The use of multipurpose community telecentres and their services in Malawi: the case of Lupaso Community Telecentre

Abstract

Telecentres in Malawi are being established to bridge the digital divide. Though the basic assumption is that once telecentres have been established many will adopt them, they are being used by a relatively small percentage of the population. However, limited systematic research has been done to understand why. The purpose of this study was to examine factors influencing the acceptance and use of telecentres and their services in Malawi. Specifically, the study aimed at establishing: the access and usage patterns of telecentres and their services; relevance of telecentre service to the community members; factors affecting the usage of telecentres; and challenges facing telecentres and their users. The study employed Rogers’s Diffusion of Innovation Theory which explains how innovations are taken up. This was a quantitative and qualitative case study of one Multipurpose Community Telecentre: Lupaso Telecentre. Questionnaires were given to 130 users who visited the Telecentre during a two-week data collection period in May 2014. Face to face interviews were conducted with three telecentre staff and management committee; and one Malawi Communications Regulatory Authority staff, the implementers of the project. Document and records analysis and observation were used to verify data from the Telecentre users, staff and the management committee; and to formulate some questions for interviews with some key informants. The study reveals that a majority (94.6%) view the Telecentre as an important project; it is improving human skills, increasing the finances and strengthening social capital of the community members and many (85%) users are satisfied with Telecentre service. The negative finding is that only a few people use and benefit from the Telecentre; there is uneven access: users are generally male, young, with low educational and income levels, farmers and Nkhondes; and the ICTs are not the chief attraction. The study finds that convenience and cheaper services; compatibility of services with community’s needs; communication channels, social system, visibility of the benefits of using the Telecentre; and complexity of ICTs influence the use and non-use of the Telecentre.