Troubleshooting Media Equipment in the Library

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Troubleshooting Media Equipment in the Library

• Holly Steckman
• Area 4
• LIBR 180
• Spring 2005

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Why are computer problems so common?

• More than 122,000 public access computers are
  in use everyday in U.S. libraries. The
  occurrence of a computer not functioning properly
  can be caused by a many reasons
• Patrons unfamiliarity with a computer or
  particular program can cause problems that
  otherwise could have been averted by a more
  knowledgeable patron.
• Computers are used more than any other
  information medium in our libraries. If they
  seem to have more problems than other types of
  equipment, it may just be because we are exposed
  to them more than any other medium.
• Computers are often performing multiple tasks at
  once, and especially when multitasking occurs,
  the likeliness that the processes will work
  properly decreases.
• Equipment such as printers or scanners which are
  connected to the computer could be causing the
  problem, such as paper jams or communication
  problems.

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Media equipment in libraries
A non-working public access computer is similar
to an empty bookshelf Both prevent library
patrons from accessing a world of information and
learning. Bill Melinda Gates
Foundation Libraries of all sizes find themselves
dealing with troubleshooting media equipment.
Some have more technical support than others.
Along with troubleshooting comes other necessary
procedures to keep equipment in working order,
such as maintenance and upgrades, securing
network connections, and keeping up with new
hardware and software demands.
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Tech support in libraries
In-house tech support isnt as common as it
should be. Many libraries deal with technical
problems creatively, often taking matters into
their own hands even if they dont have proper
training.
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Tech support options

• In-house staff Many public libraries dont have
  the resources to hire staff devoted solely to
  technology or to provide adequate staff training.
• Consortiums These offer cost-sharing benefits,
  allowing libraries to secure cost effective
  assistance
• Commercial Vendors Can be too expensive one
  visit from them can cost 600.
• Volunteers Although dedicated, volunteers often
  lack the skills to maintain public access
  computer systems
• Federal Funds Federal funding makes up for a
  small percentage of library budgets
• Do it yourself Many librarians have resorted to
  troubleshooting media equipment on their own.

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The Do-It-Yourself Librarian
Many Librarians find that their best or only
option is to deal with troubleshooting
themselves. Fortunately there are many resources
available to the troubleshooting Librarian and
its not always as difficult as it
sounds. WebJunction A vast website created for
libraries who received computers from the Gates
Foundation without reliable tech support. Library
Journal Many articles have been written on the
topic of troubleshooting, one in particular
emphasizes the convenience and effectiveness of
the internet as the best source for librarians
needing information in troubleshooting equipment
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Tips from WebJunction

• Troubleshooting Be prepared!
• Preparations to take
• Gain and maintain common knowledge Treat each
  problem you encounter as a learning experience.
  If you are involved in troubleshooting a
  technology problem, make sure you see the final
  solution applied. Also, make sure that the
  solutionis made known to all members of the
  library staff to empower others with the
  knowledge.
• Be Safe Do no harm- to yourself or the
  equipment. Avoid static electricity and read
  warning signs on the equipment. Get to know your
  equipment and do not be afraid of it.

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WebJunction tips cont.

• Check the Obvious Look for the problem that
  happened last time to the same piece of equipment
  and try to apply the same solution. Check parts
  of the equipment that are essential to keeping it
  running (plugged in, paper jam)
• Look for Clues Software or equipment will often
  give you clues as to why it is not functioning
  properly. Some are clearer than others (error
  messages vs. patron explaining what they did
  prior to the problem).
• Turn it on again This seems to be the most
  successful technique. You may not learn anything
  from the problem, but it can be effective with so
  many different kinds of media equipment.

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WebJunction tips cont.

• Read the Manual Sometimes it can really pay to
  take a moment and locate any manuals or help
  documents you have. Reading about the common
  problems that the particular equipment encounters
  can often be a life saver.
• Ask for Advice Post a message to a newsgroup,
  electronic discussion group, or vendor forum. Ask
  colleagues and try to decipher if this problem is
  too complex for your level of knowledge in the
  area.
• Watch the expert at work and learn If you get
  direct assistance, be sure to pay attention
  carefully and ask questions. Your newfound
  knowledge will no doubt help you down the road.
• For more informaiton and tips for avoiding
  problems, visit http//webjunction.org/do/DisplayC
  ontent?id7267

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Library Journal on Troubleshooting
This article by Andrew Mutch (summarized) seems
to give more direct help than WebJunctions tips.
He adds a lot of useful web resources for any
particular equipment failure, and touches on the
problems that seem to happen most often in
libraries. Up Tech Creek Without a Geek Your
library is between systems librarians. Or your
resident 'tech-savvy' staff member is on
maternity leave. Or because you can purge printer
jams, you have been suddenly tapped as the
computer wizard and are now expected to resolve
all your library's technology gaffes. Whatever
the reason, though you have no real training in
technology, you must now troubleshoot with the
best of them. Don't despair you can boost your
confidence and knowledge by learning the most
important trick of the troubleshooting trade
when problems arise, turn to the Internet.
Computer techs rely on a variety of online
resources to get themselves out of difficulty.
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Troubleshooting like the Experts

• Go to the Source Look for troubleshooting help
  online at the web site of the manufacturer of the
  hardware or software that is the problem. A key
  feature of many support sites is the knowledge
  base a database where you can search for
  answers, links to downloadable patches, etc.
• When Windows wont close Go to Microsofts home
  for technical support. Use their Knowledge base
  to search terms like problem shutting down.
  Browse through the search results to find an
  article that describes the problem you are
  having.
• Trouble with a Dell drive? At the Dell support
  site, entering the unique service tag number on
  your Dell computer takes you directly to a
  support site specific to your model. The support
  section for your PC or server includes help
  articles, software updates, and a list of drivers
  specific to your hardware and software. From here
  you can use the site searching feature or e-mail
  Dell support directly.

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Troubleshooting like the Experts

• Help with Windows Get to know Winguides. If you
  need to disable a feature in the Windows
  operating system, there is probably a registry
  edit that will accomplish that task.
• Learn some technospeak If you are encountering
  information written by a techie, Webopedia is
  recommended. On top of being able to understand
  Tech language, you will also be able to explain
  in clear terms what your problems are to IT help.
  Also check out Whatis.com for thousands of the
  most current IT-related words.
• Google it! The easiest way to get relevant
  results from Google is to type in the problem as
  a question How do I reformat a hard drive? The
  Google results will include links that range from
  large sites like LabMice to personal Homepages
  focused on a specific troubleshooting topic.
  Regardless of the reputation of the site, always
  carefully evaluate your results to make sure that
  the information provided is accurate, current,
  and applies to your specific model, operating
  system, or application.
• For more information on Troubleshooting like the
  Experts, visit http//www.libraryjournal.com/artic
  le/CA251684.html

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Did you know?

• Library administrators who say their computer
  resources are not adequate for the next two years
  point to needing more computers ( 83), more
  technical support (53) and more training (49).
• Currently very few libraries provide technology
  training for their employees. Only one-fifth
  provides formal training classes for new staff.
• You are not alone in your troubleshooting
  endeavors. Many of us who work constantly around
  media equipment do not receive the proper
  training from our employers to fix these
  problems. But we do have options available to
  us

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Where to turn for troubleshooting assitance
Dell- support.dell.com Google
www.google.com Hewlett-Packard
www.hp.com/cposupport LabMice
www.labmice.net LibNT-L listserv.utk.edu/archive
s/libnt-l.html LinuxNewbie www.linuxnewbie.org M
icrosoft Technet www.microsoft.com/technet
Netscape Unofficla FAQ www.ufaq.org Tech
Encyclopedia www.techweb.com/encyclopedia Web4L
ib sunsite.berkeley.edu/Web4Lib Webopedia
www.webopedia.com WhatIs.com www.whatis.com Wind
ows Registry Guide www.winguides.com/registry
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Sources

• WebJunction http//webjunction.org/do/DisplayCont
  ent?id7267
• Library Journal http//www.libraryjournal.com/art
  icle/CA251684.html
• Connections Volume 1.5 http//www.gatesfoundation
  .org/Libraries/RelatedInfo/Connections/Connections
  Vol15.htm
• Gates Foundation http//www.gatesfoundation.org/L
  ibraries/USLibraryProgram/Evaluation/default.htm
• http//www.gatesfoundation.org/Libraries/USLibrar
  yProgram/Evaluation/default.htm

The end!