Laura Minnich is JPL's Westbrook Branch Manager and has an astute way of serving customers and teaching computer classes. Laura is pictured here with her husband, Michael, when they were hiking in the mountains. (Click on the photo to get a better view.)Why did you choose a career as a librarian?
Serendipity, really. I didn’t set out to become a librarian. I was teaching young toddlers in a daycare/preschool and working on my portfolio for grad school, where I was intending to pursue an MFA. But I wasn’t happy with the way my portfolio was coming together, and I didn’t feel like early childhood ed. was exactly where I wanted to be either. So, in a bit of a last minute panic, I applied to two programs at the University of Pittsburgh—public policy and library science. I didn’t even think of library school until the day before the deadline to apply, so you can imagine what a stellar application that was!
You won the 3rd quarter 2008/2009 R&R award as "Good Trouper" and are lauded for dropping everything to serve a customer and providing computer classes. What talents do you use to provide such customer service and your computer classes?
Hmm…I’m not sure that I have any special talents in this area, but here goes:
CUSTOMER SERVICE: One talent, if you can call it that, is being able to remember customers’ names pretty easily. That really goes a long way. Also I think it is important to just genuinely be nice and not let past bad experiences get in the way of how you handle a customer.
COMPUTER CLASSES: The computer classes were developed because we observed a need. Many customers were coming to the library to apply for jobs but didn’t have any idea how to use a computer or find the appropriate website. We decided to use the ASPIRE center because there is almost always a line for computer use at WBK, and taking students to ASPIRE center wouldn’t deprive customers of the opportunity to use the public computers. Again, I don’t think any particular talent is involved—these are VERY basic skills that we tackle, like using a mouse or finding the enter key or creating an email account. Patience is a good quality, as is a willingness to teach the same thing over and over.
Tell us about the kinds of computer classes you provide and a couple of customer successes because they took these classes.
We offer two different computer classes at Westbrook Branch:
OPEN ACCESS is a two hour walk-in session for customers who are working on employment application/skills or applying for various state benefits. We noticed that customers were frustrated at trying to complete food stamp applications or job tests in the 30 minutes allotted by Pharos. Open Access allows customers an extended session and a library staff member available to answer questions.
ADULT COMPUTER CLASSES are one hour sessions with pre-registration recommended. This class focuses more on skill building. It is somewhat free-form in the sense that I often have customers who are varying degrees of beginner. Because these classes are 5 or fewer people, I am usually able to work one-on-one with students. I generally try to determine how comfortable/knowledgeable a customer is before he or she gets to the class so I can prepare some activities/practice bits for him/her to work on while I am with another student. For example, I might have one student starting out on the Mousing Around Tutorial*, another student working on creating an email account and a third using Word to create a resume. This system works well for us because we’re small and it doesn’t bother me to work in a fairly non-linear fashion. I think it would be more difficult to set up a computer class in this manner at a larger branch. On the other hand, I have never been able to offer a class focused on one particular program (Word, excel, email) and have anyone sign up or express interest here, which is one advantage of a larger location.
*Pablo Creek Branch has some great resources for computer classes and one is a page with links to computer related tutorials online.
SUCCESS STORIES: I know that several of my Open Access attendees have found jobs as a result of being able to complete an application. They usually come back in to let me know, which is nice. One customer who attended my adult computer classes was able to polish her computer skills enough to take some online classes and go back to school. A mother and her daughter (who lives out of state) were able to communicate more frequently because the mother came into the library and attended classes until she was truly comfortable using email. One of the things many of my customers are most excited to learn is how to attach a resume to a job application—that’s a little success, but it makes their job applications go so much faster!
What do you believe is your greatest accomplishment in life?
Career wise, two things that I am most proud of are the preschool storytime program I developed at West Regional and the great rapport we’ve developed here at WBK between staff and customers.
What book has most influenced your career and why?
There are many books that have influenced me over the years, but one that stands out right now is The Phantom Tollbooth, by Norton Juster. I read this in junior high/high school and it’s a great book about finding & following your direction in life. It’s also one of the many books that sharpened my interest in children’s literature.






























