My best preparation for helping others adapt to this new technology has been to own and operate my own e-reader. I will hereby truly confess that I was not instantly savvy and suave with the gadget of my choice. No, I definitely had a learning curve to climb. Even if you had no moments of confusion or missteps, put yourself in the shoes of your patrons. Imagine helping your not-so-computer-slick grandmother who doesn’t care about keeping up with the tech-savvy Joneses but just wants to read on a device that will allow her to adjust the font size to her liking.
The following are some of the assumptions I bumped up against while getting acquainted with my e-reader. Your patrons may be coming to the library to be disabused of similar assumptions.
1. I know how my device works.
Gadgets don’t come with detailed instruction manuals these days. No, I don’t believe it is the responsibility of library staff to be a walking instruction manual to educate patrons in the use of their devices; just be prepared for some level of ignorance about the features and functionality.
My shoes: I bought my e-reader at a big box electronic equipment store. After waiting 10 minutes for someone “knowledgeable” about e-readers to show up, I was not told anything more than the information I had arrived with and did not even have the opportunity to operate a test device. I learned later while reading reviews of my model that it has a stylus (so sleekly embedded that it was invisible to me) and the capability of writing and drawing note pages—cool!
2. Checking out an e-book from the library is as easy and familiar as checking out any other item.
It is super-easy to purchase a book from the brand’s online store with a wifi-enabled device. Simply locate the object of reading desire, supply your payment info, click purchase and the e-book pops onto the home screen rarin’ to be read. The commercial entities are good at creating a user-friendly process. This sets up a consumer expectation that the process will be equally seamless for a library download. Not so much.
My shoes: As I navigated to the special “digital books” section on my library website (not the regular catalog), I did diligently read the fine print, the list of compatible devices and the instructions for installing the special software to my computer (not my e-reader) that would allow me to download a book many steps later. I managed to download the desired book but then became confused about how to transfer it to my e-reader. I called tech support and received immediate assistance—yay!
3. I won’t have to wait on a hold list for the electronic version of a popular book.
Wrong. Don’t be surprised if you are confronted by disappointed patrons. With the surge in popularity of e-readers, the waiting lists will only lengthen.
My shoes: If I had stopped to think about licensing restrictions on electronic content, I would have realized that, of course, there would be limited distribution of digital copies. But in spite of my insider library knowledge, I was caught by surprise to find that a book I wanted had 3 copies available and 8 people ahead of me. I’ve been waiting over two weeks so far …
Enough assumptions for now. I’ll close with a success story for my library: Seattle Public Library. This is actually my husband’s story. He was attempting to download his first library e-book and ran into a similar problem to the one I had encountered. Only it was 2:00 in the morning. He called the tech support number listed on the SPL “digital books” page. Someone answered the call! My husband was so pleased with the immediate help he received that he asked how he could donate to the library. The tech support person helped him navigate to the online donation form and the library was subsequently $50 better off.
Moral of the story: if your library is proud of its e-book tech support, why not place a “Donate Now!” button right next to the “help” button?

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