I received a phone call from a neighboring library yesterday. The pleasant woman on the phone asked if we allow patrons to use flash drives on our computers. I replied in the positive, and asked why they prohibited this. Guess what she said? She said that there was no policy because she’d never heard of flash drives before. She didn’t think flash drives would be a good idea because they don’t even allow patrons to use floppy discs in their machines.

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When I caught my breath I asked and found out that this policy is in place because they’ve had some troubles with viruses in the past. I guess one way to keep your public computers clean is to have them put to little use. To be fair, I just called and confirmed that they don’t have any computers with productivity software loaded. No Word, Powerpoint, Wordperfect, &c. Just Internet Explorer. So I suppose the issue isn’t just floppies or USB drives, but much larger.

I don’t mention this to pick on them or poke fun, but rather because I was utterly shocked about these restrictive and backwards policies. I can understand a library not having the funds for computers or software, but to have computers and be this extremely restrictive?

I’m wondering how this might change my perspective about implementing technology in libraries. How much of an anomaly is this library? My familiarity with things like IM and wireless in libraries and how normal it is for many librarians I know perhaps drastically skews my perception of things. Are there any articles, blogs or books being written about these very basic technologies in libraries? Maybe a number of years ago. It is sad to think that some libraries are frozen in time in this way.

Most of us are Humanities types, I’m sure, and therefore probably have come across Maslow’s Hierarchy of Needs once or twice before. If not, here’s a short explanation.

Maslow hypothesized that there are certain fundamental needs that need to be met before others can. At the base of well-being are physiological needs such as food and shelter. Without these, we have a hard time taking care of the other levels of needs, such as security, love, esteem, and finally self-actualization.

I’m not here to play amateur psychology prof, I just think that this model might be useful for thinking about technology in libraries. Below is a diagram illustrating the levels of technology needs for libraries. Just as in Maslow’s scale, those at the base are core, essential needs that must be met for survival. As we look up the pyramid, we see technologies that can be considered higher functions.

Libraries are different enough that it was take more thought than I’m willing to give this right now to come up with a prescriptive pyramid. This is just a sample of what a tech needs pyramid for a public library could look like. In your tech planning, make sure your base needs are met, whatever they may specifically be. Then keep on building.

My previous few posts highlight the quagmire in which many public libraries find themselves. On one hand there are many public library users that are not terribly adept with technology. On the other hand there are public library users that work with technology on a regular basis and have fairly high technology expectations. If we had unlimited fiscal and temporal resources there wouldn’t be an issue; we could collect resources and equipment appropriate every skill level. In the real world, however, with limited resources, libraries are forced to make decisions pertaining to all aspect of the library. This of course includes technology.

What, then, is the best course to take? Clearly there isn’t one answer that will apply to all situations. PubLibs are accountable to their communities, and every community is different. There are certain things to keep in mind, however, that can guide your library’s decision making process related to technology.

-Include technology in community surveys. These don’t happen very often, but when they do they can be useful in painting some broad strokes about the technology in your community. A survey might tell you whether you’d be better off investing in more computers for internet use or a wireless network.

-Mine public services staff for information. These are the folks that have first hand experience with people’s technology skills. They can give some more details about people’s tech skills. They should also tell you if there are things about the technology in your library which constantly trips up your users (e.g. many people looking for usb drives on the front of your computers and not finding them (something that we’re experiencing as of late)).

-Do trial projects. Dip your proverbial toe in the water. Sufficiently promote the project, and if it takes off, expand it. The trick with trial projects is finding a balance between putting in too much effort and so little that it is automatically dead.

-Spy. Look at other places in your community and what they offer people. If there’s a coffee shop in town that offers wifi and people are using, copy their idea and do it better. If a nearby library is getting more people using their internet computers because they have an easy going sign-up policy, realize that you have a choice to make.

It is most realistic for libraries to aim to be as current as their surrounding community. Less realistic but perhaps more appealing is the notion of libraries being their community’s technology mentor. While I think certain situations warrant that the majority of a library’s attention be given to making sure people’s basic needs are met, I think there are some scenarios in which libraries could lead their communities by purchasing certain types of technology. More on this later.

In conclusion, libraries have the difficult mandate of trying to make everyone happy. Being attentive to the basics of technology while remaining interesting to those that have mastered them is a good challenge and keeps things interesting.

UPDATE to #8

I promised during one of my cybertours (short informational sessions) at the conference that I’d post my thoughts here so that people could refer back. You’re might be doing some of these things already, but you may pick up something.

1. Have a search box into your OPAC on the front page of your website. This way people won’t have to hunt for something they are certainly after. Cost = web developer staff time.

2. Related to #1. If your electronic resources offer remote useage, make these easily available on your website. Barcode authentication is nice. If you’re thinking about subscribing to a database, make the remote access issue a part of the consideration process. Cost = web developer staff time.

3. Have CD burning available for patrons at your workstations. Patrons with slow connectivity at home may want to download large files with fast library connections. Also, they may be working on large documents not easily fit on floppies. Cost = The hardware is not expensive and not too difficult to install. If you’re replacing computers soon the hardware will likely be standard.

4. Related to #3. No dumb computers. I’ve heard Steven Abram (does corporate policy prevent him from blogging? He’s the only vendor I enjoy hearing speak and I bet an Abram blog would be great) state this sentiment bluntly a few times. People have expectations about computers, and ours need to behave like theirs do, but better. Cost = Staff time to configure a protected but free situation. Ghosting software is cheap and a good start. Probably you’ll find a net gain in time.

5. Related to #4. Hassle free browsing. Make sure your users aren’t bombarded by pop-ups from spyware or update/renewal notices for your antivirus program. Allowing these intrusions confuse them. Cost = Perhaps an initial investment of time, but there will be a substantial gain when your users aren’t dependent upon you answering their questions about what to do when something pops up.

6. Answer patron emails quickly. Responding back in 48 or 24 hours isn’t cutting it. Cost = Staff time to answer more questions. If you’re responsive and market this service more people will start emailing you.

7. Use Instant Messaging. There are over 80 million Americans using IM. At least one of them is a patron of yours. Make the library available to them in a relavant way by signing up for a free screen name and marketing it. Make signing on to IM a RefDesk duty. Cost = A bit of staff training time.

8. Have a wireless network available. This is convenient for patrons, and is great PR. Tell your community that your library understands trends in infotech. Staff will appreciate the flexibility of being able to connect anywhere in the building as well. Cost = This will very greatly. However, I’ve spoken with large libraries that have made done this for under $1000. UPDATE: If you don’t have $1K to burn, also keep in mind that you could put one access point in for about $50 if you shop wisely. Typical range is about a 150 foot radius indoors, so one access point can do some serious good!

9. & 10. Use blogs and Really Simple Syndication (RSS) to your advantage. Don’t do it becuase it is trendy, but do it because it can help you. Whether it is a simple staff intranet page, or a new materials page something you’re doing can be made easier by using blogs. RSS can save you time when trying to catch up on professional news. (For instance, you could be reading this through Bloglines and have tons of other pages’ content a click away. Cost = The software is free. Staff time will be involved getting a blog going, but it will save time once it is being used.

Bonus: To stay tech current you’ll need training on anything you implement. Ideally the entire library should be not only aware, but excited about new projects. To accomplish this, get them familiar with the technology and clue them in about the benefits for patrons and staff. If there isn’t a staff supporting and promoting new technology in the library, no matter how flash/fancy/cool/hip/potentially useful it is, it won’t be as successful as it could. Cost = Staff time.

This morning about 20 of us got to the library an hour early for a meeting. On the agenda was some basic library news and updates of library technology projects. The head of the Adult Services and I spoke about networked printing, wireless, books on MP3 and Virtual Reference/Instant Messaging. I made four lists containing five points for each technology as the morning’s handout. It was nice to see somewhat confused and concerned looks ease into understanding as lightbulbs turned bright.

We’ve been doing Virtual Reference for about one year. Wireless has been up and running for a bit less than that. Books on MP3 have been circulating since February and networked printing is three weeks old. Since we didn’t meet to talk about the new technologies as they were implemented, choosing any other choice of time to meet was a bit arbitrary, but necessary. I think it was planned for today because we seemed to have reached a critical mass of new things going on.

It should be the goal of staff technology trainer to get all library workers well versed in the basics of library projects. Patrons should not be met with blank stares if they ask a shelver about a library’s screen name or new self checkout terminal. It is likely unrealistic to be able to meet with every single library employee, but it shouldn’t be unrealistic to get all employees to check a staff blog.

Today we learned a lesson about inkjet printers. You may remember that we’ve recently made the transition to networked printing here. Things are going quite well with that, all things considered, but there was a slight aftermath. The Saturday before we were supposed to flip the switch on the networked printing I removed all of the local printers from the workstations. I piled many of the printers underneath my desk for want of any other space and one of them happned to be upside down for stacking purposes. Who would have thought that inkjet printers have a catch basin for gooey ink directly below where the cartridges rest?

Some of the above gooey ink dripped, clogged up the power button and caused a state of utter consternation. So learn from reading, not experience, don’t leave printers upside down! Of course you probably didn’t need me to tell you this.

I’m learning that being realistic about technology goals is a good thing.

When thinking about implementing new technologies it can be hard to focus on what work will be involved with achieving goals. Often, this is how things go:

1. Realize need, make initial plan for new technology
2. Research and buy new technology
3. ???
4. Reap the benefits!

It is easy to be pie-in-the-sky about starting new projects but this attitude isn’t particularly useful. Even if the technology being planned is supposed to make the lives of staff and patrons easier, there still must be educational efforts involved. Making things easier, or better, still takes work because the technology will alter behavior.

The following is, loosely, how I see step three above playing out:

-Inform staff of upcoming changes
-Write policy for new technology
-Prepare materials (signs, handouts, page on website) to educate patrons – these can also be good for some staff members too
-Plan instructional classes (for staff and patrons) if appropriate
-Theoretical training for staff
-Go live with technology
-Practical (live) training for staff

Perhaps another step should be added after four. The library should welcome feedback from staff and patrons, and evaluate their comments. If the planners don’t happen to be working the front line, then they will not have the same type of knowledge as the people more often using the technology. A goal of any manager should be to not make the lives of people miserable through because of their descisions. Not only would it be a not nice thing to do, but it would also be detrimental to the library.