[Michlib-l] Best Practices for One-on-One Tech Tutoring w. Patrons

[Amy Greschaw]

Greetings, Libraryland! 

Our one-on-one tech tutoring program is extremely popular with our patrons: it's probably one of the most valuable services we provide. We have, however, run into a few issues with the program that I'd like to address in order to make it a better experience both for our patrons and our staff! Our chief issues are: 1. patrons who want to keep attending sessions week after week, either because they enjoy the social aspect, they keep coming up with new issues or problems they'd like to address, or they're unable to retain the skills they've practiced in the initial sessions. If we had unlimited time and staffing, this wouldn't be an issue, but it's gotten to the point that existing participants are making it difficult for new people to make appointments. 2. Folks want us to address issues outside the scope of the program, and we have difficulty conveying to potential participants exactly what the scope of this program is. 

Another issue that's only come up once, but that we'd like to prevent emerging again in the future, is a participant asking a staff member to make changes to her phone, and then believing those changes "broke" her phone. 

So, if you have a tech tutoring program, had a tech tutoring program in the past, or are/were considering one: I'd like to hear from you! I'll list some questions below to jump start your thinking, but please don't feel you need to go down the list and answer each one. Mostly, I'd like to know: if you have a program, do you feel it works for your library? What aspects do or don't work? What problems have you encountered or anticipated, and how did you address them? I'm especially interested to hear if you've made changes to your program over time to improve it or to address certain issues, and how that worked out for you. 

If you have any materials that you'd be willing to share, I'd be so appreciative! Advertisements, sign-up sheets, or anything with wording on it that explains your program to patrons or staff. 

I'll compile and summarize all the responses I receive to send to the list. 

QUESTIONS TO CONSIDER: 



    * How is your program structured? Is it drop-in, by-appointment, or a mixture of both? Are there certain time slots set aside for the program, or are participants free to drop in/schedule an appointment any time? 
    * Who runs the program? Staff or volunteers? Librarians, IT, or other staff? 
    * If you set appointments for participants, who schedules the appointments? How do you keep track of them? 
    * How much time do you set aside for the program? 
    * What is the scope of your program, and how do you convey it to participants? Do you list which devices you will assist with? Do you demonstrate digital library services only, or will you help with other issues? 
    * If you schedule individual sessions, do you limit the number of sessions for each participant? 
    * Have you received any complaints about the program? What were they about, and how did you resolve them? 
    * What sorts of issues do program participants come in with? Which are the easiest to resolve? Which the hardest? 
    * What praise/compliments have you received about the program? What aspect do you think your patrons find the most valuable? 
    * What essential skills should the person providing the tutoring for this program possess? What traits are useful but not absolutely necessary? 
    * How do you identify staff/volunteers to tutor? 
    * Do you have many repeat participants in the program? Does this cause a problem, and if so, how do you deal with it? 

Again: any thoughts you'd be willing to share would be oh so helpful. Much thanks for your time in reading this giant email! 


Amy Greschaw 
Adult Services Librarian 

Belleville Area District Library 
167 Fourth St. 
Belleville, MI 48111 

(734) 699-3291 
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