[Publib] RE: Discontinuing Fax Service

[Dusty Gres]

I am curious. For those libraries that use fax and copier services -- Do you
not have the folks who tell you that they just can't figure out the buttons,
they can't see the printing, they don't understand the instructions, the
machine won't take their money or card, their paper jammed, the copy is too
dark or light or there are streaks...
Do you tell them to call the service or do you stop everything and show the
patron how to use the self-service machine?
I ask because we have staff operated copiers and fax and we have
self-service copiers and fax and the staff time seems to be about the
same...there is always someone who can't or won't do it themselves. 
I just spent a lengthy bit of time on the phone with the Chairman of our
County Commission fielding complaints because a patron felt that since she
didn't understand how to use the self-service copier she should be able to
leave all the items she wanted copied and have us do it for her -- she pays
for our salary and we make money on the copies, therefore we were wasting
her time and our time by trying to show her how to use the copier herself
since she wasn't going to use the copier herself when we were supposed to do
the copying for her....
Turn around time for out of order is another question. For some of our
equipment the closest repair service is 4 hours away...on a good day. That
is if the repairman hung up the phone and got in his truck and started
driving -- with no traffic in downtown Atlanta. <snort> 
When the machines are down you would think that life on this planet will
cease from the gasps and complaints.  Do you have a contract with a
guaranteed repair/replacement turn-around time?
Somehow, we never seem to be able to find a self-service that isn't an
oxymoron....


Dusty Gres
Director
Ohoopee Regional Library System
610 Jackson Street
Vidalia, GA 30474
http://www.ohoopeelibrary.org
"Common sense and a sense of humor are the same thing, moving at different
speeds.
A sense of humor is just common sense, dancing."
William James

-----Original Message-----
From: publib-bounces at webjunction.org [mailto:publib-bounces at webjunction.org]
On Behalf Of Tatar, Becky
Sent: Thursday, September 03, 2009 6:45 PM
To: publib at webjunction.org
Subject: [Publib] RE: Discontinuing Fax Service

We don't offer our own fax service - a company provides the fax machine,
patrons need a credit or debit card to pay, and they can only send.
Otherwise, we keep a list at the reference desk of area businesses that
provide fax services

Becky Tatar
Periodicals/Audiovisuals
Aurora Public Library
1 E. Benton Street
Aurora, IL   60505
Phone: 630-264-4100
FAX: 630-896-3209
bltata at aurora.lib.il.us
www.aurora.lib.il.us





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