The Internet connection at the library is slow and you may be getting a lot of unhappy customers frustrated with the speed of the Internet.
In case you or a staff member is approached by a customer complaining about the speed of the Internet, here is some information you can use to answer some of their questions:
Do apologize to the customer for experiencing problems with the Internet at the library and let them know that our IT help desk is aware and working hard to resolve the issues as quickly as possible.
We have an average of 380,000 customers visit our libraries in a month and that is average of 20,000/day. Nearly 100,000 customers use computers in the library every month. Every customer entering one of our libraries immediately takes up one Internet connection due to their Smart Phone, e-reader or another tablet device. At any given time, our Internet usage peaks around 383 MB on our 500 MB pipe.
Any website that is accessed via the library computers has to go through Smart Filter/CIPA firewall first and that is another reason of slow Internet connectivity. CIPA or Children Internet Protection Act is a federal law enacted by Congress to address concerns about access to offensive content over the Internet on school and library computers.
Please keep printed Comment forms to offer to customers so they can submit comments when the Internet is down. Do let your Team Leader know if you have any question.
Thanks,
Shammi
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