New guide helps organisations tackle digital exclusion 

Published on: 08 Sep 2026

Public Health Wales has published a practical new guide to help organisations better understand and support people who are digitally excluded. 

The guide, Working with Digitally Excluded Communities: Practical Pathways to Action and Impact, brings together research evidence and insights from people working directly with communities in Wales and beyond. It offers practical advice for identifying barriers, tailoring support and measuring the difference digital inclusion activity makes. 

Digital technology is now central to accessing health information and services, public services, education, employment and staying connected. But for some people, barriers such as affordability, unreliable internet access, poor accessibility, limited confidence, language needs or concerns about online safety can make it difficult to take part in everyday digital life. 

The guide highlights that effective support goes beyond providing a device or internet connection. People may also need help to build skills and confidence, use technology safely, and complete tasks that matter to them, including booking appointments, ordering prescriptions, managing money or keeping in touch with family and friends. 

The guide is informed by an NIHR-funded study, including an evidence review and conversations with 21 practitioners from local authorities, community organisations, housing associations, academia and NHS partners. It is accompanied by an infographic and four practitioner personas. 

Digital inclusion can strengthen confidence, independence, wellbeing and social connection, helping to reduce health inequalities. 

Dr Diana Bright, Public Health Evaluation Lead at Public Health Wales, said:  “Digital exclusion can affect people’s ability to access services, manage their health, stay connected with others and take part in everyday life. 

“This project brings together research evidence with the experience of people working alongside communities, helping us better understand the barriers people face and the support that can make a practical difference. 

“The resources have been developed with stakeholders to give organisations a useful starting point for action. We hope practitioners, community organisations and public services will use and share them to recognise barriers, tailor support to local needs and understand the impact of their work.”