3.3 Provide appropriate ICT support to the client

Table of Contents

1. Using in-house learning packs to develop ICT skills
2. Front-line client support
3. Typical problems
4. Referring clients to sources of support external to library

Using in-house learning packs to develop ICT skills

Most public library services have a wealth of in-house learning packs whose aim is to develop ICT skills, ranging from beginner to advanced level. You should examine the packages in your library so that you are completely familiar with their content and level. This enables you to make the most informed choice when recommending a package to a client and to be absolutely confident that the client will benefit from it.

Select three in-house packages which develop basic ICT skills such as: Using PC hardware Using files and folders (directories) Using the Internet Keyboarding skills Try out each of the three packages to evaluate: Level (absolute beginner to expert user) Duration (how many hours to work through whole package) Approach (friendly to overly formal) Ease of use Presentation (is it attractive and encouraging for the learner?)

Let's look now at Front-line client support ...