Long overdue Netguides update
Long overdue update in general, for sure.
Over the past few months, my supervisor and I have been working with Alex “The Boy Scout” to revive our old Netguides program, where high school students are trained for individualized technology help for our patrons. The project has shaken out into 3 stages:
Stage 1: Planning and compiling
This is where The Boy Scout’s help will be the greatest, and will fulfill the requirements for his Eagle Scout leadership project. We didn’t know in the beginning that Alex would not necessarily be working alone; as it turns out, his scoutmates are his minions, and he’s in charge of managing and delegating work to the rest of his troop.
So far, he’s revamped our application materials, as well as a few other odds and ends and is in the process of putting together a general manual for the program. He has also written an article for the local paper about the program, from which we received many inquiries of interest, and set up a table in the library on a Saturday to drum up interest for the program, answer questions, and hand out applications. The Boy Scout’s one busy guy, let me tell you.
Other tasks for The Boy Scout include developing a manual for the Netguides themselves, developing further promotional materials, and helping with interviews, training, and evaluation for certification as a entry-level Netguide. Once this phase is complete, he’s released from all duties, and will be evaluated by his troop leaders for eligibility for Eagle Scouthood.
We received 23 applications total before the deadline on December 15 (1 after which will, sadly, be ineligible), which is really way more than I expected. How many we keep will depend on all sorts of stuff from the next phase. Our plan is to schedule a general information meeting in early January for all of the applicants to explain the next steps in the process, what the commitments will be and how they can meet them, general policies, and setting up quick little 20-minute interviews to get to know them and make sure they’re customer service people.
Stage 2: Training and yet more planning
How many applicants we keep will depend a great deal on how things go in the interviews, and what kind of availability everyone has. We want to make sure we can have decent coverage with whatever group we have, plus backup (since kids are really busy these days, and are also often subject to the schedule quirks of their parents/guardians/caregivers). So yeah, I’ll have to get back to you on that little bit.
Once we pick our starter group, we’ll run three 1-hour training sessions. These sessions will include everything from general orientation, etiquette, basic customer service concepts, dealing with difficult people, time limits, and thinking on the user level. One of my favorite exercises that my supervisor used in the last iteration of the program was teaching people to do everyday things like they’ve never done them before, such as tying a shoe, chewing gum and blowing a bubble, stuff like that. I have another partner exercise where one person has a picture of a house, and they describe it to their partner to draw. This gets everyone thinking outside of their experience, and thinking like the people they are helping.
After the training, we’ll do an evaluation to make sure the Netguides are ready for field duty. I’m thinking a quick on-paper test, then a quick live-action scenario with a willing patron, so we can test their retention as well as their hands-on people skills.
Then comes the scheduling. There are three types of interactions for Netguides: drop-in, on-call, and by appointment. Drop-in nights will consist of 2 hours in the computer lab, where anyone can just drop by and say, “I need help with…,” and spend 45 minutes with a Netguide (Netguides will get at *least* a 5-minute, ideally a 15-minute, break between patrons). On-call will mean having a Netguide chillin’ or doing homework near the Information Desk, where we can summon them to help a patron with any computer needs, including using a mouse, printing a document, or filling out forms online, for example. Patrons will also be able to make an appointment with a Netguide for one-on-one help.
Stage 3: Evaluation and “graduation”
Every Netguide interaction will come with an evaluation form for the patron. Netguides will be encouraged to keep journals of their experiences, if that will help them record their progress or articulate any problems. Since many of the students will be using their hours to fulfill community service requirements for other organizations, having this documentation helps them and us in the long run. It also allows us to evaluate each student’s performance, and find ways to make them happier and more productive in the program, which is important for volunteer retention.
For students who fulfill their 2 hours per month requirement, and wish to move on to other things, we’ll recognize them with a certificate and letters of recommendation and whatnot, and even snacks and pizza. The volunteers who want to stick around will be made into a new and evolved breed of Netguide, who will help train new Netguides and can work on other projects should they choose. The monthly requirement will likely remain 2 hours per month, which isn’t all that much, although we won’t stop them if they want to do more. 
And so the Netguide cycle will begin again.
We’ll also do a little internal evaluation, look over how the logistics are working, and fix anything that needs fixing. It’ll probably also involve writing a small report, so that we can lobby for funding as necessary in the new fiscal year. As it is now, we’re not a line item or anything, but if we do need money for supplies or anything, we can request funding from the Friends.
Many things are still being worked out on the fly. It’s very, very beta. We do anticipate popularity of the program, given that I get many queries on whether or not I do private lessons (I don’t), when we’ll be doing general computer everything basics classes, and when I’ll be doing *more* classes (I won’t). The idea is that the Netguides will help patrons, get the kids the community service hours they need, and take the pressure off me to do more classes than my schedule can sanely allow. Nevermind upholding the reputation of the library as a tech forward and friendly place. Overall I’m stoked, and I’m sure I’ll be way more energetic and enthusiastic with the busy holiday season out of the way.
Happy Hannukah 6 nights in, by the way!
