A Team Approach to Tech Support

About the Program

Category: Libraries (Best in Category)

Year: 2022

In 2018 the Miami-Dade Public Library System (MDPLS) began providing one-on-one tech assistance to patrons at several branch locations serving the communities of Virrick Park, South Miami, South Shore and North Shore. The idea first started after several branches noticed a trend developing as patrons were bringing their devices to the regular computer classes wanting to know more about how to use their devices as well as how to access the Library’s online resources. As Covid-19 cases began increasing in March of 2020, library buildings closed and the need for tech assistance only skyrocketed in the months that followed. The pandemic exposed a widening digital literacy divide. By December 2020, the virtual eDevice Advice (North Shore/South Shore),and Bring Your eDevice (South Miami - inhouse) programs reemerged to address the need for more personalized tech assistance among the underserved populations in Miami-Dade County. The programs were so well received that the Main Branch launched its own bilingual Bring Your Device (Main- hybrid) program in 2021. In a collaborative effort to provide extraordinary services spaces, and experiences, staff at these locations, promote library programs, provide instruction as well as introduce patrons to new library technologies.