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Digital Literacy

I don't know the answer, but I know how to find out !

What is the limit to what library staff can do on behalf of customers?

Why libraries? In 2004, the NSW Public Libraries Network Research Committee published the report eGovernment: Issues and Implications for Public Libraries13 . This report suggested two distinct but important reasons as to why libraries should be involved with eGovernment.

 

1. Libraries are government funded and already provide e-services. It is a natural extension therefore to assist the public with eGovernment.

 

2. Some public libraries are already combined with local council services. Libraries are already beginning to move beyond the role of offering traditional ‘library’ services.

 

Another equally valid reason is simply that there is a community need. Victorian libraries have committed to address the changing needs of their users and eGov services should be no exception. This reasoning is supported by the 4th recommendation in the Victorian Public Libraries 2030 Strategic Framework.

 

“Phase in relevant service and program initiatives over time according to the community’s changing information, content and literacy needs"

Digital inclusion is recognised as one of the key social justice challenges facing policy makers and communities worldwide. Digital inclusion is not just about computers, the internet or even technology. It is about using technology as a channel to improve skills, to enhance quality of life, to drive education and to promote economic well-being across all elements of society. Digital inclusion is really about social inclusion. It's easy.

It was found that staff will have to significantly improve their digital and media literacy skills if libraries are going to successfully adapt to the changing technology environment. Information and communications technology (ICT) skills will be needed to increase capabilities in ICT policy and planning, systems management, ICT support, social media and mobile applications, as well as digital resources management.

Training and development activities to address current low levels of digital literacy and ICT skills should be regarded as a high priority for the Victorian public library sector.

It was very clear in our public library staff survey results that views on digital literacy support are mixed. 

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Some staff stated:

  • "No limits if there are sufficient staff. This is a question we are struggling with at the moment - how much assistance do we offer?" 
     

  • "Limits to staff ability, staff empathy and skills"
     

  • "We offer assistance with completing forms." 
     

  • "To direct public to websites & assist to find forms but not to complete forms "
     

  • "The public would like us to have better knowledge as they are relying upon us to help them fill in forms, access myGov, apply for jobs etc. Often we don't have the resources or expertise to assist."
     

  • "Public libraries provide access to the community to on-line services by offering free access computers and free wifi access. Where time permits staff are also able to facilitate access by providing support and/or formal and informal information sessions"
     

  • "assisting with mobile devices, internet, emails, help with applications if there is time while on desk, other applications"
     

  • "We offer basic digital literacy training and pathways to further training opportunities with local providers. We offer point of need assistance with technical issues to do with e-government (logging in, how to fill in a form) but as a rule do not touch the keys and do not interpret the online content"
     

  • "I think without further funding or specialised programs we don't have adequate time to assist more with digital literacy. We need to make time for digital literacy support, especially when there are whole communities being left behind because they don't have support."
     

  • "The library staff are constantly asked to fill in people's online forms due to the customers lack of ability and knowledge. This steps over the line of privacy and the legal provision of personal information."
     

  • "The staff time available to assist or train people requiring assistance"
     

  • "not enough staff for the demand"
     

  • "Library staff are very uncomfortable and will not complete online forms or deal with any personal information so it is important that we can provide customers with training in how to access and use technology devices, the internet, etc. so they can do it themselves. If the library is busy it is also difficult to dedicate enough time to an individual having problems using technology."
     

  • "Staff skills, staff interest, training, cultural shift and expanding needs of public."
     

  • "sometimes not all staff have the skills or confidence to provide this assistance" 
     

  • "Mainly staffing, ie time, but also the issue of role of "librarian" v. "social worker" for some staff" 
     

  • "To provide the above services, basic training to enable participation in e-government and pathways to further learning. We do not want to become a standard triage point for all government agencies so need to defend our boundaries. Any government agencies wanting to use our spaces for digital literacy education would be welcome"
     

  • "I try to provide basic level introductions to a broad range of topics though not much further. For further training learners are referred to online options and community organisations. It is important to get all individuals to a basic level."

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