1. Flow Chart ICT Actors Citizens Communities Voluntary Business Government Policy Implementation Exclusion Agendas Issues Policy Priorities

2. Exclusion Agendas Disability Isolation Age Geographic isolation Sensory ESL / Ethinic Minority Motor Cognitive Poverty Lack of Community Coherence Fear Linguistic Isolation Cultural Isolation N/S Divide Gender Unemployment Lack of Skills Social Isolation Urban Rural

3. Issues Accessibility Opening Hours Availability (busy/ overbooked) Location Usability Engagement Peer Support Network Language Knowledge/ skills Access Habits Interfaces Culture of non-involvement Design Disinterest Mistrust Cost Jargon Quality of Experience User self- Definition (“it doesn’t apply to me”) Incentives Practical applications vs. theoretical benefits

4. Policy Priorities Transport AND Connectivity Building Sustainable Communities VirtualPhysical Inclusive Design Education Broadband

5. Policy Implementation LAW Initiatives Enabling Technologies - ICT Agents Voluntary Communities Business Government Citizens National Local Regional Acts Directive DDA

6. ICT - Tackling Social Exclusion Assessment Tools Measuring Monitoring Mapping Integrated Data sets Enabling Solutions Existing Solutions Accessibility Audits Hardware Software New means of access Scaled roll-out Of best practice Bulk Automation Can release resources Personalised interfaces Accessibility Settings Ability to control one’s environment gives independence Measuring opportunity costs

7. ICT – Creating New Forms of Exclusion Technology Embeds Existing problems Top 3 internet uses: Porn, Gaming, Gambling “unpurposeful” activities reinforce skills gap Supply Inadequacies Economic Pressures Poor Retail after-care Well-hidden accessibility settings Poor design Counter- intuitive operation Poor or absent operating instructions Poor or absent supplier support Critical Mass Paradox When everyone gets online, those who don’t / can’t are truly excluded Disintermediation Paradox Govt’s ability to identify & measure exclusion is increasing but ability to intervene & ameloriate is diminishing as services are increasingly delivered by intermediaries Perception that people, not ICT, should be adaptive Health effects –eg RSI Bad Advice Focus is on intermediaries not end-user Sustainability Accessibility viewed as add-on, not integral Delivery mechanisms & interfaces focused around those least in need, not on target client groups