[Publib] tech help by appointment

[Andy Barnett]

We are seeing more people coming in needing basic help on e-government 
and job related issues, such as trying to fill out disability forms when 
you have never used a keyboard or mouse, not having the required email 
address or being unable to complete on on-line job application at the 
local box store. Providing this help with our regular staffing doesn't 
work well, since phone callers and other patrons need help too.

Though we have run basic computer classes in the past, we want to move 
to identifying time when staff can give these people the attention they 
need. This might include setting up appointments or just blocking out time.

I know that I have seen such programs elsewhere, so I am trying to pick 
some brains here. Searching the archive didn't help much, as the concept 
is a little vague. So, if you do this:
How much time a week do you devote to it?
What do you call it?
Do you set up appointments or just have a drop in time?
What did you learn and have to change?