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. 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)
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Targets:
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mature adults, elderly people
housewives, unemployed, immigrants
• Activities:
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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”
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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
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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)
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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
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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
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7. “P&I in the library” - pilot phase /4
Trials assessment workshop (February 2013):
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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)
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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”
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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. “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)
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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. 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/
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