Libraries use volunteers or local help all the time to fill the gaps in the services they provide--program support, shelving, circ desk duties, and sometimes technology. The latter can be tricky, and as Becky Heil from Dubuque County Library in Farley, IA shared,
"I'm really careful here. We always have people saying, 'Oh, get the neighbor kid down the street to do it,' and what we’ve found is that we need to make sure that, number one, they understand library stuff. It’s not like it’s your home computer. They may be a whiz on their home computer and understand how to set up networks, but we have a lot of issues with the public coming in, so we have to keep some things separate. We have issues that they have to understand like filtering, and we want to make sure they understand the library portion of it—why we don’t want the public to have access to the patron database, and those kinds of things. I’m really satisfied with our [contract IT help], because this is what he does in his day job. He maintains a network of about 600 computers at the university—it’s not like computers are his hobby."
Becky continued to describe a scenario in which another company tried to convince her that a particular upgrade that was not supported by their automation software was crucial. Even after Becky shared this important information, "it was as if he didn't listen. He just kept saying, 'but you need to upgrade to that, and I can do that for you.'" For Becky, this exchange was a big clue that this company was not the right fit for her library.
To sum up Becky’s wise words, make sure the person who works on your computers:
- Understands library issues. Look for people who have worked at schools or libraries.
- Is familiar with the implications of public computer issues
- Is experienced with networking and filtering
- Considers computers to be more than a hobby
What else would you add to her list?
Technorati Tags: 
