There's dumb, and then there's dumber.

Remember my post from a couple of months ago calling out the KCMO Public Library's IT department for their response to someone experiencing issues with joining a chatroom over their wireless connection? Well, the library has finally gotten around to posting some newer entries on its "comments and suggestions" board (something, by the way, that it really needs to do more often than every other month or so) and it seems that I wasn't alone in my disdain for their answer. You'd think that would have inspired them to rise to the occasion and come through for the patron with the issue, wouldn't you? Well, think again.

And how do I know they actually haven't resolved the patron's issue, you ask? Simple-I sojourned down to the Central Library myself last evening and attempted to hit the chatroom. While there really is a problem with the Java applet's certificate-to wit, that it's expired-that's not why the chat isn't coming through. (In Firefox, you can get around this by deciding not to trust the certificate; the applet will still run, but in an enhanced security mode.) No, the reason you can't get in is that port 7000 is blocked on the Wi-Fi.

Which raises its own questions, not the least of which is why this should be the case when it isn't on the connection for the library's computers (assuming the IT department is telling the truth about being able to access the chat on its workstations). And if anyone down there would care to explain why none of you could come up with a straight answer for this patron after nearly three months, we're all ears.

The really sad thing about all this is that the patron-whom I don't know from Adam or Eve-appears to be someone who really needs the support he or she is trying to obtain, and the library has let him or her down at every turn. At the very least, the decency of a personal apology would be expected.

And take it from someone who's worked in end-user support for a good number of years now: The "Gee, it works when I try it" defense is a good way to put yourself on the fast track to the unemployment line in the private sector. The person on the other end of the conversation-who is your customer, remember-could care less if it works for you. The conversation is taking place because it isn't working for them.

The library has been apprised of the situation. Updates forthcoming if and when they respond. And if anyone who stops by a library branch in the meantime should discover the problem has been resolved, let us know.