Technically, I’m a technology librarian. That means that I know kind of how to make the computers behave themselves under ideal circumstances. Under less-than-ideal circumstances, I can either call tech support and spend hours on the phone or gracefully give up and text our IT contractor. However, there’s a decent handful of problems that I can manage on my own.
In a strictly professional sense, SupportAssist is one of these. However, I am not emotionally qualified to handle this cringingly horrible piece of Dell bloatware. Every time it does a new weird thing, which is about once every other week, my heart falls.
Even when SupportAssist is working correctly, everything about it is annoying. For example, when it’s processing, it flashes three little waiting dots. One two three. Right? Dot 1 flashes and goes out, dot 2 flashes and goes out, dot 3 does the same, then repeat. Right? RIGHT?
SupportAssist’s first dot flashes correctly, but the second and third flash together. Simultaneously. Every. Single. Time. Even though it’s a stupid superficial thing that doesn’t matter at all, the obviousness of this bug galls the hell out of me. It looks so bad. Also, if your intuition tells you that someone who missed that glaring issue might have missed others, then give that intuition of your a big wet smack on the lips, because it’s a winner.
Problems with SupportAssist abound. I could schpiel on for days about the nonsense I’ve endured with this damnable program, from times I’ve tried to remove it (it reinstalled itself) to times I’ve tried to update it because it was being an enormous heckin’ vulnerability. (Incidentally, during that fascinating episode, SupportAssist actually refused to install. What a world!)
For the past several weeks, I’ve been trying to stop SupportAssist from forcing popup notifications on our patrons. These are just update requests, but they require an admin password, and patrons, skittish darlings that they are, aren’t equipped to deal. Anyway, making any change to these computers requires turning off our disk imager, DeepFreeze, before I make any changes. There are a couple of restarts involved. The process is a bit of a slog, but it’s worth it because DeepFreeze is a great piece of software that keeps everybody’s filthy data off our nice clean library machines.
So I’m not sorry that I’ve been unfreezing and freezing our DeepFreeze clients for the last month, trying to figure out how to make SupportAssist stop yelling at our patrons. That’s just part of the game. I’m also thrilled that our IT consultant figured out a lasting fix – yay! What maddens me is that today, when I tried to apply said fix, I discovered that the issue had begun because SupportAssist had either a. tried to update itself and installed a bad version; b. become universally corrupted on all computers and decided to watch the world burn instead of working; c. decided to ask the user before updating its own bad self while also not being capable of doing that because it was too broken; d. all of the above.
I’m going to go with d. Somehow, it’s d.
That meant that I had to reinstall SupportAssist on each machine just so that I could tell it to never notify the user about its need for updates, driver or otherwise, ever again. It took…a while. I spent a lot of time watching its little waiting dots.
On the bright side, it does seem to have worked. As a certain TV hero once said, I love it when a fix comes together, at least long enough for the program to un-toggle it and/or go wonky so that I have to go back in and start all over again.
Until next month, SupportAssist.
Librarians are in an odd position, technologically. This is especially true of those lucky/unlucky folks who join me as the motley crew of the Good Ship Tech Librarian. We’re well informed enough to be afraid of the decline of net neutrality, “free” services, social engineering, and the weaponization of personal data. At the same time, being capable with Google Drive, WordPress, LinkedIn, and Instagram is allowing us to bring services to our patrons that we’d otherwise be unable to provide. Concurrent document sharing alone is a powerful tool that we’d have to pay hundreds, even thousands for if we weren’t paying with our data already.
At the same time, it is scary. Worst of all, we see patrons suffer when they don’t have access to these services. Kids without computers at home come to the library to log on to Google Drive to do their homework. Mom still working? Nobody to drive? That homework isn’t getting done. The looming threat of the digital divide isn’t going to hurt librarians. It’s going to hurt our most vulnerable patrons: the poorest, newest, most stressed Americans who are least capable of affording wifi or a new laptop.
Providing IT services to these populations has got to be a critical part of our mission now. Yes, we should keep the darn books – I hate it when people think of print and digital collections as some kind of zero-sum format war – but we need to recognize that it’s no longer possible to pull yourself up by your bootstraps by reading a lot. Even if it were, who has time for that nowadays? I’ve got a masters degree and I still work two jobs.
Warning vulnerable folks about how the Internet really works seems like part of our mission too, but what happens if those patrons’ outcomes are harmed thanks to our love/hate relationship with technology? Scaring a new tech user isn’t going to help them – they still need to know how to use the Internet, scary or not. At the same time, if your trustworthy local librarian doesn’t explain about how viruses work, you’re likely to be misinformed by the news anyway, while at the same time getting beguiled by safe-looking situations like the Facebook dumpster fire. Which, by the way, I check every morning and evening.
Education is the key. Not only do we need to start teaching our patrons about how to use tech and most importantly how to get it for free, but we need to do so in a coordinated and organized way. The profession also needs to agree on some guidelines and (brace yourselves) standards. We need to show people the back doors into the world of technology and how to avoid some of the pitfalls.
To that end, I have made a conceptual toolkit for vulnerable new tech users. These are skills and resources that I think we need to teach in public libraries, which means that librarians need to get good at them first.
Open Source Software
Oh my God the tyranny of Microsoft. Not only is their software expensive and vulnerable to exploitation, but it stops working at the weirdest moments. Recently, Microsoft has also started pushing people into 365 subscriptions, but my experience with that (expensive!) service has been poor. Why pay real money for a scheme that doesn’t even share well? Nevermind the concurrency problems.
There are open source alternatives to browsers, word processors, and even operating systems. Some are easy entry – LibreOffice, for example – and others require more technical fluency. Consider Ubuntu Linux the apex of a program series about open source. Not that your patrons can’t learn how to use it, but you’ll need to bone up on command line yourself and be prepared to help patrons with their first baby steps into managing an OS.
That said, if your patron is just using Ubuntu to do some word processing and use the Internet, they might never have to get into the thorniness that is installing new programs. Even that is easier than it used to be when Ubuntu was a twinkle in the eye of Debian Linux, from which it sprang like Athena from the head of Zeus. There’s now a handy dandy software install tool that makes a lot of getting new software – most of it free and open – fairly easy. I’m writing this on a refurbished Ubuntu laptop right now. It may be a particularly ideal solution for young students who are flexible enough to absorb new skills. The real problem is finding librarians who are comfortable teaching it.
I’ve also had a great deal of luck introducing OpenOffice and LibreOffice to older computer users. If you’re patient, you can teach anyone how to use these. The controls are analogous to their brand counterparts, but they cost 100% less. The same goes for Gimp, Firefox, VLC Player, and other alternatives. When it comes to our patrons, being able to access technology in the first place is often a more urgent issue than protecting their privacy. Using open source alternatives can let them accomplish both of these goals in one swell foop. The only needful thing is a librarian who can introduce it all in a comprehensible way.
Free/open source alternative
Internet Explorer, Chrome, Safari
|Microsoft Office||LibreOffice, OpenOffice, Mozilla Thunderbird|
|iMovie, Windows Movie Maker||HitFilm Express|
|Windows Media Player, iTunes||VLC Player|
|Kindle services, Google Books||Calibre|
|Windows, iOS||Ubuntu Linux|
|Norton Antivirus, Trend Micro||ClamAV|
Distributed Freemium Services
Google tracks you. I tell this to everyone I meet. Literally. I just told it to a barista. At the same time, that tracking is payment for a valuable service. You’re never going to find a versatile cloud that doesn’t track you, paid or not, I don’t care what they say. Knowledge is power, data is valuable, and storing stuff in Google’s cloud is safer than keeping it on a home computer. This is especially true in the cases of patrons who don’t own computers or have wifi at home. They can’t keep information on library computers, but they should know that they can work on the same project over multiple library sessions, or even across multiple libraries. That’s why I generally recommend Google Drive to patrons, even as I explain – twice, when necessary – that their data will be aggregated, packaged, and made available to advertisers.
There’s a tightrope we need to walk when it comes to patrons whose lives are being harmed by lack of access to technology and technology education. Whatever their goals are, they often need an online foot locker, at least, to store resumes and letters. They need to practice word processing and data management skills in a place that’s “theirs,” if only in an abstract sense. Using Google for this isn’t awesome, but the next best option is Office 365, which costs money for equivalent service.
It’s bad that this is the choice we need to make, and I will always push for privacy whenever I can. But the bare fact is that most of our patrons couldn’t afford Google-level services if Google charged money for them.
There are alternatives. One is to walk around with a USB drive all the time. I have patrons who do this, and it’s a great solution until the drive fritzes. Portable hard drives are a more durable solution, but they’re bulky and expensive. Plus, if you need to collaborate, your drive will be unwieldy. Then there are the email services that patrons will need to use anyway, services that are “free” in the same way that Google and Facebook services are “free.” Your patrons’ data is already being harvested, whether or not they use an external storage unit. It’s inevitable. Our only power comes from making sure that they at least get some good service for what it’s costing them.
I feel like a Google shill when I say this, but ultimately, they have to pick *something.* It may as well be a robust suite of services that all work well, even if Alphabet’s days of non-evilness are long over the horizon.
|Gmail||Works well, best complimentary services|
|Cloud storage||Google Drive||Most space, best apps|
|Online search||Duck Duck Go||Anonymizing|
|Housing, goods, and services||Craigslist||Easy to navigate, no fees, local|
Here’s where the librarian has to step up. It’s on us to be aware of the tech situation, up on the latest apps, and – yes – to be ready to do some basic repair. I’d die for some association-wide advanced IT training for librarians. I have lost count of the virus-riddled laptops I’ve had to deal with in the last four years. My best advice in cases where you’re in over your head is to locate the best small computer repair shop in your area (NOT BEST BUY) and develop a relationship. I’ve found one that’s run by a competent woman and her family, charges reasonable rates, doesn’t upsell, and isn’t mean to my elderly patrons. They get a lot of business from me. That said, as soon as I get far enough in my IT classes to be confident about fixing a sick laptop, I’m doing that service for free.
We tech librarians need to be proactive about learning command line, beta-testing new software, and providing the education that our patrons need. Sometimes, that will mean asking what patrons need. Sometimes, your programs will fail because nobody will show up. Sometimes, you’ll need to take a MOOC or ten before you feel like you can really help. It’s exhausting, but talk to your boss about setting aside work time for continuing ed and staff trainings. You don’t have to go at this problem alone or in a state of panic.
Likewise, you’re going to need to find a way to bring technology to your patrons. Circulating mobile hot spots can be a great way to do this, but it works best when you conduct a coordinated PR campaign to make sure that the neediest sections of your community are aware that this is an option. Circulating laptops and devices can be powerful, too, but it’s is expensive. You might have to content yourself with setting up shop at a farmer’s market, YMCA, or school for a certain amount of time every day, every few days, every week, etc. At first, anyway. Bring computers, a hot spot, and your bad self. We’ll bridge this digital divide, so help us. If we don’t, nobody else will.
Teach other librarians. Teach your patrons. Make yourself a constant resource. Hold IT repair days. Look around your community for the cracked screens that aren’t getting fixed, the resumes that aren’t getting formatted right, and the passwords that are ever getting lost. These are places where a librarian can provide services. Provide.