IFB Digital Inclusion Toolkit

What is the internet?

The internet is a giant network that connects computers, phones, and tablets all over the world. When you go online, you can look up information, talk to people, watch videos, pay bills, book appointments, and much more — all from your device.

You do not need to know everything to get started. You only need to know a little bit at a time. This toolkit will guide you, one small step at a time.

What can the internet help you do?

• Find information — health advice, local services, news
• Stay in touch with family and friends
• Access government services like Universal Credit or the NHS
• Learn new things at your own pace
• Shop, pay bills, and manage your money safely

What is a web browser?

A web browser is the app that opens when you want to visit a website. It might look like a compass 🧭 (Safari), a coloured circle (Chrome), or the letter "e" (Edge). Tap or click its icon to open it — that is the door to the internet.

What is a device?

A device is anything you use to go online — a smartphone, a tablet, or a computer. They all work in slightly different ways, but the basic ideas are the same.

Key words to know

Smartphones and tablets

These have touchscreens — you control them with your fingers. No separate mouse or keyboard is needed, though you can add them if you find it easier.

Computers and laptops

These use a mouse or trackpad to move a pointer around the screen. You click buttons instead of tapping them. The keyboard lets you type text.

What is an app?

An app — short for application — is a programme you use on your device to do a specific thing. You probably already use apps without realising it. A calculator on your phone is an app. So is a map, a weather forecast, or a camera.

Useful free apps for everyday life

• WhatsApp — send free messages and make free calls to anyone in the world
• Gmail or Outlook — send and receive emails
• Google Maps — find your way around and get directions
• NHS App — book GP appointments, order repeat prescriptions, see your health record
• YouTube — watch videos on almost any topic, including tutorials that teach you new skills

How to get an app

On a smartphone or tablet, go to the App Store (Apple devices) or Google Play Store (Android devices). Search for the app by name and press Install or Get. Most apps are free.

Staying in touch

Apps like WhatsApp and email mean you can stay connected with family and friends even if they live far away — and it costs nothing beyond your data or Wi-Fi connection.

Why staying connected matters

Being connected to people is one of the most important things the internet can do for you. It can reduce loneliness, help you stay close to family, and make sure you always have someone to turn to.

Free ways to stay in touch

• Video calls — see and hear the person you are talking to, for free, anywhere in the world. WhatsApp, FaceTime, Zoom, and Google Meet all offer free video calling.
• Messages — send text messages through WhatsApp or iMessage for free over Wi-Fi or mobile data. No need to pay for texts.
• Email — write longer messages and attach photos or documents. Gmail and Outlook are free to use.
• Social media — platforms like Facebook let you stay in touch with friends and family, join community groups, and see local news and events.

What is Wi-Fi?

Wi-Fi is a wireless internet connection. When you are connected to Wi-Fi at home, in a café, or in a library, using the internet does not use your mobile data allowance — so it is free.

Passwords

• Never share your password with anyone — not even someone claiming to be from a bank, the government, or a tech company
• Use a password that is hard to guess — a mix of letters, numbers, and symbols works well
• Use a different password for different accounts if you can
• If you forget a password, most websites have a Forgot password? link to help you reset it safely

Spotting scams

Scammers try to trick you into giving away your money or personal information. Watch out for:

• Messages or emails asking for your bank details, password, or personal information
• Messages saying you have won a prize you did not enter
• Phone calls claiming to be from your bank, HMRC, or the police asking you to transfer money
• Links in texts or emails asking you to "verify your account" urgently

Protecting your device

• Keep your device updated — updates often fix security problems
• Only download apps from the official App Store or Google Play Store
• Lock your device with a PIN, fingerprint, or face recognition so others cannot access it

If something goes wrong

• Do not panic — most problems can be fixed
• Tell a trusted person straight away
• Report fraud or cybercrime to Action Fraud at actionfraud.police.uk or call 0300 123 2040
• Get free help at your local Citizens Advice or library

Health

• Book a GP appointment through the NHS App or your surgery's website — no need to call and wait on hold
• Order repeat prescriptions online
• Find trusted health information at nhs.uk
• Access mental health support and community services online

Money and benefits

• Check and manage your Universal Credit account at gov.uk
• Use your bank's app or website to check your balance, pay bills, and transfer money safely
• Compare prices before buying anything to make sure you get the best deal
• Find local foodbanks and emergency help through Turn2Us

Learning and work

• Search for jobs on Indeed, Reed, or the DWP's Find a Job service
• Take free online courses through Learn My Way, FutureLearn, or the Open University
• Update your CV using free tools like Canva or Google Docs

Local services in Southwark

• Find council services, bin collection dates, and local planning at southwark.gov.uk
• Find local community events and support through Southwark's community directory
• Report issues like broken street lights or potholes online

How to build your confidence

• Start small. Pick one thing — sending a message, booking an appointment, looking something up — and do just that. Then do it again. Then try the next thing.
• Repeat until it feels normal. The first time you do anything digitally it will feel unfamiliar. The fifth time it will feel easy. The tenth time you will not even think about it.
• Ask for help and keep asking. There is no shame in asking someone to show you again. The best digital learners ask the most questions.
• Celebrate small wins. Sent your first WhatsApp message? That is a real achievement. Booked your first GP appointment online? That is a skill you now have for life.

What if I make a mistake?

Almost every mistake online can be undone or fixed. If you send a message to the wrong person, you can often delete it. If you accidentally click on something, you can close it. If you are unsure whether something is safe, close it and ask someone before doing anything else.

Keep learning with Learn My Way

Learn My Way is a free platform with short, friendly modules designed specifically for beginners. You can work through them at your own pace, at home, in a library, or at a community session. It is completely free and no one judges your progress.

What you have learned

• Level 1 — Foundations: You understand what the internet is, what devices do, and how to use basic functions.
• Level 2 — Communication and apps: You know how to use apps to stay in touch and access everyday services.
• Level 3 — Everyday digital life: You can use the internet for real tasks — health, money, local services, and learning.
• Level 4 — Confidence and independence: You have the mindset and tools to keep building and to help others.

🌍 Your next steps

• Continue learning on Learn My Way — free, friendly, and designed for you
• Assess where you are using the IFB Stage Index
• Explore the full IFB Digital Inclusion Toolkit
• If you or someone you know needs a free SIM card or device, contact an IFB Data Waypoint organisation or visit ifbgaming.com
• Would you like to volunteer as a Digital Champion and help others? Get involved →