Why Device Support is Critical

Those working in the digital inclusion sphere know that owning a device or having in-home internet access are necessary but not sufficient steps to reduce digital inequities. A range of digital skills are also key if people are going to navigate inevitable technical setbacks and take advantage of all the internet has to offer. But where do people go for support when devices malfunction or they have questions about internet tasks?

Digitunity commissioned leading expert Amy Gonzales, an Associate Professor of the Department of Communication at the University of California, Santa Barbara, to examine what type of tech problems are most disruptive to continued computer use and benefit, the current types of technical support are currently successful, and explores where there is room for improvement.

This original report provides an evidenced-based discussion, observations, and recommended solutions to build lasting pathways to the critical ongoing support required to ensure successful computer ownership.