A Human Approach to Closing the Digital Divide (2022)

In this report, the authors surveyed more than 1,500 people who have used programs staffed by Digital Navigators, and interviewed the leaders of more than 40 Digital Navigator programs to understand and evaluate the role impact Digital Navigators have had on addressing the digital divide.

They found that:

• Over 65% of survey respondents reported that they were able to obtain internet access or a computer or tablet at home.
• More than 85% said they now use the internet more.
• Overall satisfaction with digital navigators was nearly 80%, with many users praising digital navigators for helping them quickly fix their issues and making them feel confident.

• Digital navigators are not monolithic: there are four distinct archetypes, each of which plays an important role depending on where people are in their connectivity journey.

The report provides additional information about outcomes that address the digital divide, but also increase digital inclusion among marginalized and vulnerable groups. The authors also outline the importance of scaling Digital Navigator programs up to be able to serve even more people.

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