Compassionate Computer Help: Supporting Digital Inclusion Goals by Setting Reasonable Limits

Program Type:

Adult Services, Continuing Education
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Event Details

Computer help is a critical part of virtually every public library’s services, and is often recognized as one of the most important ways that libraries support our communities. It is also often a source of frustration, both by patrons, whose expectations are not grounded in an understanding of the service responsibilities of staff, and by staff, who despite their best efforts, may come up short of patron's expectations. In this session, we start with the premise that the first step in providing excellent computer help service is to explicitly define that service. Next, we cover some proven techniques for establishing clear expectations and boundaries that encourage our patrons to learn, and allow library staff to feel in control of the interaction.

Topics covered include:

  • The library’s role in digital equity
  • Computer help as an information service
  • How to triage computer help questions
  • How setting limits benefits library patrons and can prevent staff burnout
  • Tips for setting limits in common scenarios
  • How to communicate limits up front
  • Identifying and managing behavior issues during computer help

Caitie Morphew (she/her) has worked in public libraries for over 10 years. She is currently the Library Services Administrator of Neighborhood Libraries for Carnegie Library of Pittsburgh, supporting branch locations across the city and the substitute pool. Catie received her MLIS from the University of Pittsburgh.

Dan Hensley (he/him) is a librarian with over 15 years of experience designing, implementing, and evaluating library services for adults. Prior to starting his current role as Coordinator of Staff Training and Development at Carnegie Library of Pittsburgh (PA), he was CLP’s Adult Services Coordinator. Dan received his MLIS from the University of Pittsburgh.

This session qualifies for 1 CE hour. Complete the evaluation survey within 30 days to get CE credit (https://www.surveymonkey.com/r/DJWHSQ7). Please allow 1 week after completing the survey to receive your certificate.

This session will be recorded and posted on the ACLA wiki. Completing the survey after viewing the recording will also qualify for CE credit.