Attendance for traditional computer classes had been declining for some time, while requests for individual help were increasing. When we had classes on coding or social media, our engagement increased. We radically restructured our classes to take advantage of these data trends, offering hands-on workshops on subjects like robotics, coding and media creation to all ages. We then created an appointment-based system for customers who needed basic technology instruction, meeting them on their terms and abilities.

The key to this transition was embracing the idea that formal classes weren’t meeting the needs of our community. We empowered our technology programming staff to try anything, adopting a “yes, and?” attitude toward programming. If it didn’t work, we took what we learned and adapted. We invited other staff into technology programming. This restructure let us train staff to better help customers with the technology needed for their daily lives and brought new creativity into our technology programs.

Customers who need technology help can now make an appointment with an experienced staff member at their preferred location, date and time. We book about 50 appointments per month. We incorporate online learning, for extra practice at home. We are better able to adapt to customer wants and needs, including holding group appointments when requested, or second editions of programs with full registration. We’ve sparked the creativity of our programmers, with virtual reality programs planned for teens and seniors this fall.