As online public services grow, libraries have become essential for people needing digital access and support. From unemployment forms to online banking and healthcare bookings, patrons rely on your library for free tech help and to learn digital skills.
But tech help takes time. If you're constantly offering tech help on the spot, it can quickly overwhelm even the most dedicated team.
Let’s look at the most common online public services patrons need and how to guide them efficiently.
What Patrons Ask Most: Tech Help with Online Public Services
Online public services are meant to make things easier, but often they don’t. Online banking systems can be complicated, some government websites lack clear instructions, and healthcare staff often don’t have time to guide people through digital portals. That’s when patrons turn to the library for free tech help and to learn digital skills more confidently.
Here are the most common needs:
✅ Government Services
- Filling out tax forms
- Applying for unemployment benefits
- Booking immigration appointments
✅ Banking Basics
- Booking a bank appointment
- Understanding online banking
✅ Healthcare Portals
- Booking doctor appointments
- Renewing prescriptions
- Checking lab results
These tasks can be hard, especially for seniors, newcomers, or anyone unfamiliar with technology. With library tech help, patrons get the support they need in a trusted place.
Step-by-Step: Helping Patrons with Online Public Services
Step 1: Find the Official Website
Ask what the patron needs to do, then guide them to the correct official website. Many fake sites look real and can steal personal data like social security numbers.
✅ Tips:
Don’t always trust the first search result, check that the URL ends in .gov, .org, or your country’s official domain (like .fi). Bookmark trusted online public services on shared tablets or public computers to make tech help safer and easier.
Step 2: Create or Log Into an Account
If they don’t have an account, help them create an email (if needed) and register for a new account. If they have an account, show them how to log in safely. If using a Finnish site, explain how to log in using online banking (Tunnistus).
Step 3: Navigate the Website
Show them how to find the important parts of the site, often found at the top or side menu:
- Account/ Profile: to log in or manage personal info
- Forms/ Applications: to fill out or submit documents
- Search: to find services, items, or info
- Appointments/ Booking: to reserve times or services
- Help/ FAQs: for basic instructions from the site
Step 4: Use the Service
Depending on their needs:
- Fill out forms (guide them box by box, explaining what each one means)
- Book an appointment (choose a time and confirm)
- Check a bank balance or transaction history
- Renew a prescription or see lab results
Step 5: Finish Securely
Before they leave:
- Make sure they log out from all services
- Show them how to close all tabs
- Remind them to never save passwords on public devices
- Remind them to take any notes or printouts
Simple tablet user interface of the Hublet Solution
A Smarter Way to Manage Library Tech Help
Tech help sessions take time, and when they happen often, they add up fast. Many questions repeat across different online public services, yet library staff still spend 30 minutes walking each person through the same steps.
Some libraries try printed guides or digital skills workshops. But not everyone can attend, and paper handouts often get lost or outdated.
To make tech help more efficient, some libraries use tablet solutions. With videos or visual step-by-step instructions saved on the device, staff can simply spend 5 minutes showing patrons where to find answers. After that, they can follow the steps on their own, at their own pace.
It’s an easier way to offer consistent, up-to-date support without taking time away from other library duties.
Make Tech Help Easier for Everyone
Online public services aren’t always simple, but with clear steps and helpful tools, your patrons can succeed. By using simple guides and tools like Hublet, you can turn tech help into self-help, making things easier for both patrons and staff.
Let’s keep making libraries a place where everyone feels welcome and supported in the digital world.
