In an era where technology and AI are rapidly transforming workplaces and society, the ability to navigate the digital world is no longer optional—it is essential. Yet, millions of people remain digitally excluded, struggling to access online services, use digital devices, or develop the digital skills needed to engage effectively.
As digital transformation accelerates, those who lack these capabilities risk being left behind, facing barriers to employment, education, and essential services.
For charities, addressing digital exclusion must start from within, ensuring that staff, volunteers, and service users are empowered to use digital technology confidently and securely. This is even more critical for organisations whose core mission involves promoting digital inclusion among vulnerable groups.
This blog explores the impact of digital exclusion in the nonprofit sector and why it matters. The topics covered will include:
- What is Digital Exclusion in Nonprofits?
- Causes and Impact of Digital Exclusion
- Digital Exclusion Examples in Nonprofit Organisations
- How to Reduce Digital Exclusion in Nonprofits
Let’s explore digital exclusion in nonprofits.
What is Digital Exclusion in Nonprofits?
Digital exclusion refers to the barriers that prevent individuals from accessing or effectively using digital technology, whether due to a lack of digital skills, limited digital access, or unfamiliarity with online services. This is a growing concern in the UK, where over 5 million employed adults struggle to complete essential digital work tasks, and basic digital skills are predicted to become the country’s largest skills gap by 2030.
For nonprofit organisations, addressing digital exclusion is not just about inclusivity, it directly impacts productivity, engagement, and cyber security. Staff and volunteers with limited digital proficiency are more vulnerable to cyber threats, making it essential for charities to prioritise digital skills training.
Ensuring that teams can safely and efficiently use digital technology strengthens both data security and overall organisational resilience. By tackling digital exclusion, charities can implement remote working strategies, ensure their staff follow nonprofit data management best practices, and adhere to cybersecurity guidelines for fundraising.
Digital Exclusion Examples in a Nonprofit Organisation
Digital exclusion stems from various factors, including a lack of digital skills and the inaccessibility of digital services for certain groups. Digital exclusion can affect multiple groups within a nonprofit, including volunteers, donors, employees, and service users.
Many charities, for example, rely on volunteers to support their mission, but if these individuals lack digital skills, they may find using new technology very difficult.
Employees with disabilities, neurodivergent conditions, like ADHD, or other cognitive disorders, may struggle if workplace systems are not designed with enablement tools or reasonable adjustments in mind. If a charity fails to make its website screen reader-compatible, it shuts out visually impaired users from accessing vital information.
Similarly, non-native speakers may face additional challenges in using digital tools due to language barriers, limiting their ability to fully engage with online services and internal communications.
Another example of digital exclusion in charities involves remote employees and service users who might also face challenges when accessing the internet. Nonprofit staff working in rural areas with limited connectivity may find it difficult to participate in virtual meetings or use cloud-based digital services, hindering collaboration. For service users relying on digital technology for support, a lack of internet access can mean exclusion from critical services, reinforcing the digital divide.
By recognising the challenges that people face in using technology, nonprofits can take proactive steps to ensure digital inclusion, making technology more accessible and ensuring that no one is left behind.
How to Reduce Digital Exclusion in Nonprofits
To tackle digital exclusion, nonprofits must take proactive steps to ensure that staff, volunteers, and beneficiaries have the digital skills, access, and support they need to engage with digital technology. From digital skills training to adopting accessible technology and developing inclusive policies, organisations can create a more digitally inclusive environment that empowers everyone.
Below are key strategies to help nonprofits bridge the digital divide and support those at risk of being digitally excluded.
Provide Digital Skills Training
One of the most impactful ways to promote digital inclusion is by investing in digital skills training for employees and volunteers. Many older people, those with disabilities, and people from economically disadvantaged backgrounds may feel uncertain or lack confidence in using digital technology. This can limit their ability to fully engage in the workplace and access essential information.
Nonprofits can run training workshops covering topics such as cyber security awareness, using cloud-based tools, and navigating online platforms. The Microsoft Office 365 Training Centre is a great resource for charities looking to upskill their staff and volunteers with free learning modules.
For example, here at Qlic, we provide ongoing technical support and online webinars on tools such as Microsoft Copilot and much more. Investing in training not only improves digital literacy but also enhances security, efficiency, and overall confidence in using digital services.
Use Technology to Increase Digital Inclusion
Advancements in AI and digital technology can significantly improve digital access and create a more inclusive workplace. AI-driven tools can help remove barriers for individuals who struggle with traditional interfaces.
For example:
- Building inclusive tools – AI can enhance accessibility by integrating voice, vision, and cognitive capabilities into applications. Azure Cognitive Services allows developers to build apps that support text-to-speech, speech-to-text, and image recognition, making technology more inclusive.
- Using tools designed for accessibility – Over 70% of disabilities are invisible, and many employees and volunteers may face situational challenges when using digital devices. Features like live captions, transcripts, and screen readers help individuals engage more effectively.
- Ensuring document accessibility – Use the Accessibility Checker in Microsoft 365 to ensure that presentations, reports, and other materials are inclusive for all users. Providing transcripts and recordings of meetings allows employees to follow discussions at their own pace.
Digital Champions
Many nonprofits have successfully implemented Digital Champions within their staff and volunteers to help others develop digital skills and gain confidence in using digital technologies. Digital Champions can provide one-on-one support, guide colleagues through new technology, and promote best practices for digital inclusion.
Organisations such as Digital Unite offer structured training programs, practical resources, and an online community to support Digital Champions. By embedding this role within your nonprofit, you can create a culture where digital literacy is continuously developed and employees and volunteers feel supported in their journey to becoming more digitally confident.
Ensure Accessible Technology
Making digital technology accessible to everyone. Nonprofits should ensure their websites, platforms, and internal systems comply with Web Content Accessibility Guidelines (WCAG), making them usable for people with disabilities.
Key accessibility considerations include:
- Screen reader compatibility for visually impaired users
- Keyboard navigation options for individuals with mobility impairments
- Colour contrast adjustments for those with visual difficulties
- Alternative text (alt text) for images to support those using screen readers
By incorporating accessible design principles, charities can make their digital services available to a wider audience and prevent individuals from being digitally excluded.
Offer Offline Alternatives
While digital transformation for charities is important, offline alternatives should be provided for critical services, such as:
- Phone-based support for beneficiaries who struggle with online platforms
- Face-to-face assistance for those who need in-person guidance
- Printed materials for individuals who may find it difficult to navigate digital services
Improve Communication
Effective communication is key to reducing digital exclusion and ensuring that all employees and volunteers can participate fully. Nonprofits should adopt communication tools that allow for audio, video, and text-based interactions, accommodating different preferences and needs.
Platforms such as Microsoft Teams offer a range of accessibility features designed to support diverse user needs. Live captioning helps individuals with hearing impairments follow conversations in real-time, while narration and screen readers assist visually impaired users by converting text into speech. Additionally, screen blurring can help employees working in distracting environments maintain focus during virtual meetings.
Create Digital Inclusion Policies
To ensure a long-term commitment to digital inclusion, nonprofits should develop an internal digital inclusion strategy to outline how their charity will address digital exclusion. This should include:
- Staff and volunteer training commitments to continuously improve digital literacy
- Guidelines for accessible technology and inclusive digital design
- Support structures to assist employees, volunteers, and service users who need help navigating digital services
Embedding digital inclusion policies within your nonprofit’s framework ensures that reducing digital exclusion becomes an integral part of your mission and operations.
Final Thoughts
Digital exclusion remains a significant challenge for nonprofits and, if not addressed, can lead to frustration, reduced productivity, and the risk of social isolation within the workplace. Without action, those who are digitally excluded risk being left behind, unable to fully engage with online services or participate in the workplace.
As digital technology becomes increasingly embedded in how charities operate, ensuring that everyone has the digital skills, access capacity, and support they need is essential.
By taking these steps, charities can create a more inclusive environment that meets the diverse needs of their workforce and community. For many nonprofits, this also aligns with their core mission to create a more equitable, inclusive society.
Qlic can help you reduce digital exclusion in your charity. Get in touch with the team at Qlic here.
