The internet is for everyone but is it as accessible for everyone? Interviews with 32 people between 65 and 81 show major differences in their online experience. We get an insight into their experiences, needs and challenges.
Two speeds
The qualitative survey that Human8 conducted for us shows that within the over-65 age group there are two distinct types of internet users, i.e. active users and more reserved users, or basic users.
Imagine: two neighbours, both in their seventies. Marie uses her tablet every day to video-call her grandchildren, to shop online and to manage her finances. She feels confident and sees the internet as a valuable tool that enriches her life and makes it more efficient. It's a source of information and saves her a lot of time.
"I couldn't live without it. Mails, WhatsApp, booking trips, filling in my taxes online, checking our prescriptions, planning our walks, you name it."
Jeanne, on the other hand, feels overwhelmed by the digital world. She prefers traditional channels and likes to be helped in person. She only uses the tablet when she has to, checks her mail and follows the news on it. Jeanne is afraid she'll make a mistake and often feels lost in the complexity of the internet. It's like a foreign language to her.
Attitude and confidence
The contrast between these two groups is not only a matter of skills, but also of attitude. Active users like Marie see the internet as an extension of their social circle, a place where they can stay in touch with their loved ones and explore their passions. Cautious basic users, on the other hand, feel the pressure to fit in, afraid of being left behind in a world that is increasingly online.
“I feel really pressured, I have to be on the internet to keep up, otherwise I'll miss out but it causes me so much stress and worry.”
There is clearly a cause-and-effect relationship between experience, attitude and confidence. Little knowledge of the internet makes basic users more vulnerable to attacks. As a result, they easily fall victim to attacks and don't seek or accept appropriate help because they feel they have little knowledge about how to use the internet safely. How can we break this vicious cycle?
Cybercrime
A negative experience affects people's confidence. Online scams are increasingly common, i.e. phishing emails, fake shops, fraudulent posts on social media. For many people, these types of scams feel like a trap that can snap shut just like that.
An active internet user will often spot popular scams such as spam , fraudulent links or fake webshops in time, but the real targeted scams are harder to identify. People who fall victim to them often react in a very emotional way: scared, embarrassed, angry at themselves and at the scammer. And for a basic user, such an experience can have a paralysing effect.
Take Jean, for example, who recently fell victim to a WhatsApp scam. He received a message from his ‘son’ who was abroad and urgently needed money. “It all seemed so real, I kind of panicked and transferred the money,” Jean says embarrassed. Situations like this leave a deep impression, often followed by embarrassment and an even greater reluctance to use the internet.
“I didn't tell anyone about it. Only my family. I was ashamed that I'd allowed myself to be scammed.”
Different needs
Active and basic users have their own needs when it comes to internet safety and support. Active users like Marie need practical information and tools to stay safe online. They often rely on their experience and external factors, such as well-known websites and security certificates. They look for tips online themselves.
Basic users like Jean need simple, clear language and practical examples. Their confidence using the internet is not sufficient to start looking for tips online themselves. For them, help has to start at the level of experience. They often have general computer problems that prevent access to the internet. Things like setting the browser , adjusting the font size, downloading apps and updating software are essential to use the internet. The more advanced tips come after this.
Help and support
For many senior citizens it's great to get help from their children or grandchildren when they have digital questions. But even they don't always have enough patience or time, and not everyone wants to ask relatives for help. Fortunately, more and more senior associations and other services are providing courses that give a step by step explanation on how to use the internet safely and efficiently. We've also noticed that a number of active senior citizens are very helpful in getting the less active ones started.
The survey also underlines that empathy and patience are needed in support. Many senior citizens feel uncomfortable asking for help, especially if they've been victims of cybercrime before.
Helping senior citizens feel safe on the internet is everyone's responsibility. This is where the people close to them, such as family and neighbours, can play a big part. Companies and organisations should communicate regularly on their websites and send emails about scams that are doing the rounds. The government and IT platforms need to centralise services and make them more user-friendly, and optimise apps such as Itsme for easier use.
DNS Belgium is looking at how it can help both groups. We want to continue giving active users tips on how to go online safely. To reach basic users, we need to find out how best to do that, through people that are close to them, family etc. We are happy to help senior citizens find the right way online, including to help when needed. A comprehensive overview of existing initiatives and organisations that help around digital skills or victim support are among them.
This survey was made possible thanks to the involvement and commitment of several associations for the elderly and Digibanks. They helped us reach a diverse group of participants, which was essential for the depth and reliability of our survey.
With this article, we support the United Nations Sustainable Development Goals.