CST462S Service Learning

Background

As part of my graduation requirement at CSUMB, I volunteered at my local library to assist their technology assistant with the computer lab. The position was meant to be similar to an internship, and I was eager to learn as much as possible about server room and computer lab management. However, I found a computer lab and server room in a state of disrepair. The library's IT team is actually contracted through a private company and not managed by the city, although the city does maintain some equipment on the property. More than half of the computers in the main lab were either offline or not working properly, or both. I also found that nearly all of the computers in the library had not been dusted out in quite some time, if ever. 

My Service

As I dusted out and restarted the computers, I took note of various hardware and software deficiencies and discussed possible solutions with the technology assistant. Unfortunately, I was not able to convince him to do what needed to be done and he would (of course) not give me any administrative credentials because I was just a volunteer. I felt bad for the people who were using the computer lab. I have been using computers since MS-DOS 5 and even I was having difficulties helping the people. Simple configuration adjustments would make the user experience much better. As for the broken computers, I did my best to reconnect some to the network and swap parts around to at least get a handful of PCs back up. In one case a man sat down and started printing from a PC which I had just finished servicing. That was such an amazing feeling! 

Getting Noticed

Of course the staff started noticing that I was actually getting work done around the library. One worker was dumbfounded that no one was paying me to do those things. I had to tell her twice that I was just volunteering. Meanwhile the library technology assistant is checking his watch and just waiting for the moment that I get out of there. Sometimes he wasn't even there and would text me "good luck" right as I arrived. One of those days was tax day. A volunteer was in the computer lab helping patrons with their tax paperwork and the lab was packed. The librarian came into the computer lab to help me. At the time I didn't realize who she was. I found out later when I was looking up library contacts, although I do believe it was mentioned and I didn't register it. We both sat there looking at all the people in the lab sitting next to broken computers, and I started talking to her about how I wanted all of the computers back up. She said that's what she wanted too.

It's Personal

I went into that lab eager to learn. I found something out of Bizarro World. The guy who worked there just didn't care, and he told me as much. He said the library was desperate and so was he. He just needed to get his foot in the door after graduating with his IT degree. He was using that place just to get experience on his resume and didn't really care that the computers and printers were down or misconfigured. It wasn't his problem. Well, suddenly it became my problem, and I just happen to be a problem solver by profession. The library needed help and I was going to do what I could. I am not afraid to stand up for what I believe in.

My Strike

The entire time I was there I was taking note of everything, including the comments and attitude of the library tech. He agreed with everything I said about the computers and network, but he was just too lazy to do anything about it. He blamed everyone else but the problem was him. Armed with the knowledge that the person I spoke to at the computer desk was the adult services librarian, I sent her a personal report that was over 1000 words long explaining exactly what was going on with their computer lab. She forwarded it to the director and invited me to a Zoom conference with her, the director, and the library technology assistant.

The Meeting

I had anticipated an awkward meeting considering I had made a lot of noise about the library tech's performance and he was going to be there. However, he remained without video or microphone the entire time. I already had been preparing for the meeting, so I spent the next 10 minutes talking about my ideas for the future of the library. I did have some special bullet points prepared in case I was attacked, but he never confronted me. The librarian and the director seemed very excited and interested in what I was saying and were taking notes as I spoke. Then came the finale: the director asked me if I was offering to do all those things for free. My wife made me promise to say no, so I did. The director told me they did not have a position available and could not afford another library tech but to apply at positions in the area. I felt like this was a slap in the face. 

At first I just agreed with her and took notes. I thanked them for taking the time to listen to my ideas. But I knew I had to take it up a notch. So I paused and asked the director if she had used the computers. She said yes, and I asked her if she thought they were okay. She said yes, and I said "oh okay then." She started talking about how they are going to be getting new computers eventually anyway (which is odd since she said they can't afford parts for the ones they have), and I agreed that would be a good thing for the library, but that they also need someone who cares. There was silence for a few moments and I told them to have a good day and exited the conference.

Conclusion

I did it. I stood up to the library director. Sure, I didn't take the job, but I certainly raised enough awareness that hopefully something can happen now to help those poor workers and patrons. The community needs those computers and they also need someone who cares about the machines and the people who use them. In the end, though, it looks like greed may triumph again. That position is so amazing and goes beyond any individual, but the person who has it and the ones who protect him are harming the community. The only ones who care don't seem to have the power to change anything, but that doesn't mean we should give up. There is always hope for the future. Sometimes it just takes the perfect storm to stir things up.