Patron Interaction Narratives
Every patron, a different need.
As Center Street rebuilds post-Covid, we don't see many repeat, regular patrons who need assistance. Many of our regulars like to sit and hang out, either at a table or at a computer, but they, by and large, tend to be very self-sufficient. Really the bulk of my interactions with patrons are short, one-offs. The majority of our users come sporadically, when they need something like a copy or print out. This makes it hard to build relationships with individuals and thus the community, but it renders the interactions no less important.
Every patron has their own life experiences that inform how they see and interact with the world. As a public service representative for the library, I will never be able to know or even guess what a patron has experienced and how those experiences will shape the interaction I will have with them. What I do know is that it is crucial to treat every patron with warmth and dignity regardless of what they need from the library, and by extension, from me, which can be as diverse as the patrons themselves.
Having successful patron interactions, where the patron has gotten what they needed and been treated to a pleasant exchange, can make brighten someone's day and perhaps even turn a one-time-user into a repeat user.
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Because each patron is unique, no two interactions are ever the same. Every time I teach a patron how to use the copier, for example, is different than the last because the patron is different and the precipitating events in their life is different.
Bernadette
Bernadette attended one Tech-splanations session. After talking to her a bit about what she wanted to learn, we set a goal for her to become more confident using the computer, specifically using the internet. In order to make the time we had together more beneficial, I worked with Bernadette's interests. We ended up searching for Patti Playpal dolls online, and discussing how search engines work. the components of a search results page, and how to navigate between results.
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Bernadette has been back to the library a few times since, and when she's at Center, she remembers and asks for me.
Bruce
During Q4 2023, the Technology & Digital Literacy team is offering computer classes at Mitchell Street and Center Street. As part of that offering, I taught the first of four Getting Started with Computer classes at Center Street on 10/5.
While we didn't have anyone register in advance, we had a walk in named Bruce. Bruce is an older adult--he shared that he was going to turn 74 soon--who wants to learn to use the computer better in order to get a job driving a truck. Bruce was hard of hearing and pretty new to computers, so there were some challenges for me when it came to delivering the course material. But I was able to tailor my instructions and word choices to his needs and provide extra attention. In the end, I think it was extremely beneficial for Bruce to have undivided, individualized attention from a librarian as he learned to navigate using a mouse and keyboard, the internet, and cybersecurity basics. As of writing this, Bruce returned for the second and third classes of the series and intends to come to the final one.
Lester
Lester was a Tech-splanations visitor. He came to two separate sessions to ask questions about using his smartphone. When we were introduced, he already knew the basics of making a call and checking his voicemail, but texting and using a browser eluded him. In the first session, we made quick work of figuring out texting and spent more time talking about using the internet. In the second session, we reaffirmed what Lester had learned in the first visit and added a few new tips, like opening and closing tabs.
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Lester stopped in a third time, outside of Tech-splanation hours, to ask follow up questions and let me know that he got a job working the front desk at a senior facility and would no longer able to come to Tech-splanations.