SPEC Kit 302: Managing Public Computing (November 2007)
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Managing Public Computing · 11 Executive Summary Introduction Computers have been a major resource in libraries for many years. From the first OPAC terminal to librarian-assisted DIALOG searching, the role of computers in service to library patrons has come a long way. Today, library public computers serve many different needs of patrons. They are OPACs gateways to databases, e-books, e-journals, video, and audio content information resources about the library and its many services e-mail kiosks and a destination where patrons find numerous soft- ware applications. Often, all of these resources are loaded on each public computer. These computers are fully networked and often configured for or at- tached to numerous peripherals. Patrons flock to them. This environment presents a wide range of chal- lenges to academic and research library staff and administrators. In an environment that demands more of the resources, the infrastructure, and the staff who work to keep public computing the stable and reliable door to all things digital in the library, how are libraries managing and supporting public computing to meet the needs and expectations of today’s library user? The focus of this survey was on the management of library public computing, i.e., those computers that are located in public spaces for use by patrons, as distinct from staff computers and servers. By jointly looking at the scale of the public computing operations, the staffing and organizational struc- ture, budgets, upgrades, maintenance, security, polices, and assessment, this survey pulls together and expands on issues covered in several previous SPEC Kits. SPEC Kit 281 The Information Commons (2004) indicated that only 22 of the 74 responding ARL member libraries had developed a special- ized information commons computing area. SPEC Kit 275 Laptop Computer Services (2003) indicated that half of the 84 responding libraries were circu- lating laptops. SPEC Kit 277 Library Public Access Workstation Authentication (2003) examined this security practice which has changed significantly in the intervening four years. System wide library computing operations and staffing were examined by SPEC Kits 271 and 211, Library Systems Office Organization (2002 and 1995, respectively). Policies to address issues of access and use were included in SPEC Kit 218 Information Technology Policies (1996). The current survey brings these issues and others together to provide a comprehensive overview of public computing management. Background This survey was distributed to the 123 ARL mem- ber libraries in July 2007. Sixty-nine libraries (56%) responded to the survey. The survey respondents were primarily library deans, directors, and heads of library information technology or library sys- tems departments. All 69 respondents indicated that their library contains public computers that need support. Responsibility for the support, ser- vice, repair, and replacement of computers in pub- lic library spaces falls solely on library staff in 44 of