Digital Inclusion to Build a Fairer Society

Founded in 1924 with the aim of modernizing a country, Telefónica reached its centenary. At this moment, the company faces the challenges of unstoppable technological advancement, and significant changes in societal needs. Telefónica reflects on how to tackle its goal of total digital inclusion: an approach with global implications.

In April, Telos Magazine and Telefónica Foundation held a roundtable discussion with several experts and the active participation of the attending audience. The goal was to define together the keys to face the challenge of inclusion in a digital world in which no one must be left behind.

Focused on elderly people, and those with disabilities and special needs, the open debate delved into the issues that allow us to break down obstacles that hinder their full digital participation.

But what does inclusion exactly mean? To avoid the risk of exclusion it is essential to deeply understand what it is.

1. There are three dimensions of inclusion: physical-cognitive, cultural and economic. The first one encompasses physical and digital spaces: from a city free of barriers, to an accessible banking app.

2. Inclusion involves everyone, not just those who are apparently at risk of exclusion, and no matter if the exclusion is permanent, situational or temporary.

3. Inclusion is not a favor or a special facility. It is a must, a real need that improves our lives and promote the growth of society. For brands, inclusion means relevance, positive impact, and it helps to expand their audiences and customer’s loyalty.

Thus, the pillars to address total inclusion in digital ecosystems are:

Educating the eye. Making accessibility visible to promote the recognition of advances in this area could be the way to increase the demand of the entire population, whether they belong or not to a social sensitive group at risk of exclusion.

Designing with the conviction that a digital product is not well done if it is not accessible. Some people find difficulties using digital products or services, and this makes them feel guilty (“I don’t understand it”, “I can’t see it clear”, “I can’t hear it well”, “I don’t know how to do it”). To eradicate negative feelings, it is necessary to promote R&D research, and to integrate Expert Committees to guide their development including accessibility from the very beginning in the design process. Also, if we get closer to our clients, we reach the goal to show them the huge social and economic impact of accessible design.

Training future and present professionals. Now companies are just fixing bugs to avoid legal actions due to the European Accessibility Act. But this is not enough. Because the big challenge is to shape corporative-inclusive culture like an endemic component of the companies, no matter if they are big or small.

This is why, since inclusion must be a leading actor, it is essential for universities to include learnings about best practices and to promote accessible thinking among students, so that future professionals will naturally consider the inclusion variable. And for the current professionals, it is urgent to promote re-training programs to incorporate up-to-date accessibility parameters in their projects.

Continuous support. According to UN, 15% of the world’s population suffers diverse forms of disability. This data, coupled with the increasing aging of the population, makes that the need of support it is now more necessary than ever, fostering human-to-human relationships so everyone can find personalized assistance in the digital ecosystem. Initiatives such creating specialized hubs for sensitive social groups or assistance networks at the local level, are some ideas to ensure that no one is left behind.

Involving all companies, but especially Public Institutions. European legislation related with accessibility is real, but in many cases, it is not complied with, and there is laxity in enforcing accessibility regulations. For this reason, a strong involvement of institutions, as well as large companies, is fundamental.

Multiple digital products and services that are emerging right now with AI are created in a non-inclusive way, so they leave behind part of the global population. This example helps to understand that all professionals involved in the creation, design, and development of digital products and services must change their methodologies to promote a total digital inclusion and be the standard-bearers who help to build a fairer, more supportive, and sustainable society with their work.

At Tangity we are deeply committed to inclusivity. That is why we accompany our clients in an educational and careful way, so we can co-create with them new brands, products and services designed for people at any vital moment. For this reason, we have reflected and we continue our reflection about this topic. For example, you can find more information here.

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