Further reading:

2026 New York State of the State: Digital Assumptions, published by NYSDEN (New York State Digital Equity Network).

According to the summary, New York must invest in:

• Technical support hotlines and help desks
• Broadband infrastructure expansion
• Device access programs (computer/tablet lending or provision)
• Digital literacy training programs for all age groups
• Multilingual digital support services
• Accessible technology for people with disabilities
• In-person support options for those unable to access digital services
• Public computer access points (libraries, community centers)

Anecdotes about community need

We’re about public access so it’s important to have wifi available to the public 24/7. We’ve had to lock out our outside outlets though due to use of wifi and questionable activities. Local businesses have expressed frustration with people hanging out after hours to use the wifi. I’m proud of our board for pushing back on these businesses. People who access our wifi are our “invisible patrons”.

Libraries in one stop towns become whatever the community needs us to become. People come in needing help with job applications, navigating a website on our computer or on their personal device. We’ve helped set up phones and tablets. My daughter and son are even pulled in to help.

-Library Manager in Chenango County

Sometimes there are more cars in the library’s parking lot than people inside. They pull up to watch Netflix. People traveling will connect to our Wifi and get directions because the area has terrible phone reception. Students will pull in here to do their homework. 

-Library Circulation Desk Clerk in Broome County

Our staff of four goes out of our way to assist on library devices and personal devices. We can “lead you to water” but can’t do it for you indefinitely. Needs are evolving and libraries are changing. We are community centers now. 

-Library Director in Delaware County

So many patrons don’t own a computer/laptop and their cell phones are basic. Kids have cell phones but no access to other computers so they don’t know how to use laptops or desktops. A fair number of patrons come in just to charge their phone, so we lend out phone chargers. 

-Part-Time Library Clerk in Delaware County

Access to the internet and access to wi-fi is essential, but it is not equitably accessible.

– Library Director in Steuben County

The library has a high level of trust from the community, but library staff may not have the time or expertise to support all of the public’s interest and questions.

– Library Director in Schuyler County