The research explores ongoing and emerging digital literacy gaps among newcomers in the Toronto South area, with a focus on how the COVID-19 pandemic accelerated the sector’s shift to online and hybrid service delivery. Researchers focused on how these changes have impacted newcomer access to essential services, what barriers remain, and what promising practices and supports are needed to address digital literacy deficiencies.
What do you need to know?
The digital divide for newcomers was exacerbated by the pandemic’s push toward digital service delivery. Newcomers, particularly older adults, those with limited language proficiency, and less technologically skilled individuals, face compounded barriers to accessing essential services. The report highlights how pre-existing inequities intensified and how the sector’s rapid transition to digital platforms left significant gaps in support for digital literacy. Researchers discuss how digital literacy fits within broader social and economic participation, recognizing that digital skills are foundational for integration and access to services.
What did the researchers find?
Key findings include:
Digital literacy is multifaceted: It encompasses problem-solving, protecting sensitive information, assessing source credibility, and confidently navigating digital platforms.
Barriers are compounded: Older newcomers, those with low language proficiency, and less technologically skilled individuals face double barriers, making it especially challenging to access essential services.
Service gaps persist: Despite sector efforts, support for digital literacy has often been an afterthought, and calls for increased digital literacy supports have largely gone unmet since 20201.
Community and grassroots organizations play a critical role: These groups have stepped up to fill service gaps and have become more integrated into the newcomer support ecosystem.
Summary Table: Key Recommendations
Recommendation Area
Details
Funding & Resources
Dedicated funding for digital literacy, devices, and instructor hiring
Partnerships
Increase public-private and community partnerships
Accessibility
Open eligibility for all newcomers, regardless of status
Professional Development
Training for staff and community members supporting newcomers
Centralized Programming
Partner with public libraries/school boards for centralized services
Information Sharing
Build and replicate promising practices among organizations
Interesting themes and outlier findings:
Collaboration is key: Effective responses have involved partnerships between agencies, grassroots organizations, and public institutions.
Hybrid service delivery is here to stay: The shift to digital and hybrid service models is not temporary, and ongoing support for digital literacy is essential.
Need for targeted support: There is a clear need for more personalized and successive digital literacy programming, especially for the most vulnerable newcomers.
How can you use this research?
Service providers:
Prioritize digital literacy as a core component of newcomer support.
Develop and deliver personalized, successive digital literacy programming.
Partner with grassroots organizations and public institutions to expand access and share best practices.
Funders:
Allocate dedicated resources and funding for digital literacy initiatives, including device access, instructor hiring, and staff training.
Support public-private partnerships to bridge digital access and learning gaps.
Ensure open eligibility for all newcomers, regardless of status, to access digital literacy programming.
Policymakers and community leaders:
Advocate for centralized digital literacy programming and services.
Promote information sharing and the replication of promising practices across the sector.
The report also recommends future research and ongoing evaluation to ensure that interventions are effective and responsive to the evolving needs of newcomers.
What did the researchers do?
Methods:
Extensive literature review of articles, publications, and research papers on digital literacy among newcomer, low-income, youth, and marginalized groups.
Collaboration with Toronto South Local Immigration Partnership's (TSLIP) Newcomer Services Collaboration Working Group, which includes representatives from newcomer serving agencies, grassroots organizations, and institutions.
Insights and recommendations are based on direct experience and ongoing engagement with the sector since 2020.
Demographics:
Focus on newcomer populations, especially those facing multiple barriers (older adults, low language proficiency, low digital skills).
Emphasis on the Toronto South area, but with relevance to broader Canadian newcomer-serving contexts.
The research explores ongoing and emerging digital literacy gaps among newcomers in the Toronto South area, with a focus on how the COVID-19 pandemic accelerated the sector’s shift to online and hybrid service delivery.
