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

Front-line client support

When a client is using any ICT based learning package in the library, whether to develop ICT skills or for other learning, it is likely that from time to time some technical snags will arise.

You must be able to assist with straightforward trouble shooting eg: printing problems. We stress the word "straightforward". There is no suggestion that you should possess sophisticated trouble shooting skills: this is the responsibility of ICT technical staff. Rather you should be acquainted with typical, straightforward difficulties which can arise and be able to suggest how these can be overcome.

Do be clear about the boundary between your responsibilities regarding trouble-shooting and when to call on the services of a technical professional.

You probably have had experience of this already.

Before proceeding, note down a few possible problems which may be encountered by clients using computers. (If this is outside your own experience ask colleagues to suggest computer problems they have solved for clients.)

Now let's have a look at some Typical problems ...