'Doing' digital inclusion: a participatory action research study of digital inequality

The impact of digital inequality on marginalised populations, such as those experiencing homelessness or people who use drugs, is a complex and multifaceted issue. This thesis examines the ways in which digital inequality intensifies other forms of social inequality in these populations and how digital tools and technologies can play a role in addressing these compounded inequalities. To achieve this goal, I adopt an immersive, participatory action research (PAR) approach involving active participation from those affected. The research draws on the concept of digital capital, which refers to the resources individuals possess to navigate and effectively utilise digital technologies. The study findings indicate that digital inequality can have far-reaching and significant impacts on marginalised populations, exacerbating existing social inequalities and contributing to further marginalisation. Access to digital tools and technologies can be essential in addressing compounded social inequalities, such as lack of access to education, employment, and healthcare—particularly for people currently using drugs. However, the study findings highlight the importance of trusted intermediaries or digital champions in addressing inequality, and how compassionate care and kindness are integral to that work. Such intermediaries advocate for those experiencing digital inequality, providing support and assistance to help navigate the complexities of digital tools and technologies. The findings suggest that when support is part of holistic care, the impact of digital inequality can be mitigated, and positive outcomes can be achieved. This thesis contributes to the ongoing research in this field of study. It demonstrates the importance of addressing digital inequality as a critical component of social justice efforts. It highlights the need for policies and programmes prioritising holistic support and meeting individuals' access needs. It also recognises the importance of trusted intermediaries in bridging the digital divide and addressing compounded social inequalities. Focusing on the lived expertise of those impacted by digital inequality and those seeking to mitigate that impact, this research contributes to the broader field of studies.