MARYSVILLE — Library workers in Snohomish and Island counties are trying to keep up with the needs of people who come to them for help with technology.
Two years ago, Sno-Isle Libraries asked people to fill out an online survey about technology use. It was part of an ongoing national research project led by the University of Washington and the Bill &Melinda Gates Foundation.
Based on local results, Sno-Isle added training for librarians, technical and information assistants and library associates. They created a consistent curriculum for technology classes at Sno-Isle’s 21 libraries. The classes cover topics such as internet use for beginners and Microsoft Word, Excel and Powerpoint.
Now library leaders want to know if the changes are helping and what else needs to be done to adjust to the increasing demand for digital resources and technology know-how.
The second Impact Survey is online at sno-isle.org/impactsurvey. It runs through June 12.
The survey asks people how often they use a library and public computers. It focuses on what they use the technology for: are they searching for jobs, looking for books, doing research, browsing online videos or checking social media? Sno-Isle planners want to know what other resources, such as electronic book downloads or on-site printing, are important.
For example, the 2014 survey results showed that people use library computers and printers even if they have access to equipment at home. The survey also revealed that people expect library employees to be able to help them with technology questions.
The results came in not long after Anne Murphy started two years ago as Sno-Isle’s lead librarian for public computing, a new position. The data gave her a starting point for looking at what libraries were doing well and what they could do better.
“One of the first things we realized was that if we’re going to help our customers, we need to help train our staff so they have a certain level of skills,” Murphy said.
Since then, Sno-Isle has trained 42 employees on how to teach technology classes and created consistent lesson plans. The ready-made plans allow small libraries to offer classes that they previously didn’t have the time or manpower to set up.
The Sultan library started offering classes last year. They had five people at their first beginning internet class and seven people at the second. The library’s first Microsoft Excel class, coming up soon, is full with six people signed up.
“That’s really exciting for me because they would not have been able to do that in the past,” Murphy said. “What we’re seeing is there is definitely a need for those types of classes.”
Library district officials also plan to train employees on how to use popular types of tablets, smartphones and electronic readers so they can be more helpful to people who bring their own devices.
The most common requests for help that library workers deal with are downloading electronic books onto a tablet, electronic reader or smartphone, Murphy said. People can ask for help in person, by phone, by email or in an online chat. More than half of the people who took the 2014 survey said they expect a response within 24 hours. It’s easier too keep up with questions when libraries have group classes and employees who are familiar with common devices.
The survey is for people 14 years or older who live in Snohomish and Island counties. Answers are confidential and the survey should take about 10 minutes.
Results are expected to be used in a formal two-year planning document focused on library service. Technology is a big part of that planning, Murphy said.
“We would really like to have a lot of people take the survey,” she said. “If they use the computers in the library even once or twice a year, we still want to hear from them.”
Kari Bray: 425-339-3439; kbray@heraldnet.com
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