I'd like to introduce Angela Siefer, digital inclusion project program manager at OCLC. 
Angela will introduce our amazing panel today as we begin. 
Angela, I will have poll results for you in a moment. 
>> Angela: Thank you, Jennifer.
Thank you for joining us today.
I'm very excited that we're talking about the toolkit, NTIA, national telecommunication and -- within the U.S. Department of Commerce. 
I think most of you are aware of the toolkit itself. 
If not, there is a link on the archive page, as Jennifer said.
The folks that we have joining us today as panelists, two of them, Laura and John. 
Laura led the whole project. 
John helped come up with the data points framing of content that you're going to hear about, and we have three practitioners joining us. 
Lindsey, Laura Marlane and Ann.
We have two Lauras so we will try hard to use last names for both of them. 
Lindsey, Laura, and Ann, three practitioners. 
They are going to have the good nitty-gritty information for you today. 
We have one person on the chat who is our special chat guest. 
I asked her to put a star next to her name. 
Amy is from another one of the projects highlighted in the toolkit. 
As you can see from the poll results, we have a good mix of folks on the call. 
I think most of you are aware that Webjunction traditionally serves libraries. 
And when we talk about the idea of everybody -- we have been promoting certain webinars at Webjunction to multiple sectors, particularly government and nonprofit. 
And I'm very excited to see we even have a couple of business folks joining us. 
That's fabulous. 
So, if everyone does keep in mind, we have this variety, I think that's great. 
We can share more resources with each other. 
My role here at OCLC is the Digital Inclusion Program Manager. 
I'm working with pilot communities to help them figure out how they can increase access to information technology to their community members. 
So it is in my current role that I'm organizing this webinar. 
Right before I joined OCLC, I helped to create the toolkit. 
So know that I am another resource for you, even after the webinar because I am quite familiar with the content inside the toolkit. 
All right. 
I think we are ready to get started. 
Laura Breeden is going to be first to give us an overview. 
She is giving us an overview of the toolkit. 
Laura, can I land it over to you?
>> Laura B.: Yes, that's great.
How is the audio?
>> Angela: It's fabulous, thank you. 
>> Laura B.: Okay, great. 
I want to welcome you all and thank you for coming. 
We are excited about this product which is the result of many months of work. 
And really capitalizes on all of the creativity and hard work that the BTOP -- have done as part of the BTOP program. 
Can we have the next slide?
>> Jennifer: Laura, you need to click on the arrow at the top center of the slide. 
You have the ball. 
>> Laura B.: I have the ball. 
Okay. 
>> Jennifer: The tiny arrow at the top center. 
>> Laura B.: I see something next to an arrow next to the number that says 11. 
>> Jennifer: Click on the arrow on the right side of the drop box. 
>> Laura B.: Nothing is happening. 
>> Jennifer: I'll take the ball back from you and drive the slides. 
>> Laura B.: That would be great Jennifer, thank you. 
I don't know quite what the deal is. 
So, are we looking at a different slide?
Because I'm seeing a slide with -- 
>> Jennifer: Here we go. 
>> Laura B.: Okay. 
Thank you all very much.  
Let's move on to the next slide.  
>> Jennifer: Can I actually have you go ahead and try now?
Is it working now?
>> Laura B.: Well, it looks promising because the little triangle -- 
>> Jennifer: There you go. 
>> Laura B.: All right. 
We will quickly skip over that photograph of me and get on to the toolkit. 
The quote that you are seeing on the slide is from our assistant secretary's remarks when we unveiled the toolkit at the Shelby conference. 
Maybe some of you were there and you saw his speech and the follow-up panel afterward that John Horrigan moderated, which included a number of people from the field with very -- 
very practical hands-on get your feet wet experience in Broadband adoption. 
I want to say a couple of words about the background of the program. 
As part of the American reinvestment and recovery act in 2009, Congress allocated $4.7 billion to our agency NTIA to expand Broadband and create a national Broadband map. 
So, this represented a major investment and it included $450 million for public computer centers and sustainable Broadband adoption projects. 
This toolkit harvests the innovation of the programs in the field that created their outreach activities, training activities, and when they bumped up against hard problems, solved those problems. 
We think of BTOP as a large-scale experiment in what works, how to overcome barriers such as cost, relevance, and lack of skills. 
And may I say because I know we have a number of library affiliates in our audience, that we are delighted to be working with IMLS, American library association, and other library partners to advance our common goals.  
We will go to the next slide.  
I would ask for a definition of Broadband adoption, and I would say that the good operating definition based on our program is that Broadband adoption, infusing Broadband internet -- 
effective way -- participate in civic life. 
So, this covers a very broad range of skills as you know, and a very broad range of knowledge areas and in the toolkit, you will find examples of many of them, including some very practical suggestions about how to organize programs and resources that you can use to follow-up in designing your own programs.  
The audience of the toolkit is really quite broad as you can see on this slide. 
It would include just any organization really that is operating or in the process of developing programs to increase information technology and communications access and use. 
And I want to emphasize, because something that has come up over and over again in our work with grantees. 
There is a very wide range of organizations from state governments to school systems to cable companies that have a stake in how and when Broadband use becomes ubiquitous and a given. 
Right now, there are 100 million Americans, about a third of the nation, who do not have Broadband access at home. 
So that's the scale of the problem that we're looking at. 
And partnerships among these sectors are really key to making these projects successful.  
I'd like to pass the baton to John. 
Thank you so much, John. 
>> John: All right, thank you. 
I now have the baton. 
And thanks everybody for joining us today. 
I'm John Horrigan. 
I'm going to go through a couple of slides just to talk about Broadband adoption, the nature of the problem and what we know about barriers to Broadband adoption.  
I was privileged to be a part of the group, as Angela said working on the Broadband adoption toolkit and I think it is a product that will be helpful to the community. 
Here is an overview of tech usage trends over the past 15 years or so. 
And I've focused on a couple of different dimensions, cell phone adoption, internet use, Broadband at home, and smartphones.  
And the story here is that we've been getting lots more stuff with which to communicate over the past 15 years. 
And probably the decade and a half, past 15 years resembles most, if you think about the history of technology, is the 1920s, and into the early 30s when radio really took off in this country. 
There was a very fast adoption rate for radio in people's homes. 
The difference between radio and the era we now live in is that we've been getting multiple information technology in our homes and pockets in the past 15 years. 
As of 2012, vast majority of Americans have cell phones, internet. 
Two-thirds with Broadband at home and nearly half with smartphones. 
Obviously we have had this information technology revolution over the past dozen years or so. 
But when you focus on Broadband, we see that two-thirds of Americans have Broadband at home, and that's a number that actually hasn't changed a lot over the past three or four years. 
In fact, just the other day, I got a survey back for a project that I'm working on at the joint center, and sure enough, number for Broadband adoption was firmly in that 68% range. 
So, we have for a number of different reasons hit a bit of a plateau on Broadband adoption at home. 
This next slide probes into adoption patterns for internet use and Broadband use at home. 
And you can see in the table that in the context of 82% of all Americans being internet users, and that number includes the small fraction of people who still have a dial-up connection at home. 
It includes people who are internet users or may not use the internet at home but may use it at a library, or community center, or exclusively from work. 
We do have four, five Americans who say they are internet users in some way. 
But, again, there is -- 
two-thirds of Americans with Broadband at home. 
If you start to look into specific categories of users, you see that older Americans are the least likely on this slide to have Broadband at home. 
Just 39% with Broadband at home, according to pew data from April, 2012. 
Lower-income Americans, and those with less than high school education, as well as Hispanics about the 50% range of those having Broadband at home. 
And then for African-Americans, 54% have Broadband at home. 
And again, in the context of data that I got back just the other day, these numbers aren't changing a great deal for these specific categories. 
We do have the phenomenon of two-thirds of Americans having Broadband at home. 
Which then becomes a very strong cultural norm to have Broadband, to think about Broadband as a way to get news and information, as a way to get -- to solve problems. 
Yet, there are, as Laura said, close to 100 million Americans without Broadband. 
So, the cultural norm of Broadband being problem solver, information tool for people comes up against the fact that we do still have a lot of people without that kind of information technology at their fingertips, which, in turn, increases the urgency of getting more people online and also makes it more costly for people without Broadband at home to be included from having that type of technology. 
I mentioned that there are people who use the internet at libraries, and libraries continue to be an important third place for accessing the internet. 
From the pew internet project, where I used to work, we see that 26% of Americans at some point in the past year use the internet at a library. 
You can see that the incidents for that is a little bit higher for African-Americans. 
A tick higher for Latinos, a little bit lower for whites, but the fact is, a quarter of all Americans at some point in the past year needed for some reason to use the internet at the libraries. 
Not only do we have a quarter of Americans saying they have used the internet at a library, we see that three-quarters of all Americans say that it is very important that libraries offer free access to computers and the internet. 
And I'm somebody who has been in the business of doing surveys for a long time. 
And frequently, you do ask people something is very important, it is important, not to important, or not important at all, sort of a four-point scale. 
When you get 77% of people in any category choosing very important, that's a very high number. 
So, there is clearly strong support for the notion that the libraries are an important point of access for internet use for Americans.  
A lot of the research that I have done in the past that NTIA also looks into has to do with the reasons people do not have Broadband at home. 
This slide comes from work I did at the FCC when I was part of the team that helped develop -- that developed the national Broadband plan. 
When you ask people about the main reasons people do not adopt Broadband at home, the number sorts into the categories on the slide. 
Cost is the leading reason, with 36% of non-Broadband adopters saying cost, whether that is the monthly service fee or the inability to afford a computer, is the reason they don't have Broadband at home. 
22% of non-Broadband adopters cite something to do with digital literacy. 
And 19% of nonadopters cite something having to do with lack of relevance. 
Just not basically believing that the internet has much to offer for them. 
The next slide takes a somewhat different look at the barriers to adoption issue. 
And the reason I include this slide is to emphasize that the reasons for non-adoption are plural. 
In the survey I did, we first let people effectively pick more than one reason that they didn't have Broadband at home and after we asked them to pick as many boxes as they wanted, we then asked them an additional question asking them what was the main reason they didn't have Broadband at home. 
And the main reason was the slide just before this. 
This slide focuses on when people are allowed to check the box multiple times in the survey, and you can see that the leading reason cited is the monthly cost being too expensive. 
And it can go down the line and see things having to do with digital literacy, and lack of relevance. 
But the important point in thinking about barriers to adoption being multiple in nature, is that a takes a comprehensive approach to tackling non-adoption, to get people falling into that category of Broadband adoption that Laura displayed on the earlier slide. 
And that is really the core of what a lot of the BTOP projects try do is provide that kind of comprehensive support. 
Finally, we thought it would be useful to think -- to help you all think about using data to design or improve programs. 
And I put in a plug for social scientistsscientists, when you are working and thinking about program assessment, but the reason to think about building into your programs information that can help you track progress of clients, help truly track how your program impact is being felt in the community, many in the audience probably know, increasingly it is the expectation among decision makers, whether they're funders in the nonprofit sector or public sector, there is a strong expectation that there, in fact, will be data that will illuminate the impact of programs that have taken place over the past couple of years. 
This slide just has a couple of guide posts, suggestions for you all. 
I'm more than happy to be a resource to anybody on the webinar after the fact on how to think through some of these issues. 
But in doing these programs, you do have the opportunity to get data on clients on the intake stage and I think in -- 
get them to agree to participate in a study over time. 
You can truly use longitudal data to understand the impacts of the programs, the kinds of impacts Broadband has had on people's lives, and then try to put that in the context of cost and benefits of these programs.
But, again, I'm more than happy to be a resource to anybody on the webinar who would like help in thinking about this topic down the line. 
So, that concludes my section. 
I'm happy to pass the ball on to someone else. 
Thank you.  
>> Thank you. 
We should know that John's suggestions on that last slide are also important for future fundraising efforts. 
Does anyone have questions specific to the data that John listed? 
I haven't seen anything come through on chat. 
But if you do, please post them into the chat and we can have John verbally answer them.  
And if not, we're going to keep going with Laura, and she is going to talk about how the content in the toolkit is organized.  
Laura, it's all yours. 
>> Jennifer: Laura, you are muted, don't forget.  
>> Laura M.: Thank you all. 
There are a lot of different buttons to push in this configuration that I'm seeing. 
We try to organize the toolkit in a way to make it easy for someone with a particular question or problem to go right to a resource that would be helpful to them. 
And when we thought about the big issues, they fell into these five buckets. 
The first chapter -- there is an introductory chapter that includes some of the information you just heard John talk about. 
We then move on to program design chapter which covers the basics of thinking about how to start a program. 
I won't go into that. 
We did rely on IMLS's wonderful guide for building digital inclusive communities and pulled in other resources that BTOP supported. 
And then we organized the rest of the toolkit according to the kind of barriers that you just heard about. 
Cost is a barrier. 
There is a chapter on affordability. 
Lack of skills and not understanding that there is relative content. 
We have chapters on how to plan and deliver training and on kinds of curriculum and content that have succeeded in the field. 
There is also just a problem of awareness. 
People not being aware of the internet. 
Not being aware of what it costs. 
Not being aware that there are support systems available for them. 
Not knowing what is on the internet for people like them. 
So, we also have a chapter that addresses that again in a very concrete way.  
And I want to acknowledge here, this was a large undertaking. 
We have more than 100 grantees.
$450 million program and it took a large team of people to pull this together. 
I want to acknowledge the program officers from NTIA who work on my staff. 
Public computer center, sustainable adoption program officers, as well as the support team, which provides essential contract support to us. 
John and Angela were consultants. 
We could not have done it without them. 
And we also had support from the highest levels of NTIA. 
So, it really is a product of many hours and a great collaboration.  
When you get into the toolkit, you are looking at a very typical page. 
Each of the suggestions is very specific to a population, a barrier. 
There is a particular strategy.
The strategy is described in the brief paragraph and then resources are included. 
We also have special how-tos and checklists that will appear in the -- something like the blue box that you are seeing on the bottom of the page. 
At the end of the toolkit, there is a cross reference so you can look up something by barrier or by population. 
There is also available on the same web site as the toolkit a list of all of the web links that are in the toolkit. 
If you looking at a print version and you don't have or don't see the URL, you can download the list as well.  
Happy to take questions. 
I know we have some really -- 
descriptions from people who have been in the field doing these things. 
Happy to move on as well.  
>> Angela: Thank you, Laura. 
To all participants on the webinar, keep in mind, there are no wrong questions. 
There are no dumb questions. 
So, if anything doesn't seem like -- well, gee, this doesn't make any sense, please do ask it. 
Sometimes those of us who have been doing this work for a long time might make assumptions and we don't want to be making assumptions. 
So, please ask the questions that seem confusing. 
And now we get to hear from our practitioners. 
So the folks who have been doing the work that is inside the toolkit. 
They have been figuring out all of these questions and these issues. 
And we are going to start with Lindsey.  
>> Lindsey: Great. 
Hi everyone. 
Nice to be with you this afternoon. 
So, my name is Lindsey Keck, program manager here in the City of Philadelphia. 
I will be talking from the city at large I guess today based on the fact this the city at large received two of these federal Broadband grants. 
One is a PCC grant, public computing center grant and other the sustainable Broadband adoption grant. 
Just to kind of give a very brief overview of our somewhat complicated project, you know, this project is really based on partnership. 
And just to kind of paint a broad picture here, the city and another large nonprofit in city perceived these two federal Broadband grants and together the two grants are under the banner of KEYSPOT, powered by freedom rings partnership. 
16 managing farther -- partner agencies. 
Sub recipient agencies, that we refer to as managing partners, they each host or manage a sub-set of that network. 
So we have over 50 participating KEYSPOT organizations, of which brings us up to around 80 KEYSPOT locations across the city. 
Important to note, KEYSPOTs are designated locations across Philadelphia. 
And one critical aspect, obviously, that I will talk most closely about today is the awareness campaign that we undertook in this process to make sure that people were aware of the resources in their neighborhood. 
So, as you -- as you can see by this just brief overview, we have a lot of partnering organizations across, you know, various government agencies, large and small nonprofit organizations. 
The library, which you will be hearing from Ann shortly, as well as some university partners. 
And so, Drexel university, I will give a lot of credit to Drexel for doing a wonderful job of heading up the broad marketing and awareness piece that we will be diving in to a little more deeply today.  
So, a large part of the marketing and awareness campaign here in Philadelphia, one key component, obviously, is the creation of a web site. 
So, you can go to look at our web site. 
A little more about all of our partnering agencies and various digital literacy resources as well. 
One key component to access is being able to find the access. 
So, through Google maps, we have created a nice kind of locater tool where you can actually type in your zip code, sort by managing partner and find out exactly where these agencies and locations are in your neighborhood.  
Another key component of the web site is training, being able to see where classes are at these locations across the city, being able to sort by kind of different criteria, just to be able to hone in on what a given learner or client might want.  
As I had said, you know, this partnership is really -- is made up of an extensive number of partners. 
And so in order to really manage this information kind of overload, perhaps, you know, this has been a really very community-driven model. 
So, Drexel had created kind of a back end to this portal to allow each of the managing partners the opportunity to really sign in and be able to update their information. 
So that way it is not necessarily overwhelming for any given agency or partner, but kind of a shared responsibility. 
As you can imagine, there are some challenges to updating information as well. 
Just to keep things relevant and fresh. 
But, you know, we have found that this has been pretty effective.  
And, so, aside from the web site, which you may be saying, well, aren't we targeting folks that might not have access to the internet?
And so, if they don't have access or they don't know how to use a web site, why are we putting our information online?
Well, you know, this is kind of a multifaceted campaign. 
So, another piece of the kind of broad awareness is a large public transit ad campaign. 
So, we're actually in the middle of phase two of our SEPTA ad campaign, SEPTA being the public transit here in Philadelphia. 
The first phase of the campaign which took place last year was focused on KEYSPOTs as places to go for internet access and training. 
And now in phase two, as we're winding down the grants, but also looking to the future of this work, we designed a campaign that was really focused around kind of what you can -- what you can do and the why of internet access and digital skills. 
So, you'll see that this kind of graphic here shows a piece of the campaign which is focused on micro celebrities. 
So this gentleman freeway is a local rapper here in Philadelphia, who I think a lot of folks can identify with. 
And so, you know, obviously, accompanied by relevant statistics and things that are eye-popping. 
You know, I think kind of create -- create, you know, the interest end kind of display the need in an interesting -- 
in an interesting way.  
And, you know, you can also see that, you know, the sign here says you can call 311 or visit PhillyKEYSPOTs.org. 
311 is a central source for citywide information and services here in Philadelphia. 
We really kind of plug that as a central source that is easy to remember and a place where people can call to get information about access in their neighborhood.  
So, one piece of the toolkit that -- the BTOP adoption toolkit emphasizes is our 311 information hotline.  
You know, we really wanted to kind of integrate this into -- 
into things that already existed here in the city. 
So, like I said, you know, there is -- it is a simple, easy to remember hub for -- hub for location and training inquiries. 
Just in terms of sharing some best practices around how one would be able to kind of do this effectively, you know, we've spent a lot of time trying to update and train new 311 agents. 
Those are the callers who are fielding phone calls from residents here in Philadelphia.
We also had a number of partners from Drexel university actually do kind of a periodic quality control testing. 
So this is just kind of a small period of time where some folks actually made calls and just logged the way 311 agents were actually addressing and where they were kind of pointing people, what resources they were pointing people to. 
That way, we could identify gaps within our communication with 311 and make sure that they had the most up-to-date and relevant information for callers.  
And finally, you know, based on the information we received, I receive a 311 kind of report on a monthly basis just sharing with us the volume of phone calls that have been placed over, you know, over the life of the project, and, you know, in a ideal world, although it is not quite as easy as it sometimes seems, you can adjust the marketing and outreach efforts based on the caller information.  
And finally, I will identify challenges that go along with this as well.  
You know, analyzing 311 caller data, you know, we do receive a spreadsheet of various information points. 
They're not necessarily always logged in the same exact way. 
The information can be a little bit cumbersome to kind of sift through. 
And we've also just realized, there is no way of tracking information gaps when clients call 311. 
If it is not logged, we don't necessarily know about it. 
And I just think that the kind of challenge of transitions and people kind of switching roles within agencies and maybe moving on in their kind of jobs and careers. 
So, there is a fairly high turnover, I think, of agents in this -- in 311. 
It can become a bit challenging. 
But that's certainly not to stay that it is not a worthwhile undertaking. 
Then I will go ahead and pass it on to Laura M for another practitioner's perspective. 
>> Angela: We have some questions and answers in the chat. 
We do encourage everyone to keep an eye on the chat. 
After we hear from Laura Marlane and Ann we will go back to the questions and get a few verbal answers from our practitioners in addition to the answers in the chat. 
Laura, you're next.  
>> Laura M.: Thank you. 
Hi everyone. 
I'm Laura Marlane, director of Providence Community Library. 
We are about 3 1/2 years old as an organization and we have nine libraries across the city of Providence. 
We found that in working with the Rhode Island economic development corporation that low income communities have a strong desire to the internet, but not having the resources to do so that is holding them back. 
As you can see, there is a higher adoption rate in Rhode Island. 
Providence is one of the four core cities with a lot of children living in poverty. 
In our efforts to address these issues, we've been providing a lot of Spanish language computer classes, ESL programs, and then I heard about Mobile Beacons wi-fi hotspots. 
And we thought why not let people check out the internet and take it home with them. 
And we started this program at one of our libraries to see how it would fly. 
We purchased several hotspots, very low cost. 
$100 for each device. 
And a $10 a month connection fee for Broadband. 
People have devices. 
The prices come down to a point where a lot of people have devices available to them. 
But the ongoing cost of connecting is a problem. 
We started circulating our devices. 
And people were able to check these out. 
We just put three in one library. 
And we found that the circulation over a 26-week period was about 38 times. 
That's even with a device going overdo for a long period of time before we got it back into circulation. 
We have been getting a lot of people at our other libraries asking to have access to these.
So, we are looking to really increase this. 
And push out more of these devices. 
One of our future plans is we just received donation of a bus, a small bus, from RIPTA, our local public transport authority. 
We will take advantage of techsoup and Mobile Beacon partnership to offer -- for free, just the cost of the connection fee, and use their hubs on our mobile bus and be able to serve the communities where we don't have libraries, but who still need service and access. 
And to go into those communities with the van to circulate more devices and Kindles and other electronic devices that some people don't have access to or don't have the knowledge to use, and provide them with that access.  
It's been interesting to watch the development over time, even the short period of time at how people respond to being able to take this home and use it and connect with either their smartphone, a Kindle, or a tablet, whatever they have. 
A laptop. 
And just to be able to provide that access has made such a difference for people. 
And it has really helped re-enforce the work that people are doing in the classes here. 
They can check out the internet and get online at home and do more of what they want to do, that they've learned in the classes. 
It has been helpful support in that aspect and pushing out more of that is really going to be a big deal for us. 
We've been moving to phone tech support for devices as well. 
Five minutes of tech support for over the phone to help people connect at home where they need to, where they have everything set up for themselves and can do it right there on the spot. 
And just -- we've linked to this on our web site as well. 
I don't know if you have ever watched the IT crowd. 
The idea of taking the internet home was not just Mobile Beacons. 
This is a great clip if you can find it on YouTube. 
We have been thrilled with the response we have had from our patrons to be able to offer this and we're hoping to do more. 
That's it. 
>> Angela: We had a question in the chat about the cost. 
Can you talk about the cost of the device and the service connection cost also?
>> Laura M.: Sure. 
The devices cost $100 apiece. 
My understanding right now is that tech soup is partnering with Mobile Beacon to offer 25 devices free, just the cost of connection. 
The connection charge is $10 a month. 
For $120 a year, you can provide that device, to either use it yourself when you go to meetings or to circulate it to your patrons. 
And if the device gets checked out and not returned, you can have it remotely shut down and then stop paying the fee. 
So, it's -- it's really easy. 
If it doesn't come back, you just call and have them shut off service. 
And we make it clear in our use policy to patrons, you know, if that happens, and what the reconnection fee would be that we would charge to them if the device isn't returned on time. 
And so far, it has only been a couple of inches that we haven't gotten it back promptly.  
>> Angela: That's great. 
Thank you. 
That is the only question I saw on chat. 
Folks please continue if a question occurs to you for Laura Marlane, to add it into the chat please. 
We will now move to Ann Blasberg. 
>> Ann: Hi everybody. 
I'm Ann Blasberg. 
Free Library of Philadelphia. 
Nitty-gritty of some examples that we are doing with the Hotspot program. 
This is an example of a physical place of where computer training is happening.
This is one of our Hotspot at IDAAY, INT -- institute for the development of African-American youth. 
Hotspot part of the KEYSPOT program that Lindsey mentioned earlier. 
Computer labs that we have taken beyond the library walls.
They are actually part of community organizations. 
And we currently have five Hotspot throughout the city. 
We provide computers, printer, internet access, and they are staffed by our digital resource specialists or doctors who are trained staff that are there to provide help with any computer internet questions that people have. 
So, this is a quote from Colin Rhinesmith, who did a two-year study on the Hotspot program. 
Just talking about the importance of comfort and the -- providing an open and welcoming space for people to come in so that they, you know, do feel comfortable asking the questions that they need to ask and learning what they need to learn, that this is a way to overcome some of the barriers with Broadband adoption.  
And this is our free library techmobiletechmobile. 
This is another way we provide access. 
This is a mobile computer lab that we take throughout the city as well, and, again, partner with neighborhood organizations and we have laptops and iPADs on board and wi-fi. 
So we can, you know, again serve the different neighborhoods in the city who may be underserved. 
And we also have a digital resource specialist on board the techmobile as well. 
And this is our resource dashboard. 
This is a WIKI that was created by our digital resource specialist. 
And it's kind of a way for them to share and collect all of their best practices and a way to easily direct people to our library data bases and digital resources. 
It's a WIKI, so we're able to update it quickly as far as relevant content. 
We can put up job fairs or anything else that may come along that the patrons in the Hotspot would be interested in.
It is mainly focused on the user groups that we find most often in the Hotspot. 
Beginner computer users. 
Job seekers, groups like that.  
It's also a good triage tool to use in the Hotspot. 
When it gets busy, it is a way to easily point patrons towards some of the resources that they might need.  
And this is just an example of one of the library data bases that we use a lot in the Hotspot. 
Career cruising, and it's available in English and Spanish and provides some good tools for job seekers. 
There is a resume builder. 
You can learn about different careers in the education options. 
And it's just something that we have been using a lot in the Hotspot.  
And lastly, this is a calendar from one of our Hotspot. 
I just wanted to show you an example of some of the content that we're offering in the Hotspot. 
Some feedback we got from patrons offering formal classes and trainings was that people found it difficult sometimes to work and learn at their own pace. 
So, we began offering more open access as well so that more of a self-guided experience, patrons can come in and work on whatever they want to work on and ask the questions and there is still a trained staff person available to answer any questions. 
And at the same time, we're also offering some specific training, things that were popular that are still requested. 
And this is a way to sort of open up the Hotspot and we get more of a mix of interest and abilities and we found this is also great for community engagement that because we have people working on all different things and at all different skill levels at the same time, that people are often helping each other. 
It is a great way to create that sense of community and welcoming environment.  
So, those are just some of of the examples from what we're doing here at the Free Library. 
Thank you. 
>> Angela: Thank you, Ann. 
So, if anyone has questions, specific to our three practitioners, go ahead and throw them into the chat. 
We also -- we have a few questions specific to Laura Breeden about the future of the toolkit and she is also going to give us some over-arching themes that she has seen that came out as we were pulling the toolkit together. 
Laura. 
>> Laura B.: I want to thank you all first of all for those amazing presentations. 
I think when you hear about libraries, really hopping on to and taking advantage of this new opportunity with multiple devices. 
You realize how quickly all of the technology is changing and how many new opportunities are coming along, and, secondly, how important and critical it is that the organizations that are doing this work are on top of those things. 
Webinars like this are tremendously important. 
Information-sharing, communication, and, again, I want to go back to some of the key take-aways from our work on the program. 
I think the biggest one is that there is not a simple, one size fits all solution to the problem of Broadband adoption. 
And certainly what we have heard today underscores that fact. 
All of the successful projects have some elements in common. 
There are four that I wanted to mention. 
Partnerships, again, this is something that we talked about earlier. 
Anyone that has had a successful adoption or public computer center program in BTOP will tell you that partnerships are what made it happen. 
Maximize your reach and your resources and make sure that you are getting your messages right and your services right, those partnerships are how you do that. 
Another thing is that the learning environment needs to be very supportive. 
With the locations that are accessible and convenient. 
Hours of operation that work for your audience, whoever they are. 
Languages that your audience is familiar with.  
And other support services in many cases. 
A number of Philadelphia partners are organizations that work with people in transition or homeless people or people with AIDS. 
And they know those populations really well and are able to work with them. 
In addition, two other elements that are essential are communication. 
Both your messaging to the people that you serve and also your communication with partners and stakeholders. 
Finally, as you've heard, affordability is a huge barrier for people who are not adopters at home. 
And I would encourage everyone to look for and take advantage of these opportunities to provide low-cost ways to access and free access at the libraries is an incredibly important part of that.  
We have a lot of other information that we could share about this. 
I'm also interested in hearing if people think that there is room to do an online workshop of some sort where we're problem solving together. 
Angela, did I say everything you needed me to say?
I feel like a left a question out. 
>> Angela: The question on the future of the toolkit. 
>> Laura B.: Right. 
So the toolkit is something that we hope and plan to expand. 
The BTOP is a limited life span program. 
We will be finished with all of the work sometime in 2014.  
But between now and then, we certainly intend to collect ideas, information, suggestions, and so forth, and in the toolkit toward the end, you will see how you can do that through the digital literacy dot GOV web site and an email box that we have. 
And, again, we're doing a lot of webinars, a lot of outreach around it. 
So looking for ways to help integrate what is in the toolkit into the activities of other organizations so that, again, it can be a living, expanding, piece of work.  
>> Angela: Thank you. 
One of the other questions that we have in the chat, asking about government resources to support Broadband adoption efforts. 
My understanding is that that is all local. 
Laura, would you like to respond to that question? 
>> Laura B.: There are some programs that are fairly limited in scope that are coming out of other federal agencies. 
I think most of the work that's now being done to provide training and access is being done by organizations like libraries and most of the work around affordability is coming from vendors who are like clear and Cox and Comcast who are making service available at a discounted cost to low-income people. 
And that environment is changing very rapidly, which is actually very encouraging. 
So, would appreciate -- I mean, I would recommend that people stay in touch with their sources, like Webjunction to find out more about that.  
With the federal programs, one of the things we're doing is reaching out to other federal agencies who we believe have an interest in getting more people online so that they can actually deliver their services online and work with people and provide information, and one of the things we're finding is that there are some regulatory or administrative barriers, oftentimes, to including computer training and Broadband access as part of the program say in housing or in nutrition.
And, so, we're working with other agencies to find ways to ameliorate some of the issues. 
And if you are aware of issues like that that could be -- 
could be addressed at the federal level, please let us know. 
We would be happy to follow up on that. 
I definitely feel as our -- as the end of our program gets closer, increasing sense of urgency about making sure that the right stakeholders are engaged into these issues. 
>> Angela: Thank you. 
We have a question for our Philadelphia folks. 
Do you see the Philadelphia partnerships among multiple organizations continuing now that you're funding through BTOP is ending. 
Ann, Lindsey, can you respond to that?
>> Lindsey: Sure, that is I think the million dollar question for a lot of BTOP programs across the nation. 
We're feeling quite confident that things will continue. 
I think that kind of phase two of this work will inevitably look a bit different. 
That it does currently only because of, you know, we won't have the scale of resources that we had under BTOP. 
But we have really a strong commitment here in the city from the community-based organizations that are a part of this. 
I think, you know, to echo what Laura had said about the strength of partnerships, we have really a lot of -- a lot of great organizations around the table that are really working to really embed this work within their agencies, within the mission of their organizations, which I think is really critical to the future success of this project and just the ongoing work. 
It is not necessarily seeing it as something separate, but really something that enhances service delivery and is really critical to that service delivery. 
>> Angela: Thank you, Lindsey. 
The last question, regarding peg access, which is community television. 
Do any of our panelists have any examples -- I'm sure they are out there, I just can't off of the top of my head pull one up, of Broadband adoption efforts occurring in partnership with a public access station? 
So, if we can't immediately pull this off of the top of our head and we know they exist, our friends who are from public access on the webinar, if you come across them, let us know. 
We can help highlight them as an example. 
>> Laura B.: I want to jump in and say cable franchise associations and telecom mergers and acquisitions have been some pretty fruitful ways to find funding for these programs. 
For instance, in Seattle, when they renegotiated their cable agreements, they were able to secure funding to support their community technology program. 
In California, when -- and there have been so many telecom mergers I can't remember which one it was, but actually two different foundations were created over a period of five, six years to promote digital inclusion in California. 
And those were funded by a concession, if you will, that was required of the phone companies at the time that they merged. 
So, I would look for opportunities like that. 
And I'm not aware of any stations in particular, although there are some public access media centers involved in the zero to five project that we're funding and that is something that we could look into further. 
>> Angela: We are at 2:00. 
And we always promise to stay on schedule. 
So, huge thank you to everyone.
The -- this webinar is being archived, including the chat. 
All of the resources that have been mentioned will be available on the Webjunction archive page, which Jennifer has been posting and has posted right there at the end for you.
Thank you so much for your time. 
Have a great day. 
>> Jennifer: Thank you all.