Help the Hospices - Transitions in Later Life
OPEN AGE
Digital Inclusion Survey Report
June 2013
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Report Commissioned by
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Table of contents
1. INTRODUCTION 1
2. METHOD 1
3. QUESTIONNAIRE RESULTS 2
3.1 Sex, Age & Borough 2
3.2 Usage of a Computer 3
3.3 Why Participants use a Computer 4
3.4 Why People do not Access the Internet 4
3.5 Knowledge & Use of the Council Website 5
3.6 Equipment Ownership 6
3.7 Cost 6
3.8 Where & When People Learnt to Use a Computer 7
3.9 Additional Training Requirements 8
3.10 Help & Support 9
3.11 Skills Level 9
3.12 User Profiles 9
3.12.1 Not Interested sub-category information 10
3.12.2 Reluctant User sub-category information 11
3.12.3 Average User sub-category information 11
3.12.4 Lacking Confidence sub-category information 11
3.12.5 Keen User sub-category information 12
3.12.6 Super Confident User sub-category information 12
3.13 Other Points 12
4. FOCUS GROUPS 13
4.1.1 Telephone Conferencing Book Group – Open Age 13
4.1.2 Open Age Monthly Members Meeting 13
4.1.3 Open Age Exercise Session followed by a Social - Focus Group 14
4.1.4 Age UK K&C Intergenerational Knitting Group 16
4.1.5 Age UK K&C Digital inclusion Focus Group at Tavistock Sheltered Housing Scheme 16
4.1.6 Age UK K&C Additional Focus Groups 17
5. CONCLUSIONS & RECOMMENDATIONS 17
6. APPENDICES 22
6.1 Appendix A – The Questionnaire Distributed 22
6.2 Appendix B – List of Additional Training Requirements from Regular Internet Users 26
6.3 Appendix C – Full List of Additional Free Text Comments 28
INTRODUCTION
This report has been commissioned by the Royal Borough of Kensington & Chelsea (RBKC) Council from Open Age, in conjunction with Age UK Kensington & Chelsea. The commission was to survey the usage of digital technology by older residents of the borough and consider how this might impact on the potential for service developments.
The Council and their partners had noted that there was an explosion of high end digital technology available in the market but that there appeared to be a growing capability gap, particularly amongst the elderly, that will be a challenge to address moving forward. It was further noted that improving internet provision was a key priority area for the Council in order to encourage people of all ages to take advantage of a wide range of information and services available to them online. The Council’s overall aims being to:
• improve access to broadband access within RBKC
• increase the use of the Borough’s online services
• increase the use of assistive technologies
• increase the number of digitally literate residents that are confident users of digital technologies
The council had requested that Open Age as lead for the project undertook a basic survey of their membership and their current internet accessibility, usage and demand, noted any barriers to inclusion, and asked how much people would be willing to pay for internet usage.
This report details the method adopted to deliver this project before covering the results gained from the questionnaire distributed by various means in detail. Focus group responses are then covered in detail to try and balance out the provision from those who are digitally included who answered the questionnaire and those who may be excluded who did not respond. Conclusions and recommendations are then drawn for consideration as to what the Council needs to consider in order to move forward in the desired manner.
At this very early stage it needs to be recognised that there is one major caveat with regards to considering the information contained in this report. Those who responded to the questionnaire were self selecting and the information gained therefore reflects their interest in the subject, and might not be fully representative of all RBKC residents.
METHOD
The key requirement of the commission was to circulate an appropriate questionnaire to various randomly selected RBKC residents to ascertain their views on a variety of topics with relation to the internet and digital inclusion. The questionnaire was then to be made available online and residents encouraged to complete the online version if they had not already completed a version in hard copy. The questionnaire was to be trialled before distribution with various Open Age Members to check it was appropriate, understandable and easy to use.
The questionnaire was to be supported by responses gained from various Focus Groups, primarily run by Age UK Kensington & Chelsea (Age UK K&C) which would be led by a facilitator and where people who were less likely to be digitally included could voice, and have their opinions included in the survey process.
All responses were to be recorded in a spreadsheet for analysis, and an appropriate report written.
In order to encourage a response Open Age offered participants who completed the questionnaire either in hard copy or online the opportunity to be included in a draw for £50 worth of John Lewis gift vouchers. Responses could also be returned free of charge via the use of a freepost address to ensure that the cost of completion was not a barrier to inclusion. Participants in focus groups were offered light refreshments to encourage their support.
The questionnaire was developed with specific reference to the brief distributed by RBKC, which required the inclusion of specific areas of investigation and responses. It was trialled, and the multiple feedback resulted in it being amended before printing and distribution. It was circulated in hard copy to the 487 RBKC Residents who had already renewed their membership of Open Age since April 2013, and were recorded as having done so on the Open Age Membership Database. A copy of the final questionnaire is included in Appendix A.
The questionnaire was then uploaded onto Survey Monkey () and the availability of the survey for completion promoted. Promotion was via email to various members and third party organisations who were also asked to promote the survey and the £50 voucher offer to their members.
An excel spreadsheet was created to log all results from the surveys as they were received. Surveys completed online were transferred to the excel spreadsheet to ensure they were included as one set of responses.
During the development and distribution of the survey, both Open Age and Age UK K&C, arranged for some focus groups to be initiated. These were originally to be run by trained volunteers but due to time constraints were in fact convened and run by staff members of both organisations. Reports from the focus groups were compiled and submitted for inclusion with this report.
Once all the responses had been logged the results were considered and evaluated before this report was written.
QUESTIONNAIRE RESULTS
172 completed questionnaires had been received by the final cut off date of Wednesday 17th July, with only three of these having been received using the online option. This is a response rate of around 35% for those distributed as hard copy forms.
73 of the responses (43%) were returned using the freepost response service whilst others were completed or returned at Open Age offices or posted back at the member’s expense.
108 responses (63%) were entered into the raffle for the John Lewis gift vouchers and returned by the raffle cut off date. 37 were time barred and returned outside the cut off date, whilst 27 did not wish to be entered into the raffle. The raffle was drawn independently and won by member Chris Wertheim.
1 Sex, Age & Borough
The majority of the forms were completed by women 79%, whilst 21% were completed by men. This reflects virtually exactly the membership distribution between men and women of those circulated.
The youngest people to complete the questionnaire were 51 and the oldest was 96. Four people did not wish their ages to be known, and the greatest responses came from those aged 64 and 65 (9 responses each), closely followed by 63 and 67 (8 responses) and then 72 and 75 (7 responses). What was a surprise was that 3.5% of respondents (6 people) were aged over 90. The full distribution of ages of those who participated was as follows:
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Age distribution by band of all those who completed the Digital Inclusion Questionnaire
165 of the respondents came from the Royal Borough of Kensington & Chelsea, 2 from each of Westminster, Hammersmith & Fulham and Ealing, whilst 1 came from Brent. 96% therefore came from the required Borough.
2 Usage of a Computer
Just under 80% of respondents (137 people) said they use a computer, with just over 20% saying they did not use one.
This result implies that the information contained within these results is biased towards those who do use computers. We therefore tried to glean from people attending the focus groups more about why they did not use computers and what would encourage them to do so. One point that was worth noting was that calling the survey a ‘Digital Inclusion Survey’ had put some of them off responding.
Os the 137 who do use a computer 74% said they use one at home, 23% use one at Open Age, 19% in a Library, 18% access a computer via their mobile phone, 13% via a tablet, 7% use one with a Family Member, 6% at New Horizons, 4% use a friends computer, and 3% use one with Age UK K&C. Other places a computer is used were listed as Second Half Centre (2), None (2), Nova/Clement James, Sheltered Accommodation, At work, In a communal hallway, Internet Shops (2) and the Apple Store. One person said they would also use the computer at New Horizons if they could find the venue.
This would imply that whilst most respondents owned a computer and used it at home somewhere between 20% and 30% would access computers in multiple venues. This would tie into ownership of items like tablets where 22 people (16% of the 137) said they owned one, and only one person did not also own a computer. It is known that some of the respondents were being trained how to use a computer in classes whilst also owning one at home and others were supported through the Open Age Job Club but also access computers in Libraries and at Home when looking for work.
Of those who said that they did not use computers, 2 then said they used one at home, 2 at Open Age, 2 via their mobile phone (1 of whom also said they used a computer at the library) and 1 at a Friends.
Interestingly having been asked how people access the internet when they had just said yes to using a computer 91% of the 137 who said they did use a computer said they did so via a computer/laptop; 53% said via a mobile phone, 16% said via a tablet/iPad and 18% said via their TV. These figures would imply that between 70% and 80% access the internet via multiple means. We recognise that this question was badly worded and that people read “do you own ....” instead of “Do you use a computer/phone/TV or tablet to access the internet; if yes which of the following do you use?” – it should have been worded ‘.....if yes which of the following do you use to access the internet?’.
3 Why Participants use a Computer
Participants were asked the question “What do you use a ‘computer’ for?” and then given a variety of choices to tick boxes and an open ended option for additional answers. The results from the 137 who said they use computers were as follows:
• 74% for Contacting Friends and Family
• 61% for eMail or Skype Communication
• 44% for Information about Health
• 42% for Information about Activities
• 41% for Flights & Booking Holidays
• 39% for Shopping
• 29% for Facebook or Twitter
• 26% for Banking
• 19% for Council Information
• 15% for Insurance
• 14% for Comparison Websites
• 11% Looking for Employment
• 9% Looking up their Family Tree
• 7% for Information about Benefits
• 2% Buying or Selling on eBay
Of interest in respect of the above would be how 13% of those who use a computer to contact friends and family do so if they do not use eMail or Skype; and that 10 people (7%) checked the ‘nothing’ box.
A selection of the 48 additional answers were:
• I also have my own website
• Communicating about duties as a voluntary sector Trustee
• Volunteering
• General Information ie Gravestones, Washing Machines etc.
• Learning English
• Will use what I need to when I become proficient, then many uses
• Specialist shopping requirements for quilting
• Topics of Interest on YouTube, Streaming missed TV programmes
• Utilities, TV and & Phone Bills
• Newspapers, using iPlayer, reading books, podcasts, weather & RBKC Digital Library
15 respondents said they used their computer to access general information, and a number of others said they access information about the cinema on the internet, others access news feeds, use it to manipulate or print photographs and yet more for research.
4 Why People do not Access the Internet
The questionnaire asked those who do not access the internet why they do not do so; then if they had any intention of doing so in the future; and if so where they would go to get appropriate advice and information.
Only 35 of the 172 respondents indicated that they did not use computers/the internet at all. 4 of these then did not answer these questions at all, the results are therefore based on the 31 completed answers, and participants were asked to tick as many options as applied:
• 36% said it was because they could ‘just not get the hang of it’
• 36% also said they would not know what to use the internet for
• 32% said it was due to the cost of the equipment
• 29% said they did not access the internet due to the cost of Broadband
• 29% said they were scared of computers
• 19% said a disability prevented them from using modern technology (like computers)
• 7% said they would not know where to go
Other comments given in the free text option were:
• Because I cannot afford one at home or afford to run it there is no point learning to use one
• Afraid of getting more isolated
• Partially Sighted
• Not really interested, as I live alone I feel it would isolate me more
• Prefer Radio TV Reading
• Language Issues
• Need help from someone to get started
• No need
Comments received in this section from ‘regular users’ included:
• Gives me a headache and makes me dizzy
• Very Expensive
• Can’t afford to buy my own computer
• Need to learn how to use an Apple Mac but Libraries only train on their own laptops
• Need to learn how to use it [equipment owned]
With regards to purchase of broadband, 9 regular users were thinking of getting connected at home and 4 non users thought they might consider it although none knew how to go about doing so, or where to get the best advice. One further ‘non-user’ respondent said that she had access to the internet available to her but she had never used it.
5 Knowledge & Use of the Council Website
When specifically asked whether respondents knew the Council had a website 93 people (54%) said yes, yet 76 people (44%) said no and 3 did not respond. when asked what those who knew the Council had a website had used it for, 38 people responded indicating usage was for:
• 10x Libraries & Library Services
• 7x Activities & Events
• 7x Parking
• 7x Planning
• 4x Council Tax Issues / Benefits
• 4x Councillors Contact Information
• 4x Refuse, Recycling, Garden Waste etc.
• 3x Council Information & Services
• 2x Blue Badge Applications
• 2x Committee Meeting Information
• 2x Education
• 2x Employment Opportunities
• 2x Local History
• 2x Tenant Information / Residents Fora
• 2x Pressbox
• 1x Environmental Information
• 1x Fitness Information
• 1x Taxicard
• 2x Multiple/Various Unspecified Issues
It can be seen from the information above that most users access the site for multiple pieces of information. The following comment being typical of those received: “Digital Library, download books, audio books, Council info and services, contact numbers and eMail addresses”.
Of note was that two people had tried to gain access to information, one of whom could not gain access at all and the other “Tried hard to access, and information wanted not there!”. Another wrote “Events Information – it used to come in a brochure that I referred to regularly, now I cannot find the information at all and the brochure has stopped” – these sorts of experiences clearly have implications for any change of policy driven by the Council. Inexperienced users can find that being given too much information is daunting for them and ‘give up’, whilst others like information presented in tried and tested formats. Comments at user fora backed this up with a lot of non-users saying ‘why should I learn how to use a computer or specific website, I just get used to one thing, and it changes, and I have to start all over again – I might as well just not bother’. These comments imply that it might be sensible for the Council to offer two websites, one that is all singing all dancing for experienced users and another offering limited information and lots of help functions that has been trialled and developed with inexperienced, infrequent users in mind – and then does not change its format.
One person had also used the site to get Council help for a person whose electricity had been cut off for six months, which raises a question about whether there is enough support to identify the most vulnerable within the community, but as that is not the point of this survey, has just been highlighted for information.
6 Equipment Ownership
We included a question about equipment ownership to ascertain what sort of technology all 172 respondents owned to see if there might be other ways of contacting them if they did not use a computer. The following were the results, where people could tick as many that applied:
• 81% own a mobile phone
• 67% own a digital TV
• 62% own a computer/laptop
• 16% own a tablet or iPad
• 2% said they did not own any of the above.
When looking at the data more closely of those who said they use a computer 77% said they owned a computer, 89% a mobile phone and 20% a Tablet/iPad.
Of the 35 people who said they do not use computers, 2 actually own one but are happy to remain disconnected or are reluctant to use them; 18 have a mobile phone, and 21 own a digital TV.
We did not ask whether people who own a mobile phone can use multiple features on it, but this could potentially be an opportunity to expand some form of digital outreach (via the use of text or voicemail messages) to those reluctant to use a computer.
7 Cost
It was clear from the responses about cost that those who did respond were not generally aware of what they spent to access information, unless it was on a pay as you go basis, either in respect of their computer or mobile phone usage, often guessing the answer. A couple of people were asked to check the costs of their internet access once they returned home, and they were in fact surprised how much more expensive it was than they had indicated. The validity of the answers to this question is therefore not necessarily indicative of the true costs involved.
The monthly cost by category responses were logged as follows:
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142 people had indicated previously that they owned a mobile phone which would lead us to assume that 30 would not respond to a question about cost due to non-availability, but this was not quite the case, implying that more people were unsure about the cost than indicated above.
8 Where & When People Learnt to Use a Computer
The most popular responses when people were asked where they had learnt to use a computer were friends and family, followed by at work. The full results were:
• 51x Friends & Family
• 46x Work
• 40x Open Age
• 27x College
• 14x Library
• 10x Age UK K&C
• 5x Nova
• 3x New Horizons
• 3x Second Half Centre
• 3x Self Taught via the Internet
• 2x U Can Do It!
Other methods of learning sited included: Peabody Sheltered Housing Scheme; at home; Free Course given by my employer on retirement; Computer study books; Visiting computer shops on my own; University; RBKC/EU Third Age Course; and I want to learn!
When it came to when people had learnt how to use a computer, the vast majority 64% said they had learned over 5 years ago, 16% said 3-5 years ago, 12% 1-2 years ago, and 8% said recently. Most who said recently were in their mid to late 50’s or early 60’s although a couple were in their 70’s.
The vast majority of the 51 people who had learnt to use a computer ‘at work’ (whose ages ranged from 52 to 77) did so over five years ago. There were however three clear exceptions aged, 62, 70, and 70 who had learnt ‘recently’. This shows that employers are still prepared to train people, unless ‘work’ also included the voluntary sector which does train older people to support them.
9 Additional Training Requirements
The question with regards to training ‘Do you feel you need more training in how to use a computer or the internet?’ was one that elicited the most comments. 59% of all respondents said that they did, 27% said they did not want any, and 14% did not respond. What was more surprising was that 64% of the 137 regular users (88 people) indicated that yes, they did want more training, whilst only 40% (14 people) of the 35 non users wanted any training.
The non users who did specify that they wanted training and what it should be mainly wanted training on ‘everything’ at a speed that would build their confidence slowly, but also which they would find highly encouraging. Some were also unsure which course to access and where to attend, as they were unsure about iPads v Computers and the benefits of each.
The training required by those who classed themselves as more ‘regular users’ was wide ranging and varied. The full list of requirements has been included in appendix B below but here is a selection of the requests:
• More in depth as only know basics
• CGI in Film Making & Photography, Improving skills in relation to music technology programmes
• General revision session as hard to take it all in
• Have dementia, need one to one training
• How to use my Apple computer
• I learnt a long time ago, did not practice and now have to start again sorry!
• If I had more training it would need to be on the same system as I have at home, which is not as modern as most libraries etc.
• iPad - Struggling Generally to use it
• Looking to go back to work, need to brush up on Word
• Make Greetings cards; Short-cuts on Excel, Powerpoint, iPads and more
• One to One offer as my needs are very specific
• Photoshop for Employment or help to become self employed
• Want to start again, as different from work computer
• Web design, MS Office, Photoshop
It can be seen when analysing the results that there were a number relating to general refreshers, but also that quite a lot wanted more advanced training or training in specific areas. Some had bought, or been given, new gadgets (like iPads) and cannot work them, whilst others wanted training in order to get back to work or to set up their own eBusiness. There were also a number of specific requirements with regards to wanting one-to-one support either around being slower learners and finding things harder to grasp or using things like an Apple Mac.
Providing funding continues then Open Age will continue to be able to address the more generic refresher course and introduction provision. Offering advanced courses has been restricted in the past as the emphasis has been around getting people to start to become digitally included not taking them to ever greater competency. Whilst Open Age is often the first port of call for people seeking computer training we work closely with Age UK K&C on the more specialist requirements – like training on Apple Computers – or where one-to-one training is required. Age UK K&C source volunteers to provide these more specialised options, and these are often offered by younger people making the offer intergenerational.
It does need to be recognised here that those who completed the survey were self selecting and often had an ‘interest’ in pursuing enhanced digital offers. Most of those who are not digitally included but who participated through focus groups were not interested in receiving any training whatsoever, preferring to use older style products like a brochure, as they felt things moved too quickly online, and that if they learnt how to do something now it would be out of date very quickly and they would be ‘back to square one’.
10 Help & Support
The question “If something goes wrong, or you do not understand something, where do you go or who do you ask for help (please tick all that apply)?” elicited the following responses, although 8% of those questioned did not respond:
• 66% of regular users said they would go to Friends and family for support
• 20% said they would ask Open Age
• 15% said they would look for support online
• 6% said they would ask Age UK K&C
• 4% said they would ask New Horizons
Other stated responses primarily revolved around seeking advice from commercial retailers, although one person did write “Husband” whilst another wrote “I just scream!”. A small number of people wrote they would seek advice from their broadband supplier, or the library, or from books. A few noted they would need to pay for technical support from a specialist if the issue was serious.
11 Skills Level
An early question asked respondents to rate their skill level in using a computer/tablet/mobile phone on a continuum to see if this impression fitted with a more detailed RBKC Council defined category match a bit further through the questionnaire.
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It can be seen from the above chart that even some non-users classed themselves as of average skill level when asked to rate their abilities.
12 User Profiles
One of the requirements of the commission for this report was that respondents were to be asked to categorise themselves in one of six RBKC Council defined user categories which were:
• Not Interested
• Reluctant User
• Average User
• Lacking Confidence
• Keen User
• Super Confident User
Much greater levels of detail for each of the categories was given by the Council to guide people into an appropriate category.
Right from the start we had some issues with this requirement. Even when testing the questionnaire before circulation the question was ignored by respondents as too complex. We therefore discussed the requirement with the testing team before repositioning and representing the question, it then seemed to work as well as it was going to. The key problem was that some of the definitions underlying each of the categories, particularly the one ‘lacking confidence’, applied to those who were ‘not interested’ or ‘reluctant’ users and people wanted to select those options within a category answer as well. When logging and analysing the results we therefore found that 27% of all respondents had selected multiple answers across categories, with most selecting only two different options but with one person selecting some from all 6.
The 235 results recorded for the 172 responses received were therefore as follows:
• 7% did not respond – 12 people
• 16% stated they were Not Interested – 28 people
• 23% stated they were Reluctant Users – 39 people
• 42% stated they were Average Users – 73 people
• 23% stated they were Lacking Confidence – 40 people
• 11% stated they were Keen Users – 20 people
• 13% stated they were Super Confident Users – 23 people
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When comparing the above graph to the one under skills levels above the profiles are roughly the same with most people indicating they are an ‘average user’. There is however also the addition of a new lacking confidence category, and some movement between the keen and super users.
In respect of duplicate responses, 29% of those who categorised themselves as non-users of computers selected multiple responses which were primarily between ‘not interested and ‘reluctant users’ or ‘reluctant and lacking in confidence’. 27% of computer users returned multiple responses which were generally ‘reluctant user and lacking in confidence’ or ‘average and an equal split between lacking confidence, keen user and super user’. The average selection often being linked to staying within their comfort zone, as well as limiting the amount of information recorded on the internet or using specific functionality.
1 Not Interested sub-category information
28 people noted they were ‘not interested’ in computers, 20 of whom had already classed themselves as ‘non-users’ previously. The sub-responses within the category were as follows:
• 20 were satisfied to remain unconnected
• 4 said it was irrelevant / antisocial
• 7 were not interested / scared
• 10 indicated computers had passed them by, and they were not too old to learn
• 7 always sought out an alternative to using digital information
• 4 did not like using digital information to access government advice
Other responses were: “I prefer to talk on the phone”; “I have no internet”; “Disability”; and “Being deaf makes usage hard”.
We believe that in general this shows that those who are ‘not interested’ in computers are happy to remain unconnected as they clearly feel they are too old to learn and computing has passed them by.
2 Reluctant User sub-category information
40 people noted they were ‘reluctant users’, 12 of whom had already classed themselves as ‘non-users’ previously. The sub-responses within the category were as follows:
• 12 Do not know how [to use computers], but would like to learn
• 21 Struggle to use it
• 8 I feel I am being forced to use a computer
• 15 My family will generally find the information I need for me
• 12 Intrusive, I do not like my personal information being online
• 15 Seeing how quick others are at using computers makes me feel inadequate
• 11 Try not to do things online
The answers here would indicate that whilst people struggle to use them, they recognise that there are some benefits to their usage and they get help from others to get the information they need. It is good to note that some people are wary of the amount of information they give about themselves on computers, but on talking to people there is still little knowledge about the dangers of debit card usage v credit card usage when buying items online – something that should perhaps be addressed.
3 Average User sub-category information
73 people noted they were ‘average users’. The sub-responses within the category were as follows:
• 53 I stay within my comfort zone when using a computer
• 49 I like specific functions and use them regularly
• 10 I use functions to save money
• 54 I limit the amount of personal information I put on the internet
This response was as expected, most people stay within comfort zones, use specific functions regularly, and are wary of the amount of information they give out online. It is interesting to note that few people indicated they used the internet to save money, using it presumably more to enhance their lives, this tallies with section 3.3 above [Why participants use a computer] where only 14% of people indicated they used it for comparison websites and the like.
4 Lacking Confidence sub-category information
40 people noted they ‘lacked confidence’ as users. The sub-responses within the category were as follows:
• 21 I like using the internet
• 20 I feel I am still missing out on what I could be doing
• 28 I am not sure how to do a lot on the internet and would like to learn more
• 20 I am not sure where to look to get more training
• 12 Shopping etc online is a good idea, but feels like hard work
• 26 I will do more online in the future when I am more confident
When talking to people and what can be gleaned from the multiple responses, a number of people did not see this category as being ‘towards the middle to top end’ of the options and saw it as a lower down ‘aspirational’ category. This shows respondents, which it must be remembered were self selecting in the first place, wanted to improve their skills and be seen to be doing so.
5 Keen User sub-category information
20 people noted they were ‘keen users’. The sub-responses within the category were as follows:
• 11 When I am fully proficient the internet will offer me lots of opportunities
• 16 I use a limited number of websites regularly but I am always happy to learn about new ones
• 13 I know when I need help and will get it
• 6 Online transactions benefit the way I live
• 5 I trust the internet but fear making a mistake or losing my information
This option seemed to be used by people who were confident in using computers, understood what they wanted and where to get information, but do still have a few issues and did not therefore want to be classed as ‘super confident users’.
6 Super Confident User sub-category information
23 people noted they were ‘super confident users’. The sub-responses within the category were as follows:
• 16 I use the internet regularly for all sorts of things
• 16 I am confident when using the internet and will help others if needed
• 11 I will use it more often in the future for all sorts of things
• 13 I cannot imagine life without the internet
• 15 I am aware the internet can be a dangerous place to undertake transactions but manage the risk
It can be seen from the uniformity of the responses across this option that those who selected them thought most statements were true.
Were this process to be undertaken again, it might be of more use to give a full list of the individual points contained under the headings and people asked to tick as many as apply. It is felt this would give a more balanced view of respondents’ likes and dislikes, and aspirations with regards to computer usage which might provide more useful information.
13 Other Points
The final space on the questionnaire gave participants the option to add any free text comments, 48 of which were received. A full list of them is included in appendix C and they have been split into ‘non-users’ and ‘computer users’.
The non-users comments were mainly around age or worry preventing people from learning new skills, a typical example being “At my age many aspects of practical life seem complicated. I simplify things if I can and know I would get very worried trying to learn computers“. People also lacked confidence, wanted help to undertake the tasks from a venue where they could talk to someone, or were worried about ‘cyber friends’ replacing real ones “I find it difficult to keep up with real friends and would not like cyber friends ...”.
Computer user comments included a lot of issues around training (being too short, or drop-ins being a great help and support for them); cost; the fact things keep changing and give people a feeling of being left behind in a digital age; how people can learn how to use their own non-standard equipment. A few comments were however highly positive showing that some people do embrace the digital age and see the benefits clearly.
A representative selection of the comments received is given below:
• Bought computer but with no internet hard to use. Tried using WiFi in library but complicated to get it up so an issue. Cannot re access it if I do not go for a few days
• Computer drop-in support groups are a great help to me, I have used them many times
• Computers are a life-line for me as I have problems with my hands and find it easier to type. I keep in daily contact with my son and grandchildren by email and Facebook - and can still help them as a Nana
• Hate having to be pushed into a too-fast future
• I have used a computer at work for 30 years. Now I have my own and things are so different I do not understand how to use it although my granddaughter does help!
• I need strict training and to conquer my fears and for someone to understand I must succeed
• I want to learn how to use an iPad in particular to gain cheaper access to internet and news whilst out of the house visiting friends
• If cheaper would use from home
• Want to learn how to use my apple computer at class or on one-to-one session
• Would be helpful if council could help with cost of repairing laptop
• Would be nice to own a more advanced computer to support my employment ambitions like an Apple MAC
FOCUS GROUPS
The aim of the focus groups was to try and add balance to the views put forward by those who self selected themselves to answer the digital inclusion questionnaire. They aimed to pick up the views of people who were more likely to be digitally excluded and were run as discussion sessions tacked onto the end of various activity session that were not computer related. Most sessions were run by Age UK K&C, but some were run by Open Age. As mentioned previously sessions were managed by Staff from both organisations instead of volunteers to ensure the timeframe of the project was met.
The results of the focus groups were as follows:
1 Telephone Conferencing Book Group – Open Age
Whilst it was always known that this group would be small it was felt that it would be important to gain the feedback of purely housebound people to feed their views into the results. Three people joined the session and their responses were:
• One person is an avid computer user, having been a journalist, and uses gmail, skype, the internet etc and communicated via the computer all the time.
• One had no interest in computers or having anything to do with them, a point she has reiterated on several occasions (although this could be as she is also partially sighted).
• One has a cluster of physical issues which makes the whole computer experience unpleasant and difficult. He currently does not want anything to do with them, but he did say this might change.
2 Open Age Monthly Members Meeting
14 people attended this group and it was thought that they would be a representative, and generally vocal, sample of the members to gauge their reaction to the survey.
Of the 14 women attending as members, 7 said they had seen the survey (5 had completed and returned it) and 5 came from RBKC and had not yet renewed their membership for the year so had not been circulated with the forms, and 2 came from Westminster and would not have received the mailing either.
5 people said they own a computer or laptop, but only 3 of them use it regularly (3+ times per week). One other uses a computer to support a charity, but does not have one at home. Of surprise however was that only 3 people said they did not know how to use a computer at all.
Various people had disabilities that they said made their use of computers problematic, issues sited included hearing loss, and visual impairment (with one lady having significant visual difficulties).
Only 5 people were aware the Council had a website that contained information they might find of use and none of them had ever used it.
When asked if they were forced to access a computer to deal with the Council how they would go about it, there was a discussion with most people saying they would not need to contact the council, and when they had been given some scenarios where they might need to contact the Council, those who did not use a computer regularly all said they would use one of the following unprompted options:
• Go to Open Age and ask them for help and to do it for them
• Go to the Library and ask someone to do it for them
• Go to the Council Office and talk to someone appropriate
Attendees did however list some issues with both the Library and Council Office options given above. In respect of the libraries the issue of potential closure and centralisation was raised and people who had tried to use libraries in the past had found the staff too busy to help. Occasionally there were also issues over clarity of language/communication particularly for those who are hard of hearing. With the council was the issue of waiting time, one lady had tried to see someone a week ago, had waited over an hour before being seen. If a one stop shop support area were developed where help could be obtained the maximum wait time people thought acceptable was 30 minutes to be seen, although one lady said she would give the person an hour.
Most people wanted to be assured there would be a hard copy available of any information distributed and all agreed they would be happy to opt into a mailing list to receive the information in that form as opposed to in an electronic format. They also wanted to know that there would be a free telephone alternative to receiving electronic information if hard copies were not to be made available.
Attendees finally made the point they were not scared of computers, they just felt they were too old to get the hang of them, and they just did not want to pursue them – “satisfied to remain unconnected” was the phrase they used.
3 Open Age Exercise Session followed by a Social - Focus Group
This focus group was attended by 20 people, 19 women and one man, aged from 60 to over 93, from a wide range of cultures including British, Portuguese, Black Caribbean, Arabic, African, North African, and Irish.
Participants had a range of disabilities which included: stroke – memory problems, stroke - arm disability, and visual impairment. These stopped three of the people being able to use computers or understand them clearly, despite all having been sold one over time.
6 other people owned a computer but 5 were too confused by it to use it for anything serious despite having had tuition. They did however enjoy playing games on screen. I man had a computer but it is broken. 7 refused to have a computer or learn to use one. It was not clear if everyone who owned a computer had broadband, or could have afforded to have it.
When talking about information resources, 9 out of 16 preferred face to face communication with an informed person. Participants said they could not take written information in easily and often needed it explaining via dialogue. They then use the written word as a reminder, back up document. Most get help from their GP, or other agencies to understand documents they need and how to follow them up.
19 out of the 20 said they do not like bothering their GP and would prefer ‘drop in’ advice places locally with skilled informative workers such as provided by Open Age or Age UK. They thought that more widespread availability of a one-stop-drop-in service sessions would be very useful.
One person mentioned that in Westminster there is a quarterly publication called Westminster Plus which is sent to all residents over 65 and also left in Libraries. This provides useful contacts and information on services. They said all Council Tax payers are also sent Westminster Reporter quarterly which includes local information. [It is known that in Camden there is a similar magazine sent to older people on a seasonal basis by adult care dept. which residents find useful. It would appear that RBKC is the only borough not to offer something like this and participants in the group thought it would be a “great idea”].
Participants mentioned that public housing providers gave varied support to residents – some had officers able to help with all sorts of problems and others had housing related ones only. All had resident’s newsletters but these do not contain much information about useful services, mostly internal housing linked articles. This also raised the question about private residents being left out of the information loop, which they felt was unfair.
Virtually all participants kept some reference leaflets in their homes and use them when needed to contact service providers. An A-Z of services for older residents and where to get help or support it was agreed would be highly useful even if nothing else was available.
Participants would also like more professionals to anticipate older people’s needs and bother to tell them about services and give them information with an explanation as to its use.
4 people were aware their council had a website, but none had used it, citing that they generally found this sort of site not very practical or helpful, too general, too focussed on their own services instead of offering the bigger picture and including information about the voluntary sector, health, commercial sector etc.. They also thought the site would just refer them to someone else they would have to speak to in any case, so cutting out the site was quicker.
Participants thought that if the internet were the only source of information there would be no gaining wider knowledge by chance, as with picking up leaflets. To use the internet to achieve a goal they would need to have prior knowledge of services and possibilities to know what to look for.
People had mixed feelings about libraries and their staff. In one instance a person gained help on a computer to apply for a European Health Card before travelling, without staff helping they could not have managed it. Others said staff in the Libraries’ are too busy, and they had given up waiting for computer classes.
Further comments and suggestions from the group included:
• “Can they not have a free one-stop telephone number for people who cannot use a computer to call for information? ...... it would have to be manned by someone who knows what they are talking about however, not just some call centre lackey!”
• “How would I know something is available online to look at in the first place without being told about it in a leaflet, therefore why not just produce the leaflet?”
• “A council website is not something I would choose to look at, even if I knew how”
• “I have tried to look things up on the Council website, and the search words I used brought up no responses, then when I put in other words I got too much information most of it seemed old and out of date – do they not clean out the old stuff? – I needed help but it was not available”
• “Why do websites hide their phone numbers, I can never get to speak to someone, even if I can find their website. A contact number should be at the top of the page for people who struggle or like me have a disability” ......... “If I do get through I then have to press so many buttons and have so many options I get confused, you then get put on hold and the music is terrible, geared to young people, and just makes me feel unwanted and out of touch”.
• “I hate using a phone, I want to speak to people fact to face”
• “If I wait more than 5 to 15 minutes on the phone to be connected I just put it down, and of course that has often cost me money I can ill afford!”
4 Age UK K&C Intergenerational Knitting Group
6 women participated in this forum. They are an active and physically mobile group, but with differing interests away from knitting.
All 6 of the women had used computers before but 2 of them described themselves as non-users; 1 due to a lack of confidence to do it on her own and 1 because she said that it gives her a headaches and dizziness. The 4 people who described themselves as computer users all had access to the internet through desktop computers, laptops and a tablet.
Only 1 person didn’t know that the council had a website, but only one person had used it. The lady who had used it said that it was a good site and had got a lot of information from it. She had been able to find out things about getting a disabled badge and a taxi card. She had also used it to look at library opening times and parking restrictions.
The two non-computer users said that they would not want to see council services provide digital information or usage by default. One lady said that she did not want to be forced to use a computer because it was detrimental to her health. The other non-user said that it might be possible to access information from the internet but she would need to have access to computers where there were always volunteers on hand to assist. She had been to a course but was keen to learn more.
Continuing and more advanced learning opportunities was a topic that the group were very vocal on. They thought that there was a lot of provision for beginners but that there weren’t courses for people who described themselves as average users. They said that it was difficult to explore new programmes and things you hear about without some tuition.
Linked to this was someone’s experience that all the courses available locally were about doing things but she wanted to learn how to resolve problems and fix her computer. This came from an experience when there was a problem with her computer and she had no family or friends to help her resolve the issue. She had had to take it to PC World which turned out to be very costly.
The four regular computer users said that they would be able to access information if the council services became digital by default if support around more advanced learning opportunities and resolving technical issues could be provided by local organisations.
5 Age UK K&C Digital inclusion Focus Group at Tavistock Sheltered Housing Scheme
8 older people attended this group, and they had varying experience of computers which ranged from being a non-user to an internet champion.
4 people had computers at home, but 2 of these described themselves as beginners lacking in confidence. 1 person who had a computer at home used a range of other portable internet enabled devices and creates his own websites.
1 person attending who didn’t have a computer at home said he regularly uses machines in the lounge of the sheltered housing scheme and at the local library.
Interestingly 1 person was able to access the internet through their mobile phone, but didn’t know how to use a desktop computer.
2 people didn’t have computers and didn’t know how to use them. They did not think they would be purchasing one in the near future. They knew where they could access computers but lacked the confidence to use them. One non-computer user said that he was able to ask family members to look up important information for him.
5 people were aware that the council had a website, but only 1 person had used it. This person had used it to find information about local councillors, council departments and the council press office. The 4 other people who were aware of the website thought that you would be able to get information about services from the website but their previous interactions with the Council had all been by post or in person, at the Town Hall. They all hoped that they would not have to rely on only getting information in the future from a website. One person said that websites often change and it is hard to keep up and they find it difficult to work out how to use them on the next visit. If you needed something important this could cause problems.
Friends and family were very important to people if they have a problem, as is Age UK K&C. One non-computer user said that she preferred to ask the staff at Age UK K&C whenever she has a question because the information and advice team were in a better position to gather information than she was.
The gentleman who was an extremely keen on using computers thought that every older person should be taught how to use Skype. He said that this would save them money on phone calls, but could also be used by the council with a means of providing face-to-face interaction, without people having to leave their homes.
6 Age UK K&C Additional Focus Groups
Age UK K&C ran four additional focus groups but did not write appropriate reports up for each of these, they did however give general feedback to the writer of the report which has been included within the conclusions and recommendations section below. The groups were:
• Spanish Focus Group at the Chelsea Theatre – This group was attended by 3 people who are learning English, it is also a Social group. Participants raised the issue of translation of the Council website for speakers of other languages.
• Shades of Carnival Group at the Tabernacle – Attended by 6 people, an art and graffiti group linked to carnival
• Acting Up Group at Cafe Nova – This is an Intergenerational Drama Group that attracted 7 people
• Health Wise Users Forum at AGE UK K&C’s Ackland Road Offices – 10 people who were attending falls prevention, food and friends support classes around malnutrition and exercise classes gave their views.
The focus groups overall drew in a wide range of views and opinions, generally from people who did not use computers to access the internet. This has helped balance out the views of those who were generally digitally included that answered the digital inclusion questionnaire. When focus group participants were questioned most said they would have to find an alternative method to access information if it was only available via the internet. They would need help and support to do so as invariably they thought they would not be able to undertake the task themselves at their age as they were happy to remain ‘digitally excluded’.
CONCLUSIONS & RECOMMENDATIONS
The responses from the survey and the focus groups quite clearly show that older people fall into two distinct categories, those who are happy to access information and use a computer and those who are not. This was as expected but it was anticipated that these groups would clearly be separated by age, which was not the case. This can be seen from the graphs of respondents by age given below where both those who were users and those who were no-computer users, covered the full age spectrum from 50 into their 90’s. This would indicate that there remains for the foreseeable future an ongoing issue of how to encourage younger older people who do not want to access information via a computer to do so.
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One of the main problems cited for not learning or lapsed usage of computers is the speed of change, ‘No sooner have I got used to one way of using a computer than it is out of date and I have to start again – why should I bother?’ being a typical comment. Even amongst ‘technologically savvy’ people the speed of change and the ever evolving product ranges that can be used to access the internet is an issue. It is believed that at some stage people will realise that the marginal benefit of adopting new technology will not be worth the cost of upgrading to it and there could well be a backlash against suppliers. The way in which the suppliers however force people to upgrade through no longer supporting previous products or versions of software might be an issue that governments could start to address via legislation in the longer term so that people on low incomes are not continually disadvantaged.
It was anticipated that most of the younger respondents would have learnt how to use a computer at work, but this was not the case. Only 40% of those 65 and under said they had learnt to use a computer at work with 37% saying Open Age, Age UK K&C or other smaller suppliers had taught them, and a further 13% learning through a library. This shows there is a continuing requirement for a varied offer in respect of training courses to be offered for people of all ages.
The oldest people who had learnt to use computers at work were in their 70’s with the oldest being 77. This would imply that computers have been used regularly in the workplace for at least 20 years, but possibly not much longer. Most of those in their 90’s had actively sought out a class ‘at a college’ in order to learn how to use computers, whereas younger people no look to more flexible suppliers like Open Age and Age UK K&C to help.
A lot of non-users were concerned that internet friends would not be real and using a computer would isolate them further than they already felt. Through appropriate education that clearly shows benefits to a user they could be encouraged to give a computer a go, but they would need a lot of time spent helping them get used to the technology and changing their life views. Open Age has a member who used to be disinterested and scared of computers, she was introduced to skype on a computer where she could see and speak to her grandchildren in Canada cheaply and cost effectively. She became much more engaged, now contacts them regularly using a computer, and is a champion encouraging others to get the benefits. Showing people what is possible on a one-to-one basis whilst a key would only be the start of a long and patient journey before they could achieve the same thing themselves. Key messages to promote (according to the questionnaire results) would revolve around Friends and Family, eMail and Skype, Information about Health & Activities and shopping for flights and booking holidays.
Only 54% of respondents knew the Council had a website, and only 22% had ever used it. It could therefore be appropriate to promote the usage of the site even to competent users to expand uptake. The council could perhaps suggest that the site can be used for more than just planning applications and refuse, particularly as using it to find out about or renew library books, or for information about activities, events or local history were options accessed by existing users. There is however a requirement for the site to be very easy to use, and give pertinent current information to encourage users to talk about it positively, as inexperienced users had found the information returned by their searches daunting.
Practice – a lot of computer users mentioned that without regular practice they quickly became disengaged, and even if they owned the equipment would forget how to use it quite quickly. With technology moving so fast they also often found they were out of date before really getting any long term benefits from putting in a lot of effort. There is therefore a need to encourage users to use computers regularly to ‘keep their hand in’ whether this is through competitions, support groups (where they can also get help if they have forgotten what to do) and the like there is clearly a cost to this, but the benefits in terms of sociability and achieving the overall aim of putting more things online could be considerable.
Most people said they learn things from friends and family this would imply that by encouraging friends to bring a non-computer user to a class and show them what they could do – or having and publicising Open Computer Buddy Days in computer suites at libraries and other venues – more people could be encouraged to have a go. The down side to the library option according to people from the focus group was that they had tried to use their computers and had asked for help but were not encouraged, and were told by the staff they were too busy. They had not been offered a time when people were available to give them a bit of support, or told where else they could get support and had left disappointed and dispirited. There is however a simple solution in that one dedicated member of library staff could be trained to support older people and wear a clear badge that says ‘Older People’s Champion, I’m here to help!” or something similar and people could be referred to them for additional help or support.
Additional more advanced training on computers is an aspect that a lot of users requested. This cannot be offered without additional funding being made available to offer an enhanced range of more advanced classes. The upside to this could however be that advanced classes in appropriate subjects could help the unemployed re-train to set up their own self-employed IT businesses.
Whilst equipment set-up cost were generally found to be an issue for people on lower incomes if they wanted to get online, we did not investigate whether the same people were prepared to use a central low cost ‘internet cafe/suite or library’ as part of the questionnaire. A number did however seem to think the council should set them up with a broadband connection and equipment for free, but were less sure when asked what other services they would give up to pay for the costs or why they should get it free whilst others were expected to pay.
Also of interest was that those considering buying broadband and/or some form of computer/tablet were unsure what exactly to buy or where to go to ensure they would get the best deal. Some vulnerable people had clearly been sold or given equipment that was unsuitable for them, that they then could not use, and that there were no training courses available to help them. Were the council to make a summary sheet available of the options with regards to equipment, functionality, costs, and benefits then this would help older people, particularly those who are vulnerable, make informed decisions and could help grow the numbers using the internet. At least it would give them a starting point when discussing options with the salespeople in high street stores.
Overall most people were unsure how much they paid for their home internet connections, which would imply that price was not an important issue with most users, or that supply came bundled with other options like phone and TV, once purchased it was therefore seen as a general household running expense. Of interest however was that many more people knew exactly what they paid for their mobile, and that they had pay-as-you go options at home which are not available for internet access, people having to travel to access functionality at an internet cafe or library.
By removing information from printed circulation completely it would need to be recognised that the Council would be putting additional pressure on organisations like Open Age, Age UK K&C, Libraries and the like which would then be expected to pick up and help people access information currently available in printed form at their already heavily used drop-in sessions. These organisations already provide help and support, whether in answer to a quick question “I have done X on my computer how do I correct it, or what do I do next?” to “I am running short of money and in debt, what can I do to get out of this situation?”. It also needs to be noted that older people with health issues ask the same sort of help from their GP’s, which is an expensive resource to use to provide this information. There is therefore a requirement to balance and publicise where people can get appropriate information and advice on a regular basis in a cost effective way. One key benefit of using existing organisations to enhance provision would of course be that the staff concerned should already have the specialised knowledge to answer any residents’ questions.
Were the Council to pursue the digital agenda to the exclusion of printed material, a sensible option to increase penetration to residents would be by also promoting the offer via text messages to mobile phones instead of a computer/tablet (as people who did not have a computer generally did have a mobile) although this does assume they know how to access them. Or in a bid to reduce cost and still provide information to those who remain adamant that they would want a printed option, the Council could offer an opt in option to join a mailing list to still receive a printed solution, this being a compromise solution, but ensuring print runs and their distribution costs are greatly reduced.
There is an unresolved issue around general support and where to go when people have a problem. There is a potential for vulnerable people to be ‘ripped off’ either with expensive advice, or being re-sold equipment they do not need. Voluntary services currently meet this need to some degree, but with the explosion of different types of device available on the market this is getting more specialised and harder to provide.
People with disabilities do not often use computers, as they say they cannot do so, although some do as typing can be ‘easier than writing’ for those with arthritis. There is generally no knowledge amongst the elderly of what specialised equipment is available to support their use of computers, boosting screen image sizes, reading documents and the like, so promoting this at an appropriate level would also be of use to residents and professionals. One person also raised the issue of whether potentially making all information only available online breached disability discrimination guidelines (which has not been checked or verified).
Questions were also asked about translation software for Council websites if that was the route to be used in future. People where English was not their first language were particularly concerned, as they currently get their hard copy documents translated by family members if they need the information, but would not find this as easy if the information was only on a website.
If the council were to offer a one-stop-shop information option, either from an office or a phone line, which was suggested on an number of occasions throughout the report, the number needs to be readily available particularly on the RBKC website as many people cannot find a telephone number to call even when quite competent at using the Council site. One member saying: “Why do websites hide their phone numbers, I can never get to speak to someone, even if I can find their website. A contact number should be at the top of the page for people who struggle or like me have a disability” ......... “If I do get through I then have to press so many buttons and have so many options I get confused, you then get put on hold and the music is terrible, geared to young people, and just makes me feel unwanted and out of touch”. It would also be beneficial if this number were a freephone number to ensure access for all, and this would also ensure if people had to wait in line to be answered they were not paying for a call needlessly. People also said it was useful if they were told where they were in a queue – ie “you are third in line to be answered” as this let them know whether to wait or call back later.
Participants also asked that if nothing else were maintained they would still like to receive a printed A-Z of services and sources of information, with phone numbers, so that they can call the numbers if they need help. Most find this a comfort that offers them peace of mind. It is a tool they keep it handy as a resource for use in an emergency.
There is the potential for the Council to work more with public housing providers, who already distribute information to their residents in hard copy, to promote things transferred to a digital format, although this would exclude people who rent privately and those who are owner occupiers.
Finally participants in the survey thought that if the internet were the only source of information there would be no gaining wider knowledge by chance, as with picking up leaflets. To use the internet to achieve a goal they would need to have prior knowledge of services and possibilities to know what to look for.
To conclude, it would appear that there remains a requirement for a variety of options to be available in order to meet the needs of all residents. Most people would like information that is made available online also to be offered to them in a printed format, possibly via an opt in/out database. In either case whatever is supplied, it would be an advantage if this were backed up by informed telephone or local one-stop-shop advice.
The is a potential to increase the numbers of those who are digitally included by providing them with information about how inclusion can benefit them, then through training (which it needs to be recognised will often be slow and ongoing), and then offering them accessible places to practice and gain additional knowledge and support. One champion can easily attract others to join them online by showing them clear and easy to use benefits for them. This will however be a slow process and it would appear that there will always be people who are happy to remain digitally excluded for at least another generation as one participant put it, “How would I know something is available online to look at in the first place without being told about it in a leaflet, therefore why not just produce the leaflet?”
Robert Hacking for Open Age
July 2013
London
APPENDICES
1 Appendix A – The Questionnaire Distributed
(Please note the FONT SIZE & Pagination has been adjusted for inclusion here)
DIGITIAL
INCLUSION SURVEY
Open Age is working with Age UK Kensington & Chelsea to help the Council find out from local residents if you use a computer, mobile phone, or a tablet (eg an iPad) to access the internet. If you do, we would like to know what you use the internet for and how competent you are doing so. If you do not, we would like to know why and what might encourage you to give it a go. The Council will use this information to plan how they send information to residents in the future.
Any information you provide will ONLY be used by Open Age for the purposes of this survey and will not be shared with any other source. Please answer the questions below and return the completed form to any Open Age, Age UK Kensington & Chelsea or New Horizons Activity or Office or send it to the FREEPOST address at the end of the form. Completed questionnaires returned by Monday 24th June will be entered into a Prize Draw for £50 worth of John Lewis Vouchers – Thank you for helping!
|Personal details (Please complete in BLOCK CAPITALS) |
|Title |Dr. Mr. Miss. Ms. Mrs. |Age | |
|First Name | |Surname | |
|Telephone | |Mobile | |
|Address | |
| | |
|Postcode | |
| | |
| | |Borough | |
|Email | |
|Do you use a computer / phone / TV or tablet to access the internet? |
|θ Yes θ No |
|If YES, which of the following do you use (please tick all that apply)? |
|θ Computer/Laptop θ Mobile Phone θ Tablet eg: iPad θ TV |
|Other device (please specify) ___________________________________ |
|If you do not access the internet, please tell us why? (tick all that apply) |
|θ Cost of Equipment |θ Do not know where to go |θ I have a disability which makes it difficult for me |
|θ Cost of Broadband |θ Do not know what I would use it for |to use modern technology |
|θ I just cannot get the hang of it |θ I am scared of computers | |
| |
|Any other reasons? ____________________________________________________ |
|If you do not already have access to the internet at home do you have plans to purchase access to it? |
|θ Yes θ No If YES, how would you select a computer/system? ______________ |
|_____________________________________________________________________________________________ |
|How would you rate your skill level in using a computer / tablet / mobile phone? (please put a cross on the line where you think you would be) |
| example |
|Non User Reluctant User Average User Keen user Champion User |
|Where/how do you access the internet? (please tick all that apply) |
|θ On a computer/laptop at home θ On a family member’s computer |
|θ On a computer in a library θ On a friend’s computer |
|θ On a computer at Open Age θ Via my TV |
|θ On a computer with Age UK K&C θ Via a Mobile Telephone |
|θ On a computer at New Horizons θ Via a Tablet PC (eg an iPad) |
|Any other method? ___________________________________________________ |
|__________________________________________________________________________________ |
|Do you own any of the following? (please tick all that apply) |
|θ Digital TV θ Tablet PC (eg an iPad) |
|θ Mobile Phone θ None of these |
|θ Computer/Laptop θ Other (please list) ________________ |
|____________________________________________________________________________________________ |
|What do you use a ‘computer’ for? (please tick all that apply) |
|θ Nothing θ Selling items on eBay |
|θ Contacting friends & family θ Looking for Employment |
|θ Shopping θ Comparison Websites |
|θ Banking θ House or Car Insurance |
|θ Booking a holiday/flights θ Information about Health |
|θ eMail / Skype Communication θ Information about Activities |
|θ Facebook / Twitter θ Information about Benefits |
|θ Investigating your Family Tree θ Council Information |
|Any other uses? ______________________________________________________ |
|__________________________________________________________________________________ |
|Do you know that the Council has a website that provides information? |
|θ Yes θ No |
|Have you ever accessed the Council’s Website? |
|θ Yes θ No If YES, what have you looked at and why? __________ |
|___________________________________________________________________________ |
|How much does it cost you each month for .......? |
|Computer / Internet |θ Free |Your Mobile Phone |θ Pay as you go |
|access |θ Pay as you go/by the hour | |θ £1 - £10 |
| |θ £1 - £10 | |θ £11 - £20 |
| |θ £11 - £20 | |θ £21 - £30 |
| |θ £21 - £30 | |θ £31 - £40 |
| |θ £31 - £40 | |θ £41 or more |
| |θ £41 or more | |θ Do not know |
| |θ Do not know | | |
|Please first choose ONE BOX that best matches your profile as a user. Then please tick all that apply within that box. |
|θ NOT INTERESTED |θ RELUCTANT USER |θ AVERAGE USER |
|θ I am satisfied to remain unconnected |θ Do not know how, but would like to learn |θ I stay within my comfort zone when using a computer |
|θ Irrelevant / Antisocial |θ Struggle to use it |θ I like specific functions and use them regularly |
|θ Not interested / scared |θ I feel I am being forced to learn how to use a |θ I use functions to save money |
|θ Passed me by, now too old to learn about it |computer |θ I limit the amount of personal information I put on |
|θ I always seek out an alternative to using digital |θ My family will generally find the information I |the internet |
|information |need for me | |
|θ Do not like using digital information to access |θ Intrusive, I do not like my personal information | |
|government advice |being online | |
|θ Other (please state) _____ |θ Seeing how quick others are at using computers | |
|________________________ |makes me feel inadequate | |
| |θ Try not to do things online | |
|θ LACKING CONFIDENCE |θ KEEN USER |θ SUPER CONFIDENT USER |
|θ I like using the Internet |θ When I am fully proficient the internet will offer|θ I use the internet regularly for all sorts of things|
|θ I feel I am still missing out on what I could be |me lots of opportunities |θ I am confident when using the internet and will help|
|doing |θ I use a limited number of websites regularly but I|others if needed |
|θ I am not sure how to do a lot on the internet and |am always happy to learn about new ones |θ I will use it more often in the future for all sorts|
|would like to learn more |θ I know when I need help and will get it |of things |
|θ I am not sure where to look to get more training |θ Online transactions benefit the way I live |θ I cannot imagine life without the internet |
|θ Shopping etc online is a good idea, but feels like |θ I trust the internet but fear making a mistake or |θ I am aware the internet can be a dangerous place to |
|hard work |losing my information |undertake transactions but manage the risk |
|θ I will do more online in the future when I am more | | |
|confident | | |
|Where and when did you learn how to use your computer? |
|θ At Work θ From Friends & Family θ At a Library |
|θ With Open Age θ With Age UK K&C θ With New Horizons |
|θ At a College θ With Nova θ At the Second Half Centre |
|θ Other (please state) ____________________________________________________ |
|θ Recently θ 1-2 years ago θ 3-5 years ago θ 5+ years ago |
|Do you feel you need more training in how to use a computer or the internet? |
|θ Yes θ No |
|If yes, please tell us what sort of training you would like and why? _______________________ |
|____________________________________________________________________________ |
|If something goes wrong, or you do not understand something, where do you go or who do you ask for help? (please tick all that apply) |
|θ Online θ Friends & Family |
|θ Open Age θ Age UK K&C θ New Horizons |
|θ Other (please state) ____________________________________________________ |
|Would you like to make any other points? |
|___________________________________________________________________ |
|___________________________________________________________________ |
|___________________________________________________________________ |
|Would you like to be enter the Prize Draw for £50 of shopping vouchers? |
|θ Yes (please return the completed form by Monday 24th June) θ No |
Please return your completed questionnaire by hand to an Open Age Activity or Office, Age UK K&C, or New Horizons. Alternatively please send it FREE to the following address, you must copy it exactly as shown onto an envelope but do not need a stamp:
Freepost RTEH-UTZJ-STSA
Open Age
1 Thorpe Close
LONDON
W10 5XL
Thank you for completing the questionnaire!
2 Appendix B – List of Additional Training Requirements from Regular Internet Users
|1 to 1 support as hard to remember what I have learnt |
|A guide on how to make things well |
|Access, PowerPoint |
|Always learning new things, not sure at this stage what I need |
|Arranging Files and Digital Photography |
|Broaden Skills |
|Can only use eMails |
|CGI in Film Making & Photography, Improving skills in relation to music technology programmes |
|Cloud Storage, Databases |
|Complete Beginners |
|Everything |
|Everything |
|Excel so I can keep accounts |
|Excel to do work with figures |
|General |
|General Refresher |
|General revision session as hard to take it all in |
|General training about site updates and links |
|Generally, Photoshop, using menu options & how internet interacts with documents |
|Have dementia, need one to one training |
|How to use Internet, set up accounts to do shopping, keep in touch with family |
|How to use my Apple computer |
|How to use Social media |
|How to use the internet |
|I learnt a long time ago, did not practice and now have to start again sorry! |
|If I had more training it would need to be on the same system as I have at home, which is not as modern as most libraries etc. |
|Information |
|Intermediate classes and how to fix my computer when in trouble |
|Internet / Web |
|iPad - Struggling Generally to use it |
|iPad & general computer improvement |
|iPad as have one but cannot use it |
|Just starting out |
|Keep up to date |
|Latest Office software to find my way around it more easily |
|Learn more about this high tech |
|Learn more about what I can use internet for |
|Like to be kept informed and to continue learning more |
|Looking to go back to work, need to brush up on Word |
|Make Greetings cards; Short-cuts on Excel, PowerPoint, iPads and more |
|Make Notices, Tables and Print them |
|Managing Files Generally & Technical Troubleshooting |
|Marketing & Managing a website |
|Microsoft Word, Spreadsheets & Booking/Paying for activities |
|Mobile Phone Use, Create Newsletters, send Text Messages |
|More about eMail, using attachments etc. |
|More in depth as only know basics |
|MS Office, PayPal for buying & selling |
|Not sure |
|One to One |
|One to One offer as my needs are very specific |
|One to One with Tutor |
|Photo upload, manage security devices, install printers, where to get help |
|Photoshop for Employment or help to become self employed |
|Photoshop, Photo Plus, Website, Latest Microsoft etc. |
|Practice to boost confidence |
|Scanning & Using attachments & how to use eBay |
|Security Issues & How to Set them Up |
|Send Photos and Attach Files |
|Shop online, How to fix things when go wrong |
|Shopping online and booking Trains & Shows |
|Skype, Twitter & Word |
|To sell items on eBay, description and Photos |
|To type programmes in book form |
|Trouble shooting, Learn to a more advanced level, Photography |
|Trouble Shooting, Shortcuts with iPads & iPhone |
|Updating to latest devices and Software |
|Use of a camera and how to find addresses |
|Using a keyboard and accessing the internet |
|Very intensive training and soon please |
|Want to start again, as different from work computer |
|Web design, MS Office, Photoshop |
|Windows, How to use the Internet, Set up Accounts etc. |
|Wordprocessing, spreadsheets, eMail attachments |
3 Appendix C – Full List of Additional Free Text Comments
Comments from those who classed themselves as non-computer users:
|At my age many aspects of practical life seem complicated. I simplify things if I can and know I would get very worried trying to learn |
|computers |
|Because of my age it is hard to learn |
|Give the trainee a certificate |
|I feel it is most important to have personal contact available when needing help, especially as one gets older and has a disability. I hope|
|it continues |
|I find it all very confusing |
|I find it difficult to keep up with real friends and would not like cyber friends ... |
|I have no self confidence and ask Age UK any question as they are better than me |
|If still working, would have realised the benefit & necessity of learning to compute |
|Need to build Confidence |
|Too difficult mentally to grasp having had a stroke |
|Would like to know a person, or go to the library where someone can help me find out information without me having to do it |
Comments from those who classed themselves as computer users:
|6 Lessons at the Library too few |
|Bought computer but with no internet hard to use. Tried using wifi in library but complicated to get it up so an issue. Cannot re access it|
|if I do not go for a few days |
|Computer customer service is a nightmare (especially TalkTalk) |
|Computer drop-in support groups are a great help to me, I have used them many times |
|Computer I have is very old, it hangs and stops. My daughter need good laptop but I can't afford it even I haven't got money to buy new TV |
|computers are a fact of life, a source of interest & frustration |
|Computers are a life-line for me as I have problems with my hands and find it easier to type. I keep in daily contact with my son and |
|grandchildren by emaila nd facebook - and can still help them as a Nana |
|Greatly appreciate the facilities offered through Open Age and New Horizons |
|Hate having to be pushed into a too-fast future |
|Have tried beginners classes, but others have usually tried things before and I get left behind |
|Help! |
|I am disabled and find the equipment hard to handle and can't get my head round terminology - can you help? |
|I am very grateful for any help I can get to be more proficient and would welcome any one to one or class assistance offered |
|I could not have learned or managed any of the recent developments in Computing without help and encouragement from my children |
|I do not have a mobile phone ..... And even write letters!! |
|I find the internet very useful as a source of information & research |
|I have used a computer at work for 30 years. Now I have my own and things are so different I do not understand how to use it although my |
|granddaughter does help! |
|I need strict training and to conquer my fears and for someone to understand I must succeed |
|I seriously feel older people would benefit enormously from even a basic knowledge of computers and the Internet. It would certainly be a |
|hedge against loneliness |
|I think skype should be available to all pensioners |
|I want to learn how to use an iPad in particular to gain cheaper access to internet and news whilst out of the house visiting friends |
|I would like to keep updated on computing until I can afford to buy a laptop of my own |
|If cheaper would use from home |
|If I became more efficient I would volunteer to help at Age UK in some useful way! |
|It often goes wrong |
|Love Open Age to offer an iPAD Course |
|Need to Practice as been on course |
|Occasionally purchased shoes from abroad using my credit card number |
|Too much fraud online, wary about putting information there |
|Want a question and answer class where I can bring my own laptop |
|Want to go to Open Age to use computer & learn how to use iPad |
|Want to learn how to use my apple computer at class or on one-to-one session |
|Wants to access internet via TV but unsure where to go |
|Would be helpful if council could help with cost of repairing laptop |
|Would be nice to own a more advanced computer to support my employment ambitions like an Apple MAC |
|Would be pleased to find any help to advance my computer skills |
|Would love to learn & then pop into open age & use computer. |
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