In 2015 the Plainfield-Guilford Township Public Library had an all-too-familiar problem to solve: how to fulfill the need for technology help in the community. While they previously offered formal computer classes, the library found that customers were wanting technology help on their terms. The technology team at the library took a step back and decided to take a very informal approach to tackle the problem, and thus “Digital Drop In” was born. “Digital Drop In” is a weekly 2-hour window where people can come in with any and all technology questions, and team with tech-savvy library staff are available to help as best they can. From old answering machines to brand new tablets and laptops, and from quick questions to weekly visitors, the “Digital Drop In” has been a great success and has eliminated the library’s need for traditional computer classes. Presenter: Laura Brack / Plainfield-Guilford Township Public Library

1. Simplified Technology Training
for the Public
How One Library Evolved to Fit the Technology Needs
of Their Community
Laura E Brack
IT Manager
Plainfield-Guilford Twp Public Library
Lbrack@plainfieldlibrary.net
317-839-6602 x2152
www.plainfieldlibrary.net

2. Who I Am

3. Plainfield-Guilford Township
Public Library

4. When did you start offering computer classes?
What kind of struggles have you had?
What are your success stories?

5. A Brief History of our “Computer Classes”
Prior to 2007…
 Introduction & Intermediate series
 Computer Savvy Seniors
 Cost per class
But…
 At the mercy of a company
 Cost us time and $ to prep
 Cost to the students
 Prerequisites
 Too many rules/ifs/buts
 Classes were too long, too much of
a commitment
OK at the time, but not good enough anymore.

6. More History of our “Computer Classes”
2007 - 2014
 Introductory series & standalones
 Shorter classes, help from volunteers
 Seniors Helping Seniors
 Great opportunities + relationships
 Cost per class/for supplies
 Thorough registration booklet
 Thorough attendance stats
 Training Needs Log…
But…
 Registration always full, waitlist,
no-shows
 Volunteers unreliable
 There’s always that one person…
 Still cost us time and $ to prep
 Still cost the students
 Still prerequisites
 Still too many rules/ifs/buts
OK at the time, but *still* not good enough.

7. Technology Training Needs Log…
 Tapered formal class offerings down to twice a year
 Took info for people who wanted tech training
 Asked what they needed to learn
 …Some people thought that meant they were then signed up for a class
 Felt pressure to offer the obscure suggestions

8. What Do They Need? What Do They Want?

9. What Do They Need? What Do They Want?
Their own stuff
Their own terms
Their own time

10. How often have you heard “My kids got me this eReader, but I don’t
know how to use it?
Do you cringe when new technologies and services are offered at the
library?
How do you cope with desk staff who aren’t as tech-savvy?

11. Rethinking Our Customers’ Needs
 Variety of devices
 Not everyone wants a class
 Varying needs (not always tech-
related)
 Different levels of know-how
 Customers and Staff!

13. What We’ve Learned
 This July will be 3 years!
 In 2014 we helped 89 people
 In 2015 we helped 196 people
 In 2016 we helped 198 people
 Attendance:
 As few as 0 and as many 14
 “You guys are better than the Geek
Squad!”
 “This was free?”
 “You’re here every week?”
 Keep track of weird questions and
fixes
 Staff strengths/weaknesses
 Set an alarm for “closing time”
 Be ready for anything!

14. Questions, Comments, Stories?
Laura E Brack
IT Manager
Plainfield-Guilford Twp Public Library
Lbrack@plainfieldlibrary.net
317-839-6602 x2152
www.plainfieldlibrary.net