Disconnected: Seven lessons on Fixing the Digital Divide

The Kansas City Fed launched a project in early 2018 to outline issues of the digital divide and identify innovative approaches that communities were taking to narrow it. This report provides a summary of what we learned and opportunities for narrowing the divide. It is not intended to be a technical report. It is instead written for non-experts, to provide them with a holistic understanding of the digital divide and its relevance to a variety of community and economic development fields. The people who participated in this project shared their experiences of helping to make the internet available to those left behind. The characteristics of the field—the speed of change, the newness, the populations they assist—helped shape several common themes. The themes reflect the lessons they have learned about what it takes to close the digital divide.

1. Awareness: Many lack an understanding of the digital divide.
2. Change: The digital divide will never go away. Ever-changing technology means the digital divide is a moving target.
3. Rural broadband: New business models and/or public funding are critical to serving unprofitable areas.
4. Broadband adoption: Work with, not for, the community.
5. Digital skills: Teaching digital skills is complex, labor-intensive and requires an element of trust.
6. Equipment: Time and adequate equipment are needed to increase adoption.
7. Evaluation and collaboration: Stakeholders are hungry to learn from others.