Article by Linda Kupferschmid
GSLIS Student, class of 2015; Student in Community Informatics and Youth Services, taught by Professor Kate Williams
Using a computer for the first time can be frustrating, but cybernavigators providing free computer technology support at various libraries are easing the transition to computer literacy. The Urbana Free Library (TUFL) offers free computer support at its Flex-n-Gate Computer Center through its adult library staff and technology volunteers.
Beginning May 3, 2014, TUFL will be providing drop-in times for the public to receive one-on-one support with a technology volunteer. Drop-in times are offered most Saturdays from 3-4 p.m.
Listed on the library calendar as “Computers 101,” this computer support is individualized, one-on-one support along the lines of a tutoring session, meeting the specific needs defined by the patron, rather than a class with formal group instruction. This structure is helpful for patrons requesting extended assistance, rather than single, quick questions.
This includes things such as how to create an email account, how to apply for a job online, how to use anti-virus and anti-malware, how to create a strong password, how to use Microsoft Word, and more.
Kelsey (not her real name) is a 31-year-old female seeking employment at a local business, who recently used the services of a cybernavigator. The job required an online application. The first step entailed creating an account on the business’s website and submitting an email address for verification. However, Kelsey did not have an email account and needed assistance setting one up.
After six tries with various usernames, she found success with one that was not yet taken. Then she created a strong password that she would be able to remember. Each step takes patience and leads to another step. With the support and encouragement from the tech volunteer, Kelsey experienced success in both setting up her email account as well as an account with the business where she was able to verify her email address for future notifications.
Kelsey’s first words to the tech volunteer were “I’m sorry. I’m computer illiterate,” but Kelsey is not alone in her computer struggles. Cybernavigators offer free assistance to patrons without judging them for a lack of knowledge of how to operate a computer or navigate the various web browsers and computer systems.
The support provided by tech volunteers allows librarians the time to provide reference work while patrons receive the basic computer assistance they require at a pace in which they can learn.
The patron and the libraries are not the only ones who benefit from this program; the volunteers themselves gain valuable experience in conducting interviews with patrons to define their needs and provide instructive support without doing the work for the patron. Cybernavigators frequently learn as much as the patron, albeit different lessons. Cybernavigating also requires volunteers to keep current on computer technology so they can give the clearest instruction to new users.
Amber Castens, an Adult Services Librarian at The Urbana Free Library, comments, “Volunteers are a crucial part of maintaining a functional computer lab. While librarians provide a wide range of tech support, tech volunteers can spend much more time working directly with patrons because they don’t get pulled away by other tasks.”
There is great potential to enhance intergenerational connections and community by training teens as cybernavigators. Since teens grow up in the information age and are exposed to technology, they may be able to learn and teach basic computer navigation skills to other generations who struggle with new technology. Teens’ frequent technology use increases their acquisition of skills in this area.
When provided with training on human development and patient interaction with older adults, teens placed in mentoring roles with older patrons will gain from the interaction with these generations. Teens can also use their experience in intergenerational cybernavigating as competencies they can list on job applications and resumes.
Students from the University of Illinois Graduate School of Library and Information Science had the opportunity to serve as cybernavigators as part of a collaborative service project of the Community Informatics course led by Dr. Kate Williams. Overall, the students served at twenty sites in Illinois, Michigan, and New York.
For more information on this collaborative community effort through Community Informatics, please contact Assistant Professor Kate Williams at katewill@illinois.edu. Individuals interested in serving as tech volunteers at The Urbana Free Library may contact Amber Castens at acastens@tufl.info.
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