Understanding and Addressing Exclusion in a Tech-Driven World
The digital divide is a concept that has grown increasingly significant in my thoughts over the years. From my early experiences in the internet’s early days, I have witnessed the incredible potential of digital technology to connect and empower, as well as its darker side: the ways it excludes and marginalises. It’s a troubling reality that as our world becomes more interconnected, those who lack access to digital technology—whether due to social, educational, economic, or infrastructural barriers—are being left further behind. My recent study revealed the issue to me, and I honestly paid little attention to how deep the problem ran.
This exclusion isn’t just an abstract issue. It manifests in designing systems meant to serve the public, such as Australia’s MyGov platform, which increasingly assumes that all users have reliable internet access, the necessary digital literacy, and up-to-date technology. Vulnerable groups, such as people experiencing homelessness, our elders, or those on low incomes, face profound barriers to accessing essential services. These barriers aren’t merely inconvenient; they’re exclusionary.
This issue can also be found in the workplace. Literacy, not just digital, can be an issue for unskilled workers or those who don’t read, write or speak English as their first language. They may have had no reason to engage with work-related platforms. Today, training, policies, payroll, timesheets and more are reliant on digital platforms.
To say the issue is multilayered is an understatement. Intersectionality is a genuine concern for researchers and policymakers and is critical to the end user. Digital and marketing personas homogenise groups of very diverse people, creating digital subaltern populations.
The Layers of the Divide
The digital divide is not a single, uniform gap but a complex, layered problem. It touches on technology, social systems, and access disparities. Here are some of the critical factors that exacerbate it:
- Australia’s recent closure of the 3G network highlights how infrastructure changes can deepen exclusion. Those reliant on older devices are often left without options, as upgrading to newer technology can be prohibitive.
- Modern devices, from PCs to smartphones, are often designed with built-in redundancy. Over time, software updates bloat these devices, slowing them down or rendering them unusable. Older operating systems frequently cannot support newer apps or browsers, creating another barrier.
- The growing reliance on low Earth orbit (LEO) satellite services for internet access introduces new challenges. International corporations often control these services, raising concerns about potential cost blowouts, access restrictions, and privacy vulnerabilities. As reliance on such infrastructure increases, so does the risk of deepening the divide for those unable to afford or trust these services.
- Effective use of digital tools and navigating online systems is crucial to inclusion. Many individuals, particularly in older demographics or underserved communities, lack the skills to engage with digital services fully. This gap in digital literacy further entrenches exclusion as those without adequate training or resources struggle to access information, communicate, or benefit from online opportunities.
- Economic barriers significantly contribute to the digital divide. Individuals reliant on social support systems or experiencing homelessness often face insurmountable challenges in accessing and maintaining technology. The costs of devices, internet plans, and maintenance can exclude these groups entirely, leaving them unable to engage with essential online services or participate in a digitally driven society.
- As we move further into an AI-driven world, the risk of marginalising specific populations grows. Algorithms and automated systems are often trained on data reflecting societal biases, excluding those already disadvantaged.
These issues underline a sobering reality: the digital divide is not shrinking. It is not a singular divide; there are many. Even homogenising the divide is to hide the nuanced complexities of the issues. Maybe digital fractures is a better term; some are a mirco, and some are a broad Pacific Fault line. It is at risk of growing fractures, particularly as the cost of infrastructure rises and technology advances at a pace that leaves many behind.
Restriction and Narrow Focus in Current Reports
One of the key challenges in addressing the digital divide is the limitation of current reports and analyses. Often, these studies focus narrowly on metrics such as broadband availability or smartphone penetration, failing to capture the broader social and cultural dimensions of digital exclusion. For example, reports may highlight the number of households with internet access but overlook whether that access is reliable, affordable, or usable for essential tasks.
This narrow focus can lead to policies and initiatives that address surface-level issues without tackling the root causes of exclusion. For instance, providing subsidised devices or internet plans may help in the short term. Still, without concurrent efforts to improve digital literacy, accessibility, and trust in digital systems, such measures may fail to achieve meaningful inclusion.
Additionally, current reports often lack intersectional analyses that consider how factors like age, gender, ethnicity, and disability intersect to shape experiences of digital exclusion. By broadening the scope of research and incorporating qualitative methods, such as ethnography, we can gain a more comprehensive understanding of the divide and design solutions that address its multifaceted nature.
Addressing the Divide with Anthropology and Ethnography
While the challenges of the digital divide are significant, anthropology—specifically ethnography—offers valuable tools for understanding and addressing them. Ethnography, the detailed study of people’s lived experiences, provides a way to see beyond abstract statistics and into the nuanced realities of those affected by digital exclusion. For example:
- Understanding Context
Ethnography can reveal the specific barriers faced by different communities, from technological literacy to cultural attitudes toward digital systems. This approach ensures that solutions are technically feasible and culturally sensitive. - Inclusive Design
By observing and engaging directly with marginalised groups, ethnographers can uncover insights that lead to more inclusive design. This might involve creating interfaces that accommodate older devices, incorporating offline functionality, or providing alternative, non-digital access points. - Policy Advocacy
Anthropological research can also inform policymakers, offering evidence-based recommendations prioritising inclusivity. For instance, ethnographic studies might highlight how the closure of legacy networks disproportionately affects low-income populations, strengthening the case for subsidised technology programs. - Learning from Scholarly Work
The academic literature on the digital divide is rich and varied, offering insights into its causes and potential solutions. Scholars such as Mark Warschauer and Jan van Dijk have explored how material access, skills, usage, and outcomes shape the divide. Their work emphasises the importance of moving beyond a simplistic “haves vs. have-nots” framework to address the more profound inequalities embedded in digital systems.
Additionally, the field of Science and Technology Studies (STS) provides valuable perspectives on how technological systems reflect and reinforce societal structures. For instance, Ruha Benjamin’s work on discriminatory design highlights how bias can become baked into technology, exacerbating exclusion.
A Personal Commitment
In 2025, I am dedicating time to better understanding the digital (divide) fractures and their impact on policy, user experience, and culture. I hope that emerging technologies can offer solutions rather than deepen the divide—but this requires a willingness from corporations and governments to prioritise inclusivity. Drawing on my experience as a digital marketer, anthropological methods, and scholarly insights, I aim to contribute to this effort by advocating for systems that bridge divides rather than widen them. The digital world holds immense promise. Let’s work together to ensure that promise is accessible to all.
