I wonder how many times, during an ordinary day, I’m using a device or logging in to yet another site…without even thinking about it. Let’s take a quick inventory, shall we? As I’m writing this:
- Chrome (6 tabs) and Edge (7 tabs) are open
- Outlook and Teams are open and active
- 3 SharePoint files are open (in desktop version)
- Skype (yes… Skype!) is running silently in the background
- Zoom is open and at the ready
- Phone is propped next to me (and a text message just came in)
- TV in home office is streaming some background noise
- I’m sitting in the “waiting room” to be a guest on a podcast
And if (when?) the WIFI or platforms go DOWN it ruins my whole day.
We used to call this sort of stuff “first world problems” – and it still pretty much is when you think in the grander scheme of things.
BUT…with the omnipresent need for technology in ALL our daily living, within the US…right here at home…we are in danger of widening the gap between the haves and the have-nots.
A Wide Chasm
The digital divide highlights the disparity in access to information and communication technologies, with significant impacts on socioeconomic groups, geographic locations, education levels, and more. Research from The Pew Research Trust shows that millions of Americans, particularly those from low-income households and rural areas, are disproportionately affected by this divide. In 2024, an estimated 24 million Americans lacked fast internet, with many in both rural and urban areas unable to afford broadband, despite its growing necessity.
This divide – manifesting as unequal access to the internet and digital devices – leads to disparities in opportunities, information, health care, education, and participation in government and the digital – and knowledge-based economy.
The other day, while doing some grocery shopping, I used the store’s app on my phone to take advantage of in-store specials by electronically “clipping” coupons and thus applying savings at checkout (on that trip I saved $20’ish on a $100’ish tab). The lady next to me? No app – no savings – even though she had some of the same items in her cart as I did.
That’s some disparity right there. The digital divide in action due, admittedly, to unknown factors – lack of knowledge? ease of use? access to a smart phone in the first place?
Folks need to eat (and hope to do so economically) but folks also need to find and secure jobs. And that’s where we come in.
Recruiting and Hiring
Long gone are the days of wandering into an office/warehouse/store and filling out an application – although those places DO still exist!
Today, job seekers must navigate digital platforms – QR codes! Click to Apply!_ – to express their interest, and for those affected by the digital divide, applying for a job can be a significant hurdle.
Here’s a reminder – not EVERYONE works in tech. Not EVERYONE is applying to companies that have tens of thousands of employees with a sexy top-of-the-line ATS. Not EVERYONE makes top dollar: the median wage in my state is $19.87 per hour. That’s $41.330 annualized.
And, as mentioned above, socioeconomic conditions are a factor in the digital divide. As of Pew’s latest research, a large portion of lower-income adults (43% of those earning less than $30,000 annually) do not have home broadband, and many rely on smartphones as their primary way of accessing the internet.
So yes – the digital divide creates substantial barriers. These applicants are often applying for jobs using smartphones, relying on sporadic Wi-Fi at public places, or using pay-as-you-go phones. When employers require extensive online applications, log-ins, or long assessments, it further disadvantages those with limited access. Employers may believe they’re streamlining their hiring process with technology, but they may unintentionally exclude candidates who don’t have the resources or digital literacy to keep up.
Some of the most motivated and qualified individuals may be overlooked simply because they lack access to the tools/technology that are needed to even apply.
Humanizing the Process
It’s easy, for those of us sitting behind keyboards. to become disconnected from the struggles of our own applicants. We may think we’re perfecting our tech stack and workflows (automation! AI!) but sometimes we get so caught up in the tech that we forget the PEOPLE on the other side of that keyboard.
People who may be juggling multiple jobs, caring for children or family members, and trying to do everything from a smartphone while on-the-go,
This is why, before flipping a switch on our new process/workflow, we need to reflect on whether our hiring process is truly accessible:
- Are we requiring applicants to create a login (and verify) before they can even apply?
- Are we asking them to complete long assessments on a small smartphone screen for a job that pays $10 or $12 an hour?
- Are we expecting applicants to navigate complex scheduling systems to book interview slots, then penalizing them if they miss the appointment because notifications went to spam? Or they couldn’t connect with the nonsense Teams or Zoom invite we sent them?
If our systems are built to exclude people who already face challenges with digital access… aren’t we failing them when we fail to recognize the humanity behind every job seeker?
It Doesn’t Stop There
Once we’ve successfully brought candidates on board, the digital divide doesn’t disappear. In fact, it continues to play a role in critical steps like onboarding. Imagine you’ve just hired someone, and the next step involves sending them documents to sign electronically, providing information for background checks, or setting up payroll details—all online. For many, especially those with limited access, this can be a logistical nightmare.
Onboarding should be a smooth and supportive experience, but for those on the other side of the digital divide, it’s often a frustrating, overwhelming process. Employers can make onboarding more inclusive by offering alternatives such as in-person options, mailed paperwork (really!) or the ability to complete forms on-site. It’s important to provide flexibility in communication—don’t assume every new hire has consistent access to email or digital platforms. Providing multiple ways to complete each task ensures that every employee, regardless of their digital access, can fully participate and thrive.
Moving Forward
Bridging the digital divide requires more than just acknowledging its existence. As employers, we have a responsibility to design hiring processes and employee lifecycles that are inclusive and mindful of those with limited access to technology. This means rethinking our reliance on tech-heavy solutions, offering multiple application methods (in-person? the horror!!) and ensuring that every step of the process—whether it’s applying for a job, interviewing, or onboarding—can be completed by someone with minimal digital access.
The digital divide isn’t going away anytime soon, but we can mitigate its impact by being more conscious of the challenges our applicants face. By leading with empathy, we can create hiring practices that are not only efficient … but truly equitable.
