Offering Technology Help off the Desk

I would imagine that most public libraries struggle with finding time to help technophobes with technology. In many cases there isn’t time while at the Reference or Information Desk to instruct someone on how to download an eBook, set up a device, manage photos, or use Cloud storage. In their session, “Tech Tuesdays: Taking Time to Teach Technology to Technophobes,” Jennifer Cook and Peter Rudrud of L.E. Phillips Memorial Library in Eau Claire, WI, discussed how they handle staffing issues and teaching technology in their library. At L.E. Phillips Library digital checkouts have grown immensely, with Overdrive being the most popular and what they get the most questions about. They also check out iPads for two weeks at a time. Their first attempt at tech help came in the form of homegrown flyers and video tutorials. They also offered iPad classes focused on teaching patrons downloadable media. Cook and Rudrud asked themselves, how can we offer assistance to patrons with tech questions on a more individual basis AND provide enough time? So Tech Tuesdays was born and offered on a monthly basis with expanded times. The best promotion method for Tech Tuesdays was a news release that appeared in the local newspaper, The Leader-Telegram, and on Wisconsin Public Radio. Tech Tuesdays was listed on the Community Events calendar in the local Sunday paper. They also promoted it via social media and Facebook. They delivered flyers to the local senior center, and created in-house promotional flyers and video monitors. The flyers tell what the librarians can and cannot help patrons with. Some of the challenges they confronted with Tech Tuesdays were patron technophobia and the reluctance to learn (some just want the librarian to do it for them), attendance was either too large or too small, patrons not being able to work devices or forgetting or misplacing their passwords, and patron follow-up. They often expect the same service time commitment they get on Tech Tuesdays when they come back to the library on days that aren’t Tech Tuesdays. So what lessons did they learn from offering Tech Tuesdays? First, librarians need to create or set expectations. They need to realize and be comfortable with the fact that there are limits to what they, as librarians, can help with. Having patience and a willingness to help was mandatory for heading up Tech Tuesday. Being personable is important. For example, learning patrons’ names and calling them by name creates a personable experience. Always look for opportunities for patrons to teach other patrons on skills they feel comfortable with. And finally, always allow the patron to drive as this can empower them.