ACRL News Issue (B) of College & Research Libraries


C&RL News ■ July/A ugust 1998 / 507

C o l l e g e  & R e s e a r c h  L i b r a r i e s

The Mansfield protocol for laptop 
computer circulation

How a library can provide its own technical support

by M o nty L. McAdoo and Joan Tease

T he circu la tio n  o f  lap to p  co m p u ters within our library presents a number of 
challenges and opportunities to both students 
and staff.1 For students, perhaps the biggest 
advantage is the nearly 500 network ports, 
which enable them to connect to the cam ­
pus network from virtually any seat in the 
library. For staff, deploying laptop comput­
ers allowed us greater flexibility in allocat­
ing valuable study and other space, which 
would otherwise have been dedicated to per­
manent, standalone computer workstations.

Since becom ing available (O ctober 1996), 
our 50 units have circulated over 30,000 times 
to a student population of just 2,900. With 
such usage, the biggest challenge to staff 
continues to be providing fast yet consistent 
m aintenance and record-keeping. Initially, 
we had no formalized plan for broken equip­
ment, had not hired additional staff, nor had 
we created an inventory o f spare parts. We 
naively assumed that it would be relatively 
problem-free— like circulating books or other 
items in our collection.

However, almost immediately, we began 
e x p e rie n cin g  the unanticipated . B eca u se 
there was no perceived “o w n ersh ip ,” we 
noticed users w eren’t being particularly care­
ful with how they handled the laptops. We 
also didn’t anticipate the volume o f use. The

resultant damage and user aggravation com ­
pelled us to develop a stringent set o f proce­
dures for monitoring the wear and tear on 
our machines. The following information can 
be used regardless o f the model o f laptop 
you decide to employ, and we hope it helps 
you avoid som e o f the pitfalls as you ven­
ture into this new territory.

Personnel
One o f the first issues to emerge was staff­
ing. At first, we only assigned one full-time 
library media technician to monitor and re­
pair the laptops. But this person was not 
available during the evening hours nor on 
weekends. Combined with the sheer volume 
o f usage, it was so o n  app aren t that we 
needed more help in a hurry.

Rather than hire additional staff persons, 
we opted to hire students. Although money 
was certainly a consideration, scheduling flex­
ibility, a relatively large pool to draw upon 
as needed, and accessibility were even more 
significant.

In hiring, a conscious effort was made to 
choose individuals with little or no experi­
ence with computers. This has had two ad­
vantages. First, these individuals would com e 
in with no e x p e cta tio n s. They could be 
trained to do what we expected them to do.

About the authors

M o n ty  L  M cA doo is in stru ctio n a l sen/ices librarian a t M ansfield University; e-m ail: m m cadoo@ w heat.m nsfId.edu; Joan 
Tease is media technician a t M ansfield University; e-mail: jtease@ wheat.mnsfld.edu

mailto:mmcadoo@wheat.mnsfId.edu
mailto:jtease@wheat.mnsfld.edu


508 / C&RL News ■ July/August 1998

Secondly, many of these individuals were 
professed “technophobes.” By giving them 
experience with computers, we have enabled 
these individuals to overcome their reluc­
tance and gain confidence. In fact, many have 
actually asked to be taught more about com ­
puters, which, in turn, has helped them be­
come better at anticipating and spotting prob­
lems!

Check-in
To decrease turnaround time, we installed 
additional power outlets and network ports. 
This enables us to process several units at 
the same time. We also have a separate work 
area out of public view where the laptops 
can be properly examined and maintained. 
Nonetheless, when a laptop is returned, it 
still must undergo a standard, five-to-ten 
minute check-in routine.

C h e c k -i n  
consists of three 
stages. The pri­
mary task is to 
insure that both 
the software and 
h a rd w a re  a re 
functional. With 
nearly 50 appli­
cations and data­
bases available 
to choose from, 
o u r a s s is ta n ts  
m e re ly  “s p o t- 
ch eck ” the more 

Joyce Thresher, a senior ele
commonly used out a laptop computer from 
a p p l i c a t i o n s .  a sophomore elementary e
Should a user re­
port a problem with a particular application 
or experience a hardware/mechanical prob­
lem with the unit, these are also checked.

Once a unit has been checked, it is placed 
back on the shelf for circulation. But, before 
doing so, the assistant indicates the date and 
time on the accompanying circulation card 
and initials it. In case of a problem, this card 
can be cross-checked with the information 
provided in the maintenance logs.

Finally, as time permits, the assistants go 
through and “clean.” This means physically 
cleaning the touchpad, screen, keyboard, and 
other parts;, but it also refers to removing 
unnecessary files from the Temp, Windows, 
and WordPerfect directories, as well as the

network cache. Although the intent is to in­
sure adequate memory for smooth operation, 
it has the added value of helping to identify 
more potentially serious problems (e.g., miss­
ing or corrupt files, viruses).

Logs
Logs are used to record a variety of informa­
tion about each machine. As we started keep­
ing records, we soon found that it was more 
helpful to monitor what was wrong rather 
than indicate what was working properly. 
This not only saves time, but saves paper. 
Likewise, a series o f well-defined codes for 
com m on problem s (e .g ., “SC” for “slight 
cra c k ” in the netw ork plug) stream lines 
workflow considerably.

Our primary log is the one used for check­
in. This log is maintained by the student tech­
nicians and is used to record information 

about the condi­
tion o f the net­
work and power 
plugs, die power- 
p a c k , the n e t­
work card, the 
case, and other 
items specific to 
each machine. If 
a problem is no­
tic e d , th e s tu ­
dent fixes it. If 
the student can­
not fix the prob­
lem, he or she 

entary education major, signs 
“ta g s ” th e m a­tudent worker Jodie Lambert, 

ucation major. ch ine— attaches 
a repair tag that 

notes the problem, date, and time— and re­
moves it from circulation so that it can be 
repaired.

we also maintain several other logs. Our 
circulation system, for example, enables us 
to maintain a “circulation log,” which shows 
how often each machine actually circulates. 
A “memory log” monitors the types and sizes 
of files cleared by date. (We actually used 
this log to track and ultimately identify a 
cracker.) A “master log” (maintained by the 
full-time Media Technician) provides a record 
of problems with a particular machine, as 
well as corrective measures taken. It is used 
to refer back to problems or solutions.

(c o n tin u ed  on p a g e  513)

m
s

d



C&RL News ■ July/August 1998 / 513

tion styles are faculty (many of whom also 
set guidelines as editors). Some o f them teach 
students to create bibliographies or require 
them as assignments. Yet citations are obvi­
ously a problem for many faculty, as well. I 
am responsible for maintaining an online 
faculty bibliography for my institution. It as­
tounds me how many omissions (coauthors, 
page numbers, issue references) there are in 
submitted material. The citations, although 
obviously meant to be in the same style, may 
not be consistent over a mere six to eight 
citations. One faculty member was so fond 
o f abbreviations, he abbreviated the name 
o f his book, as well.

Although as librarians we have no con­
trol over what individual faculty choose to 
do, or what professional associations want 
to promote, it does seem to me we should

(M ansfield co n tin u ed  fr o m  p a g e  5 0 8 )
Finally, a “technical support log” details 

contact with the company regarding a unit or 
part, including phone calls made or items re­
turned and the company response and repair. 
This may seem like a lot of unnecessary de­
tail, but the usefulness of such information 
cannot be overemphasized, particularly in terms 
of warranty agreements, obtaining parts, etc.

Assessing fees
We decided from the start that damaged 
laptops would be treated like other library ma­
terials and established a fine/fee structure ac­
cordingly. However, we also recognized early 
on that damage was not always the fault of a 
specific individual, but often accrued from user 
to user. For example, from the logs we would 
be aware that the network plug had a slight 
crack for Users #1—14. We would also know 
that it finally broke while being used by User 
#15 and that it was subsequently replaced. If 
User #16 then returns the laptop and the net­
work plug is broken, we would know that 
User #16 is responsible. Although we have 
had charges disputed, the actual damaged 
piece combined with the detailed record pro­
vided by the assistants’ log soon remove any 
doubt as to what happened and when.

Summary
Although maintaining detailed logs may seem 
to be a very staff- and time-intensive task, the 
importance of doing so cannot be overem­

stand up for our patrons and lobby for an 
end to this sort o f headache. We can com ­
plain to vendors who sell us citations that 
are not “ready for use” and force us to re­
search the citation itself. We can refuse to 
use unfriendly citation styles in our own 
publications. We can encourage use o f and 
training in user-friendly citations in our insti­
tutions and in the nonlibrary publications we 
are familiar with. While some citation use is 
the result of preference, most is the result of 
training, habit, or requirements by others.

As I wrote this, I had to help yet another 
individual figure out som e abbreviations. 
When I told him what I was in the midst of 
doing, he sighed “It’s about time. This is 
crazy.” Making resources easier to find is our 
business, but sometimes we need to make 
others aware of how they could help.

phasized. Whether it’s to handle a complaint 
about a fine that’s been assessed, verify war­
ranty eligibility, or determine which machines 
have had what problems, the logs have more 
than proved their usefulness. On several oc­
casions, the focus on detail has also enabled 
the staff to spot problems that might not have 
been spotted or reported as quickly (e.g., net­
work problems, touchpad driver error).

Equally important is the support staff. Al­
though no previous computer experience is 
required to be selected to work at checking 
in a laptop, persistent attention to detail is a 
must. Without it, the whole procedure falls 
apart. Training staff to look for specific items, 
as well as recognize the unusual and how to 
record/describe it, is essential.

Looking ahead, w e’re anticipating that 
many of our existing problems will decrease 
considerably as incoming students will be 
given the option o f purchasing their own 
preconfigured laptop computers. However, we 
also anticipate that this will create its own 
unique set of challenges. But, given what we’ve 
experienced so far, we're confident that we'll 
be able to effectively meet those challenges 
when they arise.

Notes
1. For a summary of the (dis)advantages of circu­
lating laptop computers, see our article: “Note- 
book Computers: To buy or not?” American Li­
braries, September 1997: 84.