribbon for the typewriter…

    @Kari: if you’re interested, I would highly suggest volunteering in a library as a way to see things like this first hand.

    @Ally: I thought about that, but I think she likes computers and knows there’s a lot more to them. We’ll see next week.

  5. Sunflower Says:

    Maybe she’s a hipster? Hahaha Oh working with the public 🙂

    @Kari – Yes please volunteer or take a job at a library before going for a MLIS. It will help your resume when you do get your MLIS & are searching for librarian positions AND it will show you what a day to day job is in a library. Met way too many graduate library students who had never worked or volunteered for a library but were willing to drop 30k on the degree O.O

  6. Brian Herzog Says:

    @Sunflower: ha, I hadn’t thought of that. If the computer she chooses to buy is a Commodore 64, then we’ll know for sure. Although I hope just having a typewriter doesn’t make you hipster – I have one! Maybe it only counts if you use it in a coffee shop, because I’ve had mine long before hipsters thought they were cool.

  7. Cheryl Becker Says:

    I don’t know why, but I just. . .gosh! I just LOVE this story! Looking forward to the next installment. . .

  8. Brian Herzog Says:

    @Cheryl: unfortunately she cancelled her second appointment for last week, and with the holidays coming up, I’m not sure when I’ll see her again. But I’ll certainly post about it when I do!