In addressing digital exclusion and its consequences, we need to be aware of the key factors that prevent people from engaging satisfactorily with the new technologies. Our experiences working in the area and the available research suggest the following are the most important barriers:
Access
Broadband availability is still poor in parts of the country.
The cost of ICT equipment and broadband connection can act as a deterrent if a person has yet to develop a real interest in using the technology. The internet should be perceived as cheap, reliable and easy to access.
Confidence
The digitally excluded are more likely to have had unsatisfactory experiences with training and education services. They are also more likely to have had problems with basic literacy and low self-esteem. All these contribute to a lack of confidence in the ability to master new skills which prevents people from seeking training and may undermine their learning if not addressed early in a training programme.
Fear
Fear of damaging expensive equipment by, for instance, pressing the wrong button inhibits people from freely exploring the abilities of devices. Concerns about the security of financial transactions prevent newly competent users taking the step of purchasing goods/services online.
Poor Design
Simplicity and ease of use need to be major considerations in designing all local and national government websites. Using web accessibility standards should be compulsory for interface designers of these sites. Many existing interfaces discourage the novice user with poorly presented options. The bulkiness of desktops and slow start up procedures can also inhibit learning and discourage casual use. The physical handiness of tablets and their more flexible interfaces will help address these issues.
Lack of Support
There is evidence that a significant number of people who receive initial training either fail to continue using the internet or fail to take advantage of the opportunities offered by technology. This highlights the need for some form of on-going support and flexible approaches to delivering the support.
Lack of Interest
There is sometimes an assumption that if we show people how to access and browse the internet they will remain “hooked”. However for all those who become frequent users of Skype or Facebook or YouTube or even Solitaire there are many whose interest is not stimulated enough to become or remain engaged.
Lack of Purpose
Related to and often underlying a lack of interest is the lack of a clear purpose motivating people to become engaged with technology and to remain using it. For many the need to access the internet is not, as yet, as compelling as the need to own, for instance, a phone. For many, there are no clear personal benefits to be derived from using the internet or at least not clear enough to outweigh the barriers to use. Part of the problem may be due to lack awareness of what the internet offers. National awareness campaigns and a digital champion would be part of a solution to this issue. Where tuition is offered on a 1-to-1 basis there is more scope for the tutor to explore what “hook” may grab the individual learner. In general, the challenge for the training designers and deliverers is to identify what the personal benefits might be and communicate them. The challenge for the policymakers may be to create a greater awareness of personal benefits. A financial incentive can be a fast track to creating personal benefits. Discounts for online purchasing/payments are common but widely publicised special online offers by semi-states (ESB, An Post for television licence, etc.) might create wider interest.
