Technology Assistance Guidelines
This document outlines the technology support and conditions of use available to patrons at Cairns Libraries.
Technology Assistance Offered by Library Staff
Library staff are available to provide support in several areas, including:
- Accessing Library Resources: Assisting patrons with access to the library catalogue, eBooks, databases, and other Cairns Libraries digital services.
- Wi-Fi and Printing Services: Helping with Cairns Libraries Wi-Fi connectivity, printing, and photocopying.
- Library Apps and Databases: Supporting patrons in using library-related apps (e.g., Computer School, Libby, and BorrowBox).
- Account and Login Issues: Assisting with library card login, password resets, and online account access for library services.
- Basic Device Guidance: Offering advice on using personal devices to access library resources.
- Technology Training: Providing digital literacy support through “Tech Help” sessions, “Tech Talk,” and other scheduled training events.
- Self-Paced Learning Resources: Directing patrons to online resources for self-paced learning
Limitations of Technology Support
Library staff can assist with basic guidance but cannot provide:
- In-depth Setup or Troubleshooting for Personal Devices: This includes configuring or troubleshooting email accounts, social media, MyGov services (Medicare, Centrelink, ATO), or passport applications.
- Advanced Hardware Support: No assistance is available for diagnosing or repairing personal devices or handling operating system issues.
- Security and Privacy Configuration: Employees are unable to configure or troubleshoot firewalls, antivirus software, or adjust privacy settings on personal devices.
- Detailed Assistance with Online Forms or Applications: Employees may direct patrons to relevant websites and resources but cannot complete applications or provide legal, financial, or specialised advice.
Assistance with Employment and Job Applications.
Library staff can:
- Direct Patrons to Resources: Offer templates and resources related to resume and job application writing.
- Provide Referrals: Refer patrons to employment agencies or professional services for additional support.
Time Limits for Technology Assistance
Employees aim to assist with brief technology requests; however, requests that require more than five minutes are referred to a scheduled “Tech Help” session.
Advanced Support Recommendations
For assistance beyond what employees can provide, patrons are encouraged to contact:
- Professional IT Support: For complex technical support needs.
- Device Vendors or Manufacturers: For specific device-related issues.
Data Backup and Recovery Limitations
Library staff cannot assist with data backup or recovery. Patrons needing these services are advised to consult a data recovery specialist.
Personal Devices
Patrons are welcome to bring personal devices for basic assistance, such as:
- Connecting to Library Wi-Fi: Guidance on accessing Cairns Libraries’ Wi-Fi network.
- Using Library Apps: Support in downloading and accessing library-related apps.
However, employees are not able to assist with detailed device configurations, operating system adjustments, or complex software installations.
Additional Resources
If further assistance is required, patrons may consider contacting:
- Internet Service Providers: For network and connectivity issues.
- Device Manufacturers: For hardware-specific questions.
- Local IT Specialists: For advanced troubleshooting and support.
These Technology Support and Conditions of Use ensures that all patrons have equitable access to basic technology support while respecting the boundaries of Council employee responsibilities.
Terms and Conditions of Use
Refer Terms & Conditions of Use | Cairns Regional Council