Billerica Library Board Adopts Tech Help Policy to Guide Patron Device Assistance

BILLERICA -- March 3, 2025, Billerica Library Board approves technology assistance policy and hears report of 285,000 annual circulations. The Library Board of Trustees voted unanimously at its March 3 meeting to adopt a formal technology assistance policy that defines two tiers of patron help, walk-in reference desk assistance for questions under roughly 15 minutes, and scheduled one-on-one appointments for more complex needs, while explicitly barring staff from installing software, physically modifying devices, or handling suspected malware. The library director said the policy was sought by staff who needed a board-approved document to cite when patron requests exceeded what the library can provide, telling trustees that "when they have a policy they don't have to just say no." The director also reported that the library circulated over 285,000 items and hosted 577 programs in 2024, secured $8,870 in grants, and completed three staff promotions including Sharon Lomason's elevation to Permanent Assistant Library Director. The Library Foundation announced its annual wine tasting fundraiser is set for April 25, with three silver sponsors already committed.