[Publib] Internet Assistance

[Jill Hartmann]

I started this thread when I asked how others handle requests for 
assistance with Internet-based transactions that require inputting 
personal information, because we are in the process of developing a 
policy. I was feeling guilty as a manager because it hadn't occurred to 
me sooner to do this. Not wanting to reinvent the wheel, I checked other 
libraries' web sites for Internet and/or reference policies, but 
couldn't find that anyone else had addressed this particular issue, 
which is why I posted to Publib. It is comforting to know that other 
libraries are facing the same problem, and that I am not the only 
manager who is behind the curve on addressing the issue.!

The following is the language that I have proposed adding to our 
reference services policy regarding Internet services provided by the 
reference staff. If anyone has any suggestions for improvements, I would 
be happy to hear them. Based on comments by others who would like 
policies in their libraries, you are welcome to use/modify this language.

Internet Assistance is provided to help patrons develop search 
strategies for locating information in free, publicly-available web 
pages and databases as well as in online databases that are paid for by 
the library, Lakeshores Library System or the State of Wisconsin 
Department of Public Instruction. The reference staff will not enter 
personal data for patrons who are conducting transactions at web sites 
requiring this type of data entry, but they will provide navigational 
assistance to the best of their ability.


We also have a section in our reference services policy which addresses 
instructional assistance, which in the old days, referred to using the 
catalog, paper indexes, etc. We will be adding the following langauge to 
that section:

Reference librarians teach regularly scheduled classes on a variety of 
personal computer topics, including the use of Internet browsing 
software. One-on-one assistance in the use of Microsoft Office products, 
Internet browsers and other software products available on the library's 
public access computers is provided on a very limited basis. The amount 
of assistance available at a particular time will vary, depending on the 
level of reference desk staffing and the demands on the staff's time.

Thank you everyone for your responses!

Jill


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Jill Hartmann	Head, Adult/Extension Services	Racine Public Library
75 Seventh Street	Racine, WI  53403
262-636-9247	Fax 262-636-9225	hartmann at racinelib.lib.wi.us

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