WiFi and Printing: Stuff Nobody Trained You On

Library school taught you exactly nothing about WiFi. Nothing about printers. And nothing about helping a patron connect their phone to the library network so they can print a job application.

And yet, according to the PLA 2023 Technology Survey, only 20.7% of public libraries have full-time IT staff. 3.3% have no IT support at all. For rural libraries, that number jumps to 5.8%.

So who handles the tech problems? You do. Every day.

Consider this the training manual for the stuff that takes up half your shift but never appeared in a single course description.

Part 1: WiFi (The Thing Patrons Care About Most)

99.4% of public libraries offer WiFi. It\'s the single most-used technology service you provide. And yet most staff can\'t explain how it works, why it breaks, or what they can actually do about it.

The Four Complaints You Will Hear Every Day

1. "The WiFi is slow."

This is usually a bandwidth problem, not a broken network. When 40 people are streaming video on a connection designed for 20, everything slows down. Some libraries have upgraded to access points delivering 250 Mbps. Others are still running equipment that buckles when the after-school crowd arrives.

What you can do: Not much, honestly. You can't add bandwidth from the desk. But you can confirm the network is working ("Can you load google.com?") and set expectations ("We have a lot of people connected right now, so speeds may be slower than usual").

2. "I can't get to [website]."

This is almost always the content filter, not the network. If the patron can reach Google but not YouTube, the WiFi is working fine. The filter is blocking the site.

What you need to know about CIPA: Libraries receiving E-Rate funds must filter library-owned computers and devices. But most staff don\'t know this part: CIPA doesn\'t require filtering on patron-owned devices using library WiFi. Whether your library filters patron devices anyway is a local policy decision, not a federal requirement.

Libraries must also have a procedure for an authorized person to disable the filter on request by an adult without significant delay. If you don't know this procedure exists at your library, ask your supervisor today.

3. "The WiFi won't connect."

Nine times out of ten, this is a patron device issue. The most common culprits: the device is trying to connect to the wrong network, the captive portal page didn\'t load, the device\'s operating system is too old, or the patron accidentally turned off WiFi.

What you can do: Know your library\'s network name (SSID) and whether there\'s a captive portal or login page. Walk patrons through: Settings > WiFi > select the correct network > open a browser to trigger the login page if needed.

4. "Why do I need a password/library card?"

Some libraries require authentication. Others, like Denver Public Library, offer open access with no password or card required. This is a local policy decision. Know which model your library uses and be able to explain why.

The Decision Tree: "Is the Internet Down?"

Print this. Tape it behind the desk.

1. Is it one person or everyone? One person = probably their device or account. Everyone = move to step 2.
2. Can you reach any website? If Google works but another site doesn't, that site is down or blocked. Not your network. If nothing works, move to step 3.
3. Is WiFi also affected, or just wired computers? Both down = the internet connection itself is the problem. Call IT. Only WiFi down = an access point may need rebooting. If you've been trained on which device to reboot, try that. Otherwise, call IT.

The single most useful thing you can learn: the difference between "the WiFi is down" and "one website is blocked." These are two completely different problems with two completely different solutions. One requires IT. The other requires checking the content filter policy.

Parking Lot WiFi Is a Real Service

A USC survey found that 63% of people without home broadband go online most often at libraries or schools. Of those, 22% connect from the parking lot. During the pandemic, libraries learned that WiFi needs to reach outside the building. If your WiFi signal dies at the front door, that's worth raising with your director.

Part 2: Printing (Still a Nightmare, Still Not Going Away)

Despite decades of predictions about the paperless future, patrons still need to print. Job applications, legal documents, school assignments, tax forms. The people who need library printing the most are often the people with the fewest alternatives.

The Five Printer Problems You Will See Every Day

1. Paper jams.

The most common printer problem in the history of printers. Causes: mixed paper types in the tray, overfilled trays, worn rollers, foreign objects. Open the printer, pull the jammed paper gently in the direction of paper travel (not backwards), check the rollers for debris. If jams happen constantly, the rollers probably need cleaning or replacement. That's an IT/maintenance call.

2. "My print job disappeared."

With release-print systems (PaperCut, EnvisionWare, Pharos), the patron sent the job but didn\'t release it at the print station. Or they sent it to the wrong printer. Walk them to the release station and help them find their job in the queue. If it\'s not there, they need to resend.

3. Print jobs stuck in the queue.

A stalled job blocks everything behind it. Clearing the print queue is the single most useful troubleshooting skill for frontline staff. On Windows: open Services (search "services.msc"), find "Print Spooler," right-click, restart. That clears the backlog. If you're not authorized to do this, know who is and how to reach them fast.

4. Driver or connection failures.

The computer can\'t talk to the printer. This usually happens after a system update changes something. On public computers, this almost always requires IT. On patron devices, the fix is usually to use your library\'s web upload or email-to-print system instead of trying to connect directly.

5. Toner issues.

Faded prints, streaks, "toner low" warnings. Know where replacement toner is stored. Know whether you're authorized to swap cartridges yourself or need to call someone. Being able to swap toner in two minutes instead of waiting an hour for a work order is the difference between a minor inconvenience and 15 angry patrons.

Mobile Printing: The Growing Pain Point

Patrons increasingly want to print from phones and tablets. Most library print systems now support three methods:

• Email-to-print: Patron emails their document to a library print address. Lowest friction.
• Web upload: Patron visits a URL and uploads a file. Also low friction.
• App-based: Patron installs PaperCut, Pharos, or similar app. Higher friction because nobody wants to install an app.

Know which methods your library supports and have the email address or URL written down at the desk. This one piece of information will save you dozens of conversations per week.

The Cost Recovery Debate

Houston Public Library offered free printing for a year, then resumed charges in November 2024 ($0.15/page black and white, $0.50 color) because the budget couldn't sustain it. Every library faces this tension: charging creates barriers for people who need to print job applications, but free printing creates waste and budget problems.

The compromise that works for many libraries: a set number of free pages per day (typically 10), then a charge after that. This handles the patron who needs to print one form without penalizing the person trying to print a 200-page manuscript.

Part 3: Public Computers (The Other Infrastructure Nobody Talks About)

Session Management

Most libraries use some form of session management: CASSIE (Librarica), Userful, or time management software like Fortres Grand. These handle patron authentication, time limits, waiting lists, and session tracking.

The daily issues you will handle:

• Forgotten library card numbers or PINs for login
• Expired cards blocking computer access
• Patrons who need a computer immediately but don't have a card (know your guest pass procedure)
• Time extension requests when sessions expire mid-task

System Restore: Your Best Friend

If your library uses Deep Freeze (Faronics), every computer restores to its original state on reboot. That means malware, changed settings, downloaded files, and browser history all disappear. Libraries using Deep Freeze have reported reducing IT support tickets by 63%.

This means: When a public computer is acting weird, the first answer is almost always "restart it." The reboot clears whatever the last patron did. If the problem persists after reboot, it's a real issue that needs IT.

Accessibility Stations

Your library should have at least one workstation with JAWS (screen reader) and ZoomText (screen magnifier) installed. NVDA is a free, open-source screen reader alternative for budget-constrained libraries.

Important deadline: The DOJ\'s 2024 ADA Title II update requires all state and local government digital services to meet WCAG 2.1 Level AA accessibility standards. The compliance deadline is April 26, 2026 for entities serving 50,000 or more people, and April 26, 2027 for smaller entities. If your library isn\'t already working on this, raise it with your director now.

At minimum, you should know: where the accessibility station is, how to launch JAWS or ZoomText, and how to adjust font size and contrast settings on any public computer. You don't need to be an expert. You just need to help someone get started.

Part 4: "Can You Help Me With My Phone?"

Patrons hand you personal devices every day. They want help downloading Libby, connecting to WiFi, printing a document, setting up email, or navigating their smartphone. It's a core part of your job now, whether your job description says so or not.

What Staff Should Help With

• Connecting to library WiFi
• Using library resources (catalog, databases, e-book apps like Libby)
• Printing from personal devices via the library's mobile print system
• Basic orientation ("this is the settings icon on your phone")

What Staff Should Not Provide

• Personal device repair or diagnostics
• Password recovery for personal accounts (email, banking, social media)
• Software installation beyond library-related apps
• Data transfer or backup services

Why This Boundary Matters

Three reasons. First, patron vulnerability: handing a stranger your unlocked phone feels uncomfortable, even if that stranger works at the library. Second, staff pressure: you're not a phone repair technician and shouldn\'t be expected to act like one. Third, liability: patrons may claim staff changed settings, deleted files, or damaged their device.

The E.C. Scranton Memorial Library's 2025 Technology Assistance Policy provides a good model: assistance is "guided instructional support." Staff help patrons learn to use technology themselves rather than doing it for them. Technology assistance is "not a replacement for professional technology services."

If your library doesn't have a written tech help policy, advocate for one. It protects staff and sets clear expectations for patrons. Without it, every interaction is a judgment call with no backup.

The Specific Pain Point: Printing from Patron Devices

This is where printing and device help collide, and it generates the most desk traffic. Have this information ready:

1. Which mobile printing method does your library support? (email-to-print, web upload, or app)
2. What is the exact URL or email address for submission?
3. Where does the patron pick up the printout? (which printer, which release station)
4. File format warning: some systems don't handle .pages, .heic, or Google Docs links. Patrons may need to export as PDF first.

Part 5: Hotspot Lending (And the Funding Crisis Threatening It)

46.9% of US public libraries now offer hotspots for checkout, up 14.4 percentage points from 2020. It's one of the most impactful things libraries have done for digital equity in the past five years.

The people who benefit most: households without home broadband (disproportionately low-income, rural, and communities of color), students doing homework, job seekers, and seniors who can't easily travel to the library.

How Hotspot Programs Work

• Loan periods: Typically 1-4 weeks, renewable
• Eligibility: Library card in good standing; some require a signed user agreement
• Device management: Providers like Kajeet offer remote service suspension for unreturned devices, content filtering, and usage monitoring
• Loss mitigation: User agreements with fee contingencies; remote suspension as incentive to return

The 2025 E-Rate Crisis

In September 2025, the FCC voted to end E-Rate support for hotspot lending, reversing its own 2024 rule that had made hotspots E-Rate eligible. 1,762 libraries had applied for E-Rate hotspot funding. Over $248 million had been distributed through the Emergency Connectivity Fund for library hotspot programs.

The impact is already visible. LA County Public Library began winding down its hotspot lending program, which cost approximately $40,500 per month, because it was unsustainable without federal support. The Digital Equity Act grant program was also cancelled in May 2025.

ALA called the FCC decision "one more way to limit access to information."

What this means for your library: If your hotspot program relies on E-Rate funding, it's at risk. If it relies on other grant funding, check whether that funding is also affected. If your library is considering starting a hotspot program, the PLA DigitalLead Hotspot Playbook (developed with NYPL, Kansas, and Maine) is the best starting resource, but the funding landscape has fundamentally changed.

Part 6: The Networking Basics Nobody Taught You

You don't need to be a network engineer. But knowing a few concepts will save you from calling IT unnecessarily and help you explain problems to patrons.

DNS and DHCP in Plain English

DHCP is the front desk handing out room keys. When a device connects to the network, DHCP assigns it an address. If DHCP fails, the device gets a self-assigned address (starting with 169.254) and can\'t reach anything. If a patron\'s computer shows an IP address starting with 169.254, DHCP isn\'t working. That\'s an IT call.

DNS is a phone book. It translates "google.com" into the actual number the computer needs to connect. If DNS fails, the internet is technically "working" but no websites load by name. The clue: if you can reach a website by its IP address but not by its name, it\'s a DNS problem. Also an IT call, but now you can tell IT exactly what\'s happening instead of "the internet is broken."

When to Reboot vs. When to Call IT

Reboot first (if you're trained and authorized):

• A single public computer is frozen or unresponsive
• A patron\'s session won\'t start or end properly
• The print release station screen is blank or frozen
• A single WiFi access point appears offline (only if you know which device and have physical access)

Call IT immediately:

• All computers or all WiFi is down simultaneously
• You see error messages about IP addresses, DHCP, or DNS
• A printer displays hardware error codes you don't recognize
• The content filter is blocking something it shouldn't (or not blocking something it should)
• Anything that looks like a security concern

You Deserve Better Training

You\'re doing a job you were never trained for, with equipment you didn\'t choose, serving patrons who need these services more than almost anything else the library provides. 95.3% of public libraries offer some form of digital literacy support, but 39% cite lack of funds or resources as a challenge.

The stuff in this article isn\'t glamorous and it\'s not winning a conference presentation award. But it's what actually happens at the desk eight hours a day: WiFi complaints, printer jams, patron phones, and the question "is the internet down?" asked 15 different ways.

Close this tab and do these three things today:

1. Print the "Is the Internet Down?" decision tree and tape it behind the desk.
2. Write down your library's mobile printing URL or email address and post it at every public computer.
3. Ask your director if your library has a written tech help policy for patron devices. If not, advocate for one. It protects you.

You deserve training for the work you actually do. This is a start.