Opinion: Desk computers are needlessly restrictive
Picture a soldier of the Queen's Guard in front of Buckingham Palace, standing amazingly still in front of the American tourists. He is the epitome of discipline and loyal service to her Majesty. Yet, when the tourists walk away to see the Big Ben, I bet even the guard snaps his bubble gum. While we wait patiently for the next library patron at the reserve desk, we could be doing things for our own enjoyment or personal improvement. I can check my e-mail and keep up with the news at the desk (and I do). Sometimes I would like to prepare a budget in MS Excel or type a letter in MS Word. I even like to use Microsoft's simple calculator program. But, none of these non-internet pursuits--even the calculator--are possible at the desk. I think the desk computers are needlessly restrictive.
Of course, a student wrapped up in a deep, thoughtful paper for a class can develop tunnel vision, leaving library patrons effectively their second consideration. Helping library patrons should always take precedence over personal endeavors when we are on the desk. However, if we can imagine a student who is able to keep library patrons first in their minds while preparing a budget in MS Excel, shouldn't we allow this? Instead of locking down many normal computer operations, we would then be expecting that students do not lose sight of their priorities while at the desk.
I hope that the restrictions on these computers can be released so that the library, the student and the patron can all win. Feel free to post comments. Thanks!
Comments
I completely agree, not only that, but lately I was even restricted from viewing a simple online video for an introduction to a class, becuase we the lastest version of flash is not on here, and we are not allowed to update. I know there are ways around the computer restrictions anyways, such as flash drives that allow you to open a program if the file on the disk needs it, so you can easily go around the restrictions anyways, so why have them??
Posted by: Brandon | July 17, 2006 02:01 PM
Thanks for the comment. If we could demonstrate our level of professionalism to those who make policy decisions, maybe we could have the restrictions removed. At Magrath Library (my other place of work), we don't have any problems with students using the full office suite at the desk. Sometimes, my supervisors take advantage of our ability and savviness and give us special projects to do. A carrier pigeon doesn't need her wings to be flapped for her, just a routine to follow. :)
Posted by: Charlie | July 17, 2006 02:40 PM
All right troops, your concerns are registered and staff has discussed them.
We believe that computer restrictions are still appropriate for the following reasons:
1) Wilson Library IT has a policy to configure all desk computers with only essential work related programs to reduce the number of service calls. IT support has been spending an extraordinary amount of time fixing problems on desk computers that were caused by non-work related activities.
2) We can all agree that good customer service calls for attentiveness to our customer base. As Charlie points out, students can certainly "keep library patrons first and foremost in their minds" (and we know you do!). However, recent customer service survey results revealed a trend that many patrons don't find us approachable because we look busy. Keeping library patrons first in our minds is just not enough. All library staff are working to be more proactive about communicating approachability to patrons.
We believe that the majority of projects undertaken with MS office Suite programs (Word, Excel) take attention away from patron services in significant ways and are therefore not OK at the Reserve service desk.
As a reminder, perks at work do include:
- reading at the desk
- unlimited Internet use at the desk
- headphone use while working in Periodicals
Such ersonal projects or entertainment are benefits of working in our unit. They are not the primary reason for your time at work.
Please, continue to post comments, alternate points of view, etc. Or, I am certainly available to talk with you about this decision.
Posted by: Margaret Ostrander | July 17, 2006 03:26 PM
To respond to two more points raised by Brandon and Charlie:
- We are aware that there are "shortcuts" that can be used to access more programs. Unless you discuss your use of these programs with a supervisor, we ask that you abide by an honor system of not using such shortcuts.
- Policies do vary from library to library and from unit to unit within a given Library. At Wilson, things may operate differently from Magrath for a variety of reasons.
- Yes! you are right on that all student workers have so many skills to be shared, like software savviness. We may call on you to use these skills for special projects.
- Beyond the IT issues noted earlier, this policy is part of the larger customer service improvement initiative. (This initiative includes the training that most students attended last week).
Posted by: Margaret Ostrander | July 18, 2006 12:04 PM
FYI, this post is continued by a post entitled, "If you build it, they will come..."
Posted by: Charlie | July 20, 2006 01:48 PM