How to reach out to people your community who are digitally excluded

The beast strategy for reaching digitally excluded people is usually not digital at all. successful outreach combines trusted human relationships, local presence, simple communication, and practical support.

1. Start with trusted community networks

People who are digitally excluded are often more likely to engage with organizations and individuals they already know.

Work Through:

. Community centres

. Libraries

. Faith groups

. Housing associations

. Healthcare providers

. Food banks

. Social care teams

. Local charities & volunteer groups

A recommendation from a trusted person is often more effective than any advertising campaign

2. Use multiple offline communication channels

Don't assume people will see emails, websites, or social media

Consider:

. Printed leaflets and posters

. local newspapers

. Community noticeboards

. Direct mail

. Telephone

. Face-to-face engagement at local events

. Use plain language and avoid technical jargon.

3. Meet people where they already are

Rather than expecting people to attend specialist digital inclusion sessions, bring support into familiar locations.

Examples:

. GP surgeries

. Libraries

. Community cafes

. Sheltered housing schemes

. Job centres

.Schools and family hubs

This reduces anxiety and travel barriers.

4. Focus on needs, not technology

People are rarely motivated by learning technology for its own sake.

Instead, connect digital skills to outcomes that matter:

. Saving money on bills

. Accessing benefits

. Keeping in touch with family

. Applying for jobs

. Accessing healthcare services

. Online shopping and banking

showing immediate value increases engagement

5. Address all forms of exclusion

Digital exclusion is often caused by more than a lack of skills.

Common barriers include:

. Cost of devices

. Lack of internet access

. Low confidence

. Disability or accessibility needs

. Language barriers

. Literacy challenges

. Fear of scams and fraud

An effective strategy tackles these barriers together rather than focusing only on training.

6. Provide ongoing support

One-off workshops rarely create lasting change.

Better approaches include:

. Digital Champions

. Volunteer mentors

. Drop-in sessions

. Telephone support

. Peer-to-peer Learning groups

People often need repeated help as new problems arise.

7. Build confidence before competence

Many digitally excluded people fear making mistakes, being judged, or becoming victims of fraud.

focus First on:

. Creating a welcoming environment

. Celebrating small successes

. Demonstrating online safety

. Encouraging questions

Confidence is often the biggest barrier to adoption.

8. Measure engagement and adapt

Track:

. Who is being reached

. Who is not engaging

. Common barriers raised

Use feedback from participants and community partners to refine the approach.

A simple outreach framework

1. Identify digitally excluded groups

2. Partner with trusted local organizational

3. Reach out through offline channels

4. Engage in familiar community settings

5. Support access to devices, connectivity, and skills

6. Provide ongoing mentoring

7. Measure and improve

In practice, the most effective formula is often: trusted local messenger+ face-to-face support+ practical benefits+ engagement than digital marketing or standalone training sessions.

Volunteer Online Buddies at PC station designing new posters for community libraries.