World Telecommunication and Information Society Day: this is how to increase digital inclusion
ChatGPT, AI and crypto payments: revolutionary technologies that are transforming our communications, work and lifestyles. In honor of World Telecommunication and Information Society Day, it's time to reflect on these advances and talk about digital inclusion. Find out how the ICT sector can bridge the digital divide and why equal access to technology is vital for everyone.
But first, what is World Telecommunications Day?
World Telecommunication and Information Society Day (WTISD) is an international day established by the United Nations with the aim of raising awareness about the role of information and communication technologies (ICTs). Specifically, WTISD revolves around the role of information and communication technologies (ICTs) in promoting development and reducing the digital divide. Each year, WTISD has a specific theme that reflects current trends and priorities in the field of telecommunications and the information society. You guessed it, this year's theme is digital inclusion and empowerment.
Digital inclusion and empowerment
Digital inclusion stands for equal access to information and communication technologies regardless of background, income or location. Although the digital divide has narrowed over the past two years, it also remains deeper. According to the Digital Government about 2.5 million people in the Netherlands experience daily difficulties with digital devices. Despite the increasing use of smart devices and technologies, ICT remains an abstract concept for many. Digital inclusion thus poses a challenge not only to the government, but also to the tech sector itself.
Black box IT and unfair practices in the marketplace
Inclusiveness requires transparency, but unfortunately there are still unreliable IT companies that take advantage of the lack of technical knowledge in organizations, both in terms of marketing and development. For example, these types of IT companies charge low purchasing prices and charge high selling prices, or charge invoices for work that technically only takes an hour, but for which many more hours are charged. The result? Confidence in technology declines.
Tech company? Here's how to promote digital inclusion
A shame, because apart from the fact that there are also plenty of IT companies with good intentions, technology makes our work and lives significantly easier. It improves our communication, mobility and even our healthcare. But what can you do as an IT company to promote digital inclusion and engage customers in how your services and products work? Here are three valuable tips:
- Ensure clear communication: Provide clear and understandable communication to your customers. Avoid technical jargon and use simple language to explain complex concepts. Provide step-by-step instructions and manuals to guide customers in using your services and products. In addition, it is helpful to have a knowledge base on your website where customers can read up on the various products and services you offer. This way, you increase accessibility and make it easier for customers to understand and use your technology.
- Customer support: Offer comprehensive customer support both via phone and online channels. Provide a friendly and patient approach when answering questions and solving problems. Remember that customers are people, not ticket numbers. Offer various support options, such as email, live chat and a user-friendly knowledge base. That way, you give customers the opportunity to contact you in the most convenient way for them and they can easily find answers to their questions.
- Co-creation and feedback: In the development process, it is also important to engage customers through co-creation and feedback rounds. Organize user tests and focus groups to gain valuable insight into their needs and expectations. Take their suggestions and ideas seriously and implement improvements wherever possible. In this way, you not only create value for the customer, but also learn more about your own products, practices and customer service. A win-win situation that contributes to better customer focus and product development.
KPN Most Beautiful Contact Fund
The KPN Most Beautiful Contact Fund is a great example of a tech giant that cares about digital inclusion. Through funding, technology and the commitment of KPN employees, the fund contributes to social projects that connect people to the world around them. Over the past ten years, the fund has partnered with various organizations and foundations, with over 2,000 KPN employees contributing voluntarily to various projects. As a result, people affected by illness, disability or loneliness, for example, are supported and involved in the digital society.
Our world is becoming increasingly digital, and it is important not to forget to include those who are less digitally savvy in this transformation. How are you already contributing to digital inclusion? What steps are you taking to help others navigate the digital world?
