Closing the Digital Divide in the US

A grassroots effort to bring Digital Navigators to communities in need is helping increase digital equity.

One 2020 Deutsche Bank study concluded that a “racial gap” exists in the US, especially in urban areas. The data showed that Black and Hispanic communities are approximately ten years behind the White community. This racial gap is expected to continue for the foreseeable future, especially given the current rapid digitization and ever-growing automation of the US economy. Some experts believe that “large numbers of Black and Hispanic American workers could be disqualified or underprepared for 86% of jobs in the U.S. by 2045.” 

A digital divide exists between individuals who have access to computers and the internet as opposed to those who do not. A person’s socioeconomic status, age, other social demographics, and physical geographic location can all contribute to a person’s placement within this divide. Individuals within a single community do not share equal technical and financial abilities; individuals are, therefore, unable to gain equal access to available technologies.

One 2022 study concluded that the “digital divide is becoming a more prominent driver of social exclusion and inequalities in the age of the COVID-19 pandemic.” The COVID-19 pandemic only exacerbated preexisting digital inequalities for many across the globe. (Check out these great resources by Pew Research Center that offer more information about the digital divide in the United States.)

Closing the digital divide can help narrow the gap between the haves and have-nots. Digital equity permits a broad range of individuals to engage with their communities in civic and cultural spaces. Digital equity allows more individuals to enjoy broader access to employment opportunities and essential supportive services.

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The Digital Navigator Program

The Digital Navigator Toolkit is a national program created by the National Digital Inclusion Alliance (NDIA), a grassroots-oriented entity whose mission is to advance “digital equity by supporting community programs and equipping policymakers to act.” This program aims to close the digital divide in communities by arming organizations with the resources needed to enhance program participants’ digital literacy and computer connectivity. 

In 2020, “the Salt Lake City Public Library (SLCPL) partnered with the National Digital Inclusion Alliance (NDIA), the Urban Libraries Council (ULC), and the Institute of Museum and Library Services (IMLS) to bridge the Digital Divide in Salt Lake City through the launch of a Digital Navigators pilot project . . .” as a pilot program.

The project focuses on serving Salt Lake City’s Westside communities (e.g., Rose Park, Poplar Grove, and Glendale). Just before the study, approximately 60 percent of the households there lacked a broadband connection or access to a computer. The Digital Navigators Toolkit was later published in 2021 as a result of this pilot program. The Salt Lake City Public Library continues to close the digital divide with its Digital Navigator program today.

Javier Prado, a Digital Navigator for the Salt Lake City Library, explained in a promo video about the program, “. . . a Digital Navigator is an extension of a customer service representative. We are [here] to help people on the phone or whatever means they have to communicate with us and try to meet their digital needs.”

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These programs make it possible for low-income households to access affordable broadband internet services at home, access affordable technology, and receive aid in resolving basic device and connectivity challenges. Communities also enjoy opportunities to learn new digital skills taught in layperson terms, meaning that the program makes it possible for non-tech-savvy individuals to expand their digital skills, expand their knowledge base about tech, and build their confidence as tech users.

In communities like Mecklenburg County, North Carolina, and Philadelphia, Pennsylvania, residents can dial a hotline to connect to a Digital Navigator. The navigator will work with the caller to help them achieve their digital goals. Companies like AT&T are teaming up with other nonprofit organizations interested in launching navigator programs in the neighborhoods they serve.

The NDIA announced in 2023 that they would be expanding Digital Navigator programs to eighteen rural or tribal communities across the nation, thanks to a $10 million grant from Google.org. This latest pilot project will include the cooperation of eighteen partner organizations, all of whom have hired Digital Navigators to work in their respective communities. This group of navigators is called the National Digital Navigator Corps. The grant will ensure two and a half years of funding for this project.

Most cities have an anchor institution, like a library or community center, where Digital Navigators can provide their services from a central point. Rural communities have a unique challenge in that there’s usually no anchor institution available; thus, Navigators in these areas often need to go directly to the individuals who require their services.

One example is mentioned by Zack Quaintance, who wrote about the expansion project in May 2023: “A digital navigator working in Texas outside of Houston, for example, does his work out of an American Legion, where he can also relate to those in need because he’s a veteran himself.”

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Raising Awareness about Digital Equity

National Digital Inclusion Week (DIW) falls on October 7–11 this year. This week will be heavily promoted by the NDIA to raise awareness around digital inclusion and bring visibility to organizations that provide digital support to communities. This week also offers an opportunity to gain support for digital inclusion from funders, policymakers, and donors. It is a time for organizations that share interests in digital equity to forge partnerships and gather volunteers to promote their efforts.

The NDIA has prepared this toolkit and a list of resources for those interested in joining Digital Inclusion Week activities. There is also a free information session available for those seeking tips on hosting a successful DIW event. Now is the perfect time to consider implementing a Digital Navigator program in your community.

According to NDIA, a record-breaking 687 people and 505 organizations joined together across the globe to celebrate DIW in 2023. Be sure to join in on the action this year, and remember to use #DIW2024 to share your participation with the world!

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