Digital Inclusion Vs Digital Divide in Library Services

Across the world, library digital services are transforming how communities connect, learn, and access information. Free Wi-Fi, self-service tablets, eBooks, and online platforms are now central to modern library experiences.

But there’s one question we don’t ask enough: Who’s missing from the digital experience?

The truth is, the digital divide isn’t always loud. Sometimes, it’s the silence that says the most: when seniors don’t return for tech workshops, when migrant families avoid the computer lab, or when job seekers quietly give up because the process is too confusing.

The Digital Divide Has Changed

When we think about digital inequality, we often picture a lack of internet or devices. But some problems aren’t easy to spot:

• Low digital literacy: not knowing how to open, use, and navigate an app or download a file.
• Language barriers: most tools and instructions are available only in English or one additional language.
• Fear of judgment: some users hesitate to ask for help.
• Hard-to-use tools: when the tools are complicated without clear instructions, many people give up.

Providing access isn’t enough. If people feel overwhelmed, unsupported, or excluded, they simply won’t engage.

Who’s Being Left Out?

Inclusive library digital services begin with understanding who isn’t participating and why.

Seniors

Older adults often avoid digital services that feel complicated or just because they’ve never used a touchscreen device before. Therefore, if digital tools in your library aren’t simple and clearly explained, many will silently opt out.

Immigrant and Refugee Families

Language barriers often stop entire families from using library digital services. If instructions or forms aren’t in their language, the tools feel off-limits or useless even if they’re right in front of them, especially if they don’t know help is available or feel too shy to ask.

Job Seekers and Low-Income Patrons

Some people only get online when they come to the library. That means that easy access to shared devices like public tablets and computers is really important, and every click matters. If there are no free devices, it’s hard to borrow one, or run into a tech issue, they might miss out on something important. When there’s not much help available, the stress can make them give up.

What Real Inclusion Looks Like

True digital inclusion is about more than access. It’s about helping people feel confident and safe using digital tools.

That means designing library digital services with all users in mind, from first-time users to multilingual families.

Here are a few ways to make inclusion part of everyday service:

• Use plain language on screens, signs, and instructions. Avoid tech jargon and keep it simple.
• Offer materials in multiple languages, not just brochures, but instructions on devices, web interfaces, and help guides.
• Provide self-service or easy lending procedures for shared devices. A combination of desktop computers along with shared tablets that can be accessed or borrowed with a library card just like a book is an efficient, easy and familiar lending procedure.
• Include visual aids like icons or step-by-step images to support people with limited reading or digital skills.
• Create safe spaces to ask questions, such as informal tech help sessions, peer tutoring programs, or “quiet hours” for one-on-one support.
• Gather feedback regularly, especially from groups who may be left out. Ask what’s working and what isn’t, then adapt.

One Tool, Many Benefits

This is where a smart, managed solution like Hublet makes a difference. Hublet Tablets are designed for shared use in public spaces, with features that support both users and staff:

• Multilingual and easy-to-use interfaces that are more accessible than standard tablets
• Can be used as a tool for instructions, like guiding users through other digital services or library resources
• A flexible way to share trusted community information, such as resources for LGBTIQA+ visitors, newcomers to the country, or local support services
• Self-service tablet lending and centralised management, saving staff time on setup, lending and returning of devices, maintenance and updates
• Automatic data wipe after each use, protecting user privacy without manual resets
• Ready-to-use charging and docking stations, so staff don’t have to track or prepare devices manually

They fit right into your library digital services strategy—without adding stress.

Build a Library Where Everyone Belongs

If we don’t notice who isn’t showing up, we risk excluding entire communities. Library digital services should be a bridge, not a barrier.

The question isn’t whether your library offers digital tools.
It’s whether those tools are built for everyone to use confidently.

Let’s design services for the people we don’t see—yet. Because true digital inclusion means nobody gets left behind.