Study finds young people report high levels of digital exclusion


A report from Link, the organisation that operates the UK’s network of cash machines, has warned of the dangers of a ‘two-tier’ society as various demographic groups report digital difficulties

More than four in 10 people aged 18 to 24 classify themselves as digitally excluded, new research has revealed.

A study by Link – the non-profit body which operates the UK’s cash-machine network – finds that almost one quarter of all adults believe they are digitally excluded due to reasons including the cost of broadband, lack of skills to use the internet safely or poor connectivity.

Aside from age, race was also found to be differentiating factor, with minorities reporting higher levels of digital exclusion. Rates were around 10 percentage points higher among British Asians and Black British compared to White British.

Digital anxiety was also highest among 18–24-year-olds, with more of this age group reporting higher levels of confusion, confidence and a basic lack of understanding for completing everyday tasks such as online banking.

And, although more than one-quarter of UK adults favoured a digital approach wherever possible, almost two in 10 admitted they would prefer to bank in person where possible.


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The research found the most popular policies to enhance digital inclusion were ensuring access to broadband services in poorly connected areas, strengthening community-led interventions to build digital skills and incentivising private companies to refurbish and donate old devices to digital inclusion schemes.

Adrian Roberts, deputy chief executive of Link, said that the study suggests that “we are not ready to be fully digital today, and we probably never will be”.

“Digital inclusion matters,” he added. “It affects career progression, social interactions and mental wellbeing, as well as productivity and economic prosperity. However, given the relentless speed of technological development, no matter what we do, digital exclusion will continue to exist. It’s not just about age and affordability, there is no guarantee that having the right skills today will mean having the right skills tomorrow. There is no single solution to addressing digital exclusion. What is certain is that we must not drift into a future where we have a two-tiered society with a digital world for the young and wealthy and a non-digital world for the older and poorer, where prices are higher and those least able to afford to pay the most exacerbated by key services designed to be accessed digitally first.”

Link is owned by the 32 banks and financial services companies that constitute its members. Its work is overseen by watchdogs the Payment Systems Regulator and Financial Conduct Authority, as well as HM Treasury and the Bank of England.

A version of this story originally appeared on PublicTechnology sister publication Holyrood

Sofia Villegas

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