Books and Bytes: A novel approach to closing the digital divide
Libraries across three Victorian municipalities are helping thousands of residents gain vital digital skills and become more confident and comfortable using technology.
This innovative community service is offered by 13 libraries that make up the ‘Your Library’ group, a collaborative venture between the Knox, Maroondah, and Yarra Ranges metropolitan councils, serving 435,000 people.
The group’s mission is to be ‘more than just books’ and at the heart of the mission is the role of the Technology Support Officer (TSO) at each library.
CLOSING THE DIGITAL DIVIDE
With approximately one in four Australians experiencing digital exclusion, the TSOs are helping to close the digital divide within their communities.
Laura Devlin, the TSO at Ferntree Gully Library says: “Libraries have always been a place in communities where people can seek out information. As time changes, the kind of information people are seeking has changed as well.”
Colleague Katie Gatward, the TSO at Healesville Library emphasises the importance of libraries in helping people build digital confidence: “Our job is to ensure everyone can use technology in a way that works for them,” she explains.
“Libraries offer a safe space where people feel comfortable asking about technology - questions they often hesitate to ask at home, at work, or in public settings.”
LEARNING NEW TECH SKILLS
Laura says: “Some people take for granted how easily we can use our mobiles to make calls, check emails or take photos to share with family and friends that we forget that these are skills others are still learning.”
For this reason, Katie, Laura and her fellow TSOs provide 45-minute one-on-one tech support sessions and small group workshops, both of which get booked up well in advance.
“In the one-on-one sessions, we try to make people feel at ease and understand what they need help with,” says Katie. “Sometimes they hand over their device to get something fixed, while other times they want to learn a new skill, like setting up and managing an email account.
"I quickly realised not everyone knows how to use the basics, like a mouse. It’s all about adapting to different learning styles and meeting people where they are.”
RECONNECT WITH FAMILY
Katie says that particularly for the elderly, a 45-minute session isn’t just about learning to send an email. “It’s a chance for them to reconnect with distant family members or access essential online services independently.”
Each week, more than 60 one-on-one sessions are held, and over 7,000 people have attended technology support workshops to date.
TSOs have also assisted nearly 1,000 walk-in visitors and hosted more than 150 technology events for children, including special programs during school holidays and Science Week.
Feedback shows the profound impact just one session can have. One elderly patron shared how a single lesson allowed her to reconnect with family overseas after years of struggling with technology.
“It is always wonderful to see people become more confident and comfortable using their technology,” adds Laura.