I'm bringing this post to Branch to talk about the closing of this post:

In closing, I pose this question: Should public libraries begin to look to next year when there will most likely be even more of a need for technology help? Should we look to establishing year round technology help departments in our library?

Do you think libraries should be investing in developing year round technology help centers?

Technology training for staff and a budget for tech-related programming is key. Last year I held three months of drop-in ereader clinics and had 500+ attendees (easily). Many wanted to know about library ebook lending but a large minority needed basic help with the set-up and maintenance of their new devices. Many went to Target and Best Buy to purchase and then back there for help and received very little support so opening the library to this post-purchase support is key.

The issue is knowledge and training but, even when I was stumped, people were happy that someone was actually attempting to help them with questions.

This year at me new branch I have 4 drop-in clinics planned for Jan. If successful, I will make them a monthly event.

I agree that it's good to meet the needs of the community. My concern is more philosophical, about what it means for a bigger picture when we are enabling corporations (both the creaters of tech and the sellers) to be able to shift the cost of training and support to libraries, for free? The people who make/sell can cut back on training/support as its shifted to us. Of course, for libraries it's not free: any resources, from staff to training to labs, etc., are being used at cost to taxpayers and means that (unless you're lucky) the money being spent to allow big-box to save on training is being taken from another library sector. The stores/manufacturers profits go up; and our money ... does not.

@John: "Technology training for staff and a budget for tech-related programming is key" and I couldn't agree with you more. I am good with Apple stuff, moderately good with Android devices, and good with Kindles. The only reason I have any skill is because I own those devices and have had an extensive opportunity to play with those devices. Having staff "play" with these devices is key. Administration needs to know that staff time spent playing with these devices will lead to better customer service.

@Liz: Glad you chimed in, as your opinions always make me rethink things. I had never thought of it as "enabling corporations (both the creaters of tech and the sellers) to be able to shift the cost of training and support to libraries". Very good point there. Do you think one way to tackle this issue is for libraries to attempt to partner with any of these corporations in exchange for providing tech help? It could be a possible way forward...

Justin, the issue of digital divide within staff is also important -- especially when we take into consideration the pay people get. I know library staff who don't have home computers, etc. -- why should a job responsiblity depend on knowledge of tech they have to buy themselves? "playing" w/ library owned devices help, but speaking personally, what I own is what I truly "know" well enough to help someone else. Otherwise, I'm just parroting a website i found, tbh.

Interesting point Liz. From my experience many box stores point people to their pay-service <ahem GEEKSQUAD> 'scuse me <sniff> and people walk away unhappy with the service (or are unwilling to pay).

But the issue of funding remaining stagnant seems to be an internal issue. If you are creating a new space for your self you need to advocate for those funds (as well as advocating for the fact that library services are not free). I also question whether box stores will entirely relinquish training to libraries when its absence will likely cause them to lose profits as people don't return as customers.

I don't find the argument that when a service may indirectly aid another entity it should be avoided a compelling one.

Justin, that response is exactly why I raise the point, even though I know some people dont' like it when I do! and thank you! Yes, let's think about what it means -- not so we stop doing it, but to think what else we can do. Some things are too big for local libraries (perhaps ALA can hit them up for donations etc), but working at a local level using the local store as some type of resource, tracking numbers to show to the community "we provide this" when money arises, etc are some of the ways we can brainstorm letting peopel know we may provide this.... but it's not free, and we're not going to let you shift cost quietly.

John, I didn't say to avoid it: I said to think it through to try to figure out what it means for the bigger picture. Other examples I've heard are the "we can save money by cutting school libraries because we have public libraries" and any gov't entity that stops making print forms they mail to taxpayers.

I think the issue of funding & corporations off-loading free/low-cost training opportunities to public entities is an important one (although I doubt anyone at B&N, Target or Best Buy HQ are framing the issue that way). I also think that technology training for the public is a major avenue for modern/future reference. I realize it's a difficult proposition, given that many libraries are understaffed & flat-funded at best, but we need to make decisions about where to focus time, energy and staff skills.

Re Big Picture Thinking: Too many variables and generally it just stalls new ideas. I doubt any large corporation is going to cut training because some libraries have the ability to answer technology questions related to their product.

Rather, do it and then time spent examining the results rather than concern over what could happen. After increasing tech training for staff (at the last library I worked at) we saw increases in print and digital circulation, reference interviews and program attendance. Those stats translated into an increased budget (or, at very least, when times were tough, a stable budget).

I see your point, Liz, I just tend to do and then reflect rather than reflect and then do.

I think it is up to the individual library and their community to determine whether this is needed or desired. I am testing out an e-reader clinic (I am only three months into a new job and a new library) and would love to continue if the interest is there. If it isn't I will try something else.

However, if your library is gaining attendance and use from technology training/support and losing funding, I think the issue is with advocacy and not with the initiative itself.

Personally, I don't care if a box-store cuts training or support. I do care if the library is picking up the slack and then not getting additional resources/funding for doing so.

Do it, make noise about the success and need and then cite it as evidence for more funding.

@Justin The best way to learn trouble shooting is to actually do it. I learned as I went. I encourage staff to do the same thing. Find the answers and try to make them stick. If they do not find someone who does know the answer. Many staff would attend the clinics to see us answers patron questions. After a few sessions we had 10 common questions that we could get every staff person trained on.

Would any librarian actually say "We don't answer technology questions here?" Of course not, they would try to find the answer or at very least find someone else to answer the question.

Teaming up with local stores is always a possibility but I have never had any success with box-stores. Small businesses though I have seen success.

to add a very-unique-to-my-library take (that to be honest, I cannot think applies outside my situation) sometimes it is best to just refer people to the manufacturer who expects to provide support. The type of tech & software my users use are so expensive & varied, & so dependent on a certain type of user, that even if we had the money we would have difficulty offering deep support. And, b/c of the money spent, the manufacturer expects those calls to come in.

@liz I agree that quite a few times that (referring to the manufacturer) is the answer to the question. Sometimes the manufacturer is the best option for a timely and correct solution to a problem.

The difficulty in referring to the manufacture is that I would hate it to be something that becomes a crutch for any technology question.

I don't think "deep" support is feasible for most libraries. What we cover is what is covered in the quick start guides, downloading material and basic maintenance. Look at Kindle Support. Gaining access to an actual person is difficult and most patrons have an impossible time navigating the self-help portions.

I don't tend to take into consideration manufacturer expectations before helping patrons.

You all bring up some great points! We held an eBook/eReader clinic today for four hours. In my two hour time slot I only got to work with two patrons -- because they each required an hour of time. While I was helping them, I discovered: 1) They were not eligible to check out our eBooks but they preferred to come to our Library to learn their hardware anyways and 2) They had no idea how to use their device.

For both eReaders I looked at, they were items the Library does not own. So I spent a lot of time winging it. The more difficult aspect was trying to teach people how to press buttons, look at settings, etc.

Great conversation, folks! We're also seeing high demand for technology help from customers. We held >40 classes on e-books/devices between Jan-May 2012 and had >400 people attend. We have >17 planned for Jan/Feb '13. We plan to recruit volunteers to offer more individual tutoring, as I've held monthly tutoring sessions with consistently good attendance, most wanting basic help with their laptops. Good point about referrals- it's a debate we often have. How far do we go?

We've been fortunate to have a Friends group that provided $ for Kindles, Nooks, iPads, Nexus 7 for our libraries. Some staff wanted structured training, but we felt it best to provide a "checklist" of things they ought to know about each device and learn by playing.

Wonderful success @Nicole! I love the "petting zoo" approach to training and my last library had a similar check out process for staff to test out different devices and garner a basic level of proficiency.

My new library is smaller and we do not have the resources so I have taken a different approach by applying incidental training. When a patron comes in with a phone/ipad/kindle/nook/tricorder with a question, I gather my staff (with the patron's permission) for some impromptu training on that particular device. It isn't ideal but it works for a slow progression towards staff comfort.

My month of technology drop-in start in January and I am hoping it is successful enough to warrant a continuing monthly program (and even some funding).

Good luck with the drop-in clinics, @John! I'm sure they'll be a big hit! Our patrons are always so grateful to receive help at the library and often cite us as the only place they can get help that actually HELPS :)

Something we're pondering now is whether or not we should be physically handling customers' devices and what disclaimers, if any, we should be sharing with customers when we offer advice about things like virus scanners, software upgrades, etc. Anyone address this already? This is where the question about boundaries comes in...

@nicole

1) I don't handle the devices and walk patrons through it.
2) If I do handle the device, I ask for permission first.
3) I've recommended apps but not upgrades (in fact I teach a workshop on "Awesome Apps!" Great fun.)
4) We also don't give recommendations on which device to purchase or use. We provide a detailed handout comparing devices that offer "Best for" recommendations.

I wonder if it should be similar to issues with law or medical advice, where we disclaim that we are not medical/legal experts and are only pointing patrons in the direction of information.

"I don't handle the devices" is an approach I take first but I've found that the patrons always want me to be very hands on! Yesterday I setup a Macbook to connect to a TV at a neighbor's house...I used the same ol' line I use at the library..."If you want me to touch your device and try to have it do what you want it to do, I can't be responsible for any errors that may occur." My neighbor replied...of course you can touch it! That's why you're here!

Thanks, @John! We generally don't handle devices either and tend to answer questions about purchases with "it depends" - As we get more into volunteers helping customers as tech tutors, we'll need to articulate better what we can help with and how. Good point about pointing to resources- I've often point patrons to gcflearnfree.org and Microsoft's websites (Windows, Office, At Home, etc.).

Does anyone take the time to make short instructional videos? I've debated but wonder about ROI since there are so many already out there. Plus where to host them. I've wanted to try using the Snapguide app and promote it but might be wrong tool for that audience? It's a fine balancing act- what to offer, when, and how to best meet patron needs.

Disclaimers: this is something we are wondering about at my library because we're considering doing something w/ patrons involving assigning flashdrives for audiobooks, mailing them, people returning and putting on new ones. If we do this, what disclaimers about not responsible if they added files to the flashdrives & we erase it, etc?

Thanks, @Justin! Yes, I think having some wording for staff will be helpful. I think most customers are just grateful to receive the assistance and are willing to risk it, so to speak ;)

@nicole we did this ereader guide rapidcitylibraryebooks.weebly.com some have video tutorials. It has been awhile since it has been updated but still it is a decent template.

Sweet site, @John! Very impressive! We have a somewhat clunky wiki - I'm inspired! I'll have to show it to our tech training team. Any chance we can emulate (aka copy) your format?

@Liz, maybe have something that goes along with the flashdrive that states that anything patrons save to it will be deleted upon return? We have something like that for our public PCs, which are wiped every night.

@nicole We used a weebly template. Go for it, it is very easy to use. If you would like to use the text or videos then please contact Stephanie Bents at the Rapid City Public Library for permission. When I was working there, I gave open permission for libraries to do what ever they wished with the content or to link directly to the page. Stephanie is awesome, she will surely allow the same.

Awesome. Thanks, @John! Will do.

I've created a few video tutorials for different eReaders. They take awhile to do especially since I always seem to get a frog in my throat! I also don't very well off a script so I wing it. However, I know that our staff loves to share the videos with patrons.

I just checked the total number of plays per video and we're at about 200 views per video which isn't that great. Perhaps people are finding the handouts better to follow along with?