The Billerica Public Library provides patrons with one-on-one technology appointments and drop-in technology assistance in accordance with the details of this policy.
Technology Help is provided to support digital literacy and ensure patrons can make the most of the library’s digital offerings and technology tools.
Services Provided
One-on-One Technology Appointments
Patrons can schedule a personalized one-on-one appointment with a library staff member for in-depth, individual assistance on various technology-related topics.
Appointments are available for:
- Setting up and using devices such as laptops, tablets, smartphones, and e-readers
- Using internet browsers, cloud services, and online services like email
- Navigating Microsoft Office applications (Word, Excel, PowerPoint, etc.)
- Accessing and using popular tablet and smartphone apps (social media, productivity tools, etc.)
- Using e-books, e-audiobooks, and other digital resources provided by the library
- Navigating and using the library’s online catalog to locate, borrow, and request library materials
Drop-In Technology Help
Patrons with technology questions can visit the second-floor Reference Desk anytime the library is open. Staff can provide general technology assistance and may refer patrons to one-on-one technology help if more in-depth assistance is appropriate.
Policy Details
Eligibility
Technology assistance is available to all library patrons.
Appointment Scheduling
Appointments for one-on-one technology help can be scheduled online or by calling 978-671-0948 ext. 4. When booking an appointment, a patron must agree to the terms of this policy by checking the agreement box online or verbally when calling.
Drop-In Hours
Drop-in technology help is available anytime the library is open, and assistance is provided on a first-come, first-served basis. Patrons are encouraged to bring their own devices if applicable.
Scope of Assistance
Library staff can assist with basic setup, troubleshooting, and usage guidance. However, staff cannot provide in-depth technical support, such as repairing devices or advanced troubleshooting beyond basic functionality.
Patron Expectations
- Patrons should come prepared with questions or specific issues they need help with.
- For one-on-one appointments, patrons should bring their own devices (laptop, tablet, smartphone, e-reader, etc.) their charging cable and any relevant passwords/logins for these if applicable. If a specific device is needed for the session, it is the patron’s responsibility to bring it.
- For privacy and security, we ask patrons not to share sensitive information (e.g., passwords or personal identification numbers) with staff during appointments or drop-in sessions.
Limits of Service
While we strive to help with your technical needs, it’s important to note the following limitations of our support services:
- Device Handling: We do not open, modify, or physically interact with your devices beyond offering guidance. Any actions taken beyond this scope are at your own risk.
- Operating System and Software: We will not download or install operating systems or third-party software on your behalf. We can provide recommendations, but the decision to install or use such software rests solely with you.
- Unknown Software or Unverified Actions: We are not responsible for the outcomes of running unknown software, files, or commands. If you cannot verify a piece of software or a solution, we will not assist with its execution.
- Personal Software/Cybersecurity/Hacking: Staff may assist with installing or accessing library-provided software, e-books, and online services but cannot support personal software, third-party applications, or cybersecurity protocols.
- Responsibility: We are not responsible for any issues that arise from following or not following our guidance. By seeking tech support, you acknowledge that any actions taken are your responsibility, and we cannot be held liable for any consequences or damages.
By using this service, you agree to these terms and understand the scope and limitations of the services we are able to provide and your responsibility.
Availability and Hours
Technology appointments and drop-in hours are subject to staff availability. Please visit our website or call the library for up-to-date scheduling and hours.
Adopted by a vote of the Board of Library Trustees on March 3, 2025