February 2025 network meet-up: Digital inclusion libraries - back to basics

We began by hearing from Katherine Hudson of Idea Store Chrisp Street, Tower Hamlets Libraries who shared some common enquiries and tips on digital inclusion as well as some great success stories including a customer who had no access to the internet, or any device to access it on, successfully finding employment through a device lent to him by the service.

We then moved into breakout rooms for a ‘back to basics’ discussion about digital inclusion support in libraries. 

Key challenges and issues

• Capacity: Libraries face ongoing challenges in providing digital skills support due to limited time, resources, staff capacity and funding constraints
• Capability and confidence: Lack of staff confidence and knowledge was an issue and the need for more staff training was highlighted
• Expectations: High learner expectations were found to be significant hurdles for some libraries.
• Security: Concerns about open Wi-Fi security were raised.
• Booking systems: The need for consistent booking systems across libraries was identified.
• Communication: Communication skills were identified as being very important for library staff.

Positive outcomes and strategies

• Positive impact: Libraries are providing essential services like free Wi-Fi, PC access, digital support sessions, drop-ins and one-on-one support. Loanable devices are helping those without home access.
• Using Good Things products and services: Learn My Way, Databank and Device Bank are popular resources.
• Other useful resources: Other valuable resources include the NHS app, Ofcom, Social Tariffs, Cisco, NetAcad, Citizens Online, Lloyds Bank Academy and Digital Unite.
• Successful approaches: "Tea and Tech" sessions, volunteer-led support and drop-in sessions are effective.
• Promotion: Word of mouth is the most effective way to promote services.