Healing the Digital Divide With Digital Inclusion

What is it about?

Digital communication technologies are pervasive in modern economies but not in everyone’s life. Our research studied an important topic: how to heal the “digital divide,” which refers to societal-level inequalities of digital access, capabilities, and outcomes. The digital divide remains a prevalent issue, particularly affecting the elderly, people with disabilities, and other people experiencing vulnerability. To study this important topic, we mapped the current literature and secondary data, including government data and reports from respected research institutes. We then interviewed 33 service providers and managers of essential human services from Australia and the United States, including education, healthcare, and social services, to explore how they designed and co-produced digital transformation services with their customers.

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Photo by Brooke Cagle on Unsplash

Photo by Brooke Cagle on Unsplash

Why is it important?

Service organizations can help heal the digital divide. Our paper outlines specific ways they can do this and offers a clear path for organizations to support digital inclusion. Through role modeling, mentoring, coaching, and providing social support, service providers can help people develop the digital competences they need to overcome challenges and barriers. We also provide guidance for organizations to enable access to digital resources, enable and extend choices for customers, thereby creating opportunities for customers experiencing vulnerability to nurture healing and foster happiness by attaining meaningful life outcomes.