Libraries play a crucial role in digital inclusion. With good locations and internet connections, they're widely used and can make a big difference in supporting residents. In Wembley Library, all the librarians are trained Digital Champions.
Brent is one of the local authorities leading the way when it comes to digital inclusion. It has a policy that encourages every member of staff in a public facing role to help and support residents to improve their digital skills.
Libraries across the borough are at the forefront of this initiative. All librarians complete Digital Champions training, and everyone has to do the essentials courses as mandatory learning, as well as, selecting three other courses
It’s all going good! We’re helping everyone! We’re pointing them in the right direction and we’re teaching them IT skills too! And how to be self-sufficient! We don’t spoon feed – and we use our time effectively!
Brent's cross-borough digital inclusion drive means there is a focus not just on helping people as a one-off, but on helping them get the skills. "You teach them how to do it and they can become self-sufficient," says Alex. "We like helping people but our main focus as Brent is that everyone can do it themselves as well. We help people with additional stages but we make it one of our things that the customers learn how to help themselves. It's definitely working!"
As well as teaching, it's also about sign-posting. "It’s working as a team, it’s focusing a lot on helping everybody... but anything too technical in certain areas, if they want help with rent issues, filing in docs – we point them to the right place or encourage them in joining IT classes". This cross-borough joined-up approach is definitely working too!