Offline, underserved and left behind? - The overlooked intermediaries that are mitigating digital exclusion
International Federation of Library Associations and Institutions & Universal Postal Union
Session 166
How trusted community hubs can help us close the digital divide for all
Despite decades of progress, 2.6 billion people remain offline, and billions more lack meaningful connectivity. This digital divide is not only about access—it reflects deep inequalities in digital skills, device affordability, infrastructure quality, connectivity speed, and the ability to participate fully in digital societies.
While much of today’s digital inclusion discourse rightly centers on extending connectivity to individuals and communities, this focus often overlooks a critical layer of support: local anchor institutions. As societies continue to digitize essential services, those who remain disconnected risk deeper social, economic, and digital exclusion. Yet few initiatives are geared toward supporting these populations in the interim.
This session highlights the role of libraries, post offices, and other anchor institutions in closing this gap. With extensive worldwide physical networks and a trusted presence in marginalized and rural communities, these institutions are uniquely positioned to provide in-person digital inclusion support at scale. Their services range from providing connectivity and digital skills training to offering hands-on support—sometimes even completing digital transactions on behalf of less connected users—to help them access essential services such as e-government, financial, and health platforms. In doing so, these institutions play a critical role in ensuring that no one is left behind in the digital transformation.
The Universal Postal Union’s Connect.Post initiative, which aims to connect every post office to the internet by 2030 and transform them into one-stop shops for essential digital services, exemplifies this vision. Similarly, IFLA has long advocated for the benefits of public access to the Internet and continues to support libraries worldwide in their efforts to offer free educational resources, digital collections, digital literacy initiatives, capacity building for local entrepreneurs and many other services. These are some of many examples that underscore the transformative potential of libraries as hubs of digital access and learning.
To illustrate this potential in action, the session will feature a case study from Zimbabwe, showcasing successful cooperation between libraries and postal services to expand inclusive access. The study highlights how these two anchor institutions, through complementary digital services, have significantly improved the lives of the communities they serve—offering connectivity, skills training, and access to essential digital resources.
Looking ahead to WSIS beyond 2025, this session calls for greater recognition and investment in these often-overlooked institutions as vital infrastructure for inclusive digital transformation. By fostering collaboration with postal networks, library systems, and other public access points, we can build resilient, place-based ecosystems that expand digital inclusion far beyond the reach of individual connectivity alone.






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C2. Information and communication infrastructure
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C3. Access to information and knowledge
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C5. Building confidence and security in use of ICTs
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C7. ICT applications: benefits in all aspects of life — E-government
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C7. ICT applications: benefits in all aspects of life — E-business
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C7. ICT applications: benefits in all aspects of life — E-learning
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C7. ICT applications: benefits in all aspects of life — E-employment
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C8. Cultural diversity and identity, linguistic diversity and local content
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C11. International and regional cooperation
C2. Both libraries and post offices are part of the broader information and communication infrastructure.
C3. They provide essential access to information and knowledge, and are a crucial point of access to information for marginalized and underserved communities.
C5. They commonly offer capacity building and/or training for people of all ages and are trusted institutions.
C7. They are a common point of access for e-government services, e-learning opportunities at very low or no cost and use the expertise of their staff to improve access to e-employment opportunities. Post offices commonly contribute to the local e-business ecosystem through e-commerce and other means, acting as a one-stop shop for digital services.
C8. Libraries have been historically tied to cultural and linguistic diversity. They commonly offer tailor made content for the communities they serve, which is tied to the local identity and cultural history.
C11. Post offices and libraries exist everywhere in the world, which makes it easier for other actors to collaborate with them on a variety of topics.
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Goal 4: Ensure inclusive and equitable quality education and promote lifelong learning opportunities for all
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Goal 8: Promote inclusive and sustainable economic growth, employment and decent work for all
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Goal 9: Build resilient infrastructure, promote sustainable industrialization and foster innovation
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Goal 10: Reduce inequality within and among countries
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Goal 11: Make cities inclusive, safe, resilient and sustainable
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Goal 16: Promote just, peaceful and inclusive societies
Life long learning contains of various forms of education and training, formal and informal which are commonly offered by both libraries and post offices. The fact that most of them are accessible to the public contributes to the vision of equitable access for all.
Libraries and post offices provide free access to information, internet, education, and job resources, helping to bridge the digital divide and support workforce development. They also serve as inclusive community spaces and offer tools for small business growth and essential services such as mail delivery, bill payment, and government communication reach all areas, including rural and low-income communities.
Making the above services available to all tends to reduce inequalities and therefore make cities more inclusive for all its citizens.
By empowering individuals with free access to knowledge, encouraging informed participation in public life and helping citizens understand their rights, responsibilities, and current events they strengthen dialogue, tolerance, and mutual understanding across diverse groups. Both institutions offer neutral, accessible spaces that build social trust, reduce inequality, and foster peaceful coexistence by connecting people to each other, to their governments, and to opportunities for a better life.
- Objective 1: Close all digital divides and accelerate progress across the Sustainable Development Goals
- Objective 2: Expand inclusion in and benefits from the digital economy for all
- Objective 3: Foster an inclusive, open, safe and secure digital space that respects, protects and promotes human rights