Library staff are able to assist customers who are using their own devices with the following tasks:

• Accessing the Library’s wireless internet
• Internet searching and creating email accounts
• Basic use of programs like Microsoft Office or operating systems like Windows, Android, iOS
• Finding information about free anti-virus and other useful software for customers’ devices
• Finding information or resources enabling customers to troubleshoot device problems
• Downloading and setting up Library applications like Overdrive, hoopla, and mobile printing
• Troubleshooting issues with Library applications

The St. Mary’s County Library, Library staff, volunteers, and interns are neither responsible nor liable for any damage to the device and/or loss, damage, alteration, or corruption of any hardware, software, data, operating system, or files that may result from this service. Library staff will not engage in repair, troubleshooting, or technical support for customers’ personal computers and electronic devices. Specifically, Library staff may not engage in these tasks:

• Troubleshoot or engage in technical support that normally is a function of hardware and software manufacturers’ support personnel
• Restore devices to factory defaults
• Download or install software, other than Library service related programs and applications
• Conduct virus or troubleshooting scans
• Change user settings, except those necessary to utilize Library services
• Conduct backups or file management
• Complete or otherwise enter information on legal or otherwise sensitive applications

In general, the role of Library staff is that of helper, facilitator, guide, or coach. Customers who need more than basic assistance and guidance are encouraged to attend scheduled Library computer classes, enroll in professionally provided computer education programs, or consult the technical support appropriate to their devices or software. Library staff may assist customers in locating resources, professionals, and manufacturers so that customers can address their own computer and device issues.

Adopted 1/19/16