Common Challenges and Solutions

Many of the obstacles that communities will face as they seek to expand broadband access and digital inclusion are not unique. Learning from the experiences of peers can help these communities to avoid or resolve some of the more common challenges that they may encounter.

• Gaining support of local government leadership – For many communities struggling with economic and public safety challenges, it may be difficult to get broadband access on the elected body’s radar, and even more difficult to establish this as a high priority. It will be important to ensure that elected officials understand the impact that broadband access can have on workforce and economic development, as well as equity and inclusiveness within a community. Making a clear connection between proposed initiatives and the highest-priority needs of the community will make it easier to gain and maintain the support of the government’s elected leadership.
• Keeping multiple stakeholders organized and focused – Stakeholders need to agree on and document a project plan very early in the process. Changes in direction can occur, but navigation is easier when there is agreement and documentation of the overall goals and each partner’s role.
• Overcoming limited technical expertise – The group that best understands the technological options is private industry. Broadband providers need to be involved in the digital inclusion initiative even though they compete with one another. Technical experts are available and can be contracted for verification of up-to-date information and options. A number of firms provide detailed technical and economic feasibility assessments. Technical assistance can also be obtained through BroadbandUSA.
• Circumventing low trust in government – Because of the relatively low trust toward government (at any level), it is recommended that cities allow organizations with higher levels of trust to be the public-facing side of the initiative. Local organizations to consider include the library, public school system, faith-based institutions, or social service agencies. Local government leaders should ask themselves, “What organization(s) in our community have higher levels of trust and social capital with the target audience?”
• Increasing levels of public participation – While being unable to reach a target audience due to low levels of participation can be disheartening, it is important to understand the many factors that may impact participation in the programs or initiatives being offered. Some common factors include:
  • Lack of awareness – Participation may limited because residents are not aware of the program or initiative. It will be important to spread the word about the program and to emphasize the real-life benefits to community members.
  • Lack of interest – Community members may not participate in a program or initiative because they have no interest or do not see a need. Broadband and digital inclusion advocates must be careful not to impose their own priorities on community members who do not share them. A strong public engagement process at the beginning of the program will ensure that the initiatives created are aligned with the needs and interests of the community.
  • Accessibility challenges – Particularly with regard to digital literacy training programs, lower participation may be the result of accessibility challenges among members of the target audience. Program leaders should be mindful of potential transportation and childcare issues limiting participation. In order to address this problem, some communities are taking digital literacy programs to the residents, and offering classes and lessons right in the community. Some digital literacy programs also offer free childcare to learners.
    • http://www.urbanlibraries.org/digital-literacy-in-the-community-innovation-268.php?page_id=96 (Calgary Public Library)
  • Intimidation – Low participation may also be due to a feeling of intimidation related to technology. People who do not see themselves as having the potential to be digitally proficient may not feel like programs are intended for them. Avoiding overly technical jargon and using common language to explain the benefits and relevance of the skills being taught can help to reduce the intimidation factor and improve levels of participation. Additionally, some digital learners also lack basic reading and numeracy skills or have various disabilities. To overcome these challenges, some programs pair digital literacy and basic reading content or make arrangements to accommodate the specific disabilities of learners.
• Finding funding – discussed in Chapter 5.
• Engaging the right partners – discussed in Chapter 6.