[Publib] RE: Internet/computer assistance

[Wynita Worley]

Sharon and Katie are right that a discussion is needed. I think too many in
our profession get sucked into this because we focus on good customer
service and we want to help people. But there is a limit. We should not be
walked on. 

My library has a general rule not to spend too much time with one patron
whether that person is a kid needing help finding resources for homework or
an adult typing a resume. Our role is to provide access to information and
teach people to use those information resources. We are not tutors. When
faced with computer questions (DAILY), I try to remind myself that if I won
t stand there and do a kid's homework, I certainly should not stand there
and tell someone what to write in a resume and give them key-by-key
instruction on how to type it. 

I have made many patrons angry for not doing this in the year I've been at
my new library. But, these are the people who poo-poo my suggestion to sign
up for one of our many computer classes (which I teach) and who completely
ignore the books about computers and programs that I pull off the shelf -
all because they are "computer illiterate" and I can "do it so much better".
These are the people who are unwilling to learn and I choose not to be upset
that I've made them upset. And my director backs me up on this. One person
tying up too much of our time is a DISSERVICE to the rest of our customers. 

These are our thoughts. 

Wynita Worley
Grant County Public Library
Williamstown, KY