1. —Flexible and accessible
—Include examples of successful delivery
—Consider the different roles within libraries (Customer
facing staff, Volunteers, Enquiry Specialists, Team
Managers)
—Enthuse and motivate
Principles
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2. Aim - To develop the customer facing library workforce to support people
to become more digitally active and enable them to access a wide
range of life-essential information and services, independently.
By the end of the training programme staff will:
— Be confident and enthused about their role as a digital
champion.
— Demonstrate their knowledge of online government and
information services.
— Recognise the importance of their role in future policy.
— Identify and recommend appropriate steps for their customers.
Training Programme
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3. Training programme
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Module 1 Being a
Digital Champion in
a Library Context
Module 2 Why is
Digital Inclusion
Important
Module 3
Understanding your
customers needs
Module
4Supporting people
to gain Digital Skills
(Optional)
Module 5 .
Introduction to key
government
information services.
Module 6.Supporting
people to access the
key government
information services
.
Module 7 What
next? - referring
people to other
services

4. Training modules
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Module Learning outcomes
1. Being a Digital
Champion in a
library context
• Explain the Public Library Universal Information offer.
• Describe your role in supporting people to access
online services.
• Recognise boundaries and what is not expected within
your role.
• Assess the skills and behaviours required of a Digital
Champion.
2. Why Digital
Inclusion is
important
• Recognise why Digital Inclusion is important.
• Describe the term ‘Assisted Digital’ and provide
examples of national and local online services.
• Recommend the wider benefits of being online
(Developing sustainable Internet users) .

5. Training modules
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Module Learning outcomes
3. Understanding
your customers
needs
• Recognise barriers people face when getting online and
define key benefits for specific target audiences (Older
people,Job seekers,ESOL,People with disabilities) .
• Establish techniques to gather information from your
customers.
4.Supporting
people to gain
Digital Skills
• Identify services and resources available to support
people develop their Digital skills.
• Recognise the different ways people learn.
• Set up basic digital skills learning programmes.
• Identify accessibility needs and give examples of how
your can support different needs.

6. Course content
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Module Description
5. Introduction to key
government information
services.
• Navigate around key online services
(NHS choices, Universal Job Match, Careers
service, GOV.uk, local council, Money Advice
Service)
• Identify key features within online services.
6. Supporting people to
access the key
government information
services
• Identify and match services to different library
users.
• Provide examples of how you would respond to
difficult conversations.
• Recognise the need for confidentiality.

7. Course content
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Module Description
7. What next? - referring
people to other local
services
• Advise customersabout services and advice
available from your own organisation and
other services.
• Signpost customers to other services.
• Maintain records with respect to signposting
customersto other services.