Promoting the communication participation of vision impaired persons via digital inclusion: the role of a mobile network operator's processes

This study aims to determine how the processes of a mobile network operator (MNO) promote or hinder the digital inclusion of vision impaired persons in South Africa. It draws on the Diffusion of Innovation (DOI) theory and concepts in Inclusive Design, as well as the Social Model of Disability. Viewing the Diffusion of Innovation theory through a social model lens highlights critical gaps and enables the development of a framework for digital inclusion, making a significant contribution in the field accessible ICTs for persons with disabilities. A single case study with an embedded unit is used to identify and describe an MNO's processes in terms of whether they promote or hinder digital inclusion. The study includes documentary sources, semi-structured interviews with MNO management, and focus groups with vision impaired consumers. Findings are presented under two themes, namely ‘inclusive culture' and ‘inclusive design'. The first theme proposes five processes that MNOs should implement to promote an inclusive culture. Firstly, MNOs must frame disability inclusion as a commercial opportunity and not as charity. Secondly, MNOs should distinguish between an integration and an inclusion approach in their processes. Thirdly, top management should display personal leadership when supporting disability inclusion. Fourthly, MNOs must recognise the role played by disability employment in promoting broader consumer inclusion. Fifthly, MNOs must adopt a purpose-led approach to ensure that staff render empathetic customer service. The second theme outlines five key considerations when implementing inclusive design for promoting digital inclusion. Firstly, reliable connectivity and accessible devices are key to digital inclusion. Secondly, affordability is a barrier to digital inclusion for many vision impaired South Africans. Thirdly, vision impaired persons should be viewed as a viable consumer group. Fourthly, education and marketing are essential for raising awareness about accessible technology and services among both MNO staff and the public. Fifthly, promoting digital literacy enables vision impaired persons to use technology optimally. This study proposes that MNOs implement processes that embed inclusion and inclusive design into their culture in order to meet the needs of vision impaired persons. This will ensure that vision impaired consumers not only become part of a connected society, but are also able to participate in it. Keywords: mobile network operators; digital inclusion; processes; vision/visually impaired; accessibility; Global South, information communication technology.

Grantor

Department of Construction Economics and Management

Year dc:date.issued

2021

Author dc:creator

• Smit, Karen

Advisors dc:contributor.advisor

• Lorenzo, Theresa
• Kathard, Harsha
• Goggin, Gerard

• construction economics

Handle dc:identifier.uri

http://hdl.handle.net/11427/36075

OAI identifier oai:identifier

oai:open.uct.ac.za:11427/36075