For those who do not currently have meaningful access, but who could get meaningful access as a result of our efforts, we might think of two complimentary paths:
- Bring the people to the technology
- Bring the technology to the people
By "changing the people," I simply mean finding ways to help these folks take advantage of tools others already have. For example:
- Public access computers in libraries, medical centers, etc.
- Subsidized access (e.g., some health plans give away cell phones with unlimited minutes for interactions with the health plan)
- Training on how to purchase, use, maintain, and troubleshoot
- Change our push messages from phone and email to SMS
- Optimize existing web sites for access on pocketable devices
- Convert key Web interactions to work on IVR (touch-tone telephone trees)
- Use higher end technologies with other people so as to free up more traditional resources to attend to the needs of those who don't use those technologies. Here's a way to think about it: If we can use the web to save phone calls to a call center, that should free up call center resources. We would then need to deploy those call center resources to better serve the needs of the people who don't use the web.