The poor, sad OPAC is certainly suffering from a massive identity crisis currently. OPACs have taken quite a bit of heat and have many in the library world chanting the mantra “OPACs sucks” repeatedly. Personally, I think the discussion has been wonderful – and is the first step in what will probably be a long and drawn out process to overhaul our library systems. Today, Peter Bromberg joined in the recent discussions about how maybe it isn’t just the OPACs that we have problems with in a post comically titled Get your head out of your OPAC. In the post, he writes: “How does the quality of the OPAC ultimately affect the total quality of customer experience and customer satisfaction?” Important question. My thoughts – our users are not judging our services based upon our OPACs – not at all. I seriously doubt most patrons waste their time thinking about our OPACs. They reside in the background; people use them when they need to find physical items on the shelf – and they probably have no clue about what a better designed system could actually do. Fixing the OPAC will not make people use the library and its services. Libraries should be focusing on how to improve the overall experience. Improving the OPAC might be one way to help achieve this – but it will only be one part of a much larger initiative.
This week at work, I received a call from one of our reference librarians asking about some trouble that a patron had experienced on the previous evening. The patron was a student in a satellite program that is offered by another institution, but is taught on our premises. This puts the students in the program in a rather difficult situation – they are not technically part of our college community, but they do use our physical resources. Our college provides the space for the actual classes, the students have network privileges on our campus and they have complete access to our on-campus library resources.
On this evening, this particular student came into our library in order to try and print out a syllabus and some documents on reserve. These items were in the course management system used by the college that runs the program – not run by my college. I’m not exactly sure what the exact nature of the problem was – except that the student could not print out the syllabus nor the documents. I’m not sure if the student couldn’t log into the course site, couldn’t open the documents or just couldn’t print them out. Our reference librarian called to ask if the issue could have been related to the fact that all of our library computers have IE7 installed. My response – yes, of course that could be an issue, but I really need specific information in order to troubleshoot. Without any information about the course management system, without access to the courses in question, without a username and password, without actually being there when someone was experiencing the problem, my hands were somewhat tied. Neither could I provide a definitive answer that would solve the problem. After a brief conversation about the problem and what we could do to try and resolve the issue, the reference librarian had a great idea. She thought we should ask the program coordinator for a test account so that we could try and troubleshoot on our end – which is where the students in the program are using their resources. Someone did in fact contact the coordinator and ask for this information – the response was rather curt. There was no need for us to have this information. The coordinator had heard about the problem, was meeting with the student and would work it out. A pdf of the instructions for accessing the course sites was emailed with the hope that our systems person would be able to work things out with that information. Oh and yes, the coordinator explained that the system only worked with IE6 or Safari for Macs. Sadly, this information did not help.
Our systems person (oh yeah, that would be ME) was left feeling frustrated and unhappy – and unable to help resolve a basic technical issue for one of our constituents. Even more frustrating is the fact that I actually use the same course management system in question for my coursework at SCSU – and I use it with IE7 even though it isn’t supported. It works fine with some tweaks to security settings and pop-up blocker settings. As such, it would be fairly easy for me to rework the instructions for IE7 if given the opportunity. Since these students use our resources and need to access their course management system, something needs to be done. At this point, I do plan to sit down at one of our public computers, log in to my course management system and show the reference librarians how it works. Hopefully, they will be able to tell me if this helps the students in question.
Ultimately, I really thought this story helped to illustrate some of the problems of technical support in libraries today. It is a messy, messy situation. With remote access, satellite campuses, distance education, browser issues, personal firewalls, antivirus, wireless, etc., technical support isn’t something that is solely the purview of systems people. All library personnel need to have a better understanding of technical issues in order to provide the best service possible to our constituents. When they don’t, we end up with frustrated and disappointed patrons. I honestly hadn’t really thought much about our agreement to host this satellite program on our campus – and about its impact. This was clearly a mistake. As a result, students are required to use a system that (supposedly) only works with IE6 in a library which only uses IE7. There is clearly a communication issue here – and I’m left feeling as if it is my fault. While it really may not be entirely my fault, it is my problem – as the fact that overall our technical support to our patrons needs to be better. I’m trying to learn from stories like this and hoping to eventually eliminate them all together at some point.