While this recent article on TechSoup highlighting NPower's work is largely targetted at non-profits, I thought this NPower work could inspire some food for thought for public libraries.
Advice on key questions about technology staffing at nonprofits
EXCERPT: "Technology staffing can be a challenge for nonprofits. You need technical services to support your mission, but technology is not often a core competency. As a result, your technology needs may be understaffed, inconsistently supported, or even overstaffed.This downloadable guide distills NPower New York's interactions with multiple organizations, large and small, and offers advice on key questions about technology staffing, including..."
Found this interesting article on CNET News about a service, "Qunu", that connects technical support inquiries up to real live users via a Jabber-based IM client.
From the Qunu website:
"What's Qunu? Qunu is a next-generation expertise matching service. We use instant messaging to connect -- in real time -- people who have software or tech-related questions with experts who are passionate and willing to help."
Could this kind of service be usefull in a library setting? From the CNET article, it appears that this service is largely used by programmers; however, given some fostering of the community, perhaps there's some interesting outcomes that could happen by teaming the library world up with Qunu.