carmen indorato
Extraordinary
"I think you touch on a wider point and that is those who are excluded or have other needs of the Internet."
Not in that example, that was about company's falling for the hype that social media makes the company look, and work, better.
Instead they have to spend more money dealing with those extra compaints. Cash that could better spent on services or infrastructure.
Whereas if customers have to write/phone in, considerably less will do so.
Though I do agree with your thoughts on what's known as "Digital Exclusion". Especially as a lot of government services are now online only. Such as self-employed tax filings or applications for the much hated "Universal Credit" (for non Brit's that's a catch all benefit for the unemployed or on a low income).
Most government depts don't have publicly accessible machines or WI-FI. Instead if you don't have DSL at home, assuming you have a home, it's ether use friends, free wifi in cafes/pubs or the library.
Which, on the odd occasion I've had to use the latter (usually to print) is often "interesting". While the staff are always great, porn surfers are not unusual, but shoulder surfers are an everyday thing. Usually to see how time you have left on a machine (they have timers) but sometimes just plain nosy people. So you can forget privacy.
However the biggest thing is, that many forget, is that using a PC/web requires 2 core skills.
#1, someone knows how to use a PC.
#2 The ability to read.
If you have a PC use the library wifi so you can hide in a cubicle and surf as you like all snug and private-like. That is what I do when i have trouble with my connection. My library is a 5 minute walk and I'm on!
No PC? Smart phone or tablet. much cheaper and do the trick.