Lending a visible hand

Abstract

This paper describes the role of infomediaries, a particular function of public access computing (PAC) services that extend the reach of information and communication technologies (ICT) in developing countries. Infomediaries help PAC users and other members of the community meet their information needs through formal or informal training, support and service activities that result in better direct or indirect use of ICT resources. Infomediaries help foster digital inclusion and bridge gaps such as illiteracy, limited physical access to a venue, insufficient technology-operation skills, and income constraints. We discuss findings of an in-depth study of PAC in Colombia, South America, conducted by University of Washington researchers and local partners. Combining qualitative and quantitative research methods, we analyze the role of infomediaries in three types of PAC venues: libraries, telecenters and cybercafés. Infomediaries in PAC venues contribute to human development by enabling easier access to (1) information on education, health, government services and other social needs in the community (Social Impact); (2) information about jobs, employment, business opportunities, and agricultural resources (Economic Impact); and (3) information and communication resources to strengthen personal relationships and sense of belonging to a local and global community (Community Impact). This research sheds new light on the importance of the role of formal and informal infomediaries to strengthen the contribution of PAC to human development.