I have had customers who have become frustrated with using the computers and became upset with me.

Do you have suggestions for how to best handle this situation?

My best general advice is to learn as much as you can about the computers, keep up to date on the technology, and be prepared to apologize. Does that always work? No. The computers sometimes fail. Customers can make mistakes and mess up what they are doing. You may make a mistake. All of this is your fault and you must accept the resulting beatings. All kidding aside, computers cause a lot of frustration for both customers and for you. It helps not to take it personally and to keep your sense of humor.

Many times people who come into the library to use the computers are totally out of their element. This electronic world is frightening, and frightened people are frequently angry, demanding people. You are the Librarian, and you are an expert in all things. So when you can’t help them as quickly as they think you should, or if it is something that you can’t do, they feel even more frightened. Sometimes it helps to make some sort of light comment about having to learn new stuff, but that you will try to work through the issues together. And sometimes, if you are able to fix an issue quickly and they seem to feel foolish, it may be a good idea to downplay your expertise. For instance, they have tried to do something simple and the computer has not cooperated. You walk over and click on the mouse and lo and behold, the computer behaves. I usually make a comment like “It’s afraid of me.” They chuckle and embarrassment is over.

Hardware issues cause major headaches. Nothing is more frustrating to the customer or to you than to have the computer crash. You have to do the best you can. Apologize profusely and try to get the customer on another computer. If you don’t have another computer available, see if you can help at the reference desk. If the customer needed to look something up for example, look it up for him. And print out the results for free.

Printing problems are a big issue and can be highly frustrating. If the printer and computer aren’t speaking to one another or Adobe is not cooperating, I will apologize (notice the trend here) and do everything I can to get the document printed. Generally, that will mean that I will print it at the staff computer for no charge. Good customer service will go a long way in calming the customer down.

Internet problems can be another source of irritation for the customer. There are as many internet problems as there are web sites. The problems may range from blocked sites by your library’s filter to web sites that are down to network problems. Or the web site and your browser aren’t compatible. And don’t forget the confusing job application sites. Patience and education are vital. You will never be familiar with all social networking, blogs or web sites, so don’t let anyone make you feel guilty. Be familiar with your library’s pages, and a couple of good search engines. Share information with other librarians. You may know a lot about several networking sites and someone else may know a lot about job searching sites. Compare notes. If you find a super site on something of interest to many of your customers, post the address on a bulletin board or otherwise spread the word.

Document creation can be a nightmare. Customers want professional looking documents and they expect the librarian to be an expert in all facets of the task. Your best defense is to know as much about the software on your computers as you can. Read, play with the software, and take workshops. Don’t be afraid to ask your colleagues or other customers who you know to be well versed in the software for help.

And that brings me to my last point. Be approachable. Smile. Be friendly. If you don’t know the answer, ask for help. Cultivate your regulars who are good with computers. They will feel appreciated. When your customers see you as another person and not as “The Librarian” even problems go more smoothly.