The digital divide is a considerable problem in many countries. Research from Ohio State University suggests that overcoming it is likely to require more than just providing fast internet and digital devices, however.

The researchers examined the Bhutanese refugee community in Columbus and found that even though nearly all had access to the web, few were actually using it to access online news or local resources. What’s more, only 25% used the internet to access telehealth during the pandemic. The results illustrate that solving the digital divide is not purely a technological problem.

“We can’t just give people access to the internet and say the problem is solved,” the researchers explain. “We found that there are social, cultural and environmental reasons that may prevent some communities from getting all the value they could out of internet access.”

Closing the divide

Of the 500 or so respondents, 95% said that they had access to the internet, with a similar proportion saying that access to digital technology was important to them. Despite that, they also had a relatively limited perspective on how the web could help them.

“For just about everyone we interviewed, the internet was how you connected to your family, through apps like Facebook or WhatsApp,” the researchers say. “For many, that was nearly the only thing they used the internet for.”

The data shows that 82% of respondents used the web to connect to friends and family, with 68% saying they regularly used social media. No other use passed 31%. A common issue was that people didn’t feel particularly comfortable online, with this a particular problem for older and less educated people.

“Of course, that is not just an issue with the Bhutanese. Many people in our country see the internet as just a place where their children or grandchildren play games, or attend classes,” the researchers explain. “They don’t see it as a place where they can access their health care or find resources to help them in their daily lives.”

Barriers to access

There was also an issue with barriers such as language. While there was a program to translate some resources from English into Nepali, many respondents reported that the translations weren’t particularly good. What’s more, even among those who spoke reasonable English, few regarded themselves as proficient.

“People had access to the internet, and this information was available to them, but they couldn’t use it. That is not a technological issue, but it is part of the digital divide,” the authors continue.

As the study was conducted during Covid, access to healthcare resources was particularly important, but 73% of respondents said they never used the internet for that purpose. What’s more, this wasn’t just an issue with regards to Covid.

“The Bhutanese community is at high risk for cardiometabolic diseases, such as cardiovascular disease and diabetes, and about 72% of those surveyed had one or more indications of these conditions,” the researchers explain. “If they aren’t taking advantage of telehealth to consult with doctors, this could be putting them at greater risk.”

As a result, they believe that if the digital divide is to be overcome, it’s vital that communities are engaged with so that any solutions respond particularly to local needs.