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Room 6 and 10: Tech Support

Problem Definition: Even when devices and internet service are provided, community members often do not have support needed to make use of these tools.

Why is this a problem:

  • The phrase "Tech Support" is vague even among practitioners
  • Community members may not have the knowledge of who they can call for support
  • Community members may not have a pre-existing relationship (aka trust) with existing programs
  • Digital inclusion programs don't have capacity (time and $$) to provide the type of support needed to truly help bridge the skills and comfort divides. 
  • Tech Support is often forgotten about as a piece of digital equity. 
  • Any available tech support is often difficult to access, and not available when people need it.
  • While digital fluency instruction is often available to students, the adults supporting students do not have opportunities for digital support or instruction.

Flip the Context:

  • Generic "Tech Support" is no longer the activity; rather the concept of digital support includes a range of supports intended to meet individuals' unique needs.
  • Digital support clearly delineates digital skills needs from hardware troubleshooting needs.
  • Digital support is provided by trusted community partners, available and accessible to the community members who need the support.
  • Community members receive tangible and meaningful outcomes from their digital support interactions.
  • Tools and resources for digital support are designed with direct input from community members.
  • Support is available to individuals when they need it, in order to meet their own personalized goals.
  • Broadband connectivity programs include a tech and digital support component.

Timed Prompts:

  • How might we make digital support available for a wide range of needs, including internet connectivity, hardware troubleshooting, digital skills, and higher levels of digital participation?
  • How might we build trust between digital support programs and the people they intend to serve?  
  • How might we design meaningful outreach programs in order to ensure that tech and digital support programs are accessed by the people who need them?
  • How might we engage communities in the design of digital support programs?
  • How might we assess the support and skills different communities need, including adults, students, teachers, and community-based organizations?
  • How might we design programs to meet the diverse needs of individuals as well as the organizations best suited to support these individuals?
  • How might we ensure that digital support is available freely, easily, and when people need it?
  • How might we ensure that programs designed to increase internet adoption include the availability of tech and digital support?
Last Updated: August 23, 2021