More Library Tales

[reimero]

For those of you who don't know, I used to work in a public library's IT department. This particular library was particularly forward-thinking when it came to technology, and was one of the first public libraries on the internet, offering internet access back when cable and DSL weren't even options for most people. This library had internet-capable machines at every location. Needless to say, they were constantly in use, and an out-of-order computer was generally a major crisis.

One morning I was out at our newest branch performing a routine upgrade to the computers. This particular upgrade was fairly significant, because it included major updates to web browsers and other software that people were demanding. And the way the old Mac OS used to work, these upgrades were very simple, and I could do several machines at once. So I put the entire block of computers out of order (much easier this way) and begin updating the computers. They all have Out of Order signs taped to the screens.

So the first upgrades are happily underway when a SC (a well-dressed man, probably in his 30s or 40s) walks in and heads straight for the computers. He notices they're out of order, so he promptly flips up the sign and begins using it.

Me> Sir, those computers are out of order for an upgrade. I'll have these done in maybe 5 minutes, if you could please wait.
SC> *cat-butt face* I want to use this computer now. I'm a library patron, so I can use it.
Me> Sir, I'm upgrading these computers, I have to ask you to wait until I'm finished. It will only be about 5 minutes or so.
SC> I don't want to! I'm going to use this computer now.

At that point, the librarian on duty came out and informed the patron that he would have to wait until I was finished or his internet privileges would be revoked. I don't remember if he stormed out or if he actually waited around till I was finished. The sad thing is I know he wasn't nearly the crappiest patron when it came to internet computer (ab)use. I just didn't have to deal with the worst of them.

[reimero]

Speaking of entitled internet-using patrons, we had quite a few other "interesting" incidents. The obvious ongoing battle was the one involving "community standards" (i.e. patrons looking at explicit materials.) This was something my department was actually very much involved with. We had the ability to remote into most of the computers in the library system (out of necessity: a staff of 6 responsible for 8 locations), so we were occasionally asked to verify that patrons were not violating rules.

Now, before anyone gets upset about violations of privacy going on, I need to explain a couple of things: first, there were certain computers that were in locations where patrons could observe librarians but librarians could not easily observe patrons. Second, we figured out very quickly that patrons trying to avoid having librarians see what they're doing exhibited certain specific behaviors (leaning just so, tilting the monitor to a particular not-exactly-useful position, etc.) In other words, there were warning signs, plus there's the fact that some of these patrons didn't exactly cover their tracks very well (think pictures saved on the desktop.)

When this would happen, we'd quickly verify what was (or wasn't) going on and respond appropriately, then we'd have to go take the computer out of order while we wiped the saved documents and internet cache. Let me tell you, some of the stuff we had to clean up... just... eww.

I should probably also mention that the librarians at this library were pretty straight-laced. Actually, that's an understatement. The reference staff voted overwhelmingly in favor of implementing a filtering system before the federal government mandated it. So my department also got to be responsible for maintaining this filtering system. This in itself became a game: the filter had an override password the reference staff could use to unlock sites temporarily for "legitimate" purposes. (In truth, they actually didn't care what you were doing, as long as it didn't have graphic images of things that were inappropriate.) Of course, it became a game with the patrons, as they'd work to figure out what the password was. Initially, the reference staff got a bunch of requests at the beginning of the month, and by the end of the week, everyone knew the override password. So we set up a stronger password system (and yelled at the reference staff about letting patrons look over their shoulders.)

The funniest call I got about the filter was from one of our most straight-laced librarians. This filter was regularly updated with the latest list of known "adult" sites, but some slipped through the cracks. So this librarian called up from one of the branches.

Librarian> I think $filter needs to have a website added, it's not blocking it.
Me> OK, give me the name of the site and I'll run it by $supervisor and take care of it.
Librarian> OK, it's... umm... I don't want to say it... can I spell it?
Me> *chuckle* Sure.
Librarian> *obviously uncomfortable with this whole conversation due to its scandalous nature* It's "L-I-C-K-D-*-*-* dot com."
Me> Ooookay, thanks, I'll take care of that.
Me> *to supervisor* Librarian wants Lickd***.com added to $filter.
Supervisor> I don't think we'll need to kick that upstairs, go ahead and add it.

We got a good laugh out of that, as much because of who called it in as about the name of the website. As I mentioned these were *very* straight-laced librarians.

[Daphne]

I thought being a public librarian was hell on earth. I got out after being with my district for two and a half years. I could no longer deal with idiotic, entitled patrons. I had had enough. Now I have a fantastic job in a great office on the other side of the country, and I could not be happier.

[depechemodefan]

Me> Sir, those computers are out of order for an upgrade. I'll have these done in maybe 5 minutes, if you could please wait.
SC> *cat-butt face* I want to use this computer now. I'm a library patron, so I can use it.
Me> Sir, I'm upgrading these computers, I have to ask you to wait until I'm finished. It will only be about 5 minutes or so.
SC> I don't want to! I'm going to use this computer now.

Ugh! flashback! We had this patron who was really smelly. First he claimed he came in straight from work and told me, when I told him he had to give up the sit-down computer "do you know what working hard is?" and the same day said he was out of work. Anyway, tons of stories about him but one day I put an out-of-order sign on a computer that wasn't working. I even turned off the monitor. He comes in, flips up the sign and I told him "it's not working". He flips on the monitor and says, "It's working" like I'm a moron. I leave him because I know it's not working and he will have to leave it. Hee, he doesn't say anything when he gets up. He's the same guy who wouldn't leave the computer he was on after th police told us to clear the building when this guy ran his car into the building. The librarians kept on shutting off the computer and he would turn it back on.

Also, we had a way to extend time and this little guy just love using the handicap terminal (it was lower and people in wheelchairs can use it). He would sit in the chair for hours, because he was able to watch the librarians extend time and he would extend it himself. Like for 280 min or 2000 min! Honestly, my co-workers were a bunch of pussies. They see him extending his time and won't say anything. I did. He would fly off his handle.

Before we had the new policy about porn, people would look at graphic stuff. ONe day I was giving a tour to a school group and in one aisle of computers each guy was looking at porn. They see the kids and all but one left. The one left is looking at an erect penis. Kids see this gawk and giggle and the teacher is trying to get them to look away. I asked a co-worker if he could say something to the patron (though if the patron didn't want to take off the porn we can't force him) and my co-worker said, "if the kids aren't going to stay up here I can't say anything." Ugh

[reimero]

Oh man, I hear that about smelly patrons! There was one section where a couple of the "preferred" computers were that simply stunk to high heaven. It was NASTY! I honestly don't know how anyone could put up with it.

Anyway, I'm in an academic library now, so I don't have to deal with this sort of thing any more.