Libraries play a crucial role in providing public access to information and resources. In recent years, libraries have become important hubs for technology.
Behind the scenes, Library IT Managers ensure a smooth experience for library patrons. But what exactly do Library IT Managers do?
We interviewed Brian Wilson, the Head of IT for Lincolnwood Library, to learn about the skills and mission of a Library IT Manager.
WEBIT Services has provided IT support for the greater Chicago area for over 25 years. In recent years, WEBIT has begun partnering with its local libraries, providing IT expertise so libraries can do what they do best.
By reading this article, you will learn the roles and goals of Library IT Managers and their importance in our libraries.
The Multifaceted Role of Library IT Managers
Library IT managers are tech-savvy professionals with diverse skill sets. Their job is not just about fixing computers. It requires a broad knowledge of technology and a keen understanding of various devices and brands.
“There’s tons of technology in libraries,” says Brian. “Any public library uses technology ranging from average public use like Gmail to customized library applications to business applications like Microsoft 365.”
They must be adept at complicated IT skills like troubleshooting, maintaining servers and equipment, and managing library systems.
“Library IT specialists must administer everything from backups to firewalls to servers and WiFi,” says Brian. “You also need to know how to connect to third-party information services and work with third-party vendors. Sometimes, you need to know how to manage hardware. It’s essential to be very technology literate to serve the public and maintain the library IT system.”
Working with the Public
If a librarian cannot help a patron with an IT issue, the Library IT Manager is ready to assist. They communicate technological explanations, ideas, and practices so patrons can understand.
“More and more of our lives involve technology,” Brian continues. “Library IT experts may answer questions as simple as ‘Can you help me make an email address?’ to more complex questions like ‘What is my IP address?’”
Advocacy is a crucial aspect of a Library IT Manager's role. Unlike sales-oriented professionals, IT managers are not bound by product contracts or sales goals. Their focus is on serving the library's unique needs and enhancing the experience for patrons.
“There’s so much technology out there. I want to do more than keep up,” says Brian. “I’m always looking for new resources that might be relevant or can be used by the library. The right information at the right time is incredibly valuable.”
Interacting with library patrons informs IT managers about technology trends and the community's tech needs. They use this information to research and advocate for new tools and programs to help patrons.
For example, suppose a Library IT Manager notices that more patrons are asking questions about mobile devices. But fewer patrons are asking about laptops or desktops. In response, the manager may promote more mobile-friendly applications, classes, and resources.
They want to ensure that the library's IT projects and resources are beneficial to the public and regularly used.
In many libraries, IT managers will also help teach technology-themed classes. These may range from "How to create an email" to "How to code" or "How to take professional-grade photos on your mobile device."
Understanding the Tech Landscape
A significant challenge Library IT Managers face is helping clients navigate technology. Technology or devices are often designed primarily to generate profits, not necessarily to work seamlessly or support people.
Library IT Managers must find solutions that aren't always easy to discover or communicate.
Often, the root cause of technology issues is a lack of understanding by users. Therefore, an IT specialist needs to not only comprehend how the technology works but also empathize with those who might find it challenging.
“The truth is that some technology is just not well made,” Brian says. “I think a skill anyone in IT should cultivate is understanding technology design and why someone might not understand that design. Then you can bridge that gap between human-computer communication.”
For example, the IT Manager may help a patron struggling to access digital photos of their family vacation. Maybe someone has worked hours on their resume only to delete it accidentally. These situations can bring on a range of emotions, and the IT Manager is there to help patrons navigate and resolve the tech issue as best they can.
“Technology should not feel like an ‘other.’ It’s deeply a part of our lives,” says Brian. “If you’re a grandmother trying to access photos of your grandchild, that affects you emotionally. It goes beyond an IT issue.”
Helping with Downtime and IT Issues
Library IT Managers prevent or fix downtime issues, ensuring a seamless experience for library visitors. This may include maintaining library IT systems or helping patrons with personal devices.
“Every once in a while, you’ll have a member of the public who has an IT issue, and you get to fix that for them in person,” says Brian. “They’re usually very happy and relieved, and that’s incredibly rewarding.”
When IT issues arise, IT Managers must also have a way to track issues and resolutions. A ticketing system, often called helpdesk management, is critical for Library IT Managers. This documentation-rich approach provides a valuable resource for future troubleshooting.
In addition, a ticketing system helps IT Managers keep track of multiple requests. This guarantees that each concern will be given adequate attention.
The Value of Documentation
Documentation plays a pivotal role in the success of library IT managers.
Keeping records of the library's tech infrastructure, how it works, and how to fix it is essential for smooth operations.
The library's IT system must be documented. These records allow IT managers to understand their dependencies and resource requirements fully.
“Documentation is huge,” says Brian. “Knowing what you have, how it works, and how it’s been fixed before. The best technology is very heavily documented, so the system can be maintained or fixed even if the resident IT expert isn’t available.”
Navigating Library-Specific Struggles
Libraries face unique challenges, like maintaining databases with seamless access to resources. Library IT Managers help sustain these systems and offer IT solutions.
Brian elaborates, “Some libraries are trying to keep up, but others are trying to be at the forefront of technology and predict new tools and trends.”
A library needs IT capabilities to make multiple resources accessible and functional for patrons. They also require proper authentication tools so appropriate patrons can access resources like digital ebooks, magazines, and audiobooks.
In addition, Library IT Managers must collaborate with third-party vendors to ensure a smooth user experience.
Popular library apps like "Libby," "Hoopla," and others are all created and maintained by outside vendors. The Library IT Manager communicates with these vendors to ensure the apps are working, accessible, and possess the requested catalog.
If the app isn't working, the Library IT Manager is responsible for reaching the vendor for solutions.
The Library IT Manager is also an essential player in determining the library's IT budget and its uses. Budgeting is a major part of library planning.
Partnership with IT Providers
Sometimes, Library IT Managers partner with external IT providers to better serve their library and community.
While internal IT managers are experts in their domains, they cannot know everything or be available around the clock. This is where an external IT provider can offer additional support. IT providers bring specific skills and services that complement the library's internal capabilities.
Library IT Managers continuously learn and stay current with the latest tech trends. By partnering with IT providers, they can expand their knowledge base and offer innovative services to the community.
In a good IT partnership, the external provider handles regular IT maintenance and helpdesk requests. This allows internal managers to focus on their library, patrons, and projects.
An ideal partnership between internal IT managers and providers revolves around clear communication and shared expectations. Flexibility and creativity in technological solutions are highly valued, as are cooperation and mutual understanding.
“I think the best IT partnership is one where both parties feel their expectations are met,” says Brian. “Clear communication is a major thing, as well.”
However, a bad partnership can lead to frustration and hamper progress. Slow response times, varying service quality, and lack of communication are common pitfalls that can jeopardize the partnership.
Next Steps for Understanding the Role of Library IT Managers
Library IT Managers' work is vital to libraries' smooth functioning in the digital age. Their ability to troubleshoot, maintain systems, and provide excellent customer service is crucial.
Library IT Managers perform a variety of tasks, including:
- Helping library patrons and employees with technology concerns.
- Teaching technology classes.
- Researching and advocating for digital resources and tools.
- Maintaining IT systems.
- Minimizing downtime.
- Working with third-party vendors.
- And potentially partnering with an external IT provider.
Library IT managers may not always be in the library's spotlight, but they are crucial to a thriving library environment. They work behind the scenes and with the public to ensure that technology is an aid, not a hindrance.
For over 25 years, WEBIT Services has helped hundreds of clients build successful IT strategies and processes while utilizing effective technology.
If you are looking for a new IT provider, schedule a free 30-minute consultation to see how WEBIT can help.
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