Mr. Samson's Dilemma

On Saturday, an older gentleman named Mr. Samson approached the Reference Desk and asked for assistance. He explained that he wanted to complete a job application for a major big-box retail chain. However, when he asked for an application at the nearest store, he was told that he would need to fill it out online. Paper forms were no longer available.

There was just one problem. Mr. Samson does not know how to use a computer.

Because our branch serves a large senior population, we encounter this situation consistently. Company executives, thinking that "everyone" is Internet-savvy (or at least that "everyone" has a friend who is willing to assist them with the Web), have stopped supplying hard copies of job applications. What this means is that many older adults, who are already encountering age discrimination in the workforce, now cannot even apply for positions because they lack the skills to complete the forms online.

It is, to me, another form of discrimination.

In an ideal world, every public library would have a staff that is large enough to accommodate those who need one-on-one assistance. Many do offer librarian-by-appointment service, but ours is among the many more that cannot. We have a student assistant who is available to meet with individuals on Saturday mornings, but she will be away during the summer. We also offer computer classes, but it could be some time before he progresses from the "Basic Mouse" to the "Beginner's Internet" course. Mr. Sampson, wanting to move forward with his job search, cannot possibly wait. For him, the process of completing the online application would most likely be made even more complicated by the fact that he would have to supply an e-mail address - which he would first have to create.

Why don't companies understand that at this time not everyone is familiar with the Internet? In twenty years, probably. In thirty years, for certain. But in 2008 there are still many people who would like to be employed who do not have computer skills (and the positions for which they are applying to do require computer usage). If the companies don't wish to maintain stacks of paper applications, which is understandable, then their staff should be able to access an online application and print it out for a specific individual. To require every applicant to fill out an online form is unrealistic and, as I mentioned earlier, discriminatory.

So what did I tell Mr. Samson? I explained, politely and apologetically and truthfully (while concealing my wrath at the company) that the library is unable to provide someone to assist him in completing the job application. I then suggested that he contact our local senior center. It's not the first time that I referred a patron to the senior center for this type of information. Despite his frustration, Mr. Samson seemed satisfied - but I wasn't.