Let's learn it together

When I visited Plumas County Library, I had an opportunity to sit down with the staff and learn how they keep their public computers running. Everyone had different ideas to share, and one idea in particular has stayed with me.

Rather than keeping everything in her head, Linda Hale, the librarian from the Portola branch, writes down steps for basic troubleshooting and other important technical information, and leaves it at a spot where the library staff can find it. So, when her substitute, Laura Ashkin, arrives, she can use the information Linda recorded to help her if something goes awry, or if things have changed and she needs to be updated. Laura was visibly happy with the work Linda performed to help her do her job, and has likely learned more about technology because Linda shared this valuable information with her and because Laura is more actively involved in maintainance tasks.

In New Mexico, Phyllis Reed, from Ruidoso Public Library, takes a similar approach, only she has expanded the written notes by empowering her staff to learn more about the public computers. Starting with "definite instructions for everything," she also encourages--almost mandates--that her staff is responsible for tasks related to keeping the public computers running. Phyllis explains her ideology here:

“I like being accountable. Those computers are in front of you. You should be able to help those people with those computers. They're right there so what makes you think you need to call on a tech person to come running out here every minute? It doesn’t work that way in a small library. We just can't do it. But I think that's the way it had been when I came, and changing over to making everyone realize that they can do it has been one of the greatest challenges. But it's so fun when I hear them say, ‘I did it.’”

Over time, Phyllis’ staff has learned more and more, and her library needs extra help less and less. And, lest I forget my favorite quote from Phyllis, one that makes me smile each time I hear her say it:
“You can’t know everything. I can’t know everything. Let’s learn it together.”

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