I liked the story also although it was a little sad. It highlights that the digital literacy and the librarians role is often about communication. Being able to “ask the right questions” and being able to assist peopled to find the information they need.
The frustration of the iphone however could be so much more real for those less fortunate as the Web 2.0 reading points out. For many a lack of digital access and the knowledge to decipher the information means cycles of poverty are reinforced and those most vulnerable are unable to access education which is now mostly online or government services. It could mean for many being dependent on places like the library for any internet access at all and being isolated from necessary assistance fro single mothers families or newly arrives migrants.
The isolation created by the digital divide is very real and unfortunately only getting bigger.