A report has found that charities are concerned about digitally excluding service users and volunteers, who might lack the skills or access to technologies.
The report, conducted by Charity Digital included 216 people from the charity sector consisting of volunteers, chief executives and trustees.
It found that 66% of charities had struggled to implement digital technology due to a lack of digital skills from service users.
Some 82% of charities were concerned about digital exclusion, with managers and trustees among the most concerned groups.
Nine in 10 charities now use digital tools like laptops, Zoom and smartphones to provide services. This was an increase compared to 2020 when 61% of charities provided or were planning to provide services online.
Despite charities’ increased services in the digital space, more than half of charities cited digital problems reaching their beneficiaries, with smaller organisations more likely to experience such difficulties.
Challenges to accessing digital resources
Cost was highlighted as a major barrier to charities delivering or improving digital services, alongside a lack of skills and a lack of confidence.
Furthermore, some 37% of charities said a lack of suitable devices was a problem.
A survey respondent said: “We haven’t been able to access some software which we would like to use due to cost.
“We also have trouble with getting good enough laptops for the staff team due to high costs.”
The 2024 Charity Digital Skills report showed that 34% of charities had applied for grants to cover digital costs.
Some 31% of charities said technology that is inaccessible to disabled people was preventing them from making the most of digital.
Many charities found it difficult to access customer relationship management systems. They highlighted that poor internet connection and reduced ability to collaborate online also acted as challenges.
A lack of digital strategy
Some 37% of charities said they did not have a digital strategy and almost seven in 10 said they did not offer digital skills training to beneficiaries.
Digital strategy is a core part of addressing digital inclusion, and it is something too few charities prioritise, the report said.
“Digital inclusion, therefore, should be a concern to charities, both as responsible employers and organisations existing for the benefit of the public good,” the report says.
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