PCS Forum Minutes - April 2013

Date:  April 23, 2013
Time:  3:00pm – 6:00pm
Location:  Northwest Library

Present – John Wood (IT), Todd Podzemny (ED), Chris Larwig (MAC), Reginald Walker (RE), Anthony Edwards (DN), Michael Molina (SO), Matt Evans (BE), Jacson Melvin(DN), Stephen Boulden (CH), Stephen Go (NW), Timothy Hanna (CH), Roni Anderson (BI), Tonette Woody (DC), Stan Taucer (BI), Keith Hammack (NW), Joshua Jordan (MC), Theresa Porter (WA), Katherine Etzkorn (NW), Gary Stotler (CT), Marcella Lee (AL), Chad Allen (SO), Richard Maxwell (VI)

Meeting called to order at 3:00pm by Todd Podzemny.

Welcome

Julie Ballou welcomed the attendees of the initial “Public Computer Specialist” forum to the Northwest Library.

Introductions

John requested each specialist identify themselves and which library they work.

Purpose

Todd opened with a discussion about the purpose of this forum and what we wanted to accomplish. Also, we discussed what the forum should not be. The group agreed the forum should be used to express concerns, customer issues, to compare notes, for best practices of the job, and offer feedback on different experiences. However, the forum should not be used as a “gripe” session or for customer complaints. Our goal is to provide our customers with a consistent library experience.

Job Description and Functions

There was a general discussion about the Public Computer Specialist job description elements. About half the group work as back-ups to the circulation desk. A question was raised about the availability of trade and professional journals and publications. John stated that in the future, they may be available on the PC Specialist forum or the intranet.

Working With the IT Department

John requested that all computer related issues and problems go through the 2210 number which is to the computer operators. We are to give as much information about the issue and/or problem as possible. He also stated changes to system will come after Jimmy retires. We are not to give out the 2210 number to our public customers.

Guidelines for Working with Customers

The question of whether techs are allowed to touch the customers’ equipment was asked, as customers now have laptops, tablets, and phones. It was decided we cannot have the library at risk so it is better not to touch. We are not to install and/or remove software on customers’ equipment. Some customers are having problems with Windows 8, Yahoo attachments, and Overdrive which we possibly could offer one- on-one training on. One- on-one training is different at each library. On WiFi issues, John stated the library provides the public with the WiFi but it is the customer obligation to provide the equipment. If necessary, we can refer customers to local vendors if they are having problems. DVD/CD drives will not be enabled any time soon nor will printing from the WiFi.

Final Discussions

• No changes will be made to our current computer signup system. 
• Fax and scanners possible in the future for customers.
• Yahoo and drop box issues after power loss is being worked on
• Customer using other people’s card to access our system is a problem at some libraries

The forum will meet twice a year. Next meeting will be around October, 2013. Please use e-mail or intranet for topic ideas.

The meeting was adjourned at 6:00pm.