How do you consider digital inclusion as an organisation?
Notifying a change of address, applying for an allowance, or ordering from a webshop: not everyone takes this for granted. Some people have limited access to digital tools, have difficulty using them, or do not feel addressed by digital communication. Therefore, it is very important as an organisation to consider digital inclusion. With the ongoing digitalisation in our society, it is important for your organisation to consider digital inclusion.
Briefly, what is digital inclusion?
Digital inclusion is actually the opposite of digital exclusion. So if you pay attention to digital inclusion, you prevent people from being excluded as much as possible. This is not just about whether someone has access to the internet. Digital inclusion involves several factors: for example, someone's skills, motivation, any limitations and someone's personal network.
Government is already increasingly concerned with digital inclusion. But it is not only important for the government: all organisations and companies should take this into account. This way, everyone can participate in society as independently as possible.
How do you consider digital inclusion as an organisation?
To account for digital inclusion, there are at least four aspects to consider: awareness, accessibility of platforms, education and training and customer-centric approach. Not sure yet what these mean? We'll go into that in more detail next.
Awareness
It all starts with awareness. Organisations need to be aware of the digital divide, and understand which groups are excluded. Groups that struggle to use digital tools include: people with disabilities, the elderly and or low-literacy.
Accessibility digital platforms
In doing so, it is crucial that your organisation ensures that these digital platforms are accessible for everyone. Websites, apps and online documents will have to comply with the guidelines. Consider the use of subtitles for videos, alt-texts for images and good readability of text. These examples, can ensure that anyone, regardless of their disability, can use your services.
Education and training
To further promote digital inclusion in your organisation, providing education and training is an effective way. Programmes can be set up to develop digital skills among employees, stakeholders or customers. Consider training that can range from basic courses on how to use digital assets to specialised training. By investing in developing these skills, you increase self-reliance on the internet, and reduce the digital divide.
Customer-oriented approach
Your market is diverse. So take your customers' different needs and preferences into account when developing digital services. Such as setting up multiple communication channels, telephone accessibility and e-mail contact.
The first steps towards digital inclusion
There is quite a lot involved in digital inclusion. It can therefore be quite difficult to figure out where to start. I think it mainly starts with awareness. Take a moment, for instance with a few colleagues, and look together at the four aspects mentioned. How are you doing at the moment? Who are you currently not reaching or not reaching enough? Also ask about the experiences of people from your target group, and especially try to find the people who still have a lot of trouble working with digital tools. So a survey on social media might not be the best solution.
Need help with first steps? Want to spar about what inclusion means to you? We can always help you with that!
