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Technology and Internet - Staff Procedure

IT Support

If you are experiencing a technical emergency, contact the IT Help Desk at (408) 808-2400 for immediate assistance. IT Help Desk is not available for public support. For non-urgent issues (broken public terminal, malfunctioning personal printer, equipment reservations etc.) submit a ticket in the Track IT System. Instructions for submitting a ticket can be found on the IT Sharepoint page.

After submitting a ticket for repair, print and complete the Out of Order sign, and attach it to the device.

Intellectual Freedom

Intellectual freedom is the right of every individual to both seek and receive information from all points of view without restriction. It provides for free access to all expressions of ideas through which any and all sides of a question, cause, or movement may be explored. Our library does not censor, monitor, or judge what materials a customer chooses to access.

If a customer complains about material being viewed on a public computer, staff should acknowledge the customer’s complaint and determine whether the material being viewed requires staff intervention.

Suggested scripts:

  • “Thank you for letting me know about your concern. I will look into it.”
  • “I appreciate you telling me about this. I will review the behavior.”
  • “Thank you for telling me your concern. I will let my manager know.”

If the material being viewed depicts sexual conduct of minors under the age of 18, staff should call the police. If the material being viewed depicts pornography or other material of a nature that could be considered offensive to others, staff should approach the customer and offer use of a privacy screen, or if needed, ask the customer to move to a different computer that is not visible to others. If the customer refuses to comply, the customer may be asked to log off the computer.

Suggested scripts:

  • “There have been concerns about the material you are viewing. Would you like a privacy screen?”
  • “We strive to make the library welcoming to all. Would you please move to a computer where others cannot see what you are viewing?”

Privacy Screens

Any customer may request a privacy screen for the public computers. Every library should establish a central location for easy access to these screens.

Pay for Print

Detailed instructions for printing a document on the Pay for Print station may be found on Sharepoint.

Reserving a Computer

You may reserve computer(s) for programming, maintenance, or for a customer by using the branch admin login in RAC Admin. Select “Special Workstation Booking” from the options and create a new booking using the branch master computer login. Be sure to select a reason for the booking from the provided list.

Temporary computer passes may be issued to customers who do not qualify for a library card. Use RAC Admin to create the passes.

Available Laptops and Tablets - SJPL Works and EK only

Detailed information for SJPL Works may be found online and EK's checkout policy and user's agreement can be found on SharePoint.

Website Support

For assistance with the website, email sjlibrarywebteam@sjlibrary.org. Please do not call. Email will get you a faster response. For issues with the behavior of the library catalog (e.g. filtering not working properly, error messages when searching the catalog) email the Web Team. For issues with records in the catalog (e.g. incorrect call number or location), contact the Copy Cataloging Supervisor, (408) 808-2462.

The Web Services Help Center Sharepoint page provides many resources including:

Revised March 2019