November 2024 Network Meet-Up: Digital Inclusion Libraries - National Databank

We began the meet-up hearing from Wakefield Council and Leeds Libraries (who have gifted almost £250,000 worth of data!), who are very experienced Databank Hubs. Later, we moved on to breakout rooms discussions, covering key challenges that may arise in delivering digital inclusion support, as well as positive outcomes and strategies to implement going forward.

Key Challenges and Issues:

• Accessibility and Language Barriers: There is an increasing number of refugees and asylum seekers being supported, which results in a language barrier. Libraries suggested translating Databank resources into most common languages. Leeds Libraries have an image based guide to the Databank and others in simple English.
• Staff don’t have enough time to support people fully: Some libraries were struggling to support people to get set up as they were also managing the help desk and no other colleagues around to support. Others said they send people off with instructions of how to activate their data, but don’t go through the process with them!
• Two-Factor Authentication: The added expense and complexity of acquiring additional mobile phones for two-factor authentication.
• Centralisation vs. Decentralisation: Centralisation offers efficiency, bulk orders, and improved data management, but can reduce the independence, increase bureaucracy, and lead to inefficiency. Decentralisation empowers local libraries but can result in inconsistency, increased costs, and data management challenges. 
• Misuse of Databank: There were some concerns that people might take advantage of Databank with multiple sim applications, but many libraries had internal systems to avoid this. 
• Good Things Support: There was some frustration with long wait times for support from the Good Things Foundation.
• Rural Library Challenges: Difficulties in forming partnerships and accessing support due to remote locations.
• Transactional relationship: Brings a lot of people into the library, but there isn’t always an opportunity to promote other services.
• Short-Term Solution: Recognising Databank as a temporary solution and the need for a more sustainable long-term strategy.
• Vodafone sim card preference.
• O2 not generally popular as customers would much rather have data rather than the minutes and texts.

Positive Outcomes and Strategies:

• Bringing new people in the library: Despite the challenge above, several attendees said the National Databank was bringing in new customers who start to engage with other library services.
• Community Partnerships: Collaborative efforts with other organizations to enhance support services, mostly refugee organisations and foodbanks.
• Word-of-Mouth Promotion: Effective in raising awareness about Databank services - most libraries say that this is the most common method of promotion.
• Visual aid: Using visual aids like picture-based leaflets to overcome language barriers.
• Volunteer support: It can be very helpful, especially when they speak other languages.
• Bridging the Digital Divide Gap: Despite the challenges, libraries recognize the essential role of the National Databank in promoting digital inclusion. 
• Working with asylum hotels: Many libraries were doing this successfully and others were keen to learn from them.
• Appointment system: Some libraries have had to start running an appointment system to cope with demand.