Social Inclusion and ICTs A Literature Review Through the Lens of the Capability

Social inclusion is considered to lead to equal participation in society, and, indirectly, to people’s welfare (Gingrich and Lightman 2015). Researchers and policy makers have put forth the adoption of Information and Communication Technologies (ICT), arguing that these can deliver reforms and support disadvantaged individuals to overcome long-standing inequalities (Sourbati 2012). However, mere adoption of ICT is not enough to achieve social inclusion. Rather, it is necessary that the design and the functionality of ICT meet the needs and expectations of disadvantaged individuals (Zheng 2009), as these can help them meet their personal goals. However, disadvantaged individuals exhibit quite different characteristics, which form their needs and expectations. On the one hand, ICT products and services that may support one type of individuals and help them overcome some impediments, may as well inhibit others’ access to these ICT. On the other hand, aside accessibility and availability, desirability is also important for the successful use of ICT. In other words, ICT products and services need to account both for what individuals are able to do, and what they wish to achieve. This chapter investigates the abilities, needs and desires of individuals who experience to some extent social exclusion, by focusing specifically on the role of ICT. It is based on a literature review of previous studies at the crossroad of social inclusion and ICT. Drawing upon Sen’s Capability Approach (Sen 2000), it identifies the individual abilities, the opportunities and the expectations a disadvantaged person has so that she can lead a life she values (Zheng 2009). In this sense, it illustrates the needs and requirements of disadvantaged individuals, with the aim to facilitate the discussion on social inclusion through ICT products and services that can be of benefit for the concerned individuals.