“Tech support is the key to our future”, wrote Laura Cohen in a post entitled The Accidental Tech Support Librarian. When I read this post, I had an real ah-ha, dawn-breaks-over-marble-head moment. I think that Laura is on to something that hasn’t really been talked about too much in the library world. Tech support has become a real problem in our computerized world. Computers, online systems, and technology play a large part in most people’s day to day lives. Despite the prevalence of technology, problems and issues abound. Laura explains the problem:
Our role in tech support has evolved slowly but surely as our operations have moved online. It’s sneaked up on us and now it’s a part of our (often unstated) mission. I suppose you could say it’s the law of unintended consequences at work. Put something online, and people will have problems using it, so the type of support we provide has undergone a transformation. We’re a service profession and providing help is in our blood, so we forge ahead and try to solve problems that are laid at our feet. We’re accidental tech support staff.
I think this is right on target and is a great explanation of tech support, especially for patrons, in the library. Laura is primarily concerned with the types of problems that remote users have – and she has a point that remote use has created a whole host of support issues. However, I think that tech support is as much of an issue for users within the walls of the library. In my library, we have three lab areas: one is primarily designed for reference use, one is a classroom setting used as an space for bibliographic instruction, a space for faculty to book classes on a one time basis if they need additional technology and as an open lab when a class isn’t in session and the last is an open computer lab that has software in support of classroom use. This means that people in the library aren’t just using library resources. They are also using word processing products, email clients, web-based social software sites, IM clients, statistical software programs, html editors, photo editing software, etc., etc., etc. Traditionally, the library is very different from ITs help desks which don’t often offer specific program support – and are staffed by students in off hours. I’ve noticed that if students are having difficulty with something they often come to the library to ask because there are staff people available – who are willing to at least try and help.
Ultimately, libraries need to decide whether they will provide technical support to their clientele. I personally think that if we offer technologically-driven services, we should be obligated to provide good, reliable and consistent support for them. Going further, we should not provide any service to patrons that we cannot support. Currently, I don’t think that we are doing a good job of providing technical support – specifically because we are still providing accidental tech support in a rather haphazard and inconsistent manner. Laura exhorts us to
. . . be clear about the types of tech support we’ll provide to remote users when the problem rests with their technology setup. Let’s determine who will provide this support, and at what levels. Let’s be sure that staff on the front lines are sufficiently trained to handle common questions and make appropriate referrals. Let’s provide decent Web-based FAQs to assist with basic, recurring issues. And by all means, let’s conduct regular assessments.
Again, my only addition is that we should be doing exactly this but including detailed support guidelines for those patrons who use our services in house.
In my experience, library staff on the front lines provide incredibly inconsistent technical support to our users. Certain staff have a greater understanding of technical issues and are more willing to try and help when problems arise. Obviously, they have only good intentions by trying to help. But are we doing more harm by providing asymetric service to our patrons? Wouldn’t it be incredibly frustrating for a user to ask for help with something like wireless and one day get the right answer and the next get no help at all? Shouldn’t we be able to provide patrons with clear cut and consistent answers to what we can support and what we cannot.
Do I believe that this will be easy to sort out? No, I do not. However, I think we need to make tech support an explicit library service and one which our patrons are aware of. Thanks to Laura for her post – and bringing this subject to light.