The paper draws on a case study research carried with telecentre users in Mexico through inteviews with users, operators and a focus group. To classify the information, they use and interesting framewokr (digital literacy framework) developed by Esthet-Alkalai in 2004 which is also part of this literature reviews. Main findings are related to the lack of awareness of the users regarding their needs, for example, how they evaluate the quality of content and their difficulties to find relevant information when needed. Some solutions are suggested, such as build an easier user interface to help users find information and use the computer, and invest in telecentre trainning. Th article presents some interesting reflections on the use of chat (people might refrain from accepting its use, or this could be discouraged by the operator), the role of the operator itself (as for people might be sometimes afraid or not confortable to ask for his help in order to accomplish some kinds of tasks), and finally the age divide, which, according to their perspective, is probably more agravate among low-income population, since it is related to literacy and needs (and the relevance of using the computer is not something usually addresse in digital inclusion strategies).
Huerta, E. & Sandoval-Almazán, R., 2007. Digital literacy: Problems faced by telecenter users in Mexico. Inf. Technol. Dev., 13(3), 217-232.
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