“It's one of the most important things we carry for us”: How mobile hotspots support people experiencing homelessness

Abstract

Previous studies have examined the benefits and challenges of using mobile phones to support people experiencing homelessness. However, few studies have considered how mobile Wi-Fi hotspots support unhoused individuals and couples through public library lending programs. This paper seeks to address a gap in mobile communication scholarship by contributing insights from a qualitative study of library patrons who checked out mobile hotspots from the Boston Public Library in Massachusetts, USA. The findings show that although mobile hotspots provided many benefits for public library patrons in general, these devices facilitated mobile communication with a different sense of urgency for six people experiencing homelessness who also happened to be in romantic relationships. More concretely, the study found that mobile Wi-Fi hotspots reduced stress and anxiety for unhoused patrons because without the devices, patrons without fixed residences worried they could not be found; that hotspots kept unhoused patrons more connected, and therefore safer, in their tents despite the cold weather and a lack of electricity; and that unhoused patrons were concerned about their devices getting stolen because of their precarious situation. Although the unhoused patrons who participated in this study also shared their recommendations regarding how mobile hotspot lending programs in public libraries could be improved, they also mentioned that the benefits of hotspot availability far outweighed their challenges. The findings have implications for those working to address homelessness, including community-based organizations, government agencies, and policymakers who seek further insights into the positive role that mobile hotspot devices can play in supporting positive health outcomes for individuals and couples experiencing homelessness.