[OPLINTECH] Patron Assistance

[Stephen Cram]

Sadly, I've had to draw the line a few times.  Its awkward to do, but it was
taking up so much of my time I had no choice.
I try to explain that I can only give limited help and have them actually do
the download following our cheat sheet while I supervise.  Most are OK when
I explain it although one woman proclaimed (loudly) that she was never going
to download another Ebook from our Library. 
I think it fits into the category of use your best discretion when talking
to them.  I don't think there's a right or wrong answer.

Stephen Cram
Facilities Coordinator
North Baltimore Public Library
 
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-------Original Message-------
 
From: Becky Schultz
Date: 8/5/2013 10:25:05 AM
To: oplintech at lists.oplin.org
Subject: [OPLINTECH] Patron Assistance
 
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!
 
--
 
Thanks,
Becky
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