A Digital Society for All: A complicated endeavour

Runardotter, Mari Chronéer, Diana

Department of Computer Science, Electrical and Space Department of Computer Science, Electrical and Space
Engineering, Luleå University of Technology, Luleå, Engineering, Luleå University of Technology, Luleå,
Sweden Sweden
[email protected] [email protected]

Lindberg, Johanna Ståhlbröst, Anna

Department of Computer Science, Electrical and Space Department of Computer Science, Electrical and Space
Engineering, Luleå University of Technology, Luleå, Engineering, Luleå University of Technology, Luleå,
Sweden Sweden
[email protected] [email protected]

ABSTRACT artificial intelligence. Hence, the ongoing digital transformation

This paper explores digital participation for citizens in rural areas can be seen as characterized by the integration of advanced tech-
and presents the views from people that in some way are work- nologies with physical, social and digital systems, by creating smart
ing with digital transformation. It build on data gathered during a products and services [2, 3] , and by implementing innovative busi-
workshop, together with an interview with an employee working ness models and processes [4, 5] . Digital transformation is however,
with digital support to citizens. We apply a critical approach, argu- a blurry concept, as observed by Morakanyane et al. [6] , whom
ing that if the digital society should embrace all, there are efforts based on a literature review came up with a definition of digital
needed. Our informants’ witness of many shortcomings and chal- transformation as being “an evolutionary process that leverages
lenges for digital participation for all to come true, but also provide digital capabilities and technologies to enable business models, op-
ideas and ways forward. erational processes and customer experiences to create value” [6, p.
437] . In most cases, digital transformation is primarily associated
KEYWORDS with societal and organizational growth, with production and manu-
facturing and with an increased effectiveness of the business world,
Digital participation, digital transformation, digital inclusion
hence it includes a strong emphasis on organizations and business
ACM Reference Format: [7–10] .
Runardotter, Mari, Chronéer, Diana, Lindberg, Johanna, and Ståhlbröst, One driver for digital transformation stems from organizations
Anna. 2020. A Digital Society for All: A complicated endeavour. In Proceed- trying to keep up with the advancements and the possibilities that
ings of the 11th Nordic Conference on Human-Computer Interaction: Shaping
ICT brings along, but in which technology is merely one part. Dig-
Experiences, Shaping Society (NordiCHI ’20), October 25–29, 2020, Tallinn, Es-
ital transformation requires organizations to redesign or rethink
tonia. ACM, New York, NY, USA, 10 pages. https://doi.org/10.1145/3419249.
3421241 strategies [11, 12] , business models [13] , structures [14] , processes
[15] , and culture [16] , in order to develop the capability to find
new ways for value creation [17] . So, to succeed with the digital
1 INTRODUCTION
transformation it is important for all types of organizations to stim-
Around the globe, there is a huge growth and attention to the digital ulate the shift in mind-sets among employees, among leaders and at
transformation and the digitalization of society. This is also visi- organization levels, indicating that people are crucial for successful
ble in Europe where the European Commission [1] regards digital digital transformation [8, 18–20] . But the digital transformation is
transformation to be an ‘enormous growth potential’ for European not without its challenges and there is extensive research showing
industries, businesses and society. Thus, the Commission argue that companies struggle to transform their businesses, mostly by
that it is vital to seize the opportunities these technologies bring technological initiatives, e.g. by using multi-sided platforms [21] ,
along to keep up with the product and service markets of the fu- data analytics [22] , and cloud-based solutions [23] .
ture. Currently, the digitalization is driven by technologies such Hence, presently digital transformation has mainly been re-
as Quantum Computing, Internet of Things, data analytics, smart searched from an organizational point of view [6, 24] , down play-
manufacturing, robotics, 3D printing, blockchain technologies and ing those affected (end-users, customers, clients or citizens) by the
digitalisation. Likewise, little attention has been paid on the end-
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to manage in their complex structure of government institutions,
to post on servers or to redistribute to lists, requires prior specific permission and/or a and co-evolution of interactions between the actors of different
fee. Request permissions from [email protected]. organizations and integration of resources [26] . The digital trans-
NordiCHI ’20, October 25–29, 2020, Tallinn, Estonia
© 2020 Association for Computing Machinery.
formation cannot easily be isolated and limited to one organization
ACM ISBN 978-1-4503-7579-5/20/10. . . $15.00 or as a driver merely for the business landscape, rather it should be
https://doi.org/10.1145/3419249.3421241
NordiCHI ’20, October 25–29, 2020, Tallinn, Estonia Mari Runardotter et al.

viewed as an all-encompassing trend that takes place everywhere Differently expressed: “the pervasiveness of digital processes in
around us. This can for instance be seen in the current growth of contemporary society, and as ICTs become an integral, sometimes
smart cities where digitalization is moving out from organizational invisible, aspect of rural life, rural scholars are increasingly obliged
boundaries into our physical environment of e.g. buildings, street- to consider digital divides and rural technologies” [34] .
lights and transport systems in the city [27] . We can therefore In this paper, we present the views from professionals in the
observe that the immense spread of intelligent, autonomous digital northern part of Sweden, working with digital transformation as
technologies has a huge impact in society, which includes humans, part of their everyday work task. We intend to reveal, and challenge
i.e. citizens [28] since the digital transformation is currently pushed prevailing beliefs and social practices related to digital transforma-
forward by technologies, organizations, people and politics in a tion in rural areas. Contributing to the call for a broader picture
complex interwoven net, which will transformation the society as of digital transformation, our aim is to explore different aspects of
a whole. digital participation with the objective to emancipate individual
On the basis of the limited scope on digital transformation which citizens and improve the digital society.
to date is mainly focusing on organizations, Vial [10] calls for a The reminder of this paper is structured as follows, in section 2
more comprehensive and nuanced understanding is needed and we describe digital participation with emphasis on the situation in
suggests that digital transformation should be analysed from sev- rural areas. Then we describe our methodology in section 3, together
eral levels, of which the individuals in organizations and firms with the context for our study. Section 4 provide the empirical
constitute one of these levels. We argue that citizens should be one results, which are discussed in section 5. The paper ends with our
of the groups that we should pay more attention to, since digital conclusions and suggestions for further research.
transformation affects us all and requires adoption by all, at least to
some extent. In a society where technologies spread and permeate 2 ADDRESSING DIGITAL PARTICIPATION
‘everything’ these technologies will affect individuals immensely,
and alter work practices, shopping, relations and social interac-
WITH THE CITIZENS IN RURAL AREAS IN
tions or simply put, how individuals lives their life. As such, digital MIND
transformation is ultimately a question of equal possibilities for all Descriptions of where it differs between urban and rural areas
[29] . Hence, we argue that a definition of digital transformation in a country provide a picture of differences when it comes to
of society needs to extend to embrace citizens, since the effects of quality of the data infrastructure; rural areas are less connected and
digital transformation ultimately reaches them. Furthermore, we faster internet technologies are more expensive to rural households
reason that it is important to pose the questions – technologies for and businesses than those in urban areas [35] . In addition, rural
what and for whom? For what purposes? It is all about what future citizens have less options in choosing broadband provider and
we wish to shape [30] . We also argue that digital transformation is finally, rural areas in average show lower levels of education and
a complex phenomenon that needs to be explored in depth from skills, that is, besides the technological aspects, rural areas need
individuals’ perspectives since digital technologies have a profound digital competence [35] . Also, rural areas are struggling with a
impact on the behaviour [31] . There is lack of awareness of how the growing ageing population, who has limited abilities to access
technology works and affects us, even among citizens competent and use the internet and online services, and this in combination
in using digital technologies [32] . In addition, most research on with the current centralization of services to urban areas pose
digital inequalities has favoured urban studies, i.e. contexts with specific challenges in rural areas [36] . Research addressing the
good and updated infrastructure [33] , hence ignoring people living rural perspectives on digital challenges is scarce [37] , and research
outside urban areas with less access to broadband, digital services on rural digital transformation has for some time now, showed two
and the digital society. major research strands. One focused on connectivity and issues
Hence, when it comes to digital transformation the focus on such as deployment costs and economic impact, above all from
organizations and urban contexts is apparent, leaving rural areas an urban view of markets. The other on inclusion where issues
and citizens perspectives unattended. This is often referred to as such as diffusion, skills, cultural differences and attitudes towards
the digital divide, and is not only related to the issue of connec- ICTs are addressed, mainly from a people’s perspective [33, 38] .
tivity as such, but also to the quality of the connectivity, which Expressed otherwise, digital exclusion can be either technology,
fuels the divide between urban and rural contexts. Our proposition place or person related. But, when digital transformation of rural
is that citizens are relatively power less when it comes to digi- areas is described mainly as a connectivity problem, there is a
tal transformation. There are numerous situations where citizens misalignment between the policies on digital inclusion for all and
have no choice but to use digital tools and technologies in their the availability to internet and online services, and of broadband
every-day life. For instance, banks offering digital services only, services [34, 38, 39] . Roberts et al. [34] argue that the discussion
the Swedish Public Employment Service closing their physical of- of the digital divide happens in relation to factors such as socio-
fices and services, the medical journal is found online, shops (in economic, education, behaviour, generation and disability. Räisänen
best case) accepting credit cards only, parking lots requiring smart & Tuovinen [35] observe that to reduce the digital divide requires
phones, travelling agencies only being available online, terminat- consideration of three factors: technological, economic and human.
ing of the printed telephone directory, etc. This affect all citizens, Salemink et al. [38] argue that there has been a shift, and the debate
whether living in cities or in rural areas, nonetheless, we argue has moved from having/not having access to the technologies, to
that the consequences become more severe in rural areas, due to degree of usage and usage patterns. Thus, it has been argued that
long distances, inferior internet access and broadband connectivity. the first level digital divides use and non-use, which is related to
A Digital Society for All: A complicated endeavour NordiCHI ’20, October 25–29, 2020, Tallinn, Estonia

cost and access, are replaced with the second-level divides interest capabilities and opportunities, and not until then can humans de-
and skills [33, 40] . velop their own desired route in the digital society, they are digitally
Improving connectivity has a positive impact also on adoption effective. How effective (or active) a citizen is can be expressed as
of ICTs and social interaction [39] , which indicates the urge to a formula: digital capabilities – digital limitations = digital effec-
stick to these efforts around digital infrastructures. It is of course tiveness. Digital limitations relate to access (e.g. social exclusion,
an important factor, without connectivity technologies no internet. lack of internet access/bandwidth, obsolete hardware/software etc.),
But Grimes [41] means that the optimistic approach in EU-policy cognition (e.g. incomplete formal education, lack of digital literacy,
making in the late 90s, that “geography means less and less”, has lack of interest in information processing and problem solving,
had a very negative effect on rural digital economy, and some claim computer anxiety etc.) and behaviour, or how the individual uses
that people living in rural areas “pay a price” for their choice of ICTs (e.g. technophobia, techno addiction, etc.) [42] .
living [38] . Moreover, as Philip & Williams [33] note, the type of In addition we need to pay attention to gender differences, overall
connectivity gap will change as technology changes, e.g. moving more men than women are knowledgeable in and use ICTs, the
from a question of access to technologies, to the quality of these gender gaps in the EU are significant and stable and persist even
technologies, as next generation broadband supports speed and among young people as well as among highly educated groups [44] .
reliable connections. Hodge et al. [36] notices that older women are less likely than older
For a citizen to be active in the digital society requires that men to use the internet, and those aged 75+ years are less likely
the individual have access, cognitive potentials to use ICTs and than those in age between 60-75 years. Also, people living alone
that s/he uses ICT in a sensible and thoughtful way [42] . Non- are less likely compared to people living in families, and finally,
users of ICTs are often found among people who are disadvantaged people with disabilities are less likely to use the internet than those
economically, socially or through personal wellbeing [43] . In a without.
study from Sweden and Britain, Helsper & Reisdorf [40] found According to Hanna [7] should those concerned with digital
that non-users are “increasingly older, less educated, more likely to transformation (policy makers, strategists) among other identify
be unemployed, disabled and socially isolated” but also that there the variety of human resources required for smart economy and
are people who express lack of interest in the internet. Moreover, inclusive information society, the sources of education, training,
being digitally excluded puts them in a situation where the barriers and talent pools that can be mobilized and the necessary steps for
for inclusion increases, there is an emergent “digital underclass” to develop a coherent human resource strategy for digital transfor-
whose possibilities to become included gets harder and harder [40] mation. Although Hanna [7] primarily addresses organizations and
. The challenge is thus how to engage with those citizens that are businesses, we argue that this is valid also for society in general;
hardest to reach [39] . However, there are calls for questioning public policies should be developed to mitigate the risks of accel-
this conventional image of the older internet ‘non-user’ since older erating skill obsolescence, digital exclusion and digital inequality,
people increasingly come across internet technologies and training thus they should absolutely involve all, also rural areas.
opportunities. Also, the generations used to internet technologies
and having more advanced internet skills grows older and will
sooner or later be 75+, something that have led to calls for constant 3 METHODOLOGY
re-evaluation of who the ‘pro-nets’ versus the ‘non-nets’ actually In this paper, we apply a critical approach to explore digital trans-
are, how different groups takes part in the digital world, and what formation and digital participation for citizens, and accordingly
prevents them from participate [36] . turn to critical theories for discussion of these phenomena [45]
•Barriers to internet adoption are found in a range, from the . Critical research frequently demonstrate an emancipatory aim,
provision of infrastructure to factors such as age, education, in- and as such “Critical IS researchers produce knowledge with the
come, experience, perception of benefits etc. [33, 36, 37, 39] . More aim of revealing and explaining how information systems are
specifically, barriers are: (mis)used to enhance control, domination and oppression, and
•lack of basic computing and internet literacy skills; thereby to inform and inspire transformative social practices that
•lack of confidence in people’s own ability to learn those skills; realize the liberating and emancipatory potential of information
•lack of access to adequate training and learning environments systems” [46, p. 19] ). As such, critical research is not solely de-
which target the specific needs of older people; scriptive but aims to be eye opening and bring along changes
•fear of fast-changing technologies and the need to constantly [47–49] .
re-learn skills; Digital transformation is about power where those who know
•lack of regular access to computers or the internet due to pro- the technologies have power, and those who do not are without. To
hibitive costs; balance the power relations, it is imperative to communicate and lis-
•persistent concerns about online privacy and safety issues; ten to different stakeholders involved in the digital transformation.
•fears about embarrassing oneself in front of others; Communication is the foundation for a shared and mutual under-
•physical constraints related to mobility, visual impairment, fine standing [50] essential for self-understanding as well as societal
motor skills, or mental limitations; and a understanding. In times of digital transformation, it is important
•perceived lack of time [36] . to understand potential social impacts of technology implemen-
Porto Bellini [42] argues that the human-ICT relationship devel- tation hence, we need to invite different voices and facilitate the
ops in three steps and starts with individuals being included in the communication process in diverse ways. When developing innova-
digital society. Next step is to ensure the equalization of their digital tive digital solutions, it is important to reflect on how to facilitate
NordiCHI ’20, October 25–29, 2020, Tallinn, Estonia Mari Runardotter et al.

the communication process where professionals and/ or experts that digital transformation with its technological focus very likely
interact with citizens who often lack expertise. It is also important will increase the gap between those who master the technology and
to reflect on how drivers of digital transformation listen to the those who do not, we are in need of approaches, methods, tools and
‘voice in the crack’ [51] , i.e., the critical voices raised, the voices theories that ensure that the digital society is for all. The guiding
we do not understand or those who have contradictory views and principles of participatory design are therefore still relevant: a) to
perspectives. If the distinct voices are not listened to and respected equalize power relations; b) to adhere to democratic practices; and
there is a danger that one single voice, seen as representing one c) to take situation-based actions and work with people in mat-
single truth, becomes dominant [52] . ters that concern them. Further principles are d) encourage mutual
learning among all involved; e) provide tools and techniques that
help people express their needs and visions; and finally, f) open up
3.1 Framework of analysis for alternative visions about technologies [58] . These principles
To address the human aspects is emphasized by the socio-technical are also guiding our analysis of the empirical data. The results are
school [53, 54] . In this school, flexibility and intellectual growth then discussed in the light of theories on digital transformation and
are the leading principles, which indicate that people can rear- digital participation.
range, improve and adjust to meet novel challenges and changing
contexts [53] . Originally, socio-technical design departed from
organizational or workplace settings, with the intention to hu- 3.2 The Study’s Context
manize work and increase workplace democracy. The objective Our study has been carried out in the light of the Swedish digital
is to optimize the social and the technical systems jointly, en- transformation policies, and the Swedish strive for a digital society
sure that social and technical aspects are equally addressed, and for all [59] . Today Swedish policy talks about digital transformation
that consideration of human needs takes place when developing in terms of “Digital skills”, “Digital security”, “Digital leadership”
technical systems [53, 54] . The socio-technical principles have and “Digital infrastructure”. It is pin pointed that everyone needs
guided designers when it comes to the roles of users and helped to have the digital skills to have the ability and possibility of con-
designers develop understandings of how new technologies may tributing to and participating in the digital society. Sweden wants
be used as well as how to integrate new technologies with social to become “the world leader in harnessing the opportunities of
systems [56] . Today, when ICT technologies interplay with hu- digital transformation” [60] . However, the Swedish Internet Foun-
mans also in their private life and during leisure time, this is ever so dation [61] report that 98% of the Swedes have access to internet in
important. their households, that 95% actually use the internet, which taken
Researchers within the socio-technical school has shown that together suggests that one million Swedes are living in digital exclu-
adequate technology do not succeed, if it fails to address the so- sion. Even those who use digital technologies are rather powerless.
cial needs of organizations or humans [56] , indicating that taking A citizen with little to none competence or familiarity of digital
into account also citizens needs are vital for digital transforma- technologies, cannot express opinions of digital transformation and
tion to prosper. In addition, socio-technical systems theory needs how s/he would like the digital society to evolve, since it requires
to extend and move “beyond its traditional focus on new tech- digital competence and literacy, that is, ability to use digital tools,
nologies to a broader concern for complex systems, whatever services, and knowledge of what digital technologies brings along
form these may take” [55] . We argue that digital transforma- and changes. Citizens also need knowledge and abilities in finding,
tion represents a web of complex systems, where the digitaliza- analysing, critically value and create information in different media
tion of organizations gets consequences not only in the organiza- and contexts [59] .
tion itself, but also in the surrounding systems of other organiza- The Swedish national policy has, since the deregulation of the
tions and ultimately every individual that in some way interacts ICT market in the 90s, followed the principle that the digital trans-
with the organization. Also, applying socio-technical thinking to formation shall be market driven [59, 62] . The latest digitalization
novel situations provide a potential driver for innovation [55] . policy shows an opening towards understanding the importance of
The ongoing digital transformation in organizations represents increased societal responsibility as the society becomes more and
such a novel situation. For our analysis, we adhere to thoughts more digitally driven. It emphasizes the need to address equal pos-
and ideas found in the socio-technical school as the overall per- sibilities for all as they mention that this policy also must address
spective. For a more specific analysis, we turn to participatory the Swedish gender equality policy that states that women and men
design. should have equal power to shape society and their own lives [60]
Participatory design has a long history of arguing for involve- . The Swedish government has installed a national digitalisation
ment of those affected when it comes to design of digital technolo- council, an advisory forum that shall propose recommendations on
gies [30] . More recently, Bødker & Kyng [57] call for a revitalization how to implement the government’s digitalisation strategy. When
of participatory design, with the aim to ensure that people take they give recommendations on digital inclusion, they choose to
part in and control the technological solutions and developments focus on the fact that Sweden is a welfare state in which the state,
that affects them. Therefore, participatory design should address the regions and the municipalities must take their responsibility for
‘big issues’ and become “a tool to help people influence important avoiding a digital divide. The Swedish National Council base their
matters in their lives” [57] . The ongoing digital transformation is recommendations on three basic societal perspectives to achieve
certainly such a ‘big issue’ to which participatory design, with its digital inclusion: a) democracy, b) to counteract polarization and c)
fundamental departure in democracy, can contribute. Considering cost effectiveness [63] .
A Digital Society for All: A complicated endeavour NordiCHI ’20, October 25–29, 2020, Tallinn, Estonia

3.3 The Cases As base for the discussions, we used archetypes, which are ficti-
The empirical material for this study builds mainly on data from a tious representatives of a certain type or category of citizens. These
workshop. A follow-up interview was conducted with the purpose archetypes represents ordinary, or typical, rural citizens and were
to verify our results and give a deepened understanding of the worked out based on data that was collected in an earlier research
issues identified in the workshop. In the reminder of the paper, the project called “Smart, sustainable villages.” The idea was to facilitate
workshop participants will be referred to as “the participants” and the “walk in ordinary citizen’s shoes” and reflect upon an issue
the informant as “the interviewee”. from someone else’s situation, take on their perspective and for to
The workshops took place at the Digidel conference held in the remind that in the end propositions and decisions affect humans
north of Sweden, in December 2018. The conference focused on [65] . The moderators used templates prepared by the researchers
digital participation and peoples’ access to and use of digital tools to document the discussions, and all the documentation has been
and services, and their need of support in order to be digitally transferred to digital format.
competent. As such, the conference aimed at contributing to that In Workshop part I, the participants focused on How to become an
all citizens, regardless of functional capacity, will have possibility active citizen in the digital society. Hence, they focused on citizen’s
to be a) part of and feel safe in the ongoing digital transformation individual needs, wants and desires regarding the digital society and
of society, b) digitally competent in their living, and c) equipped to discussed e.g., what are people’s preconditions or starting point?
contribute to innovation of products and services. Considering that What do they need? What do they want to achieve? How will they
many of the participants work in and/or with rural areas, the focus achieve this?
was mostly on rural citizens. Two of the authors participated in Workshop part II was carried out with the overarching theme
the conference the whole day, planned and carried out a workshop How can we support citizens to become active in the digital society?
divided into two parts, part I in the forenoon and part II in the Now the participants discussed possible ideas and solutions, thus
afternoon. As active researchers in the digital transformation area, the questions were Who “owns” this matter? Who should own it?
with focus on rural areas, we regarded this an excellent opportunity What collaborations are needed? In which ways can we create these
to gather empirical material. collaborations? What motivates a citizen to use the solutions? And
A student conducted the semi-structured interview in March finally, what will be required from organizations?
2019, with an employee at the regional library active in a Digidel-
Center. These centres are a result of the Swedish Governments 4 ACTIVE CITIZENS IN THE DIGITAL
initiative for increasing digital competence among citizens, which SOCIETY
they assigned the Royal Library to administer [64] . The interview In the workshops, the informants mentioned a range of issues,
was recorded, lasted app. 45 minutes, and was transcribed by us. from the citizen’s personal attitude or approach, to activities re-
The interview addressed themes such as digital transformation, dig- quired from the state, region or municipality. Below we present
ital exclusion, and responsibility for digital inclusion. In this paper, their views, thoughts, opinions and ideas, structured according to a)
this interview is added to support the findings from the workshop, citizen’s wants and needs, b) responsibilities, and c) collaboration,
and to provide more details and the rationale behind some findings. and solutions.
The interviewee is informed and has approved our access to the
interview.
4.1 Citizens’ Wants and Needs
When it comes to the workshops, we collaborated with the orga-
nizers (the Regional Library). Before the conference, the conference There are several fundamental needs for a citizen to participate
organizers arranged the conference participants into 12 groups fully in the digital society. To be digitally competent is most es-
consisting of 5-6 persons. They also asked one participant from sential according to the informants. The interviewee agreed and
each group to act as moderator, to document and make sure that was concerned that 1.1 million Swedes are digitally excluded and
all around the table could make their voice heard. These persons emphasized that they are found in all social classes. There are also
accepted and took on this role during the workshop. problems among citizens when it comes to understanding what
The same groups worked together during the workshops. 47 actually is on the internet, “Many persons don’t know the difference
women and 21 men participated. They attended the conference between advertisements, scam or trustworthy content, or between mes-
due to their profession; they work as e.g. administrators, business senger and mail. They interpret it as the same thing, and they have
developer/business strategists, consultants, rural developers, dig- no idea of how to scrutinize sources.” The interviewee argued that
italization coordinators, digital strategists, librarians and project the technological progress with its rapid development increases the
leaders. The participants are active in several areas such as tourism, gap between people with their knowledge and competence and the
libraries, employment service, IT, digitalization, popular adult edu- technology. “Common arguments for avoiding the digital society are
cation and education. They have in average 12 years’ work experi- that we already have the physical tools: ‘isn’t a book worth anything
ence, ranging from two months to 40 years. In other words, the mix today?’ or: ‘I don’t see that well,’ but I argue that the actual reason is
of participants covered experience and knowledge from different fear.”
businesses. Most importantly, they all work with or contribute to The participants claimed that there is need to define what basic
digital transformation of their businesses, and they meet the citi- knowledge a citizen need for to be active in the digital society, thus,
zens in their professional role. Thus, our study provides the views to sort out what citizens need to know and be able to do. They also
of what they reason to be vital from a rural citizen perspective. observed that among certain groups of citizens, knowledge of digital
technology is low or non-existent and that some persons need
NordiCHI ’20, October 25–29, 2020, Tallinn, Estonia Mari Runardotter et al.

personal coaches for longer periods. It was regarded vital that the 4.2 Responsibilities
citizen could feel safe with the coach since many errands, performed The participants meant that to be an active citizen in the digital
digitally today, are of private character. Another important aspect society requires the citizens to engage, look up things and make
mentioned, was the need of citizenship, to be able to participate in sure that their district is attractive. Neighbours must gather, col-
the digital society. laborate and establish contacts with politicians to get improved
The participants mentioned education in general and knowledge services in general. Also concerning broadband or stable connec-
of ICT technology as further needs. The interviewee stated that the tion to the internet, the workshop participants argued that citizens
digital transformation in organizations “seems to build mostly on hold responsibility, they should be innovative in finding ways to
efficiency, and from what I can see there is very little efforts put on influence and citizens should participate in the process of building
competences, knowledge or user friendliness. They introduce changes the technical infrastructure. Hence, every individual is responsible
without informing their personnel or customers of how these changes to learn about the technology and how to use digital technology
will influence them or how it will work.” Put otherwise, organiza- and understand its value, argued the workshop participants, and
tions ignore people’s concern for inclusion and expect that users suggested that citizens should e.g. go to a study circle but can also
themselves hold responsibility for understanding or knowing. turn to Libraries to get assistance. And people do. The interviewee
ICT can also serve needs such as contact with others, i.e. social called for support by organizations such as Banks, the Swedish
relations with friends and families, networks and communities, Public Employment Service, or any other Swedish authorities that
reasoned the participants. Being able to communicate with the currently push their customers to the libraries to get help. “They
surrounding world, not least to be able to communicate in various could easily make templates to teach us how to help their customers.
ways is crucial. They also argued that since “everything” becomes We are happy to support. But they should be the driving force in
digital, the need for local information increases. Part of this is this!”
environment monitoring – to be an active citizen you need access The participants continued by stating that municipalities are
to and knowledge of what happens around you, locally as well responsible to push and ensure a vivid dialogue with citizens. They
as globally. Other needs they identified were access to various should offer good services in order to meet citizen needs in vari-
types of services such as societal services such as health and social ous ways, e.g. through open district networks and mentorship. In
care, pharmacies, postal services, shopping etc., as well as access to short, municipalities should coordinate digitalization on a higher
culturally oriented services in the form of theatre, music events etc. level. The responsibility for good technical infrastructure and con-
However, if digital participation is to embrace all Swedish citi- nectivity resides on the societal level argued the participants: the
zens, also those living in rural areas, the participants argued that state, the regions and the municipalities should be pushing this.
transportation is a key issue. Citizens cannot fully be a part of the Ultimately, the state is responsible for guaranteeing the possibility
digital society if e.g. the delivery (to home) of a products they buy to live anywhere in a country.
on the internet is not accomplished. In this case, transportation of The overall responsibility of digitalization rests with the state,
goods becomes a precondition for a citizen to be digitally active. on the policy level and thus with political leaders, was the most
When the participants discussed what citizens want to achieve common answer. However, the responsibility spread, and ends up at
regarding the digital society, the most common answer was au- regions, county administrative boards, municipalities but also with
tonomy, they argued that humans want to be independent and national and local business sectors. One of the participant groups
themselves take decisions regarding their own situation. In line argued that there is lack of those taking on responsibility; another
with this, the interviewee argued that also within organizations group meant that the question should really belong to regions and
employees do not have a choice, they are expected to use digital municipalities, and a third group noted that the state should own
tools, and might be digitally excluded if the managers do not ensure the question but in reality it ends up on local level.
sufficient help. “However, the problem is that sometimes the managers In addition, the participants mentioned libraries, village commu-
don’t know how to do this, because they themselves might be digi- nities, elementary schools, upper secondary schools, public edu-
tally excluded. Sometimes it’s the managers that know least of digital cation, Social services, employment agencies, Försäkringskassan
transformation.” indicating a need of competence and knowledge and every authority. Others were banks, broadband suppliers, tech-
for to be able to act autonomously. nical companies, or, simply put all who deliver a digital service.
The participants further mentioned the following as desirable to In addition, all these organizations and businesses need to ensure
achieve for citizens: to exist in and be a part of a social context, and that they are available to all citizens. The efforts for active citizen
to have established contacts with different parts of society, such as participation must be coordinated, argued the participants.
municipalities, authorities, educational institutions etc. This is in
essence about quality of life, and ability to influence for a safe future.
The participants also reasoned that citizens strive for education, 4.3 Collaborations and Solutions
to learn new things, and to practice one’s interests and an active The participants emphasized collaboration as important in order to
outdoor life. People want to realize dreams of a lifestyle close to support citizens to be active in a digital society. They meant that if
nature, and promote the countryside in which you live, and care for Sweden is to succeed and support citizens to be active, ‘Collabora-
nature, together with a less stressful life. The participants stated tion is a must’ – all parts of society must contribute, civil society as
that as a citizen you should not feel that you must sacrifice anything well as the state, regions, municipalities and the businesses provid-
just because of where you choose to live. ing the digital tools. All stakeholders involved in different issues
are responsible, which indicates that who is collaborating with
A Digital Society for All: A complicated endeavour NordiCHI ’20, October 25–29, 2020, Tallinn, Estonia

whom depends on the question in focus. There is a value in spon- are needed together with long-term strategies and planning. But,
taneous interest groups and temporary collaborations, meant the as one group pointed out, we also need to know our own systems
participants. and digital services.
Municipalities as those who should initiate collaboration, the
participants suggested that municipalities should investigate and 5 DISCUSSION
map citizen needs. However, collaboration also requires working
In this section, we will reflect upon our findings having the princi-
on reaching out and different actors start talking to each other.
ples from Participatory Design [58] and their ethical values in mind
Further, to educate in and teach digital competence is required
since they build on democratic rights and inclusion. We distinguish
from actors in all types of educational bodies but also adult edu-
three themes: Digital Participation and Inclusion, Power and Re-
cational associations, pensioner’s associations, libraries, Norr Me-
sponsibilities, and Opening Up for Alternative Visions, which we
dia, and home care services, together with all types of companies,
discuss below.
banks, organizations, and associations, rural area developers, and
landlords. Collaboration should happen between different com-
petences, since it should be easy entrance to common societal 5.1 Digital Participation and Inclusion
services. Initially we proposed that people today have practically no choice
The interviewee represents professionals in Sweden that are when it comes to the ongoing digitalization of our society. Our find-
assigned to collaborate and assist, although this is not as straight- ings confirm this, but our data also show that there is engagement
forward as one could hope. In librarians job description is stated and will among professionals working with digital transforma-
that they are supposed to a) be able to communicate and collab- tion, to make possible a situation where citizens are active partici-
orate, b) be able to create digital content, c) be knowledgeable in pants in the rural digital society. Research on rural areas describe a
copyright issues, d) know some programming, e) give advice in situation where rural areas fight their specific challenges, which
security and health issues related to digital technology, and also are technological, economical as well as human related [35, 36]
f) assist in problem-solving through help to self-help. But the in- . To offer equally high-quality technologies in the entire society
terviewee adds that help with what and in what ways is legally should be default, since this is the prime precondition for the dig-
limited. “It is a huge problem; librarians are not allowed to help too ital society. This also goes for ensuring an approximately equal
much due to judicial reasons.” Moreover, an important distinction is cost for the technology regardless of where you live, there should
that librarians should assist, not do. not be any “price to pay” [38] related to the choice of where to
Regardless well-established collaboration between ranges of ac- live.
tors, to sort out the question of responsibility is vital, commented For citizens that wants to take part in the digital society, there
one participant group. There should be no doubt concerning who are some prerequisites, as having a citizenship (e.g. need of social
is responsible for technical issues, and who is in charge for ed- security number), and digital connectivity, which in rural areas in
ucation and competence related issues. The libraries were also the developed world is in place. But the human related challenges
mentioned, where the question of what responsibilities libraries are perhaps the most urgent ones since digital technologies have a
can or should shoulder need to be clarified. Also, there is lack of profound impact on the behaviour [31] . To be digitally included,
insight and knowledge on digital participation among leaders at which was brought forward as vital by our informants, requires
municipality and regional level, stated one group. The participants digital competence, a basic understanding of the technologies, and
had several ideas for how organizations can act in order to support competence and ability to keep up with the rapid technological
citizens in a digital society and to meet the above-mentioned needs, development. It is, however, not clear what this basic knowledge or
e.g.: competence is all about, what citizens must know and be able to
To hire digitally competent personnel, assign to them a mission do, and how to be abreast with the technological development. Our
to coordinate the work. findings emphasize the lack of knowledge, and it is found among all
Creation of meeting places for collaboration, both physical as humans in society, from private persons, employees and managers,
well as a common digital collaboration platform, available 24/7. old people as well as those active in working life, hence, initiatives
Thus, even if we create digital meeting places and includes all actors to address this lack of knowledge are welcome.
working for the digital society, to be present is still important. Even though citizens have access to internet in rural areas, it is
To introduce Service offices, IT-buses, besides libraries, as col- not used in full capacity due to less quality of data infrastructure,
laborators. more expensive, fewer options in choices, lack of digital compe-
To support non-profit associations that can contribute. tence [35] . Also, there is a growing aging population with limiting
Borders between public and private businesses need to dissolve. abilities [36] that needs to be considered. It is argued that age is a
When discussing what needs to be in place for all these sug- factor equal to education, income, experience, perception of benefits
gestions to work, the workshop participants answered political when it comes to the digital divide [33, 36, 39] .
bravery, will and participation, technical equipment, competence, The issues highlighted by the informants show that it is a com-
education and infrastructure. The digital as well as the physical plex equation how to be included in the digital society and many
must be in place, together with laws and regulations and leadership. variables play a role, which is in accordance to Porto Bellini [42]
They reasoned that among authorities there is will, what is lacking : access (e.g. citizenship, internet access/bandwidth,), cognition
is governance. The workshop participants ask for politics close to (e.g. formal education, digital literacy) and behaviour, or how the
reality. Finally, financing, and principles for how and what to fund, individual uses ICTs.
NordiCHI ’20, October 25–29, 2020, Tallinn, Estonia Mari Runardotter et al.

5.2 Power and Responsibilities society. As Porto Bellini [42] states, how effective (or active) a citi-
Our results indicate that citizens as human beings want to be in- zen can be depending on the formula: digital capabilities – digital
dependent and take decisions regarding their own situation. The limitations = digital effectiveness. But the municipalities have the
most common answer concerning how citizens want to be included main responsibility to start the work on digital inclusiveness, i.e.
in the digital society was autonomy. But as de Brasi [32] states, initiate collaboration, investigate, map citizen needs, and reaching
there is a lack of awareness of how technology works and affects out to different actors so that they start talking to each other. It
us. Citizens today have no choice but to use digital tools and tech- must be clear among the parties about the areas of responsibilities,
nologies in their every-day life. This is similar for organizations e.g. who is responsible for technical issues, and who is in charge
employees, who are expected to use digital tools, and might be for education and competence related issues.
digitally excluded if the managers do not ensure sufficient help. But One important work in getting different parties to talk to each
highlighted in the result is that education in general and knowledge other is education and teaching of digital competence, to actors
of ICT technology is needed. However, very little efforts are put on in all types of educational bodies, organizations and companies,
competences, knowledge or user friendliness. Organizations ignore e.g. pensioner’s associations, libraries, home care services, banks,
people’s concern for inclusion and expect that users themselves associations, rural area developers, and landlords. This shows that
hold responsibility for understanding or knowing. As Porto Bellini citizens are a heterogeneous group that need to be considered in
[32] states, for a citizen to be active in the digital society requires policy making, i.e. identification of the variety of human resources
the individual to have access, cognitive potentials to use ICTs and is required for smart economy and inclusive information society
that s/he uses ICT in a sensible and thoughtful way. [7] . Also, there is a need to pay attention to gender differences [44]
Digital exclusion can be dependent on either the technology, . When citizens’ needs are mapped, they must be met in different
place or person, but a common notion is that digital transformation ways, e.g. through open district networks and mentorship.
of rural areas is mainly described as a connectivity problem. This in- To conclude, the result shows that getting started with digital
dicates that there is a misalignment between the policies on digital inclusiveness, the digital as well as the physical must be in place,
inclusion for all and the availability to internet and online services, together with laws and regulations, leadership, and appropriate
and of broadband services [38] . But to reach digital inclusiveness, governance. Also, financing, and principles for how and what to
citizens need to be active, engage, and together establish contacts fund, are needed together with long-term strategies and planning.
with politicians and together improve needed services. The result Finally, the participants in the study put forward several ideas for
indicates that citizens want to be innovative in finding ways to how organizations can act in order to support citizens in a digital
influence, and hence participate in the process of building the tech- society and to meet the above-mentioned needs, e.g.:
nical infrastructure. Thus, the responsibility for coordinating and • Digital competent personnel assigned to a mission to coor-
pushing for good technical infrastructure and connectivity resides dinate the work.
on the societal level: the state, the regions and the municipalities. • Creation of meeting places for collaboration (physical as well
Our result indicates that who is responsible for what is not clear; as a digital).
everything ends up on local level. Citizens turn to organizations • To introduce Service offices, IT-buses and libraries as collab-
and employees e.g. librarians, for digital technology support in orators.
matters and issues stemming from another organization, e.g. banks, • Supporting non-profit associations that can contribute.
and authorities, that do not provide this help. However, the result • Borders between public and private businesses need to dis-
highlights that all types of organizations (libraries, village com- solve.
munities, schools, social services, employment agencies etc.) that Finally, as Vial [10] argues, research done on digital transfor-
deliver a digital service, need to take responsibility and ensure that mation addressing the digital divide has not considered the ethical
they are available to all citizens. Still, the efforts for active citizen perspective largely. One ethical perspective that needs to be ad-
participation must be coordinated and the municipalities should dressed are the rural citizens’ possibilities to be digitally included
ensure a vivid dialogue with citizens and understand that in digital on the same terms as citizens living in urban areas. The policy
transformation, citizens are a heterogeneous group, and in rural makers behind Swedish gender equality policy has already in 2006
areas the citizens are increasingly older, less educated, disabled, understood the importance of giving everyone the same power to
lack of interest in the internet, etc. [40] . shape their own lives.
Finally, if digital participation is to embrace all citizens, also
those living in rural areas, other services need to be in place, e.g.
6 CONCLUSIONS AND FUTURE RESEARCH
transportation of goods as well as of people is a precondition for a
citizen to be digitally active. Research calls for more attention to digital transformation in ru-
ral areas [33] . Therefore, this study brings some light into the
complexity of digital transformation in rural areas from a citizen
5.3 Opening Up for Alternative Visions perspective. More specifically, the study explores the views from
To succeed and support citizens to be digitally included, it is essen- those who are working with some aspect of digital transformation
tial that different parts (civil society as well as the state, regions, and thus meets the citizens. Further we contribute to highlighting
municipalities, businesses) provide digital tools to collaborate and a first step towards an inclusive digital society in rural areas.
take their responsibility in supporting citizens’ way forward to Going beyond prerequisites, as having a citizenship and digital
be able to be active and want to learn to take part of the digital connectivity, digital competence is needed, a basic understanding
A Digital Society for All: A complicated endeavour NordiCHI ’20, October 25–29, 2020, Tallinn, Estonia

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