Hours for tech support -- do we need to worry about liability?
Our library has many patrons who bring in their devices (laptops, ereaders, tablets, cell phones) and ask for help from our technology coordinator. We offer classes on using ebooks and social media and a wide variety of software, but we have an aging population and many folks want personalized help. It can be disruptive to our tech coordinator to drop what she's doing and figure out how a patron's device works or what's wrong. So we're trying a 'tech hour' for four days a week. If you need help with your device, bring it in at 11 on Mondays (or 1 p.m. on Tuesday, etc) and Nancy will try to help you. We will tell patrons that these times are for general operating questions only, not for repairs or complete private software tutorials. Do any of you offer a similar service? Do you include any language to limit any legal liability you might have? Since we won't be repairing devices or anything and just explaining to patrons how to use their own items, it seems we should be okay, but if you have any advice, please share. Thanks Christine Wedge Alpena County George N. Fletcher Public Library -- Christine Wedge Library Development Coordinator Alpena County George N. Fletcher Public Library 211 N. First Avenue Alpena, MI 49707 989-356-6188 x25
We have a technology intern whose main function is to answer tech questions about software and use of their hardware. We too offer classes, but most people want to know when they come in, they don't want to wait for a class. We refer people to the hours that the intern works and they are usually happy that there is someone to help them. If the intern has to physically touch someone's device, we have a waiver that the customer signs. We did this because many times setting would need to be changed or altered and we did not want to be liable for the device. WE have not had any complaints or issues with the patron's signing this form. I've attached a copy of the waiver we use. Valerie Meyerson, Library Director Charlevoix Public Library, MI 231.237.7360 Please consider the environment before printing this message. -----Original Message----- From: michlib-l-bounces@mail.mcls.org [mailto:michlib-l-bounces@mail.mcls.org] On Behalf Of Christine Wedge Sent: Tuesday, August 20, 2013 5:13 PM To: Michlib-l@mail.mcls.org Subject: [Michlib-l] Hours for tech support -- do we need to worry about liability? Our library has many patrons who bring in their devices (laptops, ereaders, tablets, cell phones) and ask for help from our technology coordinator. We offer classes on using ebooks and social media and a wide variety of software, but we have an aging population and many folks want personalized help. It can be disruptive to our tech coordinator to drop what she's doing and figure out how a patron's device works or what's wrong. So we're trying a 'tech hour' for four days a week. If you need help with your device, bring it in at 11 on Mondays (or 1 p.m. on Tuesday, etc) and Nancy will try to help you. We will tell patrons that these times are for general operating questions only, not for repairs or complete private software tutorials. Do any of you offer a similar service? Do you include any language to limit any legal liability you might have? Since we won't be repairing devices or anything and just explaining to patrons how to use their own items, it seems we should be okay, but if you have any advice, please share. Thanks Christine Wedge Alpena County George N. Fletcher Public Library -- Christine Wedge Library Development Coordinator Alpena County George N. Fletcher Public Library 211 N. First Avenue Alpena, MI 49707 989-356-6188 x25 _______________________________________________ Michlib-l mailing list Michlib-l@lists.mcls.org http://lists.mlcnet.org/mailman/listinfo/michlib-l
participants (2)
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Christine Wedge -
Val Meyerson