1. DIGITAL HUB PROGRAM

2. 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?

3. 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.

5. Statistics
Month
Total Group Sessions
Total 1-1 Sessions
Total Sessions
Total Group Participants
Total 1-1 participants
Total participants
Jan-Jun 13
148
590
738
814
592
1406
Jul-Dec 13
166
604
770
964
1568
Jan-Jun 14
195
600
795
1222
1822
Jul-Dec 14
209
673
882
1172
1845
Jan-Mar15 81
267
348
492
759
TOTAL
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.

6. 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

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

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

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

10. HOW MUCH DOES IT COST?
Free to participants Library costs: staff salaries, equipment and maintenance, software subscriptions, infrastructure – lighting, power, air conditioning

11. 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

12. 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
You could mention
No pressure
Repeat a lesson as often as required
Flexible entry points
Even though the lessons are typically developed as a series, the structure and programming allows flexibility
Not getting through the entire lesson in a class of novices – they can repeat the topic
How you assist participants that fall a little behind

13. The Team Manager Library and Cultural Services
Coordinator Regional Library Services
Coordinator Electronic Services
Electronic Services Officer
Electronic Services Trainee
Digital Hub Trainers
Roles
Manager –
Coordinator Regional Library Services -
Coordinator Electronic Services -
Library Assistant -
Trainee -
Trainers – Research current technology, Develop and Review content, Deliver training, admin (registrations, record keeping)

14. 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
Resources
Online Booking - Evanced
Digital Hub – dedicated space within the CBD library with high speed broadband internet – laptops, tablets, panel
Topic content – wide range of basic level topics determined by patron needs, powerpoint presentations, trainer manuals, Fact Sheets,
Fact Sheets – Summary of lesson content for learners to use as a reference
Feedback Sheets – provide valuable data and information for review of program. Provides the stimulus for an ever-evolving and changing program

15. 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
Adjusted Delivery
Main goal is to cater to the many and varied needs of patrons. Trainers have extensive previous experience in education, particularly special needs and working with students with English as a second language.

16. 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

17. 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