Digital navigators are trained individuals, typically based in community organizations like libraries, who provide one-on-one support for the full spectrum of digital inclusion needs, from assisting individuals find low-cost internet services and devices that meet their needs to digital skill building, technical support and online safety. Technology moves so quickly nowadays and individuals who are new to the digital world can find it overwhelming and frustrating. The digital navigator model combines technical assistance and a patient, respectful approach to participants’ concerns that helps build confidence and trust. Services often include repeated interactions, acknowledging the complexity of gaining basic computer skills, learning how to use different applications and tackling technical issues.
A 2022 survey of 1,500 people, conducted by BCG, showed that over 65% of survey respondents reported they were able to obtain internet access or a computer or tablet at home; more than 85% said they now use the internet more. Overall satisfaction with digital navigators was nearly 80%, with many users praising digital navigators for helping them quickly fix their issues and making them feel confident.
The digital navigator model is a proven, effective model for driving digital adoption and it is also showing benefits in communities. Research by Ecotone Analytics in 2023 showed that every $1 invested in helping improve digital access rates creates $2.40 in societal returns, including enhanced GDP growth and lower social-service spending.
Arizona Digital Navigators
Connect Arizona, an initiative of the Arizona State Library, Archives and Public Records, was the state’s first official digital navigator program, with online and telephone assistance available to all Arizonans.
For more information about Connect Arizona, click HERE.
Institute for Digital Inclusion Acceleration (IDIA) – Arizona “Hives”
Hives are community spaces where digital navigators make technology approachable and understandable for all community members. There are currently five locations and a mobile Hive will be coming soon, to provide the same services to rural communities.
For more information about IDIA Hives, click HERE.
https://theidia.org/services/
Pima County Office of Digital Inclusion – Learn to Earn Digital Navigator Program
The initiative, designed to help low-income individuals with limited digital skills, offers free training on basic computer usage, online safety, and more. The program, offered in Spanish as well as English, also allows students to earn their own laptop upon completion, providing them with the tools to continue their learning and use technology in their daily lives.
For more information about Pima County Learn to Earn, click HERE.