A guide to digital inclusion: Breaking barriers in the digital age

Being digitally connected isn’t a luxury; it’s a lifeline.

Everything from education to healthcare, banking, shopping, and government services is online, but millions of people are still being left behind.

Digital inclusion means making sure that everyone, regardless of income, location, age, ability, or literacy, can access and use digital technologies effectively. 

It’s about equity. It’s about empowerment. And in 2025, it’s more urgent than ever.

According to the World Bank, nearly 3 billion people still don’t use the internet. Even among those who do, many face barriers due to inaccessible interfaces, lack of digital skills, or unreliable infrastructure. 

The result? A growing digital divide that mirrors – and often magnifies – existing social and economic inequalities.

Digital exclusion doesn’t just affect individuals. It limits participation in democracy, reduces workforce potential, and creates reputational and legal risks for organizations. As businesses and institutions digitize rapidly, they must make sure that progress doesn’t leave people behind.

Fortunately, digital inclusion isn’t an abstract ideal – it’s something we can build through thoughtful design, policy, and technology. And web accessibility plays a foundational role in making it possible.

This article will explore the key pillars of digital inclusion, the barriers people face, and what governments, businesses, and digital teams can do to promote a truly inclusive digital future.

The key barriers to digital inclusion

Despite growing awareness, digital inclusion remains out of reach for many. That’s because the barriers to full participation are not just technical – they’re social, economic, physical, and cultural. 

Let’s take a look at some of the most common and persistent obstacles:

1. Infrastructure and affordability

• In many regions, broadband access is limited or prohibitively expensive.
• Even in urban centers, some households can’t afford data plans, devices, or consistent electricity.
• Rural and low-income communities are disproportionately affected by infrastructure gaps.

2. Lack of digital skills

• Access doesn’t guarantee capability. Millions struggle with basic tasks like creating passwords, navigating websites, or sending emails.
• The digital skills gap is especially pronounced among older adults, people with lower literacy, and those with limited education.

3. Accessibility barriers

• Many websites, apps, and services are not designed with disabled users in mind.
• Barriers include poor color contrast, missing alt text, inaccessible forms, and incompatible designs for assistive technologies.

4. Language and literacy challenges

• Digital content that is overly complex or not available in users’ native language can exclude large groups.
• This particularly affects migrants, multilingual communities, and people with learning differences such as dyslexia.

5. Cultural and motivational factors

• Distrust in digital platforms, fear of online scams, or cultural stigma around technology can discourage participation.
• Some people simply don’t see digital tools as relevant or safe.

Solving digital inclusion requires addressing these barriers holistically, not just with tech, but through policy, education, design, and empathy.

The role of accessibility in digital inclusion

Digital inclusion and accessibility are deeply interconnected, but they’re not interchangeable.

While digital inclusion is the broader concept of ensuring equitable participation in the digital world, accessibility focuses specifically on removing barriers for people with disabilities. It’s a crucial pillar of digital inclusion – and often the first step toward achieving it.

WCAG: The accessibility foundation

The Web Content Accessibility Guidelines (WCAG) provide a framework for designing inclusive digital experiences. 

Their principles – Perceivable, Operable, Understandable, and Robust (POUR) – are used globally as a benchmark for accessibility compliance.

Accessibility is the gateway

By addressing accessibility, organizations automatically improve usability for all. Clear navigation, descriptive links, flexible layouts, and readable fonts benefit everyone – not just disabled users.

In other words, you can’t have digital inclusion without accessibility. It’s the baseline for building digital experiences that respect and reflect human diversity.

How governments and organizations promote digital inclusion

Tackling digital exclusion is not the responsibility of one group alone. It takes collaboration between governments, non-profits, businesses, educators, and technologists to create an inclusive digital society.

Here’s how different sectors are making progress:

Government-led initiatives

Many countries have launched national digital inclusion strategies focused on expanding access, improving digital skills, and ensuring accessibility. For example:

• The European Union mandates accessibility through the European Accessibility Act (EAA), which requires many digital services to be accessible by 2025.
• Local councils and municipalities often fund digital literacy training, especially for older adults and job seekers.

Private sector contributions

Forward-thinking companies are embedding digital inclusion into their products and services by:

• Investing in accessible design from the ground up
• Offering free or subsidized access to digital tools and connectivity (e.g., Google’s Chromebooks for Education or Microsoft’s Airband Initiative)
• Partnering with non-profits to fund training programs for marginalized communities
• Building internal diversity and inclusion teams to shape digital equity strategies

Non-profits and community groups

Organizations like the Digital Equity Foundation, AbilityNet, and Good Things Foundation play a key role in:

• Delivering community-based tech support
• Running inclusion-focused awareness campaigns
• Advocating for inclusive policies and funding

Ultimately, digital inclusion is a shared responsibility. Governments can create the regulatory foundation, but lasting change requires public-private cooperation and user-centered design.

Best practices for improving digital inclusion

Digital inclusion is not a one-time initiative; it’s a mindset embedded in design, delivery, and communication. The following best practices help ensure that your digital products and services are usable and beneficial to everyone.

1. Design with accessibility from the start

Embed accessibility and inclusive design principles into your development lifecycle rather than retrofitting later. Use semantic HTML, provide alt text, ensure keyboard navigability, and maintain strong color contrast.

2. Simplify language and navigation

Use plain language, intuitive layouts, and clear CTAs. Avoid jargon. A well-structured interface helps everyone, especially users with cognitive disabilities, low literacy, or language barriers.

3. Test with diverse users

Involve people from different backgrounds, age groups, and ability levels in user testing. Their feedback reveals friction points that homogenous testing often misses.

4. Provide multiple ways to access content

Offer alternatives: text transcripts for audio, video captions, and downloadable documents in accessible formats. This makes sure users can engage in the way that works best for them.

5. Offer digital skills support

Consider how you can provide or link to training and onboarding materials, especially for tools that may be new to your audience. A friendly FAQ or step-by-step guide can make a big difference.

6. Regularly audit and update

Use accessibility testing tools and perform regular reviews to make sure your content stays inclusive as your product evolves.

By embracing these best practices, you build trust, loyalty, and compliance.

The impact of assistive technology on digital inclusion

Assistive technology (AT) plays a vital role in closing the digital divide for people with disabilities. By enabling access to digital content and services, these tools make inclusion not just possible, but practical.

What is assistive technology?

Assistive technology includes devices, software, and tools that help people with disabilities perform tasks they might otherwise find difficult or impossible. In the digital world, this can range from simple screen magnifiers to advanced speech-to-text systems.

Common examples of digital assistive tech

• Screen readers: Convert on-screen text into speech or braille for users with visual impairments.
• Text-to-speech tools: Help users with dyslexia, ADHD, or low literacy access written content more easily.
• Voice recognition software: Allows users to navigate and input text via speech instead of a keyboard.
• Alternative input devices: Such as eye-tracking tools or adaptive switches for users with limited mobility.
• Customizable interfaces: Options for resizing text, adjusting color contrast, or selecting dyslexia-friendly fonts.

Why assistive tech matters

Assistive technology empowers independence and participation in:

• Education: Helping students access digital learning platforms
• Employment: Enabling remote work and professional development
• Healthcare: Supporting patients in managing telehealth or booking appointments
• Civic life: Allowing individuals to vote, access government services, and connect with their communities

Digital inclusion in education and the workplace

Access to digital tools and content is essential for learning, professional development, and career participation. However, digital exclusion continues to create inequality in both education and employment.

Education: Learning without limits

Digital education platforms are now standard in all settings, from K-12 classrooms to higher education and remote learning environments. But without inclusive design, these tools can unintentionally exclude students with disabilities or those from disadvantaged backgrounds.

Common barriers include:

• Learning portals that don’t work with screen readers
• Videos without captions
• Text-heavy content that isn’t readable for dyslexic learners

Solutions:

• Use accessible learning management systems (LMS)
• Provide multi-format content (e.g., audio, video, transcripts)
• Offer digital literacy training for students and educators alike

Inclusion in education correlates with long-term academic success and employment outcomes, so it goes beyond ethics.

The workplace: Inclusion as a competitive advantage

Many jobs now rely on digital platforms, from recruitment and onboarding to daily collaboration and upskilling. Yet employees with disabilities often encounter inaccessible systems that hinder productivity and advancement.

Examples:

• Job applications incompatible with keyboard navigation
• Training videos without subtitles
• Intranet tools that lack accessibility controls

Best practices:

• Make sure HR platforms and digital tools meet WCAG standards
• Provide assistive technology support and personalized accommodations
• Make inclusive design a part of company culture and DEI strategy

Digital inclusion in the workplace is about unlocking the full potential of a diverse workforce and attracting talent from all backgrounds.

How businesses can support digital inclusion

Businesses have a powerful role to play in shaping a digital world that works for everyone. Beyond compliance, digital inclusion is a strategic advantage – it opens access to broader markets, improves user experience, and strengthens brand trust.

Here are key ways your organization can contribute:

1. Audit your digital products

Conduct a comprehensive accessibility audit across your websites, apps, and internal platforms. Identify barriers that could exclude users with disabilities, older adults, or individuals with limited digital literacy.

2. Embed inclusive design in your development process

Make inclusive design principles a default. Involve users with diverse needs during product research and usability testing. Use accessible fonts, meaningful link text, flexible layouts, and semantic code from the start.

3. Educate your teams

Invest in ongoing training for developers, content creators, and marketers on accessibility best practices and the importance of inclusive UX. Make this part of your DEI (diversity, equity, and inclusion) strategy.

4. Support assistive technology compatibility

Ensure your services work smoothly with screen readers, voice navigation tools, and keyboard-only browsing. Test with multiple devices and software types.

5. Partner with purpose

Work with organizations that promote digital inclusion – whether through sponsorships, open-source contributions, or employee volunteering. Use your reach to amplify awareness and action.

6. Leverage compliance as a baseline, not a finish line

Laws like the European Accessibility Act and ADA offer clear benchmarks, but true inclusion goes beyond checklists – so aim to meet user needs, not just legal minimums.

Conclusion: Building a digitally inclusive future, together

Digital inclusion is more than a policy or best practice; it’s a reflection of how we value equity, participation, and human potential in an increasingly digital world.

By removing barriers, embracing inclusive design, supporting assistive technologies, and widening access to digital tools, we unlock opportunities for millions of people. It’s good for society, good for business, and essential for long-term growth.

Whether you’re designing a website, building a platform, shaping policy, or leading a team, your role matters. Inclusion isn’t the responsibility of one department or one decision, it’s a commitment embedded across every touchpoint of the digital experience.