Needed capacities or functions - Addressing the Digital Divide
Ensure all websites are mobile-responsive to provide information to clients who use mobile devices.
Utilize technology features to send reminders or alerts to clients of important dates or deadlines in formats the client community will likely use.
Provide clients access to video-conferencing tools when needed.
For organizations working with rural populations, laptops, tablets, mobile workstations, wireless printers, and mobile hotspots may be necessary for clients to make calls and use the internet.
Important Considerations and Best PracticesThe digital divide is generally defined as the gap between individuals or communities with access to technologies (e.g., internet or digital devices) and those without. Organizations should recognize the issue of the digital divide in legal aid, as it creates significant barriers for client populations in need of legal services but lack access to necessary technology or digital skills. This baseline envisions that legal aid programs will plan for the appropriate tools or formats to best serve client populations that are particularly affected, such as rural or remote communities, and contribute to addressing the digital divide. During the COVID-19 pandemic, when courts were forced to implement online hearings, the lack of access to video conferencing technology became a significant barrier for low-income litigants. Legal aid organizations should have the capacity to create private video conferencing stations for clients to attend remote hearings, for courts that continue to hold such hearings, or if they become necessary and widespread again. Adopting new technologies to make service delivery more efficient can sometimes have the paradoxical effect of making it harder for certain populations to access legal services. For example, a push to funnel intakes through an online intake site to make intake workflows more efficient can create barriers for those without broadband internet access or with limited English proficiency. Organizations implementing new client-facing technologies should ensure that service delivery is designed with those with the least access to technology in mind. Legal aid organizations may consider stationing legal kiosks in community locations offering the public the ability to apply for civil legal aid services, access legal resources, and, in some cases, attend online meetings and remote court hearings in privacy. Information websites must be designed using a mobile-first design principle for easy access and interaction with mobile devices by providing information in smaller, simplified sections that are readable on a smartphone screen. Mobile-responsive web design is now a standard in the web development industry. Studies have shown that read and response rates on SMS text messaging are significantly higher than other platforms, including email, making this technology critical to an organization's mobile strategy. Generally, SMS should be a feature within a case management system (see Case Management System section). Useful websites, resources, and other tools |