When I started my research on low income use of mobile phones in Kenya, my goal was to understand how ICTs are adapted by these actors. But, research often goes in unexpected directions when you start talking to people….!
One unexpected outcome of my research was the level of complaints about mobile. People were running into problems with mobile technologies and services – cheap mobile phone handsets were unreliable, people were getting scammed through mobile money/SMS and mobile phone reception was terrible on some networks. Sure ICTs had created some new benefits and opportunities but not without creating a number of undesirable problems.
A new paper , now available in the journal Technology in Society, digs a bit deeper into these issues. The paper considers such complaints as symptomatic of a wider challenge of ‘quality’ of innovations in low income markets.
To my knowledge, this is one of the first attempt to explicitly research this negative side of mobile, so I think it is an important piece of work