The work of digital inclusion: exposing the digital labour of community workers fostering digital participation

This article presents findings from a national-scale research project that worked with disadvantaged communities across Australia to examine digital inclusion in low-income families and the role of social infrastructure (e.g., schools, libraries, charities, government services) in supporting digital participation. Drawing on data collected in interviews and community workshops in an outer urban community with significant socio-economic challenges, we illuminate the digital labour of community sector workers who routinely act as digital mentors. These workers support family members who often lack access to digital devices and services along with the requisite skills to use digital technologies to perform everyday tasks, such as helping families to contact telecommunications providers, access government apps, and apply for jobs or rental leases online. In light of our results, our study extends the concept of digital labour to include work undertaken in the service and advocacy of digital inclusion in community contexts. Specifically, we articulate the activities, challenges, frustrations, and costs (in time and resources) that characterise digital inclusion support of low-income families, often beyond role expectations. In doing this, we seek to expand understandings of digital labour both as a category and concept. Overall, the article demonstrates that digital inclusion initiatives must not only accommodate the intersecting socio-cultural needs of low-income families, but include appropriate support and resourcing for community workers performing critical digital mentoring work.