ICTlogy

The European Commission is in the process of reflecting the past, present and future of telecentres or, in general, public Internet access points (PIAP) or, even in a broader sense, e-Inclusion Intermediaries (eI2).

Amongst others, there are four important issues that are guiding this reflection:

1. What has the impact been so far.
2. How has the techno-social scenario changed since they were initially born: increasing adoption of ICTs, importance of broadband, mobile Internet, etc.
3. How has the socio-economic scenario also changed, i.e. the economic and debt crisis in Europe.
4. According to the preceding points, what should be done in the future and how, that is, how public policies to foster the Information Society should be designed in matters of universal access/usage.

In this framework, the Institute for Prospective Technological Studies (IPTS) organized an Expert Workshop on Measuring the Impact of eInclusion Intermediaries in Europe: towards an impact assessment practice?, that took place in May 3-4 in Seville, Spain, and to which I was invited to participate and to contribute with a position paper.

My position paper should verse on the future of telecentres in Europe in 2020, and it was supposed to be what I call a “grounded opinion”: grounded, because it is based on both personal/professional experience and lots of readings; opinion, because, all in all, I was asked to provide my own point of view, what would I do was I to design the policy that would deal with e-Inclusion Intermediaries.

Position paper: eInclusion Intermediaries in Europe: horizon 2020

State of the development of the Information Society

I believe that the development of the Information Society has come not to a dead end, but near a point of stagnation:

• The industry and governments are most of the time still thinking in terms of infrastructures: how much, how are they managed, what is the regulation to bind them and what is they state of usage (usually in percent of saturation).
• Users only care about a huge supply of content and services (for whatever the use) and that these run on affordable infrastructures.

This is, of course, a simplification. But a peek at what governments are measuring and what media are broadcasting gives us an idea of the tremendous bias towards the preceding aspects of the Information Society.

The problem with this scenario is that it has no future, as policies centred in infrastructures are targeting an almost non-existent problem:

• In general terms, physical access is becoming a minor issue (remember: Europe 2020). It already is, especially if we do not take into account as an indicator “households with Internet access”, but “people covered by access to Internet”.
• The former point is due, in part, because many last mile issues have been solved (e.g. with mobile Internet, e.g. with public Internet access points such as telecentres, libraries, cybercafes, schools and many other venues).
• The supply of content and services is buoyant.

The missing gap: capacity building

On the other hand, the two growing problems remain unaddressed by public policies:

• A stable share of ‘refuseniks’, that choose not to use the Internet for several reasons.
• A growing share of citizens that do need digital skills and literacies that they lack or have to acquire when and if possible.

These two gaps have two main consequences:

• An ICT sector which a shortage of supply in terms of highly qualified workers and human capital in general.
• A quality of usage of the Internet characterized by inefficacy and inefficiency, and that many find will be (already is) the core of a second digital divide, deeper that the digital divide of access and more difficult to fix because of its (human) nature.

State of the question, the missing gap and e-Inclusion Intermediaries

How do e-Inclusion Intermediaries face the state of the question and the missing gap? In my own (grounded) opinion, either they change or they will perform badly.

1. Telecentres (understood as not-for-profit and for-development-aimed) will suffer from economic resources shortage, because of the economic crisis and because of Internet penetration. Cybercafes (understood as for-profit and comercially-aimed) will suffer from social sustainability shortage, because of the economic crisis (what solutions are you providing?) and also because of Internet penetration.
2. Most e-Inclusion Intermediaries have traditionally provided or recently began to provide services related to e-skills. The problem is that those skills are becoming much more complex than simple techonological skills and, indeed, it is a set of digital literacies and capacities that is required. Are eI2 responding to that?
3. In the same train of though of literacies, what we have found in our conversion from an Industrial Society to an Information Society is that we have done quite good in learning or appropriating technologies an to applying/adapting them to our usual processes. But we have definitely failed in improving most processes and socioeconomic transformation is but a good bunch of “good practices” that we all know but cannot replicate.

A forecast/proposal for e-Inclusion Intermediaries

• The telecentre should become an eCentre, a centre that is not a physical place, but a reference resource that can actually be located in a specific location, or embeded within an organization. Telecentres should be insourced in other institutions: in a firm, in a civic centre, in a library, in a government, in an NGO…
• Complementary to the former statement, many of the telecentre functions can and should be outsourced. There is evidence that the probability of survival of a telecentre is linked to it being part of a telecentre network: share knowledge, share resources, share contents and services. Outsourcing can take the shape of a core+franchises or a flat network. But reinventing the wheel should be forbidden.
• If we believe in the insourcing/outsourcing pair, partnerships come naturally: e-Inclusion Intermediaries should complement a shared project with their added value, while other partners should be left to do the same. Partnerships with governments in the field of sheer “for development” inclusion or fostering e-government; partnerships with the private sector to leverage the expertise in the field and sell it for the sake of economic sustainability; look out for firms to be included as targets of eI2.
• Of course, purity should be abandoned: no more either telecentre or cybercafe. It’s about e-Centres and it is about to provide knowledge. The function is what matters and not the means: the function is part of the mission, the means are part of the business/operating plan.
• But the function is not fostering ICTs, the function is Inclusion. The ICT centre has to become a Centre-on-ICT-steroids. It is the community — the target — what matters, it is about supporting neighbourhoods, schools, entrepreneurs, living labs… not about supporting ICTs. But we do it with ICTs because we believe in its huge potential.

Some bibliography

Based on my own experience

Bibliography on the impact of telecentres

Telecentres, cybercafes, libraries and civic centres with Internet access… Internet public access points have evolved into much more that just places where access to online content and services is provided. There has been an evolution of public access points, and most of them have taken up a role of promoting digital and social inclusion, either directly or indirectly.

Even more important, other institutions not specifically aimed at promoting ICT usage — firms, schools, universities, governments… — have set up “ICT spaces” to help with the adoption of ICTs within their walls.

Those ICT spaces are usually run by a person or a team with a singular collection of skills: they are managers, they are computer engineers, they are social workers, they are communicators, they are educators… all at the same time.

During much of year 2011 I had the luck to be working with the Catalan Government and its Institut Català de les Qualificacions Professionals (ICQP) [Catalan Institute for professional qualifications, part of the Catalan Ministry of Education] to try and define what were the competences, skills and, very important, training required to run an ICT space.

There were five of us on the team: two of us — Isidre Bermúdez Ferran, from Fundación Esplai, a major telecentre actor in Spain, and I — provided experience on the field, while three others — Xavier Delgado Alonso, from the Catalan Institute of Social Services, and Manuela Merino Alcántara and Bru Laín i Escandell, from ICQP — provided all the methodological background.

Working sessions were really intense and what was learnt from the whole process was incredible. Now, the result of our work has been made public for public scrutiny and can now be downloaded from the ICQP website, both in Catalan and Spanish. Comments are really welcome.

Qualificació professional Dinamització de l’Espai TIC
(266 KB)

Cualificación professional Dinamización del Espacio TIC
(440 KB)

Paper Session: Meaning and ICTD

Looking Beyond ‘Information Provision’: The Importance of Being a Kiosk Operator in the Sustainable Access in Rural India (SARI) Project, Tamil Nadu, India
Janaki Srinivasan

How has changed the life of the women that operate information kiosks in India?

Information kiosks provide information on agriculture, prices, government services, etc. especially to reduce information asymmetry in the population.

• Do info kiosks actually end up providing information to everybody in a community? (IIITB, 2005)
• Does provision of information naturally improved socio-economic conditions? (Gopakumar, 2004)
• Is information provision the main role player of info kiosks in practice?

This research puts the stress on the last point.

The project focuses on information asymmetry framed as the problem and information provision as the solution. In this framework, ICTs are the tools that enable the solution.

Kiosk operators have many duties and interactions that go beyond mere service provision: interact with other operators, with elected leaders, with residents, bureaucrats, domain experts, and with the Dhan for meetings and training sessions.

At the e-Government level, the kiosk has several objectives such as information provision (schemes, procedures, records) and improving state-vilage resident interactions (transparency, efficiency).

Outcomes for kiosk operators:

• Seeing the state (and other domains) differently: awareness (schemes, procedures, techniques, who’s who), interaction (frequency, diversity, learning by doing, coping, dealing, negotiating).
• Being seen by the village differently: status in the community (“girl with the computer”, “girl for certificates”).

Discussion

Q: So, the research showed that there were a lot of unpredicted consequences/outcomes for kiosk operators, but… what happened with the intended outcomes? A: We found that they were not in conflict and, actually, they were mutually reinforced.

The Social Meaning of ICTs: Patterns of Technology Adoption and Usage in Context
Cynthia Putnam, Beth Kolko

3 rounds survey (2006, 2007, 2008) in four countries in Central Asia to compare Internet users in that region with US Internet users (using for those data from the Pew Internet Life survey).

Two methodology:

• Technology acceptance model (TAM): external variables determine perceived userfulness and ease of use, that determine attitude, intentions and effective usage.
• Diffusion of Innovations (DOI): characteristic of the technology, diffusion channels of how technology is communicated, time and social assistance. These issues define 5 characteristics of an innovation: relative advantage, complexity or ease of use, compatibility with existing values, trial-ability and observability.

Data (2008) showed that for Kyrgyzstan and Kazakhstan most of Internet users were innovators and early adopters, while in the US, at that time (PEW data for 2007) there already were many laggards now using the Internet.

Predictors were calculated with income and other variables and the resultant statistic proved to be a good predictor on who would be online in Kyrgyzstan or Kazakhstan at a specific time. Internet users share demographic similarities when compared to non-users. On the other hand, usage is also pretty similar between countries and within profiles.

Discussion

Jim Murphy states that there should be much more focus (work) on the context and in the framework where all this technology adoption if framed into.

From digital inclusion to information literacy
Chair: Brasilina Passarelli, Daisy Grisolia, Fernanda Scur, Mariana Tavernari — Escola do Futuro

Senior people, though they still use the Internet very little, the fraction of users is increasing very fast in recent years (1% in 2006, 3% in 2009).

Indeed, Internet users become very intensive users and use a broad range of online tools. On the other hand, elderly people going online become more independent and, over all, become more independent when it comes to learning about the Internet.

They use more their computers at home, use the Internet to browse about citizenship and health (which makes them different from other Interent users).

Now, the telecentre has shifted from a place where to go online to a place to gather with their peers.

So, what should be the future of this infocentre/telecentre given the new data?

Discussion

Telecentres/infocentres seem to be fighting for who’s in charge of information literacy, and they should cooperate more.

Michael Downey: Should we force things like infocentres within “ancient” structures? Why not develop something new and organic to support the use of ICTs?

More info

My own opinions on this issue can be found at:

• Social networking sites: a window to the community
• Inclusion in the Network Society: the role of telecentres
• Public Internet Access Points: impact vs. sustainability

RE-ACT: Social REpresentations of Community Multimedia Centres and ACTion for Improvement
Sara Vannini

Telecentres should fulfil the communication and information needs of the communities where they are located.

Some research states that sometimes telecentres do not work, but there’s increasing evidence that the reason might be of a cultural or social nature, thus not directly related with the telecentre and the technology it provides, but its usage, the context.

Social representation: social psychological phenomena can only be understood if they are seen as being embedded in the socio-cultural context. The function of a social representation is to establish how people interpret their world, and to enable people to communicate with the other members of the community.

Actions for improvement:

• The use of mobile phones as an instrument of empowerment.
• The use of ICTs to develop cultural content that reflect the nature and the vision of local communities.
• Make this content available for visitors, offering chances for cultural exchange and understanding.

Discussion

Matti Tedre raises the point of telecentre vs. Internet café, and public/universal access vs. profit and sustainability. I would like to bring back a previous writing of mine: Public Internet Access Points: impact vs. sustainability.

Citizens’ Understanding and Definitions of Democracy during Internet Campaigns
Amara Thiha

Authoritarian states usually moraliza and define democracy in their own particular way. Why moralized? Intentions to practice and implement democracy collide with some interpretations of the third way of democratization / of liberal democracy. How do authoritarian states take up the web 2.0 and politics 2.0?

The research consists on the comparison of three authoritarian states: Myanmar (dictatorship), Iran (multy-party authoritarian state) and China (single party authoritarian state). A case is developed analysing the political blogosphere.

Web crawling analysis provided data to perform both quantitative and qualitative analysis. Ethnography also provided a good qualitative insight.

Discussion

Matti Tedre: is the blogging community representative of the whole population?

Mazhar Ali: how do you define an authoritarian regime? A: there are objective/established definitions that take into account the number of parties, the political freedom and citizen rights, etc.

Vanessa Frías: how are data extracted? A: some blogs are read, all of them are treated with text analysis tools. Vanessa Frías: natural language processing is a methodology.

Ismael Peña-López: did you include in your sample pro-government (i.e. hired by the government) bloggers? A: yes, definitely.

Online networking for Development: an exploration of Projecthonduras.com
Sharon Mc Lennan

Projecthonduras.com aims at gathering Honduras available human capital by means of ICTs, aims at harnessing resources and knowledges across international boundaries.

Notes from Asian Telecentre Forum 2009 / eAsia 2009 held in the BMICH, Colombo, Sri Lanka, on December 2-4th, 2009. More notes on this event: easia2009.

Plenary Session, Track 2 (pt.1)

Telecentre for a digital divergence era
Florencio Ceballos, telecentre.org

More and more mobiles in people’s hands, many of them in developing countries. 4.6 billion estimated by end of 2009. Thus, we might be facing not a digital divide, but a digital divergence: it’s not that people do not have access to ICTs, but that they have access to different qualities of ICTs. Difference between full access to the Knowledge Economy to restricted access to the Knowledge Economy.

Telecentres are a way to share enhanced access to the Knowledge Economy. But not only they provide access, but also skills, etc.

Why shared access? Well, not that new:

• Public transportation
• Shared bycicles in many cities in the world
• Access to water through fountains at streets
• Public libraires

Ownership, thus, is not the issue, but access to knowledge. And telecentres are the “sherpas” that facilitate this access to people.

Though sustainability is quite often raised as an issue, in fact, many times is lack of investment what strangles the viability of certain telecentres. With the appropriate investment, more (business) opportinities come at hand.

And public access is not at all a “solution for very poor countries”. Germany, Sweden, Spain, UK, etc. are amongst the countries that have a more developed (in quantity and quality) network of telecentes.

But of course, telecentres have to evolve. Some are using telecentres to access higher education courses, others to bring microcredit to rural areas…

The impact of the Cloud on Public Sector
Bash Badawi, Microsoft Public Sector APAC

The cloud:

• software as a service,
• data as a service,
• platform as a service,
• infrastructure as a service,
• everything as a service.

It lowers the entrance costs to ITs, forces integration.

On the other hand, it’s fully scalable and you don’t even have to care about predicting how much usage, computing power, storage, etc. you will be needing. It’s just a pay-as-you-go.

Building a Smarter Planet: Government
Kevin North, IBM Asia Pacific Public Sector Business

We now have the aility to measure the condition of almost anything: e.g. with RFID cards we can constantl monitor the temperature of each and every cow in our herd.

The imperative for government today:

• Deliver value
• Exploit opportunities
• Act with speed

The road to outsourcing:

• Staff augmentation
• Out-tasking
• Co-sourcing
• Portfolio outsourcing
• Outsourcing

Q&A

Comment by attendant: India is increasing the number of mobile phones by 18,000,000 monthly, thrice the population of Finland.