Digital Empowerment – All Inclusive Conference
Telecentre-Europe Summit 2013, Malta 24-25 October

“Pane e Internet in the...
Pane e Internet (P&I)  Bread and Internet
• “P&I” is the main e-inclusion programme of the
Telematics Plan of the Emilia-...
Pane e Internet (at September 30, 2013)

• 8300 participants (+ 3000 from pilot)
• 507 courses finished
goal (June 2014): ...
“P&I in the library” - pilot phase /1
Initial motivation: provide post-course support
Pilot with 22 libraries in Bologna c...
“P&I in the library” - pilot phase /2
Service trials (Fall&Winter 2012-13)
Design/organisation of customized assistance se...
“P&I in the library” - pilot phase /3
Purposes of trials:
• assess demand for the new services
• identify most common user...
“P&I in the library” - pilot phase /4
Trials assessment workshop (February 2013):
•
•
•

services deployed in very differe...
“P&I in the library” – scaling up phase
Piacenza
8 Libraries
1 active

Ferrara
6 Libraries

Reggio Emilia
12 Libraries
7 a...
“P&I in the library” – e-facilitators community /1
April - June 2013: five x 3-hour workshops with 15 e-facilitators (pilo...
“P&I in the library” – e-facilitators community /2
Needs to be addressed:
• day by day communication and information shari...
Thank you very much !!!
Stefano Kluzer (s.kluzer@gmail.com)

For further information
•

Grazia Guermandi
Regione Emilia-Ro...
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TE Summit 23-24.10.2013.-Stefano Kluzer-E- facilitator, Italy

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TE Summit 23-24.10.2013.-Stefano Kluzer-E- facilitator, Italy

  1. 1. Digital Empowerment – All Inclusive Conference Telecentre-Europe Summit 2013, Malta 24-25 October “Pane e Internet in the Library”: e-Facilitators in Emilia Romagna region Stefano Kluzer – RTI* for Regione Emilia-Romagna (IT) * Ismo – Simki - Aeca
  2. 2. Pane e Internet (P&I)  Bread and Internet • “P&I” is the main e-inclusion programme of the Telematics Plan of the Emilia-Romagna Region (PiTER)  pilot started in 2009  current phase 2011-2014 (1.6 M€ budget) • Targets:   mature adults, elderly people housewives, unemployed, immigrants • Activities:      free digital literacy courses (20-hour) collaboration/support of local intermediaries “Grannies on Internet” in some schools (Mondo Digitale) “P&I for jobs” (see Mireia evaluation) “P&I in the libraries” 2
  3. 3. Pane e Internet (at September 30, 2013) • 8300 participants (+ 3000 from pilot) • 507 courses finished goal (June 2014): 652 courses – ca.11,000 trained • 5000 in waiting list • 25,000 calls to free P&I phone number • 157 teachers > 200 tutors • 120 day-visits by the camper van • 190 municipalities reached (out of 348 in ER) • >150,000 leaflets and 1500 posters 3
  4. 4. “P&I in the library” - pilot phase /1 Initial motivation: provide post-course support Pilot with 22 libraries in Bologna city and surroundings Training (Spring 2012) – 20-hour course on e-Inclusion and ‘e-facilitation’ services – 20 participants x 3 courses -> 60 people – librarians & volunteers (adequate digital proficiency + accept new task with no additional monetary reward) – ISMO trainers using F2F and eLearning (SELF Moodle platform) 4
  5. 5. “P&I in the library” - pilot phase /2 Service trials (Fall&Winter 2012-13) Design/organisation of customized assistance services (with library manager) Target: – former P&I trainees – citizens with weak digital competence wanting to use digital services Welcome customers + understand support needs + provide free assistance in the library – NO: technical assistance (e.g. hw or sw configuration, trouble shooting etc.) – NO: full service interactions (with authentication) on behalf of customer – YES: e-mail accounts; explaining e-government and other online services; orientation on social media use; Internet searches and navigation in general 5
  6. 6. “P&I in the library” - pilot phase /3 Purposes of trials: • assess demand for the new services • identify most common user needs • identify operational and service delivery requirements and problems • better define role and competence of e-facilitators • assess additional training and support needs for efacilitators, in view of consolidation & scaling up 6
  7. 7. “P&I in the library” - pilot phase /4 Trials assessment workshop (February 2013): • • • services deployed in very different ways (supply and demand conditions) very high customers’ response (beyond original expectations) wide range of customers’ needs (basic digital literacy -> complex requests) • • • • • assistance by appointment (waiting lists of up to 4-6 weeks in some places) limit individual support (e.g. max. 3 sessions in 1-2 months) assistance sessions with small groups (for simple but frequent requests) focused, simple and short training sessions ‘homeworks’ with simple exercises and materials given to customers Aim of e-facilitation “we help you learn how to help yourself” 7
  8. 8. “P&I in the library” – scaling up phase Piacenza 8 Libraries 1 active Ferrara 6 Libraries Reggio Emilia 12 Libraries 7 active Parma 7 Libraries 1 active Bologna 22 Libraries 20 active Ravenna 9 Libraries 3 active Modena 21 Libraries 10 active Forlì - Cesena 16 Libraries 114 libraries joined P&I 45 activated e-facilitation services 213 trained e-facilitators (50% library staff, 50% volunteers) 30/09/2013 Rimini 14 Libraries 3 active
  9. 9. “P&I in the library” – e-facilitators community /1 April - June 2013: five x 3-hour workshops with 15 e-facilitators (pilot phase) IBM consultants - Cynefin method (knowledge management in complex organisations): • mapping actors and work processes • identification of knowledge disclosure points and knowledge assets • work scenarios and related significant taxonomies (sense-making process) • initial community organisation (‘core team’) • first steps towards community public launch (early 2014) 9
  10. 10. “P&I in the library” – e-facilitators community /2 Needs to be addressed: • day by day communication and information sharing at a distance • continuous evolution of e-facilitation -> monitoring changes&solutions + continuous learning • multiplicity of assistance requests -> mutual support, exchange of information and solutions • high turnover (esp. volunteers) -> training + peer support + useful resources for new comers Next steps: • online community based initially on Moodle platform (SELF) used for training process ….. then ??? • offline activities and events (training, annual meeting etc.) • e-facilitation as main pillar of next P&I project phase (2014-2016) 10
  11. 11. Thank you very much !!! Stefano Kluzer (s.kluzer@gmail.com) For further information • Grazia Guermandi Regione Emilia-Romagna Email GGuermandi@regione.emilia-romagna.it http://www.paneeinternet.it/ 11

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