People who face barriers or difficulties when online can experience poorer mental and physical health, miss out on work opportunities and become socially excluded, according to a report commissioned by Ofcom.

Research suggests that 2.8 million people (5 per cent of the UK population) do not have access to the internet at all – although this proportion has more than halved since before the pandemic. Eight per cent of internet users also say they lack confidence online.

To improve the understanding of the challenges that particular groups face when online – and how this impacts their digital engagement and day-to-day lives – Ofcom commissioned Blue Marble to carry out a piece of in-depth, qualitative research.

Researchers interviewed 70 people from across the UK, including many who face unique forms of digital disadvantage based on their identity or circumstances. This included: disabled people; people in insecure housing; minority ethnic groups; individuals with limited English proficiency; and people with lower internet use.

Findings

Participants described the internet as a double-edged sword, acknowledging the benefits to communicating online, while also reporting a range of challenges. This included problems with connectivity, cost concerns, harmful online experiences, accessibility issues and lack of digital confidence. These challenges affected many aspects of their daily lives and were experienced across a range of sectors and services – from communication to banking, public services, employment and education.

The report also reveals the psychological, logistical and societal impacts on people who experience digital disadvantage. This included adverse effects on their mental and physical health, feelings of social isolation, and exclusion from work opportunities and support services.

In summary:

• Disabled people talked about negative impacts on their physical health because of being online, including fatigue, physical discomfort using unsuitable devices, and anxiety. Some disabled people also highlighted accessibility issues with how some online services are designed.

• People experiencing housing challenges described a wide range of challenges using the internet which affected their daily lives. Overcrowding in homes with multiple occupants affected internet quality and speeds, and people living in short-term lets or staying temporarily in someone else’s home faced barriers when choosing and signing up with an internet provider. Having a lack of access to the internet also caused issues with working and studying from home.

• People from minority ethnic groups felt there was a lack of representation in online spaces they visited, and talked about seeing discriminatory and racist language online. This brings to life other evidence that nearly half (48 per cent) of people in minority ethnic groups experienced hateful or abusive content online in the past four weeks.

• People with lower levels of English reported significant barriers to getting online, including the design of platforms for non-English speakers.

• Infrequent internet users had poor experiences of using essential services, especially around important day-to-day tasks including booking doctors’ appointments.

“The research conducted by Blue Marble has improved our understanding of the needs of those who can face digital disadvantage, and the findings will be important for continually challenging assumptions about people and society. We are conscious of the fact that millions of people, including those in more vulnerable circumstances, have recently gone online for the first time in the last five years. In light of this research, we recognise the importance of continuing to monitor and track the experiences of this newly online cohort, to ensure that they feel communications are working for them,” said Ofcom.

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Categories: Articles, Broadband, Consumer Behaviour, Research

Tags: broadband, inclusivity, Ofcom