What strategies can you use to assist patrons with library computers?

1 Assess the needs

Before you offer any help, you need to assess the needs of the patron and their level of computer literacy. You can do this by asking open-ended questions, listening carefully, and observing their actions. For example, you can ask them what they want to do with the computer, what they have tried so far, and what problems they are facing. You can also watch how they use the mouse, keyboard, or other devices, and how they navigate the software or the internet. This will help you understand their goals, skills, and gaps, and tailor your assistance accordingly.

2 Demonstrate and explain

Once you have identified the needs of the patron, you can demonstrate and explain how to use the library computer to achieve their desired outcome. You can use simple and clear language, avoid jargon or acronyms, and break down complex tasks into manageable steps. You can also use visual cues, such as pointing, highlighting, or zooming, to show them where to click, type, or scroll. You can also encourage them to repeat or practice what you have shown them, and check their understanding by asking them to summarize or paraphrase the instructions.

3 Empower and support

Your ultimate goal is to empower and support the patron to use the library computer independently and confidently. You can do this by providing positive feedback, praising their efforts, and acknowledging their progress. You can also provide them with additional resources, such as guides, tutorials, or websites, that they can use to learn more or troubleshoot on their own. You can also invite them to ask for further help if they need it, and remind them of the library policies and procedures regarding the computer use.

4 Respect and protect

When you assist patrons with library computers, you need to respect and protect their privacy, dignity, and preferences. You can do this by asking for their permission before touching their screen, keyboard, or mouse, and by avoiding looking at their personal or sensitive information, such as passwords, emails, or documents. You can also respect their choices and opinions, and avoid imposing your own views or preferences on them. You can also protect their safety and security by advising them on how to avoid scams, viruses, or phishing, and how to log out or delete their browsing history when they are done.

5 Communicate and collaborate

Sometimes, you may not be able to assist the patron with the library computer by yourself, and you may need to communicate and collaborate with other staff members or external parties. You can do this by explaining the situation to the patron, and informing them of the steps you are taking to resolve it. You can also ask for their consent and cooperation, and keep them updated on the progress. You can also communicate and collaborate with your colleagues, supervisors, or IT support, and share relevant information, feedback, or solutions.

6 Evaluate and improve

Finally, you can evaluate and improve your computer assistance skills by seeking feedback from the patrons, your peers, or your managers. You can do this by asking for their opinions, suggestions, or complaints, and by listening to their responses. You can also use surveys, forms, or comment cards to collect feedback from the patrons. You can also evaluate and improve your own performance by reflecting on your strengths and weaknesses, and by identifying areas for improvement or learning. You can also seek professional development opportunities, such as training, workshops, or webinars, to enhance your computer assistance skills.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?