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A considerable portion of the US population still lacks access to technology, which causes challenges for marginalized communities to access information and services. Research on the digital divide exists in various contexts, but few have examined it in the context of human services. This study examines the impact of socioeconomic status on the methods of communication used when searching for service-related information. We analyzed both quantitative and qualitative data collected from 63 low-income and/or current human service users in Albany, New York. Education showed positive associations with smartphone ownership and personal computer use. Income was found only significant for tablet use. Non-whites were more likely to use mobile apps to web browsers compared to whites. Qualitative analysis revealed three key themes (i.e., availability, ease of use, and usefulness) as influencers of individual preference of methods. Our findings suggest that the digital divide is not merely about the income level but also educational background and culture. Human service professionals need to consider multiple channels to reach targeted populations for service delivery. Particularly, the collaboration between service providers and public libraries is worth examining to ensure the physical access and skills training for those who experience the digital divide at multiple levels. [ABSTRACT FROM AUTHOR]

This article examines service coordination patterns across various service areas in Albany, the capital city of the New York State. Based on 42 in-person interviews with executive directors at various human service agencies, inter-organizational network was constructed and analyzed. The network displayed sparse and multipolar connectivity, suggesting that organizations operate in silos, with few organizations holding key positions of structural importance in the network architecture (so-called "super-connectors"). In addition, content analysis drew qualitative insights into perceived challenges to coordinate services. Several factors, both external (e.g., lack of trust or centralized communication system) and internal (e.g., lack of resources or knowledge) might have contributed to the observed structural properties. This finding suggests further examining the role of super-connectors in future research to better understand why these hubs exist and how they can work with other organizations in a cooperative and mutually beneficial manner. [ABSTRACT FROM AUTHOR]