October 24, 2013

Liability handling customers' devices

Question:  I submitted a question awhile back about the liability staff assumes when customers hand us their personal devices and expect us to do the necessary steps for them.  What happens if we drop the device or something technically goes wrong?

Answer by the Library Communications Team:  Information on this topic was posted today on Inside VBPL. Here are links to the Policy and the Form both of which may be found in the Policy and Procedure Index on SharePoint under T for Technology.


  1. So, can a staff member refuse to assist a customer with their personal device? Say I don't want to take that responsibility of that customer’s device. As a staff member do I have to do this?

    1. Operations Steering CommitteeDecember 23, 2013 at 4:06 PM

      The answer is no, they may not refuse to help a patron but they don’t necessarily have to handle a customer’s device. They will have to explain it verbally in a manner the customer understands however. Of course, the form is there to protect the employee so if there is an accident, they are held harmless.