16th December 2024
Older individuals experiencing digital exclusion say they avoid using technology due to their lack of English proficiency and fear of being scammed. For many, an additional significant barrier making devices less accessible is their health condition. This was revealed in a survey commissioned by the Office of the Equal Opportunities Ombudsperson ir Lithuania.
According to the survey, nearly half of respondents aged 55 and older admitted that digital technologies are difficult to access due to issues with the English language (45%) and concerns about fraud and scams (43%). Another 37% of participants cited potential violations of personal data protection and privacy.
“The hardest part for me with a computer is when I turn it on, and it pops up all these windows asking for something in English. I don’t know English, so I don’t know what it’s asking for. I click something, but it’s still not right. Then I call my son, he comes over, and I say, ‘Look, what does it want from me?’” said Ona, a participant from Vilnius, during a focus group discussion in the study.
More than a quarter (27%) of respondents identified a lack of knowledge and skills as a barrier. Nearly one in five struggles with technology due to health issues. Another 15% noted that devices are too complicated to use, and the same percentage reported fear of making mistakes, embarrassment, or reluctance to ask for help. One in ten participants stated that they do not own a digital device or have internet access at all.
Websites and Apps Are Unfriendly to Older People
“It is clear that a significant portion of the study participants find digital technologies unsettling. The reasons are complex and linked not only to a lack of self-confidence and ingrained habits but also to objective circumstances, such as deteriorating eyesight. It is no surprise that many older individuals described websites and apps as difficult to use and emphasized their unfriendly design,” said Jolita Miliuvienė, Seimas Ombudsperson, temporarily performing the duties of Equal Opportunities Ombudsperson.
Study participants mentioned that they struggle to read text or buttons on screens, and due to memory decline, they have difficulty remembering where to click. They highlighted complicated and confusing website and mobile app navigation, difficult login and password management, frequent software updates, fonts that are too small and hard to read, insufficient color contrast, and other issues.
“In this context, the accessibility of digital devices and programs becomes an important issue, not only for many older people but also for individuals with disabilities. Service providers and digital content creators do not always adequately address this aspect,” J. Miliuvienė observed.
Training Exists, But It Does Not Work for Everyone
According to the Ombudsperson, rapidly evolving technology poses the greatest challenges for those who did not work with computers or other digital devices during their professional careers.
“This often leads to fear and embarrassment. People participating in the study mentioned that news reports about scammers using digital tools to steal money increase their anxiety about making mistakes, entering personal data incorrectly, and contribute to caution and reluctance to try digital technologies. This fear is further reinforced by warnings from family members,” J. Miliuvienė pointed out.
“I’m scared. Not because I’m completely clueless, but because my son warns me. So, I just say, since you live in the same building, I’ll come to you and let you do it for me,” said Kristina, a participant from Molėtai. “My son tells me, ‘Mom, be careful when ordering anything, make sure you click the right thing, or the money will go somewhere, and you won’t get it back,’” another woman shared during a focus group discussion.
According to the Office of the Equal Opportunities Ombudsperson, computer literacy training could help solve this problem, but their organization and content often raise concerns. “Most study participants had attended digital literacy training but assessed their effectiveness skeptically – lessons, they said, were too generic, did not consider individual needs and abilities, and were conducted remotely through computer programs,” said J. Miliuvienė.
“My observation is that young people – children or grandchildren – do not know how to teach us. They lack patience. They often just do everything quickly, ‘click, click, click’ – they don’t think about why and how. But we need to think, and I say we need to think not because we’re slow, but because we need to understand what we’re doing and why we’re clicking,” said Diana, a participant from Vilnius.
Another participant, Vytautas from Vilnius, is convinced that remote training does not work for older people. “All these trainings on Zoom… If I don’t know how to use a computer well, I can’t even connect in the library because you can’t be loud [to listen and talk]. All those Zoom lectures meant for beginners are useless. There needs to be a place where you can go in person,” he explained.
He also provided a concrete example – an online training program for seniors called No One is Forgotten. “And again, the lecture is on Zoom. What does ‘no one is forgotten’ mean? Half the pensioners are forgotten because the lecture is on Zoom,” the survey participant complained.
Nevertheless, some study participants identified libraries as a good source of help when trying to integrate into the digital world. One woman shared that a library employee not only teaches and explains things but also helps solve accessibility issues for those without online banking, such as purchasing intercity bus tickets from her own account when it is not possible to buy them in person in that city.
The study on digital exclusion revealed that 40% of respondents aged 55 and older struggle to register online for doctor’s appointments or other specialists. One in three finds it difficult to purchase public transport tickets digitally. Nearly four in ten reported serious challenges using discounts available only via apps. A fifth of older adults face difficulties paying bills online.
The non-representative study on digital exclusion was conducted between July and September of this year. During the study, residents aged 55 and older, as well as their relatives, completed both paper and electronic surveys and anonymously shared their experiences of facing digital exclusion when accessing services or shopping. In addition, in-person meetings with senior community groups were organized. A total of 1,982 individuals participated in the quantitative survey, with 1,675 (85%) filling out the online questionnaire and 307 (15%) completing a paper version. Focus groups included 24 participants.