DIGITAL HUB PROGRAM

OUR PROGRAM•What is it?•What’s good?•What’s missing?• Challenges?•Who comes?• How much does it cost?• How do we get them to come and what

makes them come back?• How do we do it?

WHAT IS IT?• In 2012, the Toowoomba Regional Library Service

successfully obtained grant funding from the Department of Communications. The grant enabled a digital hub to be built, a comprehensive digital literacy program created and provided funding for our trainers. Now beyond the grant, the digital literacy program continues as a result of TRC funding.• The digital hub is a training room that is set up in a way

that enables training staff to interact easily with participants. • With our setup (hardware/software) we have

attempted to emulate what our participants will likely experience on their own devices.

StatisticsMonth Total Group

SessionsTotal 1-1 Sessions

Total Sessions

Total Group Participants

Total 1-1 participants

Total participants

Jan-Jun 13 148 590 738 814 592 1406Jul-Dec 13 166 604 770 964 604 1568Jan-Jun 14 195 600 795 1222 600 1822Jul-Dec 14 209 673 882 1172 673 1845Jan-Mar15 81 267 348 492 267 759TOTAL 799 2734 3533 4664 2736 7400

In 2.25 years we delivered 3533 sessions to 7400 participants. The Toowoomba Digital Hub was recognised by the Department of Communications as a flagship hub. We could have achieved higher stats – our resourcing was a limiting factor. The stats reflect the increasing popularity of the digital literacy program. Each reporting period shows an increase in both lessons delivered and participant numbers. Note The final reporting period is only a 3 month period.

WHAT’S GOOD?• The ability to offer topics that are responsive to

community demand• Having content that has the jargon explained

simply and where possible removed • Lessons limited to 1 hour• Maximum participants per group class set to 8• No more than 4 outcomes per topic• Provision of fact sheets or booklets for each topic

WHAT’S MISSING?Resources - We don’t always have sufficient resources to run some group classes – eg Windows 7 and Windows 8.

CHALLENGES• Resourcing a very popular program• Lessons often have to be booked well in advance,

participants can lose enthusiasm or have difficulties due to length of time between lessons• Meeting community demand with reduced

funding and staffing now that we have moved from grant to TRC funding

• Use of valuable library real estate – retention of the space within a busy library• Absentees• Car parking

WHO COMES?• Seniors 65 + • Over 55s• Unemployed• Special Needs• People from a non-english speaking

background

HOW MUCH DOES IT COST?Free to participants

Library costs: staff salaries, equipment and maintenance, software subscriptions, infrastructure – lighting, power, air conditioning

How do we get them to come and what makes them want to come back?• Use of creative topic names in our marketing –“Computers

for the totally terrified” is a great example it encourages potential participants to make the leap and come to the library for a “computer” class • Promotion through TRC channels as well as within the

library service• Staff customer service skills for taking bookings and use of

established processes for managing bookings• Supportive and welcoming environment• And finally our training staff

HOW DO WE DO IT?

• Teamwork• Variety of Resources• Topics designed in a way that enable learners

to develop skills that are transferable • Utilisation of various of delivery modes• Review and respond to feedback

The TeamManager Library and Cultural Services

Coordinator Regional Library Services

Coordinator Electronic Services

Electronic Services Officer

Electronic Services Trainee

Digital Hub Trainers

Resources• Digital Hub training room or a training space in our

district libraries• Internet and WiFi connection(s)• Wide range of topics – core set to establish basic

skills plus topics that promote engaging and connecting online• Online Booking System• Feedback Sheets• Training and Electronic Services Staff

Lesson Delivery• Experienced Trainers• Use of Assistive Technologies• Group and 1-1 classes• Focus on “hands on” learning• Limit of 4 outcomes per topic• Variety of delivery modes

• Face to face, blended, self paced

Review Process• Feedback sheets reviewed• Training resources updated to match

technology changes• Team discussion around lesson challenges• Brain storming to come up with solutions to

deliver training in a variety of modes or alternate locations

SUMMARY• Free Digital Literacy program catering to many and varied

learning styles, backgrounds, demographics

• Statistics reflect a high level of demand and feedback sheets indicate a high level of participant satisfaction

• Resources enable participants to practise skills while in class and revise learning at home

• Delivery modes aimed at catering to a wide range of skill levels

• Ongoing reviews ensure currency and relevance of program

• Provide participants with a pathway to further their learning