How to Close the Digital Divide in the Workplace

Today’s organizations recognize the immense value of diversity, with inclusive companies outperforming their peers by 35%.

But diversity extends beyond culture, background, or demographics—it also encompasses varying levels of digital proficiency and technological access. This technological disparity, known as the digital divide, can silently erode your team’s productivity and lead to low user adoption and technology usage, ultimately impacting your business’s bottom line.

Research by the Pew Research Center shows that 43% of adults with lower incomes report limited access to reliable high-speed internet, significantly impacting their ability to effectively engage in digital-first workplaces. But this goes far beyond technology access, with many root causes being tied to digital enablement contextual to different types of employees based on their demographics, background, and upbringing.

In this guide, we’ll discuss the digital divide in-depth, its causes, how it can affect your team, and how to bridge the gap for the benefit of your company.

History of the Digital Divide

The meaning of the term ‘digital divide’ has changed over time. Its earliest references in the late 20th century referred mainly to the gap between those who had access to cell phones and those who didn’t, and then it expanded to include things like knowledge about personal computing and internet access.

We’re connected to the history of the digital divide in the sense that the gaps in previous generations persist – in other words, your generation is affected by where your parents were on the spectrum of technological knowledge.

Here are a few notable details in the evolution of the digital divide over time:

• Early disparities in technology access: First, access to telephones in the home was sometimes referenced as a significant divide. Then, in the 90s, as mobile phone technology became more mainstream, there was a developing gap among different populations in terms of who had access to phones outside of the home. From here, technology kept advancing and the gap kept growing.
• Milestones that shaped the gap: In 1997, US government data showed that 18.6% of American homes had access to the Internet in their household, with large gaps in rural vs. urban areas, between racial and ethnic groups, and among different socioeconomic groups. As internet access became more ubiquitous, the numbers went up, but the divide persisted. This inequality in access to the internet shaped the digital divide for years to come and is still relevant today.
• The evolution of connectivity and technology adoption: Over time, access to technology in the home expanded and, at the same time, started appearing in places like schools and public libraries. However, even while the availability of technology like the internet has reached a greater level than before, the skills associated with utilizing tools like the internet were not available to everyone in the same quality and quantity. Today, in the age of smartphones, the gaps in terms of both access and ability are startlingly relevant.

At present, the digital divide encompasses everything from phone and internet access to knowledge about computers, artificial intelligence (AI), and other aspects of digital life.

Causes of the Digital Divide

The first step in mitigating issues related to the digital divide at your organization is to develop an understanding and sense of empathy around the various factors that cause different levels of technical knowledge and skills among your employees.

1. Economic factors

Socioeconomic status is one of the main drivers of the digital divide, with economic resources being an important predictor of access to technology and related skill development.

These are the two main economic factors that can contribute to the tech gap among employees:

• Income inequality: People who grew up in lower-income families are more likely to have limited access to and knowledge of technology. Within your organization, the socioeconomic status of various employees likely varied, and so did their ability to access and learn about technology.
• Affordability of devices and connectivity: Over time, the price of personal computers, mobile phones, smartphones, internet access, and so on has changed dramatically. Your employees’ access to devices and general connectivity may have varied depending on their affordability at various points in time.

2. Geographical factors

Many different geographical realities affect access to technology worldwide, particularly in large countries like the United States.

These are two of the main geographical factors that can contribute to the digital divide among your employees:

• Urban vs. rural access challenges: Many urbanites are surprised to learn that super-fast internet access can be difficult to find in rural areas. As a result, your employees’ geographical area may influence their technological experience and knowledge.
• Infrastructure limitations in remote areas: Not only can fast and cheap connectivity be hard to come by in remote areas, but in some cases, it’s impossible due to severe infrastructure limitations in less populated areas. If any of your employees grew up or currently live in remote areas, their access to technology may have been severely limited.

3. Educational barriers

In the United States, educational disparities have persisted. The amount of resources and the ability to prioritize technological skills vary vastly between school districts, states, and regions, influencing the digital divide significantly.

These are the two primary ways in which educational barriers can influence the knowledge and exposure to technology among your employees:

• Lack of digital literacy programs: Many school systems do not prioritize digital literacy, sometimes due to a lack of funds or resources. Since there is no national curriculum, the extent to which digital skills are taught in schools often varies widely between states, counties, and municipalities.
• Unequal education resources: Schools in lower-income areas often have fewer resources in general, and technology programs sometimes don’t make the cut. If some members of your team grew up in areas with fewer resources for this type of programming, they may not have received the same level of digital education as others.

4. Demographic factors

When and in what cultural context people grow up can greatly influence their exposure to technology. For that reason, generational and cultural differences are often cited as significant drivers of the digital divide.

Here are some of the demographic factors that could be at play in the digital divide at your company:

• Age-related technological adoption: Even if your team doesn’t have a wide range of ages, a few years here and there can make a huge difference in how much and how early they began using tools like computers and the Internet. For example, someone who came of age in the early 1990s would have been far less likely to use the Internet in their school coursework than someone who came of age in the late 1990s or early 2000s.
• Cultural and language obstacles: When people grow up as cultural or linguistic minorities, their ability to engage with technology can differ. For example, if a school offered a digital literacy program in English, students with English as a second language may have struggled in the course. Also, certain cultural or religious factors can sometimes affect the willingness to utilize technological advancements.

5. Policy and governance

Individual and hyperlocal factors and larger regulatory and governmental factors influence interaction with technology.

Here are two of the primary policy and governance factors that are likely influencing the digital divide at your organization:

• Inconsistent regulations: There is a lack of uniformity in policies related to everything from the affordability and ease of access to high-speed internet to required educational programming related to technology. These variations in regulatory factors mean that access and education can differ dramatically from place to place and from school to school.
• Limited government support for digital initiatives: Globally, there are many excellent examples of impactful digital initiatives catering to populations like children, people of lower socioeconomic status, and older adults. However, many have criticized a lack of government support for these types of initiatives, making them difficult to execute in some circumstances due to a lack of interest or resources.

Consequence of the Digital Divide

The persistence of the digital divide has a profound impact on the economy, companies, global innovation, and even the mental health of individuals. In this section, we’ll look at some of the consequences of the digital divide to highlight the importance of taking action within your organization.

Economic Impact: Widening income gaps and missed business opportunities

When parts of the population lack the necessary skills, they are often shut out from professional opportunities that offer more income and social mobility. These professional opportunities could be in all fields of work or other lucrative business opportunities.

Over time, this widens the gaps between lower-income and higher-income families, having a profound effect on the economy in general.

Educational Setbacks: Unequal access to digital learning resources

When students from primary school and onward toward university lack access to digital learning, it affects their ability to meet educational milestones and prepare for continued education and the workforce.

As long as the digital divide persists, gaps in the educational system will continue to result in fewer professional and educational opportunities for individuals and societal groups.

Social Implications: Increased social isolation and community disenfranchisement

While much emphasis is placed on the economic impact of the digital divide, people who lack tech skills and exposure often suffer from social isolation and struggle to remain involved in their communities.

This happens because more and more basic activities have a digital component. People do everything from basic banking tasks to dating and beyond via mobile apps, and face-to-face interactions are often replaced by mediums like text messaging.

People who are less comfortable with these skills can struggle with feeling a part of the increasingly digital society around them.

Workforce Challenges: Skill gaps and reduced competitiveness

The workforce as a whole suffers when not everyone can keep up with the evolving technological skills needed for various professions.

On a societal level, this amounts to less economic progress. Within a specific company or organization, the implication is a workforce that isn’t as productive or advanced as they could be, resulting in a decreased ability to compete in their relevant market.

In other words, when individuals lack technical skills, there is a macro effect on society at large, and a micro effect within every company and organization that can result in poorer business results.

Innovation Roadblocks: Slower adoption of new technologies and ideas

When people develop digital confidence from exposure and knowledge, they’re more willing to adopt new technology and ideas – and the opposite is also true. This means that people who have less technical skills can be slower to accept and master new technology, which can slow down both societal economic progress and innovation within a specific organization.

For example, in the current age of artificial intelligence, AI is quickly becoming a must-have tool for many professions, increasing technical ability and efficiency in various fields. Those less digitally confident may have more trouble with the new technology both psychologically and practically, stunting innovation and progress on a company level.

How to Bridge the Digital Divide in the Workplace

By now, you’ve begun to understand the extent of the digital divide and its real implications for society at large and your organization specifically.

In this section, we’ll discuss the top strategies for bridging the digital divide at your company so you can empower your employees to benefit your business outcomes.

1. Empowering leadership and fostering an inclusive culture

Since the potential impact of the digital divide is far-reaching and wide, your strategy for dealing with it must involve your most senior leadership. When your leadership team is aware of the digital divide and makes strategic and cultural changes to address it, there is a trickle-down effect that helps the entire organization empower a diverse group of employees.

Let’s take a look at some of the strategic moves that your leadership team can make to create a culture where the effects of the digital divide are mitigated.

Executive buy-in

There is no way around the fact that the decision-makers at your company must commit to digital transformation as a strategic priority. Leaders should communicate a clear vision for technology adoption, setting the tone for the rest of the organization. When it’s clear that technology adoption is a priority, teams, and departments will be more likely to work toward it.

Your leadership team should develop measurable goals around internal tech adoption and report on progress frequently—for example, the percentage of employees who now automate at least one task using AI. Having a metric that the entire company is working toward can motivate people, even if they struggle with technological adoption.

A digital adoption platform like Whatfix provides senior leadership with granular analytics and real-time insights into employee engagement and software adoption. Leaders can clearly track progress on digital initiatives, identifying departments or teams needing additional support. This visibility helps leadership effectively allocate resources, align internal objectives, and reinforce the strategic priority of digital transformation across the entire organization.

Creating an inclusive culture

It’s essential to cultivate an environment that values continuous learning while encouraging employees to embrace digital tools. A truly inclusive culture both accepts and appreciates that employees come from different levels of digital knowledge and experience, while still setting goals for progress and adoption. Regular town halls, effective internal communications, and recognition programs to encourage progress can help reinforce the importance of digital inclusion.

Hold office hours for employees who are struggling with certain digital tasks, like new internal tools. This allows people who need extra help to get it in a non-judgmental environment. The fact that the office hours exist also communicates to your team that you understand and are completely okay with the fact that digital adoption can present difficulties for some employees more than others.

Implementing contextual, in-app support with Whatfix allows employees immediate access to guided assistance directly within the applications they use daily. This reduces the anxiety or stigma employees might feel when asking for help, fostering a genuinely inclusive and supportive environment. Employees can confidentially bridge their own knowledge gaps in real-time, which significantly enhances their comfort level and confidence with digital tools.

2. Comprehensive training and continuous skill development

Regardless of where your employees fall on the spectrum of the digital divide, upskill training programs for internal tools and processes is necessary to enable employees, achieve technology ROI, and drive business outcomes. However, it’s important to build your training and continuous learning initiatives with the digital divide in mind, since not all of your employees will have an equal starting point when it comes to technical knowledge.

Let’s look at some of the best inclusive learning strategies that can help your organization bridge the gap in technical skills internally.

Digital literacy programs

Implementing structured training initiatives that cover a wide range of skills, from basic to advanced, is a huge step forward in addressing the digital divide. You can use hands-on workshops, online courses, and mentoring programs to help employees build confidence with new technologies.

Consider incentivizing employees for attending digital literacy programs. Some companies offer financial or other perks for investing extra time in training, which can motivate team members who may be more reluctant to invest time and energy into these programs.

Integrating Whatfix’s digital adoption platform enables your employees to access personalized, interactive learning experiences precisely when they need them, embedded directly within their workflow. With structured yet flexible support, Whatfix adapts to different skill levels, providing foundational training for less experienced employees and advanced guidance for more tech-savvy team members, thereby effectively reducing the digital literacy gap.

Upskilling and reskilling

First, work to identify skills gaps within your organization through assessments. Once you’ve identified where skills are lacking among some employees, you can tailor training programs to address specific needs. If your team encourages self-paced learning through microlearning modules and interactive content, your employees will be more likely to participate in upskilling and reskilling initiatives.

Choose a point person to create an L&D strategy for internal competency assessment. When you rely on anecdotal evidence, you may miss certain skills that need fine-tuning on your team. Having an owner of the process will help you take a more systematic approach.

Whatfix’s microlearning modules are seamlessly integrated within your existing software, allowing employees to quickly address specific skill gaps in short, targeted learning sessions. These modules facilitate immediate application and reinforcement, enhancing retention and enabling employees to confidently apply newly acquired skills without disrupting their daily responsibilities.

Enable employees with hands-on training and support in the flow of work

Whatfix provides contextual training and in-app guidance that reinforces learning as employees interact with new software. Because the training is hands-on, engaging, and self-paced, your employees with varying tech skills can work through obstacles at their own speed and emerge with knowledge on the same level as their colleagues.

With Whatfix, your team can create guided workflows in real and sandbox environments to help employees master internal tooling. Another benefit of using Whatfix for internal education is that employees can work at their own pace. So if some employees with less technical prowess take longer, that’s okay.

3. Adopting user-friendly technologies and digital adoption platforms

When it comes to internal tooling, you’ll often find that the SaaS market has a wide range of options for each function. When choosing and implementing tools, it’s important to keep the varying technical skills of your employees in mind.

Here are two strategies for internal tooling selection and implementation that can help employees with varying levels of technical skill sets:

Prioritize user-friendly digital tools

It’s important to select tech solutions that are intuitive and accessible for all employees because a great user experience reduces resistance and encourages quick adoption. Employees who feel overwhelmed or confused by new tooling are far less likely to use it willingly and incorporate it into their day-to-day work.

When looking at SaaS tools for a specific purpose, you’ll find that within a given niche, some tools are known for advanced functionality, some tools are known for a great user experience– and if you’re lucky, you can find a tool that has both. Make sure to read authentic reviews and talk to people who use each tool so that you can understand your options, which offer the most intuitive experience for your team.

When you pair intuitive SaaS solutions with Whatfix’s interactive guidance, employees experience a seamless onboarding and usage experience right from the start. Whatfix’s in-app tutorials and contextual walkthroughs significantly reduce the friction associated with learning new tools, thereby accelerating adoption and boosting employee confidence.

Support employees in their digital workflows with a digital adoption platform

Digital adoption platforms (DAPs) generally offer step-by-step guidance, interactive tutorials, and real-time support. Though many companies already use a DAP to help guide users, it’s also an important tool to use internally. DAPs help employees navigate complex software and reduce the learning curve, which is especially important when you consider the digital divide. Platforms like Whatfix DAP can be a game changer for the internal adoption of your team’s tool.

4. Upgrading infrastructure and ensuring seamless connectivity

When your employees have access to quality infrastructure and smooth connectivity, they can get their work done more efficiently. This may sound obvious, but it isn’t trivial when you consider the digital divide: your team members with less tech knowledge may be unable to solve issues on their own, causing a burden on your IT team and slowing productivity.

Let’s review two of the most important aspects of keeping your infrastructure and connectivity healthy for everyone in your organization.

Modernize your IT systems

It’s critical to ensure that the organization’s IT infrastructure can support new digital initiatives. While the specifics of legacy application modernization depend on your organizational needs, this might include initiatives like upgrading hardware, improving network capabilities, and integrating cloud-based solutions.

Since technology is rapidly evolving, this isn’t a topic to be dealt with once or twice and then forgotten. For example, AI adoption created unforeseen technical needs, and companies now need upgrades they hadn’t expected. Your IT team will need to set up a regular review cadence to ensure that everything is sufficiently up to date.

If your IT team is small or you’re an earlier-stage company without a team, you can hire a consultancy to review your hardware, network capabilities, and other infrastructure. They can offer a full analysis and concrete recommendations for getting everything up to date.

Deploying Whatfix during IT modernization efforts significantly streamlines software transitions, reducing the burden on your IT support team. Employees receive proactive, context-sensitive guidance directly within new platforms, which dramatically decreases downtime, enhances efficiency, and accelerates overall adoption of upgraded systems.

Ensure accessibility across devices and locations

This is particularly important for remote or hybrid work environments. Nothing is more frustrating than not being able to utilize the tools you need for your work when you switch locations or move from one device to another. Though some of your tech-savvy employees may be able to solve issues independently, your team members on the other end of the digital divide may struggle, causing frustration and loss of productivity.

Whatfix ensures a consistent user experience by providing device-agnostic, context-sensitive support across all platforms and environments. Employees benefit from uninterrupted, seamless guidance whether they’re working remotely, traveling, or switching between devices, significantly reducing productivity losses associated with accessibility issues.

5. Encouraging collaborative strategies and cross-functional initiatives

At the core of the digital divide is something positive–diversity. Your team includes people with different life experiences and circumstances, and when they work together, your business benefits from different perspectives. When bridging technical gaps within your organization, a key strategy is to harness the power of your diversity to improve productivity, efficiency, and innovation prospects internally.

Here are two strategies for utilizing diversity at your organization to help you bridge the digital divide:

Establish cross-departmental initiatives

Whether it’s the implementation of a new tool or a new product development strategy, encourage collaboration across teams to share best practices, success stories, and learnings from failures. Naturally, people with varying technical skills across teams and departments will benefit from the knowledge sharing in a way that also builds team cohesiveness and a sense of belonging.

Consider establishing digital champions within departments who can support their colleagues. Typically, department heads can identify people on each team who can offer assistance with various digital tasks. By choosing to designate champions and making it known within the company, you’re both communicating that it’s okay to ask for help and providing a valuable resource for employees who need it.

Empowering digital champions within your organization with Whatfix enhances their ability to assist colleagues effectively in real-time. Champions equipped with Whatfix can quickly share actionable insights, best practices, and hands-on guidance, fostering a collaborative and cohesive approach to overcoming digital barriers throughout the company.

Build partnerships with technology providers

By intentionally building relationships with solution providers who can offer tailored support and updates on the latest digital trends, you ensure that support is available to employees with differing technical skills. Not only that, but this creates a continuous feedback loop from a diverse group of employees for improving digital strategies, meaning that your company benefits from feedback from team members across the spectrum.

When working with a technology provider, don’t assume they have the digital divide in mind. It’s often helpful to remind your providers that you have a diverse group of employees with varying levels of technical skill. This will help them create offerings and processes that cater to different types of employee knowledge and bridge the gaps at your organization.

Close collaboration with digital adoption providers like Whatfix ensures your technology strategy remains inclusive and supportive of your diverse workforce. Whatfix helps your organization stay agile by continuously refining its training modules and support offerings based on real-time feedback from your employees, ensuring relevance and effectiveness across varying skill levels.

Benefits of Bridging the Digital Divide

Since implementing all of these best practices may feel like a lot to take on, it’s motivating to dive more deeply into precisely how your organization will benefit from implementing the recommended strategies.

Here are some of the primary positive changes you’ll notice when you create an intentional plan to address the digital divide at your company.

Increased employee productivity and engagement

When you address varying skill levels at your organization, you’ll likely see productivity gains because fewer employees will be struggling with digital tasks due to better training, more resources, and effective collaboration with their colleagues.

Equally notable is that employees tend to be more engaged because they feel the increased productivity. This engagement can take many forms, such as generally being happier and more satisfied with their work experience or even becoming more practically involved in projects that require technical prowess due to increased knowledge and a supportive environment.

By leveraging continuous, contextual learning capabilities of Whatfix, employees rapidly build proficiency with digital tools, reducing frustration and increasing productivity. Employees who feel competent and supported with technology tend to exhibit higher levels of overall engagement and job satisfaction.

Enhanced customer experiences and service delivery

When your team can better manage their digital tasks, they’re better equipped to provide direct and indirect service to your customers. Aside from general gains in productivity and, therefore, faster and more efficient work, employees with digital confidence achieve more product and expertise.

With more product expertise, your employees are better equipped to:

• Generate innovative ideas for product iterations
• Help problem-solve typical customer pain points
• Deliver excellent service to customers who are struggling within your platform

With Whatfix, employees quickly become adept at using digital tools, which enhances their ability to deliver high-quality, efficient service to customers. This proficiency translates directly into improved customer experiences, as employees confidently leverage technology to resolve issues promptly and innovatively.

Stronger competitive advantage and market positioning

A team that addresses the digital divide tends to be a stronger competitor in their relevant market. Here are two prominent contributors to increased competitiveness:

• A generally more efficient and productive workforce produces more value for its customers
• Because technical gaps stem from underlying diversity, your team benefits from varying perspectives within your organization that are correlated with innovation and better business outcomes

It’s also worth noting that a company with a reputation for supporting employees in growing their technical skills can increase its competitiveness in the hiring market, making it a more attractive workplace for a variety of potential employees.

Adopting a platform like Whatfix signals your organization’s commitment to continuous learning and digital inclusivity, enhancing your appeal as an employer. This commitment can significantly strengthen your market position by attracting top talent who prioritize workplace support, training opportunities, and a culture of innovation.

Improved operational efficiency and cost management

When employees struggle with digital tasks, it decreases the efficiency of the organization decreases and costs money. Here are some examples:

• When someone doesn’t understand how to use an internal tool, it takes them longer to complete tasks, which wastes time and affects the bottom line.
• There can be a domino effect within organizations. If one employee is struggling with a tool or project, another team is blocked from completing their work on a project until they manage to do so. This slowdown is time, and time is money.
• Unexpected slowdowns can elongate projects and affect the timeline and cost of a specific project.

Conversely, when your team is proactive about dealing with gaps in technical knowledge, you’ll notice gains in efficiency and decreased costs.

Whatfix proactively addresses and mitigates digital adoption challenges, thereby reducing task completion times, minimizing costly errors, and preventing workflow disruptions. These operational efficiencies directly translate into significant cost savings, streamlined processes, and improved overall financial performance.

Future-proofing the organization for emerging trends

From the moment your team begins to execute a strategy for dealing with the digital divide internally, they are building a playbook. These processes and internal initiatives will help with future technological trends.

A great example of this is the relatively recent focus on AI in the SaaS market. Companies that already had a mindset consistent with technical diversity were better equipped to handle this earth-shattering innovation and the varying levels of comprehension on their teams.

Whatfix prepares your workforce for future technological shifts by embedding a culture of continuous learning and digital adaptability. Employees gain confidence and agility with new technologies, positioning your organization to smoothly and efficiently adopt emerging trends and innovations, including rapidly evolving fields such as AI and advanced automation.

Digital Diversity Clicks Better With Whatfix

Addressing the digital divide in your organization transforms the problem of skill gaps into an internal strength. Ultimately, it means harnessing the benefits of a diverse workforce and creating an efficient, satisfied, and supportive workplace. Doing that improves your business outcomes and positively affects your bottom line.

Many companies have partnered with Whatfix to drive the digital transformation required to close the digital divide at their organizations. With Whatfix, you can:

• Create dynamic training programs, utilizing on-platform tools like product walkthroughs and contextual guidance. These training programs can be tailored to different groups of employees with different levels of technical skill.
• Offer employees a risk-free, sandbox environment with Whatfix Mirror. In this environment, employees can get hands-on experience with your platform without risking affecting the user-facing platform itself.
• Allow employees to visualize and internalize data with Whatfix Product Analytics. The advanced data visualization tools in Whatfix Analytics and a notoriously intuitive user experience make user behavior data more accessible to employees with differing platform skill levels. Overall, this helps your organization be more data-driven and benefits your customers and business outcomes.

All Whatfix solutions are no-code, meaning that you can iterate on everything – including your training programs – without the help of a developer. This empowers employees at all levels of your organization to make changes based on employee feedback about where they need help, guidance, or more hands-on experience.

Are you ready to partner with Whatfix as a key element in your strategy to close the digital divide? Schedule a demo today!