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Digital Inclusion Observatory 2024: an overview of the sector and recommendations

Published on 10 December 2024
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Summary

The second edition of Mednum's Observatoire de l'Inclusion Numérique (Digital Inclusion Observatory) offers an up-to-date overview of the digital inclusion ecosystem: the players involved, the support methods and tools they use (needs detection, steering, evaluation). After profiling digital mediators and advisors, the Observatory looks at how this ecosystem is structured.

This overview of the digital mediation sector in France is based on an online survey of local and national, public and private structures, and 36 individual and group interviews.

Overview of organizations, beneficiaries and field activities

Of the 304 mediation structures responding to the survey, 40% are private (associations, companies, cooperatives), 52% are local authorities (municipal, inter-municipal, departmental structures, mixed syndicates) and 3% are public establishments (GIP, EPIC and universities).

The survey's authors note that "the perimeter of intervention of structures seems to have evolved in two years, since the number of respondents intervening mainly on a local scale (i.e. infra-departmental) in 2024 is now 68% compared to 58% in 2022, and 24% on a departmental scale compared to 22% in 2022 (...) These evolutions suggest a refocusing of efforts on departmental and infra-departmental meshes, oriented towards a more pronounced action of proximity".

The survey's authors add: "Local authorities fund the digital mediation structures in their area, and carry out their own actions by mobilizing digital advisors or mediators. In fact, 75% of local authorities surveyed said they employ one or more digital mediators in their departments. The actions proposed by local authorities can take place on their own premises (reception desk) or in other structures open to the public: media libraries, local missions, third-party sites, social centers, local associations..." .

An extremely wide range of activities

The survey questionnaire distinguished 8 categories of digital mediation activities.

The mastery of everyday digital tools comes in first place: 94% of respondents say they offer this activity.

This is followed by support for safe use (84%) and understanding of the digital world (83%), "part of a digital literacy that aims to strengthen people's confidence, the main barrier to digital use"...

Help with administrative formalities is a close second at 80%, followed closely by the provision of Internet access and computer equipment, which is up 16 points on 2022 (76%).

Digital parenting and education, a fast-growing theme, is now practiced by 62% of facilities. "Parents and educators are faced with new challenges: supporting the use of screens and protecting children from online dangers, while taking advantage of the educational opportunities offered by digital technology. This role requires not only technical skills, but also a rethinking of the behaviors to be mobilized in a connected world".

Digital hobbies and creative activities, offered by 59% of facilities, describe a variety of activities that exploit technology for fun, self-expression and learning. This includes practices such as video editing, music creation, digital drawing, game programming, and many other forms of online creative expression.

Digital professional integration, practiced by 51% of structures, is "a powerful lever for helping individuals access employment or retrain. It involves developing essential digital skills, such as using office automation tools, managing social networks or understanding the basics of cybersecurity. Digital training also opens up opportunities in fast-growing sectors such as web development, digital marketing and technical support.

Last but not least, the acquisition of IT equipment at solidarity prices, available in 19% of responding structures, aims to make technology accessible to all, particularly to people in precarious situations. The structures recover, repair and recondition IT equipment, such as computers and tablets, which they then offer at reduced rates, while at the same time offering employment opportunities.

Diversity of audiences supported by digital mediation

"Contrary to popular belief, digital mediation initiatives are not limited to senior citizens," note the authors of the Observatory.

The breakdown of people supported by mediation operators remains stable: 31% seniors versus 32% in 2022, just behind adults at 32% versus 33% in 2022. Young people account for 22% of those supported, and children 13%, as in 2022.

"Families, especially parents wishing to understand and support their children's use of digital tools, also find invaluable support from digital mediators."

The number of respondents who say they work in rural areas has risen slightly, from 61% in 2022 to 66% in 2024. On the other hand, support in political neighborhoods (Quartiers politiques de la ville) is down, from 55% to 49%. Intervention in small towns (fewer than 20,000 inhabitants) remains stable, rising from 52% in 2022 to 50% in 2024. "The significant drop in interventions in peri-urban areas, from 41% to 29%, could be explained by a refocusing of actions towards rural territories or small towns, where needs are deemed greater. Similarly, the sharp drop in actions in metropolitan centers, from 34% to 21%, could be the result of a perception that these areas are better equipped with digital infrastructures and mediation initiatives".

The number of structures responding that say they operate in rural areas is increasing slightly, with 66% in 2024 compared with 61% in 2022.

Support in the "Quartiers politiques de la ville" (political neighborhoods) is down, from 55% to 49%. Intervention in small towns (fewer than 20,000 inhabitants) remains stable, rising from 52% in 2022 to 50% in 2024. "The significant drop in interventions in peri-urban areas, from 41% to 29%, could be explained by a refocusing of actions towards rural territories or small towns, where needs are deemed greater. Similarly, the sharp drop in actions in metropolitan centers, from 34% to 21%, could be the result of a perception that these areas are better equipped with digital infrastructures and mediation initiatives".

Digital mediation support methods

By 2024, 90% of the structures surveyed will offer individual support.

Group workshops, which enable us to cover a wider range of topics and maximize the impact of our training programs, are used in 92% of locations, a significant increase on the 83% in the 2022 study.

32% of facilities rely on self-directed learning, simply by making their equipment available to people who are sufficiently comfortable with digital tools. Less popular, distance support methods are also offered by 13% of respondents.

87% of facilities offer digital mediation on their own premises or at other locations, compared with 80% in 2022.

The number of structures offering online support remains stable at 2%, and 11% offer both face-to-face and online support, compared with 17% 2 years ago.

81% of operators work on their own premises, compared with 76% in 2022.

There has been a sharp rise in the number of drop-in sessions, from 47% in 2022 to 60% in 2024. Itinerant accompaniment and home accompaniment remain stable at 36% and 16% respectively (vs. 35% and 14% in

2022). Already mentioned in 2022 as a major challenge for digital mediation, "outreach schemes enable us to reach isolated and precarious audiences by moving digital mediation actions closer to the public. This can take the form of itinerant digital buses, or relocated workshops in places where people live, such as social centers, markets or temporary shelters".

When it comes to tools for detecting needs, respondents prefer to rely on the interviews they can conduct, their knowledge of the target audience and/or their expertise in designing action plans and intervention models. On the other hand, over a third of them use neither PIX, nor the Digital Barometer, nor the Digital Fragility Index.

17% of respondents claim to have an impact measurement approach within their organization, compared to 28% in 2022. In addition, 10% said they were in the process of setting up such an approach, 2 times less than in the previous survey (22%).

41% of organizations say they don't measure the impact of their digital mediation actions, compared with 50% in 2022, with the main reasons being a lack of knowledge of the methodology and tools available, and a lack of human resources.

Setting up such an evaluation is not without its difficulties. "The diversity of digital inclusion projects, as well as the variety of desired effects, complicates the establishment of uniform evaluation criteria. What's more, gathering information directly from beneficiaries can prove complex, requiring training for project leaders and a considerable investment of time. Last but not least, the cost associated with these approaches represents an additional obstacle for organizations, which often have to arbitrate between their available resources and the implementation of a rigorous evaluation. Despite these difficulties, many impact assessment initiatives are already guiding the understanding of the results of actions.

Jobs, skills and financing the sector

Since 2022, the breakdown between male and female digital mediators seems to have changed within employing structures.

Today, 45% of them employ a majority of women, compared with 30% in 2022. " This dynamic of feminization can be compared with the more general trend in the care professions (today, nine out of ten social workers are women) and in education".

The average age of digital mediators remains stable at 39.

The majority of these mediation professionals do not have a diploma related to the digital inclusion sector, i.e. 46% of field mediators and 60% of supervisory staff.

In 2022, 14% of mediators and 5% of managers held the state-recognized professional title of "digital mediation space manager" (REMN). By 2024, this percentage had risen to 20% of mediators and 15% of managers.

The average earnings of employed digital mediators are relatively low, at €1,484 per month. Among the self-employed, 60% say they earn more than €1,500 a month, while 30% earn between €1,300 and €1,500. In addition, 10% of freelancers work part-time.

A need for training and executive staff

The diversity of skills required by professionals and the constant changes taking place in the sector mean that many training needs have to be met.

Today, 54% of structures surveyed express a need for training their mediators in support practices, such as adopting new pedagogical techniques, personalizing support, or improving their ability to work with specific audiences.

What's more, 50% would like to train mediators in technical and legislative developments (such as the RGPD), in order to offer up-to-date support that complies with current regulations.

The growth in the number of digital mediation structures also highlights the need for managerial staff to operationalize their activities. Only 12% say they don't need supervisory staff. While 47% of respondents are satisfied with the number of supervisory staff they have, 32% report a shortage. The latter express difficulties in recruiting or even retaining professionals with the necessary skills. Barely 15% of the sector's managerial staff hold the REMN professional title, and the employing organizations report a need for training in this area.

Initiatives to structure the digital mediation sector

In response to the need to structure the professional digital mediation sector, an EDEC (Engagement de Développement de l'Emploi et de Compétences) has been launched by the ANCT, the DGEFP and the OPCO Uniformation in 2023. It aims to recognize the specific skills of the sector's professions, meet the growing training and professionalization needs of the players involved, and thus secure the various career paths.

It is based on a series of missions currently underway:

  • Skills mapping, which aims to establish a precise map of the skills required for digital mediation jobs. This includes the identification of technical skills (such as mastery of digital tools) and social skills (such as listening to and supporting vulnerable audiences).
  • Drawing up training reference frameworks: Based on this mapping, EDEC is working on the creation of training reference frameworks adapted to current and future needs, to structure training paths by aligning the skills developed with the expectations of the market and employers.
  • Developing professional qualifications: To enhance the value of digital mediation professions, the EDEC is helping to develop state-recognized professional qualifications to certify the skills acquired and improve the employability of digital mediators.
  • Strengthening partnerships: EDEC encourages collaboration between the various players involved in digital mediation, including employers, training organizations and public authorities. These partnerships are essential for creating synergies and pooling resources, particularly in terms of training and support for professionals.
  • The launch of an industry committee: This committee, made up of key players in the sector (representatives of associations, public authorities, companies and training organizations), is currently working on the creation of a label associated with a quality charter. This label will ensure the quality of services offered by digital mediators, clarify the range of services on offer, and promote the best practices of structures and professionals.

    • Référence :

Financial fragility of digital mediation structures

The financial fragility of structures in the sector was recently illustrated by the closure of emblematic structures such as Hubikoop, Le Chaudron, POP Café and APTIC. Although not all of them have ceased operations for similar reasons, the disappearance of key players remains a worrying signal for the ecosystem, highlighting the difficulties of sustaining initiatives.

Today, 85% of the private players who responded to the questionnaire are mainly financed by public funds (subsidies, AAP/AMI, public contracts...). 14% of organizations sell services or respond to public tenders, compared with 19% in 2022.

Patronage and donations, meanwhile, benefit 20% of structures, but are a complementary resource to public subsidies.

"European funds represent an interesting lever for financing digital mediation projects", observe the Observatory's authors. " These funds are mainly allocated by programs such as the European Social Fund (ESF) or the European Regional Development Fund (ERDF). They aim to finance initiatives that promote access to digital technologies, user training and the improvement of digital skills. However, despite their potential, few players in the field of digital inclusion are making full use of these funds, given the complexity of putting together applications, the cash advances required and the follow-up requirements".

Barriers to the development of digital mediation activities

The multiplicity of these funding sources is often perceived as a hindrance to those working in the field.

39% of respondents pointed to the complexity and dispersal of public funding, and 34% mentioned the difficulty of finding private funding. In the face of these difficulties, two support programs have emerged to equip professionals with the tools they need to develop other sources of revenue and demonstrate their impact on local communities: Cap*Mednum (a support program for scaling up developed by La Mednum) and 13M, the digital inclusion gas pedal run by H7, Groupe SOS and La Banque des Territoires.

36% of facilities report difficulties in communicating effectively about their digital mediation activities, making it difficult to mobilize audiences and raise the profile of their activities.

Références :

France Numérique Ensemble: a roadmap to support digital inclusion players

The France Numérique Ensemble (FNE) roadmap is a national strategic framework for promoting digital inclusion.

It is based on 4 key principles:

  • Territorialize the digital inclusion policy and support local players by mobilizing a dedicated engineering fund;
  • Deploy a range of digital tools accessible to all digital mediators to ensure lifelong skills development;
  • Support the sector's players in their efforts to structure the professional sector and ensure that training courses are better aligned with operational realities;
  • Collect and share structured data on a "tell-us-once" basis to better adapt digital inclusion policy to local and national realities.

In this context, local players, in particular local authorities, can become involved in the local governance of digital inclusion policies at departmental level.

"The real challenge for France Numérique Ensemble lies in the territorial application of this roadmap. For the national strategy to be truly effective, it needs to be adapted to local realities. Digital mediation players on the ground have a detailed knowledge of the specific needs of their territories, the audiences they support, and the most appropriate support methods". The co-construction of local roadmaps therefore makes it possible to capitalize on this expertise, while ensuring adherence to the national strategy.

"Not all local authorities are equally mature on the subject of digital inclusion", note the authors of the Observatory , "and local policies can be more or less accomplished, depending on the determination of elected representatives, the organization of services or the vitality of the ecosystem. Indeed, 22% of local authorities had not yet initiated any action before France Numérique Ensemble, and 21% had implemented actions but without a roadmap".

Référence :

Recommendations

Recommendations for digital mediation professionals

  • Communicate on the emancipatory aims of digital literacy, so that decision-makers and professionals no longer limit digital inclusion to access to rights and so-called "basic" technical and digital skills.
  • Propose solutions to support digital parenting, a key concern for families, and design a digital, media and information education offer in line with the needs of young people.
  • Articulate digital skills repositories with psychosocial skills repositories, to develop the digital confidence of the most vulnerable groups by putting the learner at the center.
  • Mobilize the tools available to carry out 360-degree diagnoses of the difficulties faced by the populations we support (equipment, digital and psychosocial skills, local facilities, etc.) to improve the design of the services deployed.
  • Rethink our outreach programs, by integrating digital mediation with existing social and cultural programs to support those most at risk.

Recommendations for Territorial Hubs for Digital Inclusion

  • Develop awareness-raising and training programs for transparent local elected representatives, to strengthen their involvement and ability to implement digital policies tailored to the needs of their territories.
  • Set up distributed European regional projects that benefit all digital mediation players, seeking to capitalize on the experience gained, through interoperation with digital inclusion communities and tools already developed nationwide.

Recommendations for local public players

  • Set up continuing education programs to specialize mediators and train social, educational and cultural professionals in the challenges of digital inclusion.
  • Set up local governance structures, using the France Numérique Ensemble roadmap and the territorial hubs for inclusive digital development, to clarify the different responsibilities of professionals and operating procedures in the region.
  • Carry out initial territorial diagnostics and structure the impact measurement of actions carried out to better target areas with less coverage, identify fruitful partnerships and effectively pool resources.
  • Take advantage of the obligation imposed on local authorities by the AGEC law (AntiGaspillage pour une Économie Circulaire) to acquire digital tools from reuse, to support the implementation of digital reconditioning activities by digital mediation players.

Recommendations for companies

  • Mobilize trainers in the digital mediation sector to promote the digital empowerment of employees, by creating a training offer in line with the company's commitments.
  • Get involved in digital mediation on a long-term basis by joining local authorities in financing initiatives, providing engineering support and prescribing services for the public.
  • Support innovation in digital inclusion through multi-year programs, by funding projects based on proven practices or aimed at continuously improving existing systems.

    • Références :

Sources

Linked articles

    Maturité numérique des territoires : percée de l’inclusion numérique parmi les priorités des intercommunalités

    Le baromètre 2023 de la maturité numérique des territoires réalisé par Intercommunalités de France, Les Interconnectés, France urbaine et le cabinet EY, mesure l’évolution des politiques publiques locales numériques à travers dix grandes thématiques :Stratégie et gouvernance numériquesServices aux usagersAdministration numériqueService public local de la donnéeAménagement numérique du territoireÉcosystème et économie numériquesCybersécuritéInclusion numériqueNumérique responsableCoopération territorialeComme pour les précédentes éditions, le Baromètre définit pour chacun des thèmes un niveau de maturité cible idéal à partir d’un ensemble d’affirmations. Les répondants déterminent ainsi pour chaque affirmation, le niveau auquel leur collectivité se situe, en choisissant un éventail de 6 réponses possibles (de la réponse 1 – le sujet n’est pas encore abordé, à la réponse 6 – La mise en œuvre est effective et en amélioration continue). La moyenne arithmétique des réponses obtenues détermine le niveau de maturité pour chacun des thèmes abordés.L’inclusion numérique fait son entrée parmi les grandes priorités des intercommunalitésL’inclusion numérique figure à la seconde place du classement en 2023 : elle figurait parmi les thèmes les moins matures de la précédente édition, en 2021. 69% des intercommunalités ayant répondu à l’enquête ont mis en œuvre un plan d’inclusion numérique pour former et accompagner les publics les plus éloignés du numérique, dont 76% des intercommunalités de moins de 100 000 habitants.65% ont en place un plan d’actions pour faciliter l’accès au numérique à moindre coût pour nos populations les plus fragiles (équipements informatiques, points d’accès au Wifi…), dont 79 % des intercommunalités de plus de 200 000 habitants.45% des répondants déclarent que leurs services numériques sont conformes au référentiel d’accessibilité (Référentiel Général d’Amélioration de l’Accessibilité - RGAA).48% ont mis en place un plan de développement des compétences en matière de numérique pour les agents et 32% à destination des élus.« Cette percée de l’inclusion semble traduire l’urgence des territoires à pallier l’accélération de la dématérialisation généralisée des services et démarches administratives ainsi que du déploiement de dispositifs mis en place pour en limiter les impacts (Conseillers numériques France Services) » observent les auteurs du Baromètre.Cybersécurité, inclusion numérique et administration numérique en tête des priorités La cybersécurité se maintient au premier rang des politiques publiques numériques les plus matures : 57% des intercommunalités ayant répondu à l’enquête ont engagé ou mis en œuvre une démarche.L’administration numérique figure au 3eme rang : 75% des répondants ont adapté leur fonctionnement et ont pérennisé les usages du numériqueLes trois politiques numériques les moins matures (coopération territoriale, service public local de la donnée et numérique responsable) « témoignent d’une part de l’émergence de sujets nouveaux et de la difficulté de certains thèmes à prendre véritablement leur place dans les collectivités. Les urgences successives obligent probablement les collectivités à faire des choix en matière de transformation numérique sur certains enjeux considérés comme plus prioritaires que d’autres par les territoires répondants »L’analyse des réponses obtenues révèle, en outre, une forte disparité du niveau de maturité des intercommunalités selon leur nombre d’habitants, notamment en matière de cybersécurité.

    • Inclusion

    • Citizenship

    Published on

    The 2022 Digital Inclusion Observatory

    This first digital inclusion observatory, produced by the Mednumoffers an up-to-date overview of the digital inclusion ecosystem: who are the actors, what they do, with what means, tools and techniques.This inventory of the digital mediation sector in France is based on 42 individual and group interviews and on a survey carried out through the distribution of an online questionnaire containing - in total - 100 questions. This questionnaire made it possible to collect new data thanks to the answers of nearly 430 structures on various subjects: status, governance, functioning, practices, tools, economic models, success, needs, obstacles to their development...The Digital Society Lab proposes to report on this observatory in three main areas:#1 A developing ecosystem to support growing needs#2 An ecosystem that is becoming more structured, business models that are still being sought#3 A variety of trades and skills, an emerging professional sectorTo be found below in the list of sub contents.

    • Inclusion

    • Large surveys

    Published on 12/12/22

Digital Inclusion Observatory 2024: an overview of the sector and recommendations

The second edition of Mednum's Observatoire de l'Inclusion Numérique (Digital Inclusion Observatory) offers an up-to-date overview of the digital inclusion ecosystem: the players involved, the support methods and tools they use (needs detection, steering, evaluation). After profiling digital mediators and advisors, the Observatory looks at how this ecosystem is structured.

This overview of the digital mediation sector in France is based on an online survey of local and national, public and private structures, and 36 individual and group interviews.

Overview of organizations, beneficiaries and field activities

Of the 304 mediation structures responding to the survey, 40% are private (associations, companies, cooperatives), 52% are local authorities (municipal, inter-municipal, departmental structures, mixed syndicates) and 3% are public establishments (GIP, EPIC and universities).

The survey's authors note that "the perimeter of intervention of structures seems to have evolved in two years, since the number of respondents intervening mainly on a local scale (i.e. infra-departmental) in 2024 is now 68% compared to 58% in 2022, and 24% on a departmental scale compared to 22% in 2022 (...) These evolutions suggest a refocusing of efforts on departmental and infra-departmental meshes, oriented towards a more pronounced action of proximity".

The survey's authors add: "Local authorities fund the digital mediation structures in their area, and carry out their own actions by mobilizing digital advisors or mediators. In fact, 75% of local authorities surveyed said they employ one or more digital mediators in their departments. The actions proposed by local authorities can take place on their own premises (reception desk) or in other structures open to the public: media libraries, local missions, third-party sites, social centers, local associations..." .

An extremely wide range of activities

The survey questionnaire distinguished 8 categories of digital mediation activities.

The mastery of everyday digital tools comes in first place: 94% of respondents say they offer this activity.

This is followed by support for safe use (84%) and understanding of the digital world (83%), "part of a digital literacy that aims to strengthen people's confidence, the main barrier to digital use"...

Help with administrative formalities is a close second at 80%, followed closely by the provision of Internet access and computer equipment, which is up 16 points on 2022 (76%).

Digital parenting and education, a fast-growing theme, is now practiced by 62% of facilities. "Parents and educators are faced with new challenges: supporting the use of screens and protecting children from online dangers, while taking advantage of the educational opportunities offered by digital technology. This role requires not only technical skills, but also a rethinking of the behaviors to be mobilized in a connected world".

Digital hobbies and creative activities, offered by 59% of facilities, describe a variety of activities that exploit technology for fun, self-expression and learning. This includes practices such as video editing, music creation, digital drawing, game programming, and many other forms of online creative expression.

Digital professional integration, practiced by 51% of structures, is "a powerful lever for helping individuals access employment or retrain. It involves developing essential digital skills, such as using office automation tools, managing social networks or understanding the basics of cybersecurity. Digital training also opens up opportunities in fast-growing sectors such as web development, digital marketing and technical support.

Last but not least, the acquisition of IT equipment at solidarity prices, available in 19% of responding structures, aims to make technology accessible to all, particularly to people in precarious situations. The structures recover, repair and recondition IT equipment, such as computers and tablets, which they then offer at reduced rates, while at the same time offering employment opportunities.

Diversity of audiences supported by digital mediation

"Contrary to popular belief, digital mediation initiatives are not limited to senior citizens," note the authors of the Observatory.

The breakdown of people supported by mediation operators remains stable: 31% seniors versus 32% in 2022, just behind adults at 32% versus 33% in 2022. Young people account for 22% of those supported, and children 13%, as in 2022.

"Families, especially parents wishing to understand and support their children's use of digital tools, also find invaluable support from digital mediators."

The number of respondents who say they work in rural areas has risen slightly, from 61% in 2022 to 66% in 2024. On the other hand, support in political neighborhoods (Quartiers politiques de la ville) is down, from 55% to 49%. Intervention in small towns (fewer than 20,000 inhabitants) remains stable, rising from 52% in 2022 to 50% in 2024. "The significant drop in interventions in peri-urban areas, from 41% to 29%, could be explained by a refocusing of actions towards rural territories or small towns, where needs are deemed greater. Similarly, the sharp drop in actions in metropolitan centers, from 34% to 21%, could be the result of a perception that these areas are better equipped with digital infrastructures and mediation initiatives".

The number of structures responding that say they operate in rural areas is increasing slightly, with 66% in 2024 compared with 61% in 2022.

Support in the "Quartiers politiques de la ville" (political neighborhoods) is down, from 55% to 49%. Intervention in small towns (fewer than 20,000 inhabitants) remains stable, rising from 52% in 2022 to 50% in 2024. "The significant drop in interventions in peri-urban areas, from 41% to 29%, could be explained by a refocusing of actions towards rural territories or small towns, where needs are deemed greater. Similarly, the sharp drop in actions in metropolitan centers, from 34% to 21%, could be the result of a perception that these areas are better equipped with digital infrastructures and mediation initiatives".

Digital mediation support methods

By 2024, 90% of the structures surveyed will offer individual support.

Group workshops, which enable us to cover a wider range of topics and maximize the impact of our training programs, are used in 92% of locations, a significant increase on the 83% in the 2022 study.

32% of facilities rely on self-directed learning, simply by making their equipment available to people who are sufficiently comfortable with digital tools. Less popular, distance support methods are also offered by 13% of respondents.

87% of facilities offer digital mediation on their own premises or at other locations, compared with 80% in 2022.

The number of structures offering online support remains stable at 2%, and 11% offer both face-to-face and online support, compared with 17% 2 years ago.

81% of operators work on their own premises, compared with 76% in 2022.

There has been a sharp rise in the number of drop-in sessions, from 47% in 2022 to 60% in 2024. Itinerant accompaniment and home accompaniment remain stable at 36% and 16% respectively (vs. 35% and 14% in

2022). Already mentioned in 2022 as a major challenge for digital mediation, "outreach schemes enable us to reach isolated and precarious audiences by moving digital mediation actions closer to the public. This can take the form of itinerant digital buses, or relocated workshops in places where people live, such as social centers, markets or temporary shelters".

When it comes to tools for detecting needs, respondents prefer to rely on the interviews they can conduct, their knowledge of the target audience and/or their expertise in designing action plans and intervention models. On the other hand, over a third of them use neither PIX, nor the Digital Barometer, nor the Digital Fragility Index.

17% of respondents claim to have an impact measurement approach within their organization, compared to 28% in 2022. In addition, 10% said they were in the process of setting up such an approach, 2 times less than in the previous survey (22%).

41% of organizations say they don't measure the impact of their digital mediation actions, compared with 50% in 2022, with the main reasons being a lack of knowledge of the methodology and tools available, and a lack of human resources.

Setting up such an evaluation is not without its difficulties. "The diversity of digital inclusion projects, as well as the variety of desired effects, complicates the establishment of uniform evaluation criteria. What's more, gathering information directly from beneficiaries can prove complex, requiring training for project leaders and a considerable investment of time. Last but not least, the cost associated with these approaches represents an additional obstacle for organizations, which often have to arbitrate between their available resources and the implementation of a rigorous evaluation. Despite these difficulties, many impact assessment initiatives are already guiding the understanding of the results of actions.

Jobs, skills and financing the sector

Since 2022, the breakdown between male and female digital mediators seems to have changed within employing structures.

Today, 45% of them employ a majority of women, compared with 30% in 2022. " This dynamic of feminization can be compared with the more general trend in the care professions (today, nine out of ten social workers are women) and in education".

The average age of digital mediators remains stable at 39.

The majority of these mediation professionals do not have a diploma related to the digital inclusion sector, i.e. 46% of field mediators and 60% of supervisory staff.

In 2022, 14% of mediators and 5% of managers held the state-recognized professional title of "digital mediation space manager" (REMN). By 2024, this percentage had risen to 20% of mediators and 15% of managers.

The average earnings of employed digital mediators are relatively low, at €1,484 per month. Among the self-employed, 60% say they earn more than €1,500 a month, while 30% earn between €1,300 and €1,500. In addition, 10% of freelancers work part-time.

A need for training and executive staff

The diversity of skills required by professionals and the constant changes taking place in the sector mean that many training needs have to be met.

Today, 54% of structures surveyed express a need for training their mediators in support practices, such as adopting new pedagogical techniques, personalizing support, or improving their ability to work with specific audiences.

What's more, 50% would like to train mediators in technical and legislative developments (such as the RGPD), in order to offer up-to-date support that complies with current regulations.

The growth in the number of digital mediation structures also highlights the need for managerial staff to operationalize their activities. Only 12% say they don't need supervisory staff. While 47% of respondents are satisfied with the number of supervisory staff they have, 32% report a shortage. The latter express difficulties in recruiting or even retaining professionals with the necessary skills. Barely 15% of the sector's managerial staff hold the REMN professional title, and the employing organizations report a need for training in this area.

Initiatives to structure the digital mediation sector

In response to the need to structure the professional digital mediation sector, an EDEC (Engagement de Développement de l'Emploi et de Compétences) has been launched by the ANCT, the DGEFP and the OPCO Uniformation in 2023. It aims to recognize the specific skills of the sector's professions, meet the growing training and professionalization needs of the players involved, and thus secure the various career paths.

It is based on a series of missions currently underway:

  • Skills mapping, which aims to establish a precise map of the skills required for digital mediation jobs. This includes the identification of technical skills (such as mastery of digital tools) and social skills (such as listening to and supporting vulnerable audiences).
  • Drawing up training reference frameworks: Based on this mapping, EDEC is working on the creation of training reference frameworks adapted to current and future needs, to structure training paths by aligning the skills developed with the expectations of the market and employers.
  • Developing professional qualifications: To enhance the value of digital mediation professions, the EDEC is helping to develop state-recognized professional qualifications to certify the skills acquired and improve the employability of digital mediators.
  • Strengthening partnerships: EDEC encourages collaboration between the various players involved in digital mediation, including employers, training organizations and public authorities. These partnerships are essential for creating synergies and pooling resources, particularly in terms of training and support for professionals.
  • The launch of an industry committee: This committee, made up of key players in the sector (representatives of associations, public authorities, companies and training organizations), is currently working on the creation of a label associated with a quality charter. This label will ensure the quality of services offered by digital mediators, clarify the range of services on offer, and promote the best practices of structures and professionals.

    • Référence :

Financial fragility of digital mediation structures

The financial fragility of structures in the sector was recently illustrated by the closure of emblematic structures such as Hubikoop, Le Chaudron, POP Café and APTIC. Although not all of them have ceased operations for similar reasons, the disappearance of key players remains a worrying signal for the ecosystem, highlighting the difficulties of sustaining initiatives.

Today, 85% of the private players who responded to the questionnaire are mainly financed by public funds (subsidies, AAP/AMI, public contracts...). 14% of organizations sell services or respond to public tenders, compared with 19% in 2022.

Patronage and donations, meanwhile, benefit 20% of structures, but are a complementary resource to public subsidies.

"European funds represent an interesting lever for financing digital mediation projects", observe the Observatory's authors. " These funds are mainly allocated by programs such as the European Social Fund (ESF) or the European Regional Development Fund (ERDF). They aim to finance initiatives that promote access to digital technologies, user training and the improvement of digital skills. However, despite their potential, few players in the field of digital inclusion are making full use of these funds, given the complexity of putting together applications, the cash advances required and the follow-up requirements".

Barriers to the development of digital mediation activities

The multiplicity of these funding sources is often perceived as a hindrance to those working in the field.

39% of respondents pointed to the complexity and dispersal of public funding, and 34% mentioned the difficulty of finding private funding. In the face of these difficulties, two support programs have emerged to equip professionals with the tools they need to develop other sources of revenue and demonstrate their impact on local communities: Cap*Mednum (a support program for scaling up developed by La Mednum) and 13M, the digital inclusion gas pedal run by H7, Groupe SOS and La Banque des Territoires.

36% of facilities report difficulties in communicating effectively about their digital mediation activities, making it difficult to mobilize audiences and raise the profile of their activities.

Références :

France Numérique Ensemble: a roadmap to support digital inclusion players

The France Numérique Ensemble (FNE) roadmap is a national strategic framework for promoting digital inclusion.

It is based on 4 key principles:

  • Territorialize the digital inclusion policy and support local players by mobilizing a dedicated engineering fund;
  • Deploy a range of digital tools accessible to all digital mediators to ensure lifelong skills development;
  • Support the sector's players in their efforts to structure the professional sector and ensure that training courses are better aligned with operational realities;
  • Collect and share structured data on a "tell-us-once" basis to better adapt digital inclusion policy to local and national realities.

In this context, local players, in particular local authorities, can become involved in the local governance of digital inclusion policies at departmental level.

"The real challenge for France Numérique Ensemble lies in the territorial application of this roadmap. For the national strategy to be truly effective, it needs to be adapted to local realities. Digital mediation players on the ground have a detailed knowledge of the specific needs of their territories, the audiences they support, and the most appropriate support methods". The co-construction of local roadmaps therefore makes it possible to capitalize on this expertise, while ensuring adherence to the national strategy.

"Not all local authorities are equally mature on the subject of digital inclusion", note the authors of the Observatory , "and local policies can be more or less accomplished, depending on the determination of elected representatives, the organization of services or the vitality of the ecosystem. Indeed, 22% of local authorities had not yet initiated any action before France Numérique Ensemble, and 21% had implemented actions but without a roadmap".

Référence :

Recommendations

Recommendations for digital mediation professionals

  • Communicate on the emancipatory aims of digital literacy, so that decision-makers and professionals no longer limit digital inclusion to access to rights and so-called "basic" technical and digital skills.
  • Propose solutions to support digital parenting, a key concern for families, and design a digital, media and information education offer in line with the needs of young people.
  • Articulate digital skills repositories with psychosocial skills repositories, to develop the digital confidence of the most vulnerable groups by putting the learner at the center.
  • Mobilize the tools available to carry out 360-degree diagnoses of the difficulties faced by the populations we support (equipment, digital and psychosocial skills, local facilities, etc.) to improve the design of the services deployed.
  • Rethink our outreach programs, by integrating digital mediation with existing social and cultural programs to support those most at risk.

Recommendations for Territorial Hubs for Digital Inclusion

  • Develop awareness-raising and training programs for transparent local elected representatives, to strengthen their involvement and ability to implement digital policies tailored to the needs of their territories.
  • Set up distributed European regional projects that benefit all digital mediation players, seeking to capitalize on the experience gained, through interoperation with digital inclusion communities and tools already developed nationwide.

Recommendations for local public players

  • Set up continuing education programs to specialize mediators and train social, educational and cultural professionals in the challenges of digital inclusion.
  • Set up local governance structures, using the France Numérique Ensemble roadmap and the territorial hubs for inclusive digital development, to clarify the different responsibilities of professionals and operating procedures in the region.
  • Carry out initial territorial diagnostics and structure the impact measurement of actions carried out to better target areas with less coverage, identify fruitful partnerships and effectively pool resources.
  • Take advantage of the obligation imposed on local authorities by the AGEC law (AntiGaspillage pour une Économie Circulaire) to acquire digital tools from reuse, to support the implementation of digital reconditioning activities by digital mediation players.

Recommendations for companies

  • Mobilize trainers in the digital mediation sector to promote the digital empowerment of employees, by creating a training offer in line with the company's commitments.
  • Get involved in digital mediation on a long-term basis by joining local authorities in financing initiatives, providing engineering support and prescribing services for the public.
  • Support innovation in digital inclusion through multi-year programs, by funding projects based on proven practices or aimed at continuously improving existing systems.

    • Références :

Sources

Labo Société Numérique

Labo République Française Agence nationale de cohésion des territoires
Digital Inclusion Observatory 2024: an overview of the sector and recommendations