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Digital Inclusion

Digital Equity Includes Clear Messaging And Training, Experts Argue

Experts argued for clearer communications and training for Americans not used to connectivity.



Hannah Hill of Boston Consulting Group

May 14, 2021 — Lost in the rhetoric of connecting Americans to crucial high-speed internet is what it takes to connect people who don’t have experience with the technology that many take for granted, experts on a webinar argued Wednesday.

Policy decisions often only emphasize the need to connect large swaths of underconnected areas, but seldom talk about the critical issue of communicating how to get connected, argued panelists at the National Digital Inclusion Alliance.

“If you are someone who lives in poverty in this country, you experience all kinds of friction,” said Bret Perkins, senior vice president of external and government affairs at Comcast. “And none of this is simple—those of us who live in this, we tend to oversimplify what it takes to sign up, what it takes to get on board, and we just have to understand that more and deal with the friction.”

The pandemic has increased attention on the digital divide, and the panelists called for clearer communications to reduce friction points to get the less-fortunate connected.

Connectivity issues must be addressed with consumer-focused lens

Hannah Hill, project leader at Boston Consulting Group, emphasized the importance of approaching problems with a consumer-focused lens, pointing out key factors in potential solutions such as effective communication.

“How can you explain the message clearly, not using technical jargon or terms, making it very clear about the terms in a way that is clear but not overwhelming?” she said. “And how can you share those messages through trusted channels—community organizations, educators, faith-based organizations, civic groups…How can you send trusted messages through trusted sources?”

Effective communication requires having a multilingual, multicultural view, said Daniel Noyes, co-CEO of Tech Goes Home. That includes “making sure you have multilingual phone lines that are properly staffed.”

Hill said companies should find ways to streamline the application process and ensure that support is always readily available.

“That comes back to the community organizations—in our research, more than 40 percent of respondents said that they wanted someone to walk them through the process step by step,” she said. “It was the most requested support that would make the program easier, and so being able to enable these organizations so that they can offer that support and assistance is key.”

Transparency around cost also key

Noyes also highlighted the importance of clear messaging with respect to cost. “If it costs $10 a month on your ad, it better cost $10 a month when the bill comes,” he said. “If the modem costs $15 a month and you say your service is $20 a month, but it’s actually $35 a month, you’re doing a disservice to the people you serve.”

Noyes noted that having internet access does not equate to being able to afford it.

“I had a conversation with someone no more than a month ago who said, ‘I have the internet, but the only way I have it for my kids is I take half the prescription medication I’m supposed to take, because that allows me to pay for the internet,’” he said. “So it’s not just closing out those who don’t have it, it’s also dealing with people who have it but can’t afford it.”

Heather Tsavaris, principal consultant at the Columbus Foundation, said she contemplated certain questions when addressing how to connect Columbus.

“As we thought about it and as we really went deep with people and did the qualitative empathy work, we refined that to move to, ‘How might we ensure people experiencing poverty can use technology in all the ways they want to and need to?’—really thinking about that value proposition and that relevancy.”

The pillars of an effective connectivity strategy

Lloyd Levine, a senior policy fellow at the U.C. Riverside School of Public Policy, pointed to three primary areas in which internet equity is important: economy, education and equal access to government and quasi-government services.

“Data shows that those who use computing devices to find jobs get jobs faster, they get promotions quicker, they keep their jobs longer, [and] if you use a mobile phone exclusively, you suffer harms at almost the same rate as people who have no access at all,” he said.

Unequal internet access leads to several such issues, Levine added, including barriers to doing well in school and applying to college as well as lack of access to telehealth and government services.

Levine said you can’t simply dust your hands after providing access to devices, but you must follow-through to ensure they know how to use them.

“You’ve got to set up an administrative side that says we’re about to give computers and internet service theoretically to a bunch of people who don’t have high tech skills,” Levine said. “[We need] devices that are purpose-built that are less likely to have somebody downloading malicious things that would then cause them problems later on, that are less likely to crash as you’re trying to do an essential project.”

In addition, Hill noted that companies need to be constantly researching and collecting data to make sure that they are continually assessing “who’s connected, who’s not and why, and how we can come together and create scalable products or scalable programs to address that.”

Part of this continual reassessment involves ensuring that problems are framed in a way that best serves consumers, Tsavaris said.

Perkins agreed, suggesting that providers broaden their approach and outlook.

“Yes, we want to have networks in front of everybody’s homes, yes, we want to get them all online, but there’s a tendency to stop short in thinking about, ‘What is it to be equitable here for people to live in the 21st century and to thrive?’ he said. “And for that, we’ve got to see it as [that] we want them connected [and] we want them to be able to use this with skill, and that requires a whole different mindset in terms of how we approach this.”

How government and regulators can get involved

In order to take the final steps in closing the digital divide, Levine said that he would like to see the FCC more specifically target access for low-income people.

“I’d like to see a collaborative approach where the government partners with the providers to ensure the provision of low-income people, whether it’s the way I mentioned earlier with a collective bargaining situation or a different provision,” he said. “Right now, it doesn’t work because there’s no real top-down leadership.”

Levine concluded that any legislation attempting to make the final push to close the digital divide will need to involve more than just internet availability.

“It’s not just about the broadband when the policymakers are passing these pieces of legislation…it’s a lot of work to connect the last people that are disconnected, whether it’s deploying in rural areas or it’s connecting those who are reluctant for whatever reason,” he said. “And if we just focus on the physical pipes, the infrastructure, we’re missing a huge component.”

Development Associate Emily McPhie studied communication design and writing at Washington University in St. Louis, where she was a managing editor for campus publication Student Life. She is a founding board member of Code Open Sesame, an organization that teaches computer skills to underprivileged children in six cities across Southern California.

Digital Inclusion

Debra Berlyn: What’s New in 2022 for Aging and Tech?

Senior citizens continue at a rapid pace to adopt tech that assists the aging process.



The author of this Expert Opinion is Debra Berlyn, executive director of GOAL

It’s the start of a new year and time to view what’s on the horizon for the latest technology innovations. To our great anticipation, the most significant technology event of the year, the Consumer Electronics Show, returned in-person to Las Vegas!

CES 2022 literally rolled in with some eye-catching innovations and gadgets unveiled at CES, notably with a BMW that can change its color and patterns with the use of a phone app. CES also unveiled the usual army of robots to clean the house, provide learning skills, and entertain. The Ameca robot is “human-like” and can be programmed with software using artificial intelligence, offering both speech and facial/object recognition. Ameca will engage in conversation and complement you on your lovely red hat.

The more important technology story for consumers for 2022, isn’t just the “wow” innovations that may or may not make it to market this year, it is the tech that will enhance and improve all of our lives. This is particularly important for the aging community, who increasingly rely on tech to stay connected to family and community, and as an important component of healthcare.

Those 65 and older continue to adopt tech at a rapid pace, narrowing the gap with their age 18-29 younger counterparts. Now, over 65% of older adults have broadband at home, 44% have tablets, and 61% have a smartphone. These “basics” form the foundation for layering the more sophisticated health and wellness and smart home innovations available today, and on the horizon.

The pandemic has emphasized the importance of tech for the aging community. A recent AARP study has confirmed that technology is a “habit” that is here to stay for older adults. The past couple of years has led to an emphasis on tech devices to monitor our health, help us stay fit and get connected to our health care professionals.  We are spending more time at home for work and leisure, and while at home we want to be able to manage our energy use, home security, appliances and more.

According to the chief technology officer at Amazon, Werner Vogels, one of his primary predictions for tech this year is, “In 2022, our homes and buildings will become better assistants and more attentive companions to truly help with our most human needs. The greatest impact in the next few years will be with the elderly.”

Technology can provide solutions to make life easier for older individuals

A critical opportunity that technology provides is to solve tough problems such as how to make life just a bit easier for older individuals and address their greatest challenges as they age.  Voice assistive tech continues to be a popular device for older adults. One-third (35%) of those 50-plus now own a home assistant, up from 17% just two years ago, with the voice assistant serving as a significant tool to reduce isolation for older adults.

While the AARP study found that growth of ownership of voice assistants, such as the Amazon Echo and Google Home, may have slowed for younger demographic groups, ownership continues to be on the rise for older adults.

Here are several examples of innovations for the aging community:

  • The Labrador Retriever is an assistive “robot” that empowers individuals to live more independently by providing practical, physical assistance with everyday activities. The robot is a rolling container with trays that can be “commanded” to go to different locations in the home to retrieve objects and carry them to various locations. It maps the home and “learns” how to navigate the space to operate wirelessly.
  • Tech devices that enable older individuals to track several critical aging factors continue to be introduced and desired in the marketplace. The “Buddy” from LiveFreely, is smartwatch software that monitors and manages fall prediction and detection, medication schedules and reminders, and emergency notifications. With alerts to family members, caregivers and emergency services providers, it provides wearers with an enhanced sense of security and independence. The software operates on both the Apple and Fitbit device.
  • For any aging adult with mobility issues, or their caregivers, you know that just getting around can be a challenge and now there are advances to the most needed tool in aging: the walker. One company, Camino, has developed a sleeker, advanced walker with an ergonomic design, lights and improved navigation for bumps in the road to provide greater walking assurance and balance.
  • The “Freestyle,” from Samsung, is an entertainment component of the smart home for older adults. It is a projector device with accessibility features that can be used inside the home or out, to project content such as a movie, photos or messages from any smartphone onto any surface.

AARP’s 2022 study on technology trends also recognizes that the increasing older demographic has significant purchasing power in the consumer market, including for technology spending. The study found, “Tech spending in 2020 among adults 50+ is up 194% (from $394 to $1144) to modernize, update, or create a better experience online.”

It also projected that by the year 2030, “the 50-plus market is projected to swell to 132 million people who are expected to spend on average $108 billion annually on tech products.”

In the coming years, older adults will have a wide range of new and innovative products to exercise their market power and find the right technology to enhance and assist their lives as they age. Over the past decade, technology has empowered older adults to be increasingly more independent, battle isolation, and stay informed and connected.  While we can’t predict the future, the next decade should be an exciting opportunity for new innovations for the aging community.

Debra Berlyn serves as the executive director of The Project to Get Older Adults onLine (GOAL), and she is also the president of Consumer Policy Solutions. She represented AARP on telecom issues and the digital television transition and has worked closely with national aging organizations on several internet issues, including online safety and privacy concerns.  She serves as vice chair of the Federal Communications Commission’s Consumer Advisory Committee and is on the board of the National Consumers League and is a board member and senior fellow with the Future of Privacy Forum. This Expert Opinion is exclusive to Broadband Breakfast.

Broadband Breakfast accepts commentary from informed observers of the broadband scene. Please send pieces to The views reflected in Expert Opinion pieces do not necessarily reflect the views of Broadband Breakfast and Breakfast Media LLC.

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Digital Inclusion

Digital Inclusion Leaders a Critical Step to Closing Digital Divide: National League of Cities

The National League of Cities said government leaders need to have ‘multiple points of engagement’ with communities.



Lena Geraghty, National League of Cities director of urban innovation

WASHINGTON, January 20, 2022 – To understand the digital divide, cities need to include digital equity leaders in their broadband needs assessment programs, the National League of Cities said at an event on community connectivity challenges Wednesday.

A broadband needs assessment would allow city leaders to explore the extent of the digital divide in their communities, said Lena Geraghty, the National League of Cities’ director of urban innovation.

“[A needs assessment] enable city leaders to dig into who’s being excluded, what’s currently available in your city, and what solutions city leaders can use” to close the digital divide, she said.

“The community is going to know best about where access exists, where gaps exist, and the needs that will make connectivity better,” Geraghty said. To get the best picture of a community’s need, stakeholders must find and include the community’s digital equity leaders in the data-gathering process, she added.

“These could be people that are knowledgeable about digital equity or people that are experiencing the digital divide,” she said. “Think really broadly about what it means to be a leader and the type of information these folks can bring to bear in solving the digital divide in your communities.”

Geraghty said it may be useful to formalize the leaders’ work by creating a broadband working group or ad hoc committee led by the city’s government. “Giving some roles and responsibilities can help everyone move in the same in direction, there’s agreement, and really clear goals and outcomes.”

Geraghty added that it’s important for government leaders to establish multiple points of engagement for the community. “It’s not enough to gather data or information from people once,” she said. “The state of access to the internet and devices is always changing,” so leaders should create multiple touch points for community input.

The National League of Cities released its Digital Equity Playbook for cities in December, walking readers through how they can promote digital equity in their cities. The playbook has a four-step process on how to get started with digital equity.

By walking readers through the process of connecting with the community, evaluating the connectivity landscape, gathering foundational information and reporting on findings, city leaders will be prepared to target broadband funding to unserved and underserved areas in their communities.

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Digital Inclusion

Infrastructure Bill Supports Digital Inclusion, Says Advocacy Group

The Infrastructure Investment and Jobs Act includes billions for states to expand digital inclusion efforts.



Screenshot of Amy Huffman

WASHINGTON, December 10, 2021 – National Digital Inclusion Association Policy Director Amy Huffman explicated the role of the recent federal infrastructure legislation – and its support for digital inclusion and digital equity – in a Tuesday webinar.

The Infrastructure Investment and Jobs Act allocates $42.5 billion in the Broadband Equity and Deployment program. IIJA also allocates $2.75 billion for the Digital Equity Act.

The Digital Equity Act funds are designed to help improve states and local governments’ digital inclusion efforts. The federal government recognizes that states, local governments, and practitioners “who already are embedded in your communities are the trusted resources in your communities that you all are the best ones to do digital inclusion,” Huffman said.

“You’ll see that ethos has made its way throughout all of the both the Digital Equity Act and the Broadband Equity Access and Deployment program” of the broader legislation.

The Digital Equity Act codifies the definitions of “digital equity” and “digital inclusion.” Digital equity is our “goal,” said Huffman.

“That’s what we’re trying to achieve, we want to make sure that we live in a nation where everyone, every individual and community has the capacity for full participation in our society, democracy, and economy,” she said. Digital inclusion involves the programs, policies and tools that help the nation achieve a digitally equitable state.

Indeed, the Digital Equity Act contains two programs: the State Digital Equity program and the Competitive Grant program.

The Act also creates three grant funds. Administered by the National Telecommunications and Information Administration of the Commerce Department, the digital equity competitive grant program will supply money for states to do digital equity work.

The program is split into planning grants and capacity grants: Planning grants help states create digital equity plans, while capacity grants give money to states to implement those plans.

The Broadband Equity Access and Deployment program gives block grants to states for broadband infrastructure deployment and other digital inclusion activities.

Each state will receive at least $100 million, and use an additional formula for determining how much additional funding states receive. Eligible grantees are all U.S. states, Puerto Rico, and U.S. territories. Subgrantees can be cooperatives such as telephone or electric member cooperatives, non-profit organizations, and public-private partnerships.

Each state’s plan funded by these grant programs must create “measurable objectives for documenting and promoting various digital inclusion activities that will advance the covered populations pursuit of digital equity and closing of these barriers,” Huffman said.

“The states are already in charge of so economic development workforce development health outcomes, etc. so they want the state to think holistically, about how they’re doing around digital equity will help them achieve their other goals.”

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