The challenge of e-participation in the digital city: Exploring generational influences among community telecentre users

Abstract

A primary challenge for the development of e-government and the digital city is participation by low-income, older and technology-challenged citizens. This paper reports on the role of inter-generational interactions in community telecentres in facilitating low-income, older and technology-challenged citizens in gaining access and using digital city infrastructure. Our research also finds that virtual communities are playing a role in supporting e-participation among older, technology-challenged citizens. We examine the influence and interaction of members of offline communities, who use telecentres, on virtual community participation. These communities and telecentres can provide support for the provision of e-services and the development of the digital city. We explore these issues based on empirical field research in community-based telecentres in a developing country. Inter-generational interactions are explored through an analysis using social networks, social identity and social representations theories.

Introduction

As countries work towards implementing e-government initiatives and developing digital cities, there is an increasing focus on access, usage and e-participation at the community level. The term ‘e-participation’ is used in this paper with a wider meaning, and involves the use of information and communication technologies (ICTs) for supporting communication and interaction of individuals with other individuals, communities, and public authorities. This reflects the objectives of e-participation to support and enhance participation of a wider audience (Loukis et al., 2009, Macintosh, 2004, OECD and Organisation for Economic Co-operation and Development, 2003). One of the challenges to the development of e-participation is the inclusion of low-income, older and technology-challenged citizens. Awareness and usage of information and communication technologies are important in helping to facilitate social and digital inclusion among older citizens (Morris, 2007, Olphert et al., 2005). Proponents of e-government and digital city initiatives are recognizing that concerted efforts must be made to overcome the digital divide if all citizens are to have the opportunity of participation (Barzilai-Nahon and Scholl, 2007, Odendaal, 2006). In conceptualizing digital cities, e-participation and various forms of community networks are critical elements in the realization of the digital city (Day, 2002, Ishida, 2002). The challenges of accessibility, usage and low literacy levels within different groups of society must be addressed if the digital city is to be successful (Loukis et al., 2009, Scholl et al., 2009). e-Participation is the basis by which citizens will interact, share information, discuss issues and help formulate policy in digital cities (Barzilai-Nahon and Scholl, 2007). The success of telecentres in providing access to digital culture (internet, e-commerce, virtual communities, etc.) to a wide cross section of society could be instructive in designing modalities of interaction in digital cities (Kumar and Best, 2006). Given the imperative of e-participation in the digital city, more research on how various ICTs can support citizen participation in the digital city is needed (Loukis et al., 2007). Investigations of the different modalities of e-participation could help in developing a knowledge base about strategies to improve e-participation (Phang and Kankanhalli, 2007, Tambouris et al., 2007). A range of mechanisms for e-participation have been suggested such as virtual communities and telecentres (Maciel et al., 2009, Gurstein, 2003, Ridings et al., 2002). Virtual communities are viewed as modalities to facilitate dialogue between citizens and government (Maciel et al., 2009, OECD and Organisation for Economic Co-operation and Development, 2003), and to promote e-government, e-participation and e-democracy. However there may be issues or barriers that inhibit low-income, older or technology-challenged persons participating in virtual communities (Komito, 2007).

Primary access points to the Internet in developing countries and in low income areas in developed countries are telecentres (Colle, 2000, Middleton, 2003). Telecentres exist in a variety of forms, such as, community access points, community technology centres, cybercentres and community multimedia centres (Gurstein 2003). They are typically hosted by community-based organizations and used by local residents. While telecentres play a unique role in facilitating digital and social inclusion in the information society they face many challenges (Ferlander and Timms, 2006). Some of these challenges are finding appropriate mechanisms for knowledge and information sharing, social interaction, collaboration, and e-government or business-related telecentre use by the local community (Colle, 2000, Qureshi et al., 2007). Knowledge on the various ways of improving access to the Internet and digital city is still emerging and more research is needed (Bailey and Ngwenyama, 2009, Gomez et al., 2009, Middleton, 2003). There is growing acknowledgment that if we are to achieve universal access in the digital city more research is needed to understand the needs of older persons’ and members of excluded groups for support in understanding and using ICTs (Foth and Podkalicka, 2007, Morris, 2007, Sourbati, 2009, White and Weatherall, 2000). Research is needed on a range of issues, such as attitudes, e-literacy, user experience, interface design, and social support in the use of ICT in our emerging digital culture (Aula, 2005, Hernandez-Encuentra et al., 2009, Godfrey and Johnson, 2009, Morris, 2007, Selwyn, 2005).

This paper focuses on the role that inter-generational interactions in telecentres play in facilitating participation of older adults in low income communities. The paper aims to contribute to knowledge on e-participation in the digital city via an exploration of how inter-generational interactions in the use of ICTs enable older adults to achieve better access to ICTs. We are specifically interested in understanding how ‘collective use practices’ and inter-generational interaction in Internet use can contribute to a higher level of inclusion of older adults in digital culture. Specifically we want to know: What is the influence of social interactions among different generations of telecentre users on virtual community participation? We explore this question via field studies of social interactions in four telecentres in low income communities in Jamaica.

The remainder of the paper is organized as follows. First, we review the literature relating to e-participation, virtual communities and telecentres, followed by a description of the research method and context. Empirical observations are then presented, and the findings are discussed highlighting themes which have emerged from the research. The conclusions are presented in the final section of the paper.