The document contains responses from various individuals about their digital access needs and the roles of libraries and other organizations in providing digital resources. It outlines goals and behaviors for effectively serving patrons, clients, and community members. Key stakeholders discussed include a librarian updating listings, a social worker referring a client to resources, a 211 agent providing quick Wi-Fi access referral, a community activist distributing information, individuals needing computer access for tasks like banking and job searching, and organizations looking to publicize or receive donations of digital equipment.

1. Anne
„Any new system
has to be as self-
service as
possible; we can‟t
have staff pulled
away from helping
other patrons‟
Key goals We must
We must notBehaviours
• Serve as many patrons as possible
• Balance time spent troubleshooting
to with well-placed referrals to
classes
• Balance the time and space taken
up by computers with everything
else the library provides
• Have enough access so people
don’t get booted off after an hour
• Guide them through sign-up process
or help with printing and hardware
issues
• Be inclusive of all uses of the
computer and all cultures and
languages.
• Thinks practically and realistically
• Accepts all patrons
• Refers patrons with training needs
• Take on more technology we can
realistically maintain
• Divert space/money/staff from books
and other resources
Librarian

2. Kayla
„My clients need
access to
computers and
wi-fi on a daily
basis and I don‟t
always know the
best place to refer
them‟
Key goals We must
We must notBehaviours
• Make a good referral to their client
• Be prepared to address questions
about hours of service and what
resources are available
• Respond quickly and don’t let their
client down
• Provide up-to-date & accurate
information on what is available
• Have an easy-to-use site with
reliably quick results
• Make qualifications or limitations
very clear
• Works quickly and efficiently
• Knows their clients’ backgrounds
and special needs well
• Give false information
• Require specialized searching skills
or jargon to use the search
Social Worker

3. Daniel
„When people
call up I need to
make a quick
and accurate
referral‟
Key goals We must
We must notBehaviours
• Make a good referral to their caller
• Be prepared to address questions
about hours of service and what
resources are available
• Respond quickly and don’t let their
caller down
• Provide up-to-date & accurate
information on what is available
• Have an easy-to-use site with
reliably quick results
• Make qualifications or limitations
very clear
• Works quickly and efficiently
• Must make inquiries about the
callers’ backgrounds and special
needs
• Give false information
• Require specialized searching skills
or jargon to use the search
211 Agent

4. Rob
„When I‟m out
talking to people
in the
community I get
a lot of
questions about
computer or
wi-fi access
Key goals We must
We must notBehaviours
• Leave behind printed materials on
computer and wi-fi access points
• Spread the word about community
resources
• Ensure his materials are accurate
and up-to-date
• Provide up-to-date & accurate
information on what is available
• Allow for the quick compilation and
printing out of resources in a variety
of languages
• Make qualifications or limitations
very clear
• Understands his community and
their needs on a deep level
• Grows frustrated with the lack of
usable resources to help them
• Give false information
• Require specialized searching skills
or jargon to use the search
Community
Activist

5. William
„On the weekends
I manage my
personal finances
and pay bills
online, but I don‟t
have a computer
at home‟
Key goals We must
We must not
Behaviours
• Get information and make financial
transactions at a comfortable pace
• Keep up-to-date on news and
financial trends
• Check email and social network
feeds
• Provide ample access so I don’t
have to be logged out after 1 hour
• Provide adequate hours in the
evenings and on weekends when
I’m not at work
• Provide privacy and security for
viewing sensitive information
• Drives to the library from home or
stops on his way home from work
• Worries about the security of the
library’s network
• Keeps focused on his task so he
can move onto more enjoyable
things
• Limit usage by time period
• Close for an extended period of
time for renovation
Bank Teller

6. Arnold
„I use my laptop
to keep
connected to
friends and
family, but wi-fi
isn‟t in my
budget‟
Key goals We must
We must notBehaviours
• Check email and social networks
• View and print messages and event
details
• View video and photos from family
• Apply for services such as Medicare
Part-D online
• Provide easy-to-access wi-fi
• Provide adequate hours during the
day before I get busy with activities
• Provide ability to watch videos with
the volume on
• Walks to the library first thing in the
morning
• Savours his computer time and the
chance to feel connected to people
who are far away
• Always goes to the same library and
sits in the same place
• Charge or add any other barriers to
wi-fi access
• Close for an extended period of
time for renovation
Retiree

7. Esme
„I‟ve been looking
for work for 6
months. Every
employer requires
an online job
application
nowadays‟
Key goals We must
We must not
Behaviours
• Search for jobs and research
companies in the area
• Apply for jobs
• Check email and print job interview
details and directions to the
interview
• Provide troubleshooting support for
when search engines or application
forms aren’t working correctly
• Provide guides to job search and
research in Spanish
• Be on a public transit line and open
convenient hours
• Rides the bus to the unemployment
center three times a week
• Spends a lot of time searching and
applying, is very conscientious and
serious about finding work
• Doesn’t like to ask for help unless
she is really stuck
• Charge for printing, training, or help
• Limit usage by time
• Allow other users to be playing
videos at high volume or using
computer in other distracting ways
Job Seeker

8. Nimco
„I‟m new to this
country and I
don‟t have any
idea how to find a
computer I could
use or how to use
one‟
Key goals We must
We must notBehaviours
• Find public access computers with
trainers or help on-hand
• Connect with people back home and
with new friends via email
• Research programs and community
resources
• Provide introductory training and
help along the way in Somali
• Provide information on what’s
available via print or dumb phone
• Be reliable and trustworthy
• Does not have any familiarity with
the concept of a free library
• Distrusts government agencies and
is overwhelmed by their complexity
• Doesn’t really know what the
internet could do for her
• Charge for training, or help
• Speak English Only
Mother

9. Janae
„Most of the time I
have access, but
every once in
awhile something
comes up and
then I feel lost and
disconnected‟
Key goals We must
We must notBehaviours
• Find public access computers
nearby on the rare occasions she
needs one
• Write papers, do research
• Connect with friends via social
media
• Provide lightweight mobile site she
can load on her smartphone
• Provide walking or biking directions
• Provide information on what
software is available at each
location
• Very technologically savvy
• Not familiar with common social
support and referral services like
211 or 311
• Under tremendous pressure with
multiple deadlines
• Limit usage to internet only
• Limit hours to 8-4 M-F
Online
Student

10. Harriet
„I know a digital
divide exists,
I‟m just not sure
what I can do
about it
personally‟
Key goals We must
We must notBehaviours
• Understand the circumstances that
contribute to the digital divide
• Feel empowered to do something
and connected to those they’ve
helped
• Donate time or hardware
• Provide information about the safety
and worthwhileness of donating
• Provide stories of those helped by
digital divide programs
• Be open convenient hours and
willing to recycle what we can’t use
• Reads newspapers and blog posts
on the digital divide
• Is concerned about how her donated
technology might be used
• Expect her to be involved for
extended periods of time
• Appear ungrateful or unsure of if we
can use her help
Attorney

11. Cho
„We have these
laptops and free
wi-fi and I wish
more people
knew about
them, they‟re
rarely used‟
Key goals We must
We must notBehaviours
• Publicize his businesses resources
• Feel like he is helping his
community
• Find volunteers to help with training,
troubleshooting, and maintenance
• Provide a very easy to fill out form
• Provide an easy way to search for
people interested in volunteering
their time
• Talks with people in the community
every day and knows how they feel
• Wants to contribute and help others
get a leg up
• Make the barrier to posting too high
• Make it hard to understand how the
information will be accessed by
others
Barista

12. Anne,
Librarian
„We just renovated and I need to update
our listing to reflect our new resources‟

13. Kayla,
Social Worker
„Monica called this morning and said the
shelter worker told her a rental unit is
available but she has to apply today‟

14. Daniel,
211 Agent
„Armando is looking for free wi-fi and he
needs it right away. He has his own
laptop but might need help getting online‟

15. Rob,
Community Activist
„Headed into the Phillips Neighborhood
today. I‟ll need flyers in Somali and I
should include introductory classes‟

16. William,
Bank Teller
„Seems like I never get more than an
hour on the library computer when I go
after work. I wonder if there‟s somewhere
else with better availability‟

17. Arnold,
Retiree
„Some of the guys at the VFW were
talking about this oral history project
they‟re doing, but I don‟t know how to use
my webcam or microphone‟

18. Esme,
Job Seeker
„Getting to the Unemployment Office
everyday is exhausting, I wish there was
some way to get my own laptop or
someplace close by to just check email‟

19. Nimco,
Mother
„I‟m sure that there are things I could do
more easily with computer access, but
using government agencies is always so
complicated, and I doubt it‟s really free‟

20. Janae,
Online Student
„My car and laptop were stolen last night.
I have two term papers due on Friday
and no idea where to find a computer
where I can do research and write‟

21. Harriet,
Attorney
„We upgrade our tablets and laptops at
home about every two years and every
three years at work. That‟s a lot of good,
working hardware just going to waste‟

22. Cho,
Barista
„A few of our “regulars” have donated
laptops in the last few months, but
nobody knows that they‟re here‟