[Publib] Library-based IT Troubleshooting Services

[Rob Amend]

I've been thinking about something like this for our branch. We have the
added benefit of a local nonprofit that provides computers and training for
people in need, but they are centrally located in the city. Our library
system could offer numerous locations throughout the county, allowing them
to reach more people.

I already encourage people to bring their laptops into the branch if they
run into difficulties with hardware or software.

Rob Amend
Reference Librarian
rob.amend at gmail.com
blog.reftechrob.com


On Mon, Aug 17, 2009 at 4:43 PM, Michael Schofield <mschofield at neflin.org>wrote:

>  In the "Missing the Boat ..." thread, I posted:
>
> "We can and should think about competing with IT troubleshootingservices
> like Geek Squad. As computers become more and more affordable, the more
> common they become. Geek Squad et al. charge an arm and a leg for simple
> services any IT prof. can troubleshoot with a little
> know-how. "
>
> and Jesse Ephraim wrote:
>
> "There is a huge market among patrons for that type of service, and it is
> a largely untapped one.  I help patrons with laptop issues, Excel
> spreadsheet formulas, loading audiobooks on mp3 players and cell phones,
> etc.  They are usually very excited that someone was willing to help
> them without charging them."
>
> And I just wanted to nudge this into its own thread. I've had some
> seriously positive feedback when I troubleshoot hardware, but the reason
> I brought this up in the first place is because at least in the public
> library where I'm employed, the county looks down on such help on the
> reasonable offchance that if a county employee buffoons a laptop, the
> county could be liable.
>
> I'd wager good policy-making and a worthy disclaimer could make a service
> like this mainstream, even marketable. Are there libraries over the
> ether that have exploited this successfully - or shunned it completely? Is
> anyone talking about it?
>
> Geeky,
>
> Michael Schofield
>
>
>
> -----Original Message-----
> From: "Jesse Ephraim" <jephraim at roanoketexas.com>
> To: <publib at webjunction.org>
> Date: Mon, 17 Aug 2009 14:30:54 -0500
> Subject: RE: [Publib] Missing the Boat (or Getting Wet, at least)
>
> >I know public libraries exist to serve the communities, but
> >it might not hurt to think in terms of "Who can we draw away
> >from other businesses?"
>
>
> In many cases, though, we can gain just as much by looking at how we can
> supplement other businesses and work with them.
>
>
> >We compete against bookstores already;
>
>
> I don't think that we do, though.  A lot of folks use both, for
> different reasons.  For example, I rarely (if ever) get fiction titles
> from libraries, because very few carry the bizarre and really obscure
> stuff that I like, much of which isn't even available via ILL.  Most
> bookstores don't carry them, either - I go to Amazon for that.
>
> When I worked in a bookstore, long ago, I regularly sent people to
> libraries for items that were out-of-print or that were needed by the
> next day.  As a librarian, I often send people to B&N or Amazon for
> books they need immediately, or for items that we don't have yet.  I
> have done storytimes in bookstores before, and even helped out at the
> big Harry Potter release party at a B&N near Dallas.  The B&N near the
> last library I worked at gave us some very nice fixtures that they
> didn't need anymore.
>
>
> >- on the digital front we can compete against services
> >like rhapsody and itunes (e.g. Overdrive), but the available
> >collection has to expand dramatically (which means we should
> >all be concerned with and talking about DRM as laws are being
> >passed ///now///).
>
> The one thing that has kept me away from Overdrive is their business
> model.  They require you to pay for individual titles, and charge as
> much or more as it would cost to simply purchase the item.  I would go
> with them if they had a buffet plan, though, like NetLibrary has for
> audiobooks.
>
> In general, though, I agree with you.  DRM is a real problem, but I have
> hopes that it will become less draconian as time passes.
>
>
> >We can and should think about competing with IT troubleshooting
> services
> >like Geek Squad. As computers become more and more affordable,
> >the more common they become. Geek Squad et al. charge an arm and a leg
> >for simple services any IT prof. can troubleshoot with a little
> know-how.
>
>
> There is a huge market among patrons for that type of service, and it is
> a largely untapped one.  I help patrons with laptop issues, Excel
> spreadsheet formulas, loading audiobooks on mp3 players and cell phones,
> etc.  They are usually very excited that someone was willing to help
> them without charging them.
>
>
>
> Jesse Ephraim
>
> Director, Roanoke Public Library
> 308 S. Walnut
> Roanoke, Texas 76262
> (817) 491-2691
> jephraim at roanoketexas.com
>
>
>
>
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