[Publib] Computer assistance for patrons

[Cindy Guthrie]

The question of how much computer assistance to give patrons has many
ramifications, a few of which include:

1) Librarians assist patrons in gaining access to books, but do not teach
people to read.  It would seem logical to maintain a parallel approach to
computers --  we provide & facilitate access, but we do not instruct patrons
in the use of the mouse, how to use specific word processing programs, etc.


2) Is it a good use of a professional librarian's time to provide what
amounts to secretarial assistance in preparing a resume or editorial
assistance in proofreading, formatting, and helping prepare a document or
social service assistance in filling out forms (in Michigan, e.g.,
unemployment forms) that Some Authority requires be submitted online rather
than in a paper format?

 Some posters suggest that you CAN'T be too helpful to patrons, but if I am
unable to create a booklist that would assist a number of teachers because I
am using most of my "unscheduled" time at the ref desk typing in
personal information on online forms for patrons, am I making wise decisions
about the use of my time?  It's been my experience that
librarian productivity and creativity are inversely proportional to the
number of mindless clerical tasks expected in any given job.

3) What about liability issues?  It would seem that any direct involvement
in booking a flight, submitting a claim, etc. would leave the librarian and
the library open to legal challenges should some error or problem arise.

4) It it important to develop service standards and prioirities for any
given library not only because of patron complaints ("but that nice
librarian helped me, what's wrong with you") but in order to have some
uniformity of expectations for staff.  This is all connected with the
question of the mission of the library and whether the librarian is
expected to use his/her time to pull together the above-mentioned booklist
and go the extra mile with reference questions or whether techical computer
assistance is considered the most important service the librarian provides,
with other things squeezed in as time permits.  Unfortuneately, a lot of
patrons seem to think the most important service provided by the reference
desk is technical help at a level that could be provided by the average high
school student.

Just a few thoughts......

                        Cindy Guthrie, D.C. Public Library

-- 
"You must do something to make the world more beautiful."  Alice Rumphius
(Miss Rumphius by Barbara Cooney)
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