In our rapidly evolving digital landscape, many essential services either already exist online or are moving online, leaving less opportunity to engage with them offline. As technologies and business models continue to develop, there is ever greater need for people to be equipped to use and depend on the internet and online services.
Why we need to understand barriers to digital engagement
To carry out our work, Ofcom has to understand what barriers there are to people using digital services and thriving online. This is particularly relevant in the context of more essential services moving towards digital offerings. Over time, legacy technologies, like traditional landline phones, are less used and at risk of lower levels of support from industry or complete withdrawal, as highlighted in the Digital Inclusion Action Plan published by the UK Government.
When handled badly, digital transitions can have negative implications for people who rely on legacy technologies, and who might find themselves without adequate access to essential services and communications. But when done well, these changes can also be opportunities to design services in a way that works for users who will come to rely on them – and can be done in a way that’s seamless and familiar for people who might at first be hesitant when using new services.
Understanding the barriers people face when engaging with the current digital landscape is critical for companies delivering these changes, for the Government supporting the UK to move to digital services, and for us at Ofcom in fulfilling our mission of making communications work for everyone.
Our research
Ofcom’s Technology Tracker survey shows that the number of people without access to the internet has decreased from 13% to 5% in the last five years.[1] We know that some features of internet adoption and digital disadvantage have changed dramatically. For example, the same survey shows that over half of users who are offline are under 74, challenging the perception that age is the predominant factor in determining uptake of digital services. Our data also shows us that several more enduring and complex issues persist, such as the influence of socioeconomic status on uptake. To that end, we have conducted two studies – one quantitative and one qualitative – which provide a new perspective on how to understand the barriers to digital adoption.
- A deep dive into internet adoption: This quantitative study looked at which demographic groups are more likely to be without a broadband connection at home. It found that the number of those without broadband access at home has halved since before the pandemic. Older people have increasingly moved online over this period, while those who remain offline are more likely to be younger and facing issues with income and finances. Older age remains a useful indicator for being ‘offline’, but more so for the over-85s than for 65– to 84-year-olds.
- Exploring digital disadvantage: This qualitative research reminds us that although millions more have adopted broadband since 2019, that isn’t the end of the story. Many groups experience barriers to engaging fully in online services, or experience harm when they do. We call this set of experiences ‘digital disadvantage’. The research provides insights into the characteristics of UK adults who might be at a greater risk of digital disadvantage, including disabled people, people in insecure housing, people from minority ethnic groups, people with limited English proficiency, and people with no or minimal internet use, as well as people who only go online using a smartphone.
When ‘digital exclusion’ is mentioned, the pictures that come to mind have often been predominantly about age. These studies highlight how barriers to digital engagement often happen when you are online rather than offline, and the profile of those who are left without any access is markedly different than five years ago. Taken together, these studies suggest that we need to update our long-held ideas of who is more likely to struggle to thrive online, and face barriers as more digital services transition online.
Looking ahead
The findings from this research will inform our ongoing efforts to help ensure positive outcomes for people who are either completely offline or who might not experience the full range of benefits from being online.
Our work in this area includes our ongoing Media Literacy work and our reporting on the future of our regulated sectors. These are part of our broader programme of work, shedding light on digital exclusion. Other relevant research and publications include our 2022 publication on Digital Exclusion, and our Online Nation report.
We will continue to build evidence on who is most at risk of digital disadvantage - and why they are - and will share these findings with industry and government as they target digital exclusion. By understanding the specific barriers faced by different demographic groups, such programmes can target strategies to address nuanced consumer needs and better contribute to everyone benefitting fully from digital communications and services.
Notes
This post was written by Ed Leighton based on research from Ofcom’s Strategy and Research Group.
Disclaimer: The analyses, opinions and findings in this piece should not be interpreted as an official position of Ofcom. Such pieces are written as points of interest and are the personal views of the author(s). They are not intended to be an official statement of Ofcom's policy or thinking.
[1] Ofcom, Tech Tracker 2024.