First, determine if the patron is frustrated because the technology is not working as intended or whether the frustration is from their unfamiliarity with the technology. For functional issues, keeping a log of problems and solutions helps all staff know how to address the problems in the future. For unfamiliarity, spend time one-on-one with the patron, if possible, and walk through the basics of the technology. Make connections to other technology they are comfortable using, and allow them hands-on practice. Schedule additional time with them, through one-on-one assistance services, if available. Above all, show patience and grace when working with patrons and recognize that everyone's comfort with technologies is different.

I've had this happen quite frequently. Quite often it is usually a repeating issue. 1. Keep a log of technical issues and their solutions, along with visual instructions for both staff and patrons. 2. Always have a blank flash/thumb drive available for patrons. 3. Stay calm and remember that technology isn't perfect. 4. Reassure the patron that you'll find a solution. If it's a user error, gently guide them through the issue and provide visual instructions for future use without pointing out that they made a mistake. 5. Set the up at another computer or have them download their work on a flash drive for printing later. 6. Maintain a considerate and polite relationship with the IT dept. to ensure they are more willing to assist you promptly.

The library could well have user guides that could help the patron, and I would point those out to them. If not, then I would help the patron navigate the technology. After that, I would design a user guide for future patrons to access.

Desde mi experiencia usar las nuevas tecnologías suele ser algo frustrante. Tanto para el joven como el adulto. Para eso lo mejor suele ser dar solución en el momento. Por ejemplo, para usar la plataforma de libros electrónicos y hacer una reserva o simplemente crear la contraseña necesaria para acceder si disponemos de tiempo es bueno guiarles con su móvil para decirles cómo se usan. Además es necesario contar con guías descargables en la web. Si tienen problemas a la hora de usar un software en concreto podemos hacer lo mismo. Ir resolviendo sus dudas en el momento. También puede ser adecuado realizar cursos de nuevas tecnologías y para enseñar los recursos de la biblioteca.