Lack of exposure to technology
- Speed of technological change. Some may have had good computer skills before retirement, but are now left behind by advances in mobile phone technology and AI.
- Lack of exposure to technology through work is a disadvantage (e.g., former manual workers looking for work, stay-at-home parents, those leaving the education system early, prison leavers, those with a history of substance abuse).
- Older people didn’t learn how to use technology at school and now find it difficult to find out what they need to know. No physical learning manual.
- Many parents don’t know enough about cyber-security to protect their children.
Knowledge gaps
- Some lack basic phone skills (e.g., pinching the screen to make things bigger, shortcuts and tips, installing apps, arranging photos, uploading an image, using QR codes).
- Confusion exists between using an app and going online. Some don’t understand that an app on a phone uses the internet in the same way a website does on a laptop.
- Many don’t have an email address and don’t know how to set one up. Can get locked out easily and then don’t know what to do next.
Other issues
- Those who don’t have a good level of English language skills or low literacy skills struggle to understand or translate information online. Can be harder than face-to-face or telephone interactions where things can be explained in different ways and help given.
- Lack of IT skills makes it difficult to do job applications, even if the job being applied for won’t involve digital skills.
- Buying a device is complex whether it’s a tablet, smartphone or laptop. Don’t know what to look for. Confusion over data packages and bundles.
“He was using an online grocery app each week to have his food delivered but he was scared of going online to look for a job. He thought it was something different and scary.”
“I’m OK once I’m online, but if something goes wrong, or I have to reset a password or something, I panic.”
