To Train or Not to Train
By A. Flinn
Technology or computer training for the librarian, and the patron, has become an everyday issue for most libraries. The librarian not only has to be in constant training for every system or application their library is using, but they also have to be trained in how to pass that knowledge on to their patrons in a clear, concise manner. The question has become, "How do we go about providing better patron training when we ourselves are being overwhelmed by change?" (Krissoff & Konrad, 1998). As librarians, we need to step head long into the digital information age so that we can provide excellent service and professionalism, which most librarians strive or aspire to.
One of the challenges in serving patrons is the diversity or skill set a librarian will encounter. How do you serve, "Info Nots vs. Info Nuts"? (Williams, 1995). Williams suggests for the Info Nots to, "provide instruction in the use of the databases available in the libraries. Focusing on the broader search strategies is helpful so that patrons can see the linkages between a variety of databases." The Info Nots or technophobic can be anyone from children to senior citizens. Librarians need to be able to identify these types of patrons and be able to listen to them to find the best solutions to help them conquer their technophobia. Basic suggestions are, "setting limits on time and content covered, avoid computer jargon, showing patrons how the database can help them specifically, and show them the use of on-line help and allowing times for hands-on experimentation..." (Harrison, 2001). These simple practices will encourage patrons to use these services again. As for the Info Nuts, the dilemma is how to meet their requests for more information or more sophisticated systems. Do we bombard the Info Nuts with so much information that they go into overload? Is it cost effective to pay to access more information just for the Info Nuts?
As librarians, we need to be able to help and serve this wide range of patrons, "from those who refuse to touch a computer keyboard to those who constantly desire more access than the status quo." (Williams, 1995). Library staff should remember that a primary goal of the library is to provide information. "The patron should never be allowed to leave the library empty-handed…. It is far better for the […] librarian to perform a search himself, than for a patron to leave the library without that information."(Harrison, 2001).
Beyond the challenge of serving the diversity of patrons, is the issue of providing computer instruction for home use. Most public libraries do offer these kinds of services; it may just vary to what degree. However, regardless of the degree, all libraries need to ensure they are developing and providing training that is applicable for the user and that patrons walk away from the training feeling they have learned or accomplished something. "The consequences of poor training will be that our users will lose confidence in librarians. They will think that librarians have joined the ranks of others that have fallen under the weight of emerging technologies, and they will see libraries as another institution that is threatened with extinction." (Krissoff & Konrad, 1998).
References
Krissoff, A. & Konrad, L (1998, Jan.). Computer training for staff and patrons: A comprehensive academic model. Computers in Libraries, 18(1), 28 30-32.
Powell-Williams, L. (1995, Nov.-Dec.). Info "nots" vs. info "nuts": Pondering how to serve both. Library Mosaics, 6, 21.
Lucy Harrison (2001). Stress Relief: Help for the Technophobic Patron from the Reference Desk. The Reference Librarian, 33:69, 31-47. doi: 10.1330/120v33n69_04
As an undergrad, I worked at my university's ITS HelpDesk. One of the main duties was to provide software support for students, faculty, and staff. To save time and better assist users with common computer questions, we offered an online database of tutorials with step-by-step instructions and screenshots. It was pretty difficult for any one person to master all of the software we supported, especially on different OS such as Windows, Mac, and Linux. There were usually a couple people on the staff that were our "Mac guys" who would handle the more advanced Mac issues. We also had to drawn the line in some instances when people wanted help with software or services we didn't support.
ReplyDeleteJosh,
ReplyDeleteThank you for your comment. It is good to hear other people’s experiences that have had to deal with issues of training first hand. By the library taking the time and resources to create on-line tutorials, I am sure helped lessen the burden of technology related questions along with knowing when to draw the line of support.
Something interesting that my previous two library workplaces have explored is the use of library paraprofessionals as "computer corps", who would then help patrons with library technology like printing, copying, scanning, and basic OPAC searches. These computer corps staff could even be situated at a reference desk and answer basic directional questions so that the librarians would be freed up to answer actual reference questions.
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