international · peer reviewed · open access
The Patron-Technology Connection: The Role of Public Library Staff
Abstract
Though much literature has emerged documenting the importance of technology in libraries, little has been written about the library personnel who are often the only conduit connecting patrons with library provided technology, which to those who most need access may be complex and unfamiliar.
In order to gain a better understanding of how staff’s knowledge and skills influence patron interactions with technology, we interviewed public library staff members and patrons of two county library systems seeking to determine areas where patrons require the greatest amount of assistance with technology, how staff acquires their technological knowledge, areas where library staff computer skills are strong or deficient, and steps for promoting an atmosphere where patrons and staff can share knowledge around technology training.
Though this study revealed how the rapid implementation of technology has increased the need for staff qualified to instruct patrons in its use, we ultimately found that most patrons require only basic help, and that library staff members feel confident in their ability to assist. Patrons reported that staff’s skills are an asset to their technology use, but frequently attributed their positive experiences to informal one-on-one instruction, a service that will become increasingly difficult to provide as library usage increases while library funding decreases.
In order to gain a better understanding of how staff’s knowledge and skills influence patron interactions with technology, we interviewed public library staff members and patrons of two county library systems seeking to determine areas where patrons require the greatest amount of assistance with technology, how staff acquires their technological knowledge, areas where library staff computer skills are strong or deficient, and steps for promoting an atmosphere where patrons and staff can share knowledge around technology training.
Though this study revealed how the rapid implementation of technology has increased the need for staff qualified to instruct patrons in its use, we ultimately found that most patrons require only basic help, and that library staff members feel confident in their ability to assist. Patrons reported that staff’s skills are an asset to their technology use, but frequently attributed their positive experiences to informal one-on-one instruction, a service that will become increasingly difficult to provide as library usage increases while library funding decreases.