With digital communication the default for many, it’s easy to forget that a considerable portion of the UK population still face barriers to online access.
In 2025, many individuals throughout the United Kingdom are still facing digital poverty - a lack of access to digital technology, skills, or connectivity. This creates a significant barrier to essential information and services. For businesses, this raises an important question: How can you ensure your communications are accessible to all customers, regardless of their digital circumstances?
Digital poverty refers to the inability of individuals to meet their communication and information needs through digital means. This could be for several reasons, with three primary factors contributing to and perpetuating the digital divide:
The most widely known form of poverty, financial poverty often translates to digital poverty, which has been exacerbated by the current cost of living crisis. Ofcom reports that around 6% of homes in the UK do not have internet access, which amounts to around 1.7 million households.
Accessibility to digital technology, particularly the internet, varies significantly based on location. Individuals in rural areas often face higher costs, fewer choices in service, and delayed access to the latest technology compared to their urban counterparts. Additionally, economically disadvantaged communities experience poor connectivity, further complicating digital access for those already struggling financially.
The Digital Poverty Alliance report that around 11 million people in the UK do not have the digital skills required for daily activities. Furthermore, 36% of the workforce lack essential digital skills for work. This digital divide not only limits opportunities but also restricts access to vital services and communication.
Digital poverty greatly limits the communication methods businesses can use to stay in touch with their customers, immediately eliminating email, social media and sometimes even SMS. With 52% of brands using email as their main communication tool, over half of businesses are prioritising a method that simply won’t work for those who face digital poverty. Not only meaning these people are less likely to receive the communications – which puts them at an additional disadvantage – but also risking businesses discriminating.
Mail is highly trusted, with 71% of individuals reporting complete trust in the mail they receive. However, advantages extend beyond reliability. Mail also serves as an ideal solution for those experiencing digital poverty, ensuring access to important information and services for everyone.
To receive and access digital communications, recipients need both a device and an internet connection, which might be through Wi-Fi or a cellular network like 4G or 5G. For those who face financial poverty, and in turn digital poverty, having access to these things is not always possible, making these requirements a barrier. In contrast, traditional mail only requires the sender to bear the costs, allowing recipients to receive messages without needing to own any technology. This makes mailed letters a more inclusive option for communication.
Mail can be sent virtually anywhere, with the ability to reach most people, including those in remote or rural areas. This method is particularly advantageous for individuals in locations with unreliable or non-existent internet services. The postal system's extensive network ensures that letters and can be delivered to places where digital communications may falter due to connectivity issues.
Letters offer several benefits for those who are not proficient with digital technology. Their longstanding presence means they are often more familiar to those who haven’t embraced or don’t have access to digital technology. Letters eliminate the need for the user to navigate complex digital interfaces – removing the barriers technology creates for these individuals. Letters can also be sent in accessible formats including braille print and large format print.
One of the key advantages of physical mail is flexibility to be adapted into different formats tailored to the recipient's requirements. While digital platforms often have features like screen readers or text enlargement, they require technological proficiency and access to suitable devices and software. Additionally, not all websites and digital platforms are fully optimised for accessibility, which can limit their usability.
Letters serve as a crucial medium, especially in situations where digital accessibility is limited or non-existent. It ensures that important information, such as legal documents, medical information, and government communications, remain accessible to all, regardless of their ability to interact with digital technology.
There are many innovative solutions that make sending physical mail effortless. One being hybrid mail, which enables users to send hundreds of letters, directly to recipients, in just a few clicks. Removing the requirement for in-house resources, saving valuable time and offering savings in money, it’s the ideal solution to communicate with those who face digital poverty. As the original and best hybrid mail platform, why not take a look at Docmail from CFH?
Making sure communication is accessible to all isn’t just a necessity for businesses, it’s a key responsibility. Mail remains a powerful tool in bridging the digital divide.
