Study Category: Accessibility and Digital Literacy

The technology level of the community has a tremendous influence on the local economy. Findings from the Digital Inclusion Network focus group identified that small businesses, especially those in underserved communities, need basic training in many aspects of communications technology to obtain economic advancement. One example noted that small businesses that have adopted “Square” © technology have become more efficient, increased sales, and can participate better in the “digital economy.”

Data from a Multnomah County survey of a wide range of local businesses conducted in early 2020 illustrated that 68% of employers find communication services and technology very-to-extremely important to improving an employee’s productivity (50% of responses were “extremely important”). When asked “whether the availability of a technically skilled, internet-savvy workforce is critical to the success of their business,” more than half (56%) agreed or strongly agreed with that premise.

Data from a Multnomah County residential survey conducted in early 2020 illustrated that home broadband internet availability substantially affects the community’s economic prosperity and opportunity. Data from the survey indicates that nearly 1 in 4 residents frequently run their businesses from home (22% of respondents); over half require internet access at home for their job (52% of respondents); and 1 in 3 have someone in their household who teleworks (33% of respondents). These numbers are likely to be substantially higher as a result of the Covid-19 pandemic.

More than 1 in 10 Scientific Residential Survey respondents identified as living with a disability or indicated that someone in their household lived with a disability. This group was similar to overall respondents in their high rating of the internet as an essential utility, and that free publicly accessible WiFi is very important.

In the Online Public Survey, more than 1 in 5 respondents indicated that they or a household member lived with a disability. When asked what communications technology assistive devices they consider of critical importance they indicated access to high speed internet as the number on priority at 82%, followed by devices and applications (cellphones, smartphones and apps) at 80% and tablets/computers  at 67%. Other devices and applications were listed as well, including: captioning, optical character recognition (OCR), Bluetooth-connected devices, smart watches and other devices.

When asked what frustrations they had in using communications technology, including both assistive and non-assistive devices, the number one frustration was with high prices and cost. Other frustrations included robocalls, keeping up with changing technologies, information hackers and the lack of inclusion of assistive technologies in devices and apps.

Community media centers, schools and libraries all recognize the limitations in time and staff capacity to promote education, training and low-cost services currently available to residents. All are employing various promotional strategies, but their efforts are limited in scale and often done in an ad hoc way rather than as a concerted effort.

Results from the Esper House Report noted that “particularly in the senior community there is a need for better education and skill building with communications technologies and services.”

Many of Esper House’s study groups indicated that they acquired devices and tools but did not know how to use them or understand the cost involved. Seniors expressed this in a variety of ways: “I can take pictures but can’t get the pictures out”; “sometimes I open my laptop and it says you’re not connected and I don’t understand why”; “I don’t stream anything. I don’t know what that means.”

For people of color respondents to the Scientific Residential Survey, 19% did not have internet at home. The main barrier to home internet was that they did not know how to use it which indicates that education opportunities are needed.

Responses from community media, library and technology nonprofit representatives noted that once people are trained on the use of computers, they often need ongoing technical and other support which is a challenge to provide. Library representatives identified that library patrons are in continuous need of education, training and support in order to use the publicly available internet at the libraries.

Esper House noted that the need for support is present in the disabled community as well, indicating that “communications technology remains inaccessible to many in the disabled community because of cost and difficulty in receiving support.” A disable interviewee said, “we have a lot of students that have adaptive software, but they don’t have the skills to use it.”