DNHV: Report Highlights and Recommendations

This page outlines the findings from research on data gathered by Southeastern NY Library Council about the Digital Navigators of the Hudson Valley program between 2022–2024. Explore this page or download PDF files of the full executive summary and summary of data findings to learn more about the impact of the program.

New Yorkers continue to face significant challenges gaining access to affordable and reliable high-speed internet, digital devices, and digital skills. The New York State Digital Equity Plan found that “nearly one million New York households—13% of all households—lack access to broadband internet of any type.” Those with limited monthly incomes, including older adults, people with disabilities, and individuals with language barriers are significantly less likely to have broadband internet service. These are some of the many digital equity challenges highlighted in the 2023 New York State Internet Access Survey, which resulted in 5,781 responses.

The State Digital Equity Plan also reported that 9% of all New Yorkers did not have access to the internet-enabled devices they needed at home and 13% of New Yorkers found it “difficult to navigate the internet to meet their needs.” Only half of all survey respondents reported feeling “completely confident” in their ability to learn online, find online medical information, and apply for jobs. (p. 94). One issue facing 87% of New Yorkers, regardless of background, is the inability to feel safe online (p. 57). In the Mid-Hudson region alone, 89% of residents reported being concerned or very concerned about their digital safety. These findings represent enormous challenges to addressing digital equity in New York, including in the Southeastern region.

One solution is the Digital Navigators of the Hudson Valley (DNHV) initiative.
Southeastern NY Library Resources Council launched the program in 2022 in collaboration with partners at the Mid-Hudson Library System, Ramapo Catskill Library System, and Westchester Library System. The DNHV program has since trained over 130 individuals at 84 public libraries and non-profit organizations to become Digital Navigators. DNHV defines “Digital Navigators” as “trained, trusted guides who help deal with a variety of technology needs. Navigators work in libraries and other community organizations. They assist anyone in need with using a device, securing free or low-cost internet service, and much more.”

Between 2022–2024, eight cohorts of applicants from libraries and other community-based organizations were trained to become Digital Navigators. The program requires that Navigators should either be employed by a local institution or have an established volunteer role with one. The initial cohort included 80 individuals and each subsequent cohort consisted of 12–30 new and returning navigators. The cohorts were trained to help New Yorkers locate affordable home internet, devices, and digital skills training. They also learned how to complete client intake forms, utilize marketing materials, leverage communication tools to connect with other Digital Navigators, and practice client interactions through role-playing. Once the training was complete, Digital Navigators were ready to begin work in public libraries and non-profit organizations across their regions. This work included supporting New Yorkers and their digital equity needs through repeated interactions with community members to address technology issues, including home connectivity, devices, and digital skills.

L&G Research and Evaluation Consulting, working in partnership with the Digital Equity Research Center at the Metropolitan New York Library Council, analyzed data gathered by the Southeastern NY Library Council about the Digital Navigator program between 2022–2024. The research team found many benefits for public libraries, underscoring the necessity of these services for libraries and other community-based organizations in their regions. Because nationwide indicators for measuring the outcomes and impacts of Digital Navigator programs do not currently exist, we believe the findings in this report will help to inform efforts to develop indicators in the future. Some of the key findings from the analysis are highlighted below:

Individual community members received direct benefits from Digital Navigators. Some of these benefits are highlighted in the following findings:

Public libraries and non-profit organizations also received direct benefits from having Digital Navigators. Some of these benefits are highlighted in the following findings:

Digital Navigators gained new skills in the following areas:

Digital Navigators made connections to other organizations through their participation in the program.

Because the majority of Digital Navigators were already employed as staff members at a public library or other non-profit organization, there were many direct benefits to the “host” organizations as well. These benefits include: increased confidence in helping people with technology needs; increased awareness among staff about digital equity issues in the community; gained knowledge of affordable internet service options for patrons; increased digital literacy skills among library staff; increased communication skills and deeper awareness of library services and digital resources.

The majority of Digital Navigators had an overwhelmingly positive experience, believed the program was personally and/or professionally rewarding, and joined calls to expand or continue the program. Some of these experiences are highlighted in the following quotes from Digital Navigators reported in data collected through exit surveys and client interaction forms:

These insights show that Digital Navigators appreciated the educational aspects of the program and the opportunity to learn more about library patrons and additional ways to support them.

Based on these and other findings found in the report by L&G Research and Evaluation Consulting, this final section suggests future directions for Digital Navigator services in the Southeastern region of New York. These include the following:

Leverage Digital Navigator programs to build and strengthen community partnerships.

Data gathered by Southeastern NY Library Council show that many new community connections were made through the program. These include partnerships between public libraries and organizations serving older adults, and other organizations, such as soup kitchens, schools, churches, and local businesses. As a result, public libraries can leverage Digital Navigators to help create and sustain new and existing partnerships to promote digital equity.

Offer Digital Navigators as a professional development opportunity.

Findings from the study show that Digital Navigators gain both the technical and “soft” skills needed to effectively support community members and their digital equity needs. Public libraries should consider Digital Navigator programs as an opportunity to advance professional development among their staff.

Utilize Digital Navigators for resource sharing and coalition building.

Southeastern NY Library Council’s cohort model allowed Digital Navigators to get to know others working in libraries across the region. This was particularly helpful in learning how to navigate and address digital equity challenges experienced by others beyond their individual libraries. This approach offers an opportunity to build and strengthen healthy digital equity ecosystems across a particular library’s region.

Dr. Colin Rhinesmith is a nationally recognized expert on digital inclusion and meaningful broadband adoption initiatives in urban and rural communities. Rhinesmith is an associate professor and director of the Digital Equity Action Research (DEAR) Lab in the School of Information Sciences at the University of Illinois Urbana-Champaign. He is also a Research Fellow with the Quello Center at Michigan State University and Co-Editor-In-Chief of The Journal of Community Informatics. Rhinesmith is author of the forthcoming book, titled “Digital Equity Ecosystems: How Community Coalitions Reduce Inequality and Strengthen Democracy” that will be published by the University of California Press in 2026.

Support for the project, titled Hudson Valley Connected, was provided by New York State’s ConnectALL Digital Equity Technical Assistance Program and funded by the New York State Executive Budget. The project was awarded in January 2025 to Southeastern NY Library Resources Council and managed by the Digital Equity Research Center at the Metropolitan New York Library Council.