Abstract

A considerable portion of the US population still lacks access to technology, which causes challenges for marginalized communities to access information and services. Research on the digital divide exists in various contexts, but few have examined it in the context of human services. This study examines the impact of socioeconomic status on the methods of communication used when searching for service-related information. We analyzed both quantitative and qualitative data collected from 63 low-income and/or current human service users in Albany, New York. Education showed positive associations with smartphone ownership and personal computer use. Income was found only significant for tablet use. Non-whites were more likely to use mobile apps to web browsers compared to whites. Qualitative analysis revealed three key themes (i.e., availability, ease of use, and usefulness) as influencers of individual preference of methods. Our findings suggest that the digital divide is not merely about the income level but also educational background and culture. Human service professionals need to consider multiple channels to reach targeted populations for service delivery. Particularly, the collaboration between service providers and public libraries is worth examining to ensure the physical access and skills training for those who experience the digital divide at multiple levels.

摘要

美国相当一部分人口仍然无法获得技术，这给边缘化社区获得信息和服务带来了挑战。关于数字鸿沟的研究存在于各种环境中，但是很少有人在人类服务的背景下对其进行研究。这项研究探讨了社会经济地位对搜索与服务相关的信息时所使用的交流方法的影响。我们分析了从纽约奥尔巴尼的63个低收入和/或当前人类服务用户那里收集的定量和定性数据。教育显示出与智能手机拥有权和个人计算机使用之间的积极联系。发现收入仅可用于平板电脑。与白人相比，非白人更有可能使用移动应用程序访问Web浏览器。定性分析揭示了三个关键主题（即可用性，易用性和实用性）作为个人偏爱方法的影响者。我们的发现表明，数字鸿沟不仅与收入水平有关，而且与教育背景和文化有关。人类服务专业人士需要考虑多种渠道以达到目标人群，以提供服务。特别是，服务提供商和公共图书馆之间的合作值得研究，以确保为经历了数字鸿沟的人们提供物理访问和技能培训。