Digital Navigator Model

Anyone can use the term digital navigator!

We request that NDIA is cited for the definition of digital navigator and any of the resources provided by NDIA under the CC BY-NC-SA 4.0 Attribution-NonCommercial-ShareAlike 4.0 International. The term “digital navigator” was developed in 2020 and updated in 2024 to help bring together a community of practitioners doing similar work and provide a descriptor that was standard across many communities. Further, the digital navigator model has evolved based on input and guidance from NDIA’s Digital Navigator Working Group and affiliate network.

YES! The term “digital navigator” is useful for describing this kind of similar work nationally and connecting with similar programs, but a different term may be better for your community. Even when the term was first coined, there were already programs doing this work under different names. The digital navigator model and community are available to everyone committed to serving their community’s digital inclusion needs through holistic, ongoing one-on-one interactions.

NDIA’s community have shared what they use in Spanish to identify a Digital Navigator including: Navegador Digital, Especialista en acceso tecnológico, Asistencia Técnica Personalizada, Facilitadores de Acceso Digital, and Facilitadores Digitales. While Navegador Digital may seem like the most obvious translation, it is important to note that the term “navegador” also means browser. Let us know if you use a different term in Spanish, or join the Digital Navigator Working Group to discuss with other programs.

Not necessarily. We have seen the term “digital navigator” used to describe trusted guides who assist community members in accessing and using the internet, devices, and digital skills in a wide variety of ways in a variety of settings. For one measure, we have over 400 people in our Digital Navigator Working Group currently and it continues to grow. We also know there are programs offering similar services under different titles. The term “digital navigator” is useful for describing this kind of similar work nationally and connecting with similar programs.

Digital navigators dedicate time and skill development to preparing for, and working with community members to connect them with low-cost and affordable home internet, appropriate devices, and digital skills instruction. Many public libraries provide similar services but those services are often for one aspect of digital inclusion, such as a digital skills class, or to meet a single immediate need, such as help resetting a password in a computer lab. Some library staff are cross-trained as digital navigators and tasked with providing those services. These services are characterized as having dedicated resources, staff time, and support, and are designed to allow repeated, one-on-one interactions for long-term support in all areas of digital inclusion.

It is important that digital navigators are trained and committed to provide excellent customer service and quality, consistent support. As with many programs, consistent and excellent service is more likely in a scenario where a commitment is required and fair compensation is provided. Some programs are successful using volunteers as digital navigators in combination with paid program staff.

Lots! There are more than 500 people connected to NDIA’s Digital Navigator Working Group and we’re learning about new programs every day. The Digital Navigator Program Directory below currently has over 80 program. Tell us about your program to be added to the directory!

There is no comprehensive national directory of digital navigator programs. Good places to look for existing digital navigator programs include NDIA’s Affiliate directory, digital inclusion coalitions, libraries, community action agencies, community health organizations, housing organizations, community colleges, workforce development centers, extension offices, etc.

The DN community is very generous! You can start with the resources freely available on this page, but a great place to start is the Digital Navigator Program Toolkit. The Digital Navigator Working Group members share many of their resources through shared docs and a listserv. Reach out to [email protected] to connect.