Educate Don’t Alienate

photo by Julian Clark

Print management seems to be one of those perennial topics in the library world.   Not sure why it gets brought up every so often.  I’ve often heard tales of woe from other library staff in regards to the time, money and energy put into these “management” systems.  But why is this such a bug-a-boo topic for librarians?

I would love to say it is because they are all green and want to save the environment.  I would love to say it is because they are budget conscience and want to save money for things like books, computers, salaries, etc.  But honestly what I hear really boils down to “It’s Not Fair!” kind of attitude.  Does that really belong in customer service?

Does putting a hurdle between the customer and what they want equate to good customer service?  Putting said hurdle there just inconveinces the majority of good people and really doesn’t punish the few offenders (there is a way around every system and if they want to find it they will).   So why do we use these systems?

Here is a completely radical idea – don’t charge, don’t monitor, don’t manage but instead educate.  I know people will say but they’ll print reams and reams of paper and use all our toner.  Maybe they will, maybe they won’t.  Maybe we need to be looking at WHY people supposedly print so much.  We need to educate them about the alternatives.  Do customers realize how much paper they use or toner?  Probably not but putting a hurdle such as a print management system in the middle doesn’t really educate them but alienates them.  Why not start a campaign to educate your customers?  Let them know that one “page” on the web does NOT equate to one page of paper.  Do they know how much a carton of printer paper costs?  Do they realize how much toner a printer goes through in a day, a week, a month?  Encourage them to go green or recycle.  Why not encourage them to donate a carton or paper or money toward toner costs.   Don’t put just a sign next to the printer but include this in your fund raising events, put information on your web site and all your social web places as well.  If education is one of the many parts that make up the library whole then let us get to educating the customer not placing hurdles in their way.

Open Letter to All Computer Users

To Whom It May Concern,

As your friendly IT staff member who, for whatever reason, has been assigned to work on or move your computer, may I make a few recommendations?

1. This is NOT your computer.  This computer is on loan from the company for which you work.  Please treat it as such.
2. If you must eat at your desk, please put up your keyboard and mouse before eating soup, chili, pretzels, chips, anything with grease or anything with food in it.  This also pertains to drinking.
3. If you must eat at your desk and you can’t put up your keyboard and mouse – please use napkins, paper towels, toilet paper or better yet LYSOL wipes to clean up after yourself.
4. If you can’t remember to do clean it after each meal – make it your Friday end of day closing ritual.
5. If you can’t make it a Friday ritual, please at least clean it before I have to fix or move your equipment.

I suggest this with love.  Trust me as someone who has to move your computer/keyboard/mouse/printer/etc. I really don’t need to know what you have for lunch just by looking at your mouse pad, wrist pad or keyboard (or in some cases all of the above and the monitor).  Would you want to move a germ ridden, crud encrusted, sticky piece of equipment?  Well neither do I.

I appreciate you reading this and hopefully taking time to order some Lysol (or whatever brand) wipes or possibly a can of compressed air (just be careful you can use it too much and freeze a keyboard or mouse). Keep them in your cubicle so they’ll be handy.

You will find your computer/keyboard/mouse/mouse pad/printer has been wiped down and now in better condition than when I found it.  Please for the sake of the equipment and those that have to work on them – keep it this way.

I thank you in advance 🙂