HomeMy WebLinkAbout2021-360-Library-SLNC adapts-Brindging service GapsState Library of North Carolina
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City: ___________________________________________________________ Zip Code: _______________
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Project Manager, Name: ____________________________________________________________________
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Authorizing Official, Name: ______________________________ Email: ______________________________
LSTA Funds Requested for this project: $___________
Project Abstract:
________________________________________________ Grant Type: ____________
________________________________________________
_______________________________________________________________________
Bridging Service Gaps EZ Grant
Orange County Public Library
137 West Margaret Lane
Hillsborough 27278
Lucinda Munger
919-245-2528 lmunger@orangecountync.gov
Jason Richmond
919-245-2545 jrichmond@orangecountync.gov
25000
Lucinda Munger Bonnie Hammersley
Orange County Public Library (OCPL) seeks to fill gaps in existing services by addressing all three core areas of digital
inclusion – access to the internet, access to devices, and skills to use both. The goal is to offer a scalable and sustainable
package of services that can address a patron’s specific needs. Chromebooks will be checked out with or without a wifi
hotspot with unlimited data. Existing technology instruction and support services will be improved by adding integrated video
chat, remote support, and phone options. The reach of these services will be extended through a website with technology
tutorials and the creation of custom content to address local needs. A new hybrid model of technology instruction using a
flipped classroom pedagogical approach will be developed using the strengths of face-to-face and online learning.
Bonnie Hammersley bhammersley@orangecountync.gov
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6/11/20216/11/2021
SLNC Adapts Application Orange County Public Library Page 1 of 9
1. Title
Bridging Service Gaps
2. Users and Needs
Who are the current or potential library users this project will benefit? State the need (problem) and describe
how the need was determined.
Orange County Information Technologies created a map using data from ISPs and NC broadband efforts that
identified over 5,000 households as currently unserved or underserved with broadband services. The county
has a Broadband Taskforce to investigate ways to increase broadband access to these areas. This increased
access initiatve will be a long- term solution that will take years to implement. Until that is completed, those
residents will need help accessing the internet.
According to the NC Broadband Indices1, in Orange County 7.3% of households (~3,900 households) have no
internet access and 5.68% (~3,000 households) have no computer at home. However, some census tracts
have as high as 11.44% of homes with no computer. Four census tracts have 10% or more of homes with no
computers. This data measures if households have at least one computer at home but does not capture the
ratio of household members to devices. We can expect that some households with one or more computer may
still benefit from extra devices being available as the trend continues for education, job applications and other
services to move online.
The residents where those two needs intersect, lack of quality internet access and few or no computers will
benefit most from this project. The map in Appendix B shows areas in the county with the highest number of
households with no computers overlaid with the areas found to be underserved by broadband. These will be
the households best served by having a hotspot and Chromebook packaged together.
There are no direct measurements available to gauge the need for technology instruction. However, by looking
at the population of residents age 65 and over as seen in Table 1, we can see that this subsection of the
population has increased as a proportion of the total population by just shy of 5% since 2010. Given this, the
library can expect an increase need for assistance to people managing the fast pace of technology change and
the continued transition to online services. This population has increased significantly in the county and have
historically comprised the core of patrons attending computer instruction classes in our buildings.
YEAR TOTAL POPULATION OVER AGE 65 % OF POPULATION 65+
4/1/2010 Census population 133,801 12,889 9.63%
7/1/2019 population estimate 148,476 21,654 14.58%
Table 1: Orange County aged 65+ population increase since 2010.
Source: https://www.census.gov/data/tables/time-series/demo/popest/2010s-counties-detail.html
1 https://www.ncbroadband.gov/data-reports/nc-broadband-indices
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SLNC Adapts Application Orange County Public Library Page 2 of 9
3. Project Description
a. What do you want to do to solve or address the need stated above? What is your project’s user-focused
goal?
Orange County Public Library (OCPL) seeks to fill gaps in existing services by addressing all three core areas of
digital inclusion – access to the internet, access to devices, and skills to use both. The goal is to offer a
package of services that can address a patron’s specific needs.
Existing Services
Orange County Public Library has had a wifi hotspot lending program since January 2016 that has seen steady
demand, consistently having a waitlist. The library was able to double its wifi inventory from 75 to 150 in 2020
during the COVID-19 closure and has secured funding to keep the increased numbers through 2024.
There is a longstanding partnership between the library’s Cybrary branch in Carrboro and the Community
Workshop Series (CWS), a UNC School of Information and Library Science group that uses student volunteers
to teach computer classes. The group pivoted to provide Net Navigator services while library buildings were
closed.
The Main branch in Hillsborough offers a Tech Tutor program, one-on-one technology help by appointment.
This service was discontinued while the facility was closed and in-person assistance will be reintroduced but
reduced after re-opening due to staffing limitations.
Gaps in digital inclusion services
The library has existing programs that meet parts of the need, but the goal of this project is to create a
package that encapsulates all three areas of digital inclusion. The library will be able to provide patrons a
hotspot, a Chromebook, and online and phone/video chat instruction. The solutions proposed are sustainable
with existing resources after the grant period ends.
Access to Internet
This will be provided by the existing hotspot lending program. However, for the first time, the library will be able
to package the hotspots with devices and training that can be used at home. Patrons without internet access
or without access to the library’s usual online communications will be reached through outreach and marketing
efforts. The target of this service is to serve the 5,000 households identified as having no internet or being
underserved by current broadband access.
Access to Devices
The library will acquire 25 Chromebooks to be checked out to patrons. These will provide internet capable
devices to those in the county who do not have a computer or enough devices to enable everyone in the family
the access they need. The Chromebooks can be packaged with a hotspot or lent on their own, depending on
the patron’s needs.
Skills/Digital Literacy
Three Zoom United licenses will support one-on-one assistance for patrons through the CWS Net Navigator
and the OCPL Tech Tutor programs. These licenses include voice over IP service, enabling patrons who are
less tech savvy to call in to a regular phone number. The United package also includes standard Zoom
meetings functionality for video chats and screensharing with remote mouse and keyboard control for support.
The Zoom client will be preinstalled on the Chromebooks’ standard account to make this easier for technology
learners to use.
The largest portion of the grant funding will be used to set up a customized DigitalLearn website for the library.
DigitalLearn.org is a project of the Public Library Association that provides online learning tutorials for basic to
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moderate technology skills. The learning modules are available for free to anyone on their main site. By
purchasing a customized site the library will gain the ability to create custom content targeted towards our
patrons and their specific needs. During the grant period the library will create one new module every two
months covering topics requested by our community or specific to using library resources. A customized site
also allows librarians to create and assign curriculums and classes to patrons and track their progress. The
library’s previous iterations of computer instruction were mostly composed of one off classes, with a different
topic covered every session. Many patrons would attend every single class, whether the particular topic was
relevant to them or not. A more targeted, curated class curriculum will allow patrons to improve skills that will
directly impact them and have a sense of personal progress when completing a course.
The website’s courses will be helpful on their own but also enhance one-on-one assistance by providing a new
hybrid model of instruction. Like the flipped classroom model, instructors will be able to assign patrons
classes to work on between meetings, and spend face time addressing questions or areas the patrons
struggled with.
Reaching Residents in Need
The library’s primary communication tools are digital: e-newsletter, website, and social media. This project will
require the library to reach residents who have limited or no access to those communication channels. In order
to be successful, the library will seek to inform residents of this project through a campaign on local radio
popular in the areas highlighted by our needs assessment maps (Appendix A and B). Existing relationships
with other County departments and organizations will enable the library to spread the word through brochures
and fliers. These groups, like the Department on Aging and Department of Social Services work directly with
residents who may benefit from this project.
b. Why was this solution selected?
Access to Devices – Chromebooks
The library chose Chromebooks because there is already a process in place for managing and deploying them
which will speed up implementation. Their ease of updates and need for less support means more staff time
can be used for training. The library already has a small inventory of Chromebooks (5) that can be added to
this project to reach more patrons. Staff are already familiar with the devices and will need less training. Due to
all of these factors, after completion of this project Chromebook lending will be more sustainable and more
easily scaled up as needed.
Skills – Zoom United
Zoom Meetings are already used by library and CWS personnel and is the video software most likely to be
familiar to residents. It has been used successfully internally by the library to provide technology support and
training to staff. However, the United license was chosen as it offers an integrated voice over IP number
allowing users to place or receive calls like a regular telephone. This is important as the project seeks to help
technology learners who may struggle initially with using a video chat service.
Skills – DigitalLearn website
This website will serve as a force multiplier for our instructors by allowing them to create and share
customized classes that multiple learners can engage with. It will also allow staff to create customized
curriculum for patrons and track their progress, providing some of the benefits of individual instruction but
saving some time for instructors.
The website will also make the library’s technology instruction program more resilient and accessible. Recent
experience has shown that providing services exclusively inside the building makes them easier to disrupt.
Having an online component to our instruction efforts means we can still deliver benefits when our doors are
closed for any reason. Having an online option will benefit residents have issues with transportation, which is
more acute in the rural areas of the county that are the primary target for this grant. In person programs also
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see a drop off in the winter months as patrons that do not feel safe driving in the dark opt to stay home. An
online tool provides them an alternative for services.
While it is a significant up front cost, there are currently no ongoing costs for maintaining the website through
at least 2022. There will be advance notice if that circumstance changes, and any resulting costs are known
(between $600-$1,200) and could be covered in the library’s future budgets.
c. What will a successful project look like, include outcomes.
At the successful conclusion of this project:
1. Patrons will have a one-stop option to help address their technology needs.
a. Goal for 90% of Chromebooks checked out on average each month
b. Goal of 50% or more of Chromebook users to also use a hotspot or instructional services
2. Patrons will be able to increase their skills and comfort using technology
a. Measured by a net positive increase in patron attitudes towards computers after completing an
online course or using video/phone services
3. Patrons can learn remotely if they choose. They will not be limited to coming to the library building at
set times.
a. Goal is to have online courses completed greater than or equal to in person attendance in fiscal
year 19-20.
4. Instructors will be able to create customized courses for learners. More learners will complete an entire
course of instruction and learn skills directly relevant to their needs.
a. Goal is to have 20 customized curriculum assigned and completed.
5. The library will have a sustainable service that can be maintained with existing resources.
6. The library will have a model that can be scaled to meet increases in demand.
d. No project partners.
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4. Timeline
Date Activity Responsible Parties
August 1, 2021 Grant Period Starts
August/September 2021 Approval for budget
amendment from County
Commissioners
Director, Business Officer
September 2021 Purchase DigitalLearn website
buildout
Project Lead, Business Officer,
PLA
September/October 2021 Website implementation
(estimated to take 4 weeks)
Project Lead, PLA
September/October 2021 Order Chromebooks and Zoom
licenses
Project lead, County IT,
Business Officer
September/October 2021 Design and print
brochures/flyers
External Communications team
October 2021 Train instructors on use of
Zoom United features. Begin
use of service over phone.
Project Lead, Library staff, CWS
October/November 2021 Configure, catalog, and deploy
Chromebooks
Technology Librarian, County
IT, Technical Services
Begin October/November 2021
- Ongoing
Distribute printed materials to
government and community
partner organizations
External Communications team
November/December 2021 Begin lending Chromebooks
with wifi
Circulation
November 2021 Begin radio ad campaign External Communications team
November 2021-June 2022 Create 1 custom module every
other month for the website
Technology Library, CWS
volunteers, External
Communications team
June 31, 2022 Grant Period Ends
By August 31, 2022 Submit Final Report and
reimbursements
Project Lead
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5. Evaluation
a. Before and after data is important to accurately measure and report effectiveness. How will you
document before and after “outputs”; the countable products.
a. Circulation of Chromebooks. Baseline of zero as this will be a new program. Goal is to have 90% of
Chromebooks checked out to patrons on average each month.
b. Circulation of Chromebooks packaged with wifi to go. Baseline of zero as this will be a new
program. Goal of 50% or more of Chromebook users to also use a hotspot or instructional services.
c. Use of Net Navigator and Tech Tutor programs using phone and video chat. Baseline for Net
Navigators from fiscal year 20-21 and Tech Tutor from fiscal year 19-20.
d. Use of DigitalLearn website.
a. Number of custom courses created. Goal of 6 or more.
b. Number of courses completed. Goal to reach more people online than baseline attendance
of 2019-2020 in person classes (150).
c. Number of curriculum created and completed. Goal of 20.
b. How will you determine whether the project reached or moved toward the project goals? How will you
document the “outcomes”; the changes brought about, in part, because of the project in the target
audience’s behavior, attitudes, skills, knowledge, status, or life condition?
a. Survey of attitudes towards computers before and after completing a course on DigitalLearn or
sessions with instructors.
b. Survey of computer and internet use of patrons checking out hotspots and Chromebooks.
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6. Budget
Budget Category – see descriptions above Quantity of
Items
Cost per
Item
Total LSTA Funds
A Salaries/Wages/Benefits
B Consultant Fees
C Travel, library staff only
D Supplies/Materials
Chromebooks for lending 25 $300 $7,500
E Equipment that exceeds $5,000 per item
F Services
DigitalLearn Website 1 time buildout 1 $15,000 $15,000
Zoom United (phone and video support) 2 $250 $500
Radio Ad Campaign (WNCU) 1 $1,300 $1,300
Printing flyers and brochures $700 $700
G Subtotal
H Indirect Costs (IDC): applicants must choose one, IDC may only be charged
against LSTA Funds.
X The library chooses not to include Indirect Costs.
☐ The library chooses a rate not to exceed 10% of modified total Direct
Costs AND declares it is eligible for the 10% rate.
☐ The library has a rate of _____ % that has been negotiated with a federal
agency.
I Total LSTA Funds Requested (cannot exceed grant maximum)
Round up to nearest dollar; use this total to enter in Online Signature Page.
$25,000.00
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Appendix A – Map of Unserved/Underserved Internet Users in OC
Source: https://www.orangecountync.gov/2508/Underserved-Area-Map
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Appendix B – Map of Residents with No Computer With
Unserved/Underserved Internet Areas in OC
Source: NC Broadband Indices https://www.ncbroadband.gov/data-reports/nc-broadband-indices
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