Digi-Coaches: Supporting digital inclusion in our libraries

Digi-Coaches: Supporting digital inclusion in our libraries

The Digi-Coaches programme was trialled across four Hutt City Libraries and has been a great success, bringing benefits for customers, staff, and the Digi-Coaches themselves. From day one, the Digi-Coaches became a trusted point of support, with customers sometimes queuing at their help desks for assistance, and individuals returning on repeat occasions for help.

Having dedicated, approachable people to provide patient, one-on-one digital help made a real difference in our busy libraries. Customers received support with a rancge of digital services, including online account access, email, and using smartphones or devices as well as Skinny Jump sign-ups. Many commented how much they appreciated having someone sit down with them, explain things clearly, and give them the time they needed.

The Digi-Coaches complemented our library teams by offering dedicated time and focus for customers needing extra support. Their presence enhanced our service, allowing more customers to access patient, tailored help, while our teams continued to support a wide range of other needs across the libraries.

Importantly, the role also provided the Digi-Coaches themselves with valuable experience. Some started with strong technical skills, deepening their ability to guide others, particularly in areas like online safety and privacy. Others grew their knowledge through research and hands-on practice, developing confidence in supporting a wide range of customers. The experience helped them understand the complexities of delivering digital inclusion programmes, including navigating challenges like equipment limitations and balancing diverse stakeholder needs.

Their care for people, willingness to learn, and dedication have left a lasting positive impact — on our libraries, our customers, and their own personal growth.