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A library staff member sits beside an older patron, helping him use a digital device during a technology support session. Overlaid text promotes a weekly “Digital Drop In” program offering free assistance from Digital Mentors every Wednesday from 10am to 12pm.

Albany Library’s Digital Drop-In Turns Tech Troubles into Triumphs

Every Wednesday for the past four years, something a little magical has been happening at the Albany Public Library. Between 10am and 12pm, a crack team of staff and tech-savvy volunteers sets up shop for what’s affectionately known as Digital Drop-In (or DDI for those in the know)—a free service dedicated to helping community members wrangle the ever-changing digital world.

Got a new phone but no clue how to set it up? No worries. Need help navigating your online banking app without accidentally transferring your life savings to Timbuktu? We've got you. Want to Facetime the grandkids or figure out how to renew your passport online without bursting into tears? You're in the right place.

The DDI team has seen it all—from helping people connect their hearing aids to their smartphones, to guiding someone who’s legally blind through assistive technologies. If it’s digital, we’re on it. Like a well-oiled machine (but friendlier), the team pairs people with the right volunteer or staff member based on their tech superpowers. And if someone hits a roadblock? There’s always backup just a few desks away.

Many people come to us because, let’s be honest, buying a shiny new device is one thing—but good luck getting any real help setting it up from the store that sold it to you. And with more government services going digital-only, having a friendly face to guide you through the maze can make all the difference.

Just how big is the difference? In the last financial year alone, the DDI team helped 1,408 people. But the real value goes far beyond the numbers. It’s in the sighs of relief and the grateful words we hear every week:

“We’re so grateful for this lifesaving service—we don’t have family nearby to help.”

“I couldn’t afford to pay someone, even if I knew who to call.”

“So thankful for the volunteers who give up their time and are so patient.”

“If you weren’t here, I would have just thrown it in the bin!”

“My hearing aid works so much better now I know how to use the app—thank you!”

Digital literacy is still a major hurdle for many, and as tech keeps evolving, so does the need. Being able to offer this kind of support—free, friendly, and face-to-face—is not just a service. It’s a source of pride, purpose, and genuine joy for our team and amazing volunteers.

Find out more about the program here.

Features

Author

Joanna Andrew
Coordinator Library and Town Hall, City of Perth Library

Date published

Jun 17, 2026

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