Best Practices

Improving Customer Service with PC and Printer Management Software

By Librarica

In today’s challenging economic times, it is more important than ever to provide the best possible customer service with as little staff impact as possible. Computers and printers are experiencing all-time highs in usage, as patrons are using these resources for job search and education related activities. At the same time budget cuts are forcing libraries to cut staffing or reduce operating hours. A PC and printer management software system automatically manages many computer and printer related services, allowing staff to be more effective and assist a larger number of customers.

Implementing a solution with an easy-to-use interface allows patrons to help themselves and therefore require less staff assistance. This offloads mundane tasks and permits staff to focus on assisting patrons with research or other specialized needs. If patrons do require computer related assistance, remote staff functions within the PC management software allow staff to assist patrons without leaving their desk.

When computers are in heavy use, waiting lines for computers and disagreements over “who’s next” are often a reality. PC management software allows patrons to independently register themselves in a waiting list (first-come-first-served queue) and wait for an opportunity to use a computer. The software automatically determines when a patron’s time is up and whose turn is next. If a patron finishes early, the computer is automatically and immediately assigned to the next patron registered in the list. This arrangement maximizes computer utilization by ensuring that patrons have the shortest possible wait. This translates into more patrons per day being given a chance to use a computer. Additionally, this fair and accurate system reduces stress for both patrons and staff.

Waiting list notification options such as wall-mounted scrolling marquee displays or wireless pagers allow patrons to leisurely browse books or do research while waiting for their computer session. Patrons are then notified when a computer becomes available for them. This reduces patron frustration, while it limits the chatter associated with the congregation of anxious patrons around the computer area.

Computer management software also enforces the library’s operating hours. At the end of the day, patrons using computers are given ample warnings to save or print their work prior to the library closing time. Staff members no longer have to repeatedly remind patrons when the library is closing, as computers can be shut down automatically at the end of the day. Patrons know exactly what to expect at closing time and can plan their computer activities accordingly.

Many libraries charge for printing to offset toner and paper costs. With print management software, charging for printing can be a far less staff intensive operation. Patrons know exactly how much each print job will cost prior to printing. This eliminates surprises after printing and disagreements over the number of pages printed. Various self-serve payment options such as coin/bill vending hardware or credit/debit card processing allow flexibility and independence for patrons. Self-serve payment systems also have the obvious effect of reduced staff involvement.

PC and printer management software systems free staff members from mundane computer and printer related tasks and allow them to offer enhanced customer service to more patrons. At the same time, patron satisfaction rises as patrons are empowered to manage their own computer and printer use.

Librarica LLC offers solutions for the management of printers and wired/wireless computers in public and academic libraries and computer labs. www.librarica.com