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Libraries are spending an increasing amount of time helping patrons complete online forms. One librarian from Georgia shared that when a Lowes store opened recently in her town, her library had applicants streaming in, eager to complete a job application. "In my town, we're it" she shared, while other Georgian librarians nodded their head in recognition of this challenge. Not many folks in her town own computers, so her library provides the only access to the Internet, and the only spot to complete an online form. Many libraries shared that staff are increasingly spending an inordinate amount of time helping patrons complete forms for all sorts of situations, from federal forms to divorce papers to job applications. How much time should staff spend helping patrons? Should staff receive training on certain forms? How much do staff need to understand about specific forms to help patrons in a meaningful way?
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