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The goal of universal access to information and communications services is compelling. Enthusiastic networking innovators, business leaders, and government policy makers see opportunities and benefits from widespread usage. But even if they succeed and the economies of scale bring low costs, computing researchers will still have much work to do. They will have to deal with the difficult question: How can information and communications services be made usable for every citizen? Designing for experienced frequent users is difficult enough, but designing for a broad audience of unskilled users is a far greater challenge. Scaling up from a listserv for 100 software engineers to 100,000 schoolteachers to 100,000,000 registered voters will take inspiration and perspiration.
Shneiderman, Ben. Universal Usability (2000). Books>Usability>Accessibility>Universal Usability