Understanding broadband basics: Digital navigators and digital literacy

Closing the digital divide isn’t as straightforward as just building broadband infrastructure to every location — access is only part of the equation. People cannot effectively utilize an internet connection without the devices, knowledge, and skills necessary to navigate the internet safely, known as digital literacy.

Some digital skill-building instruction is offered by “digital navigators,” who are traditionally community members trained and available to help people of all ages overcome a range of adoption barriers. This type of support is most effective when provided in a 1:1 setting and tailored to an individual’s needs, meaning the training is based on exactly what the individual says they want to be able to accomplish on their device or with the internet.

These programs — usually offered at libraries or other community anchor institutions — might cover:

• Where and how to borrow devices
• How to use specific devices and operating systems
• How to use different online platforms (e.g., search engines, email applications, online bill payment, social media, video conferencing, etc.)
• Cyber safety and security (e.g., recognizing online scams, choosing a secure password, etc.)
• How to navigate ISP pricing and sign up for discounted service
• Other community requests with flexible support customized to the specific audience

When raising community awareness of digital navigators, the availability of devices, and digital literacy training programs, outreach methods that use a mix of digital, nondigital, and in-person efforts have a greater chance of connecting with people who are not currently using the internet.

A multifaceted campaign might include mailers, phone banking, emails, online and radio advertising, social media outreach, messaging from trusted local sources like school districts, in-person events at libraries, letters to the editor of local newspapers, and hard copies of information displayed next to cash registers at frequented local businesses, all in multiple languages.

To bolster existing services or establish new ones, the National Digital Inclusion Alliance offers a variety of resources, including a digital navigator job description, community surveys and skills assessment tools, and slide decks and infographics.

Communities that do not have existing digital navigator programs can take advantage of other digital literacy training programs. For example, the National Digital Equity Center offers interactive online classes geared toward students, employees, and seniors. Comcast offers free internet training with virtual courses covering computer components and navigation, email, Wi-Fi basics, smartphones, online safety and security, and more. Google also offers professional-level training certifications.

What other digital skill-building resources are available in your community?