End User Training and Support: A Role for Librarians
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What Does an End User Want?

Meg Williams
Network Program Specialist, FLICC/FEDLINK

  • I want to be able to do my work
  • Independently.
  • I am an adult.
  • I usually know enough to do my job.
    -- That's why they hired me.

If I need to know something new:
  • I either want to get the information myself,
  • Or I want someone to hand it to me,
  • Or I want someone just to tell me the answer.
  • I don't want an involved discussion of how I can get it myself
  • .

  • If it's too hard to get, I don't really need it.
  • Sometimes I like to get out of my office to go get something or talk to somebody new.
  • Mostly, I'd rather stay near my desk.

  • I have my favorite sources.
  • When they fail me, I want to look at everything, and choose what I want.
  • Sometimes I like looking at things I don't need right now
  • .

  • I don't really care how much things cost.
  • Unless it comes out of my budget.
  • Or the amount is scandalous, and we're getting cheated.

  • I'm not afraid of my computer.
  • In fact, I can usually make it do what I want it to do.
  • If I can't, I get someone else to make it work.
  • Actually, I rather like my computer and I want to see more of what it can do.
  • But not when I have a deadline.