It’s easy, in theory, to delineate between services provided and those things that we don’t really do. Of course I’ll help you find a book. You need an article? No problem! You are working on a research paper and don’t know where to begin? Let me see what books we might have and show you how to use our many databases! Reference questions are my specialty; I love the challenge! Want to know how many dollar bills there are in a pound of bills? How about the fate of particular ships following a war?* I can help you!
However, I will be unable to help you if you seek medical, legal or financial advice. I wouldn’t begin to know why your side hurts right there. No, I will not do your taxes for you. I couldn’t say what forms you would need to file to become legally divorced.
I am finding that these black and white areas of service are not so clear cut when it comes to what we can and cannot help patrons with on the computers. Sure I can show you how to make a reservation and log on to the Internet. Yes, I will show you how to set up a free email account. I will help you with basic problems you might encounter on Microsoft Office programs while working on a project. Our Library even offers one-on-one sessions on basic computer/Internet use if you call ahead to arrange an appointment.
I will not, under any circumstance type a paper/resume/letter for you. I will show you books that might help you. I will not access your credit report or help you with your online banking. I will not keep your passwords on file so that I can supply them to you when you forget. I will not remember your email login and password just because I helped you set up that account two weeks ago.
However, what is our stance on helping the terribly computer illiterate when some agency told them that they need to fill out a form online even though they have no idea where to begin? Normally I would not hover over a patron for an extended amount of time walking them through every box on an online form, but what if that truly is the help they need? No, I would not normally check a patron’s email for them, but that is exactly what I find myself doing for the older man who is going blind and can no longer see the computer screen.
It seems that the line between those computer services provided and those not offered is not even fine but continually shifting. Is offering assistance based solely on the user’s abilities and know-how a fair practice? Or should fair not really be a consideration when offering customer service? Maybe adapting service to the needs of the patron really is offering the best service of all.
*All examples used in this post are actual reference questions, I can’t make this stuff up.
I like your idea of customer service sounds great keep up the good work.