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 1485907388145921406 Jul-Dec 13 1666047709646041568 Jan-Jun 14 19560079512226001822 Jul-Dec 14 20967388211726731845 Jan-Mar15 81267348492267759 TOTAL79927343533466427367400 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

13. The Team Manager Library and Cultural Services Coordinator Regional Library Services Coordinator Electronic Services Electronic Services Officer Electronic Services Trainee Digital Hub Trainers

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

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

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