Samuel, CyberNavigator at the Brainerd branch, shares how he’s empowering Library users through tech support.
My time at Brainerd branch has been amazing. Brainerd has a wonderful staff that cares for its patrons. Joining the branch as a CyberNavigator—a digital literacy tutor— has really been an honor because it allows me to connect more with my community.
Most patrons come in needing to print or need assistance with job applications and resumes. Older patrons may need more hands-on help in navigating the computer. Recently, I’ve had a patron named Vernita that has been returning to become more tech savvy. Initially, Vernita and I were working on Indeed. She wanted to know why she couldn’t add her cover letter to her profile. I reassured her that even though we couldn’t add the cover letter early in the application, she could still add it at the end. I showed her how to add the cover letter as a jpeg and create a footnote saying “see supporting documents for cover letter” or she could copy and paste it in an email and send it to herself so she would also have it and can insert it when needed. She was relieved that she could add her cover letter to her application. Vernita also needed help with Facebook. She wanted to change her profile picture. I showed her how to download and upload files.
Another patron, Ms. Aminatou, came in for assistance regarding her Military application. Ms. Aminatou only spoke French, so we communicated through Google Translate. I helped facilitate the conversation between Ms. Amitou and her recruiter. Understanding the situation, the recruiter shared that he would communicate with Ms. Aminatou through email and translation. Ms. Aminatou greatly appreciated my efforts. I continue to assist her with updates. At times, she would ask me what to say but I would encourage her to use her translation app. I proofread for her when she needs it.
I have learned so much as a CyberNavigator. Patience and understanding have been the glue to positive interactions. Being direct is also key. Helping patrons focus, one question at a time. Assisting patrons and working with CPL staff has been a great journey. Helping patrons reach their goals, big or small, and seeing how it impacts their lives is so fulfilling.
The CyberNavigators program provides one-on-one digital literacy support to adult Library patrons across the city. Learn more about the program and how you can support here.
