[OPLINTECH] Patron Assistance

[Adam Murphy]

I've always drawn the line at hardware problems. If the problem can't be 
fixed by a driver then I'll give them some possible fixes and a few 
places they can have it serviced. I am not going to do any physical 
changes to a device.

For usage and software help I'll sit with them and answer their 
questions. Every Tuesday (1p-7p) patrons can come in for an extended 
1-on-1 session. The rest of the week I try and limit them to no more 
than 20min. On occasion I have helped patrons over the phone but if it 
appears it will take more than 10-15 min I tell them to come in.

I also decline all requests to do tech support at their house.

Adam

On 8/5/2013 10:24 AM, Becky Schultz wrote:
> Hello,
>
> We have more and more patrons relying on us for help with their personal
> devices,  and I would like to know how far staff at other libraries go
> in helping patrons.  We have classes where they can bring devices in to
> learn how to use them, and we will do one on one sessions to help them
> learn to download eBooks or similar, but some people are beginning to
> expect a full repair shop   Where do you draw the line as far as
> software and/or even hardware assistance? We are planning to update our
> procedures, and post a notice that we cannot do extensive diagnostics or
> repairs for personal devices. Any suggestions would be appreciated!
>

-- 
Adam Murphy
IT Specialist
Rossford Public Library
720 Dixie Highway
Rossford, OH 43460
P:(419) 666-0924 F:(419) 666-1989
www.rossfordlibrary.org