ACCESSIBILITY IN THE NEW NORMAL
How can we help senior populations cross the digital divide in the time of COVID?
“I have a hard time knowing what I don’t know about technology”
-Holland, MI senior
“Sometimes you get a website that’s hard to deal with, they sure don’t make it easy on you”
-Holland, MI senior
The Digital Divide and COVID-19
What is the digital divide?
The digital divide is the unequal access to technology or technological education, particularly for marginalized communities and the elderly.
Why is it important now?
The COVID-19 pandemic has shined a light on the digital divide as not only a problem of access to technology but also a problem of public health. As the COVID-19 vaccine has become more readily available, it has been crucial that at-risk populations such as the elderly have access to vaccines, however, with most vaccine distribution organized in online medical portals, there has been a layer of difficulty in reaching senior populations.
How are senior populations affected?
As we consulted with our focus group of seniors in the Holland MI area, it became apparent the lack of confidence many seniors face when engaging with technology. Many cited discomforts navigating everything from apps, to webpages, to the physical hardware that comes with technology.
These findings were parallel to our research into the nationwide experiences with the digital divide, and have become even more severe during the pandemic. As stated by researcher Gabrielle Martins Van Jaarsveld, "the elderly population, which has been worst affected by both the virus, and the lockdown measures, has seen the least benefits from these digital solutions." To help senior populations close the digital divide during the COVID-19 pandemic we must focus our efforts on education and user-centered design.
What does the digital divide look like?
16%
of Americans are digitally illiterate. These adults are more likely to be elderly and of marginalized identities (Wang).
26%
of adults 65+ claim they feel very confident with technology (Pew Research).
How can we improve education?
As more and more of the vaccine takes place digitally (digital apps, websites, virtual vaccine passports, etc) many digitally illiterate populations are left behind. "With the already complicated information regarding the vaccines and the time requirements of two dosages, navigating these systems adds another layer of complexity for people who are less comfortable with the digital environment," (Wang, 2021). Education is needed to support these digitally illiterate populations, and it must be conducted in a way that works for them.
According to the Pew Research Center, seniors are more likely than any other population to "say they need others to show them how to use new devices," (2017). Senior populations want help, and it is crucial during the pandemic to find ways to improve their comfort and confidence with technology.
Phone Coaching
According to an article by Joseph Bednar of BuisnessWest, phone coaching has been an easier way to connect to community members to help them navigate newer technologies such as Zoom. However, not all populations have equal access to technology and the resources to learn technology, and further work needs to be done to provide broader access to high-speed internet for these efforts to be successful (2021).
Case Worker Support
In a study by researcher Melinda Young, evidence has suggested the role case managers can play in helping some inpatients feel comfortable with digital telehealth technologies before discharging them (2020). In cases where patients have access to case managers, they are able to receive a baseline education in how to use their telehealth services before leaving the care facility and feel much more confident in their telehealth services from home.
Linear Navigation
In a study for the International Journal of Human-Computer Studies, Castilla et al. discussed a linear navigation system to help elderly users feel more comfortable accessing social network systems. Utilizing eight standardized sessions, the group was able to help grow their digital literacies through following more linear methods of navigation similar to what they would encounter in a text book or instructional manual (2018).
How can we improve the designs of digital spaces?
While improving access to education for senior populations is a great tool to close the digital divide, during the COVID-19 pandemic, we have little opportunity to get together in person with elderly populations who are at risk for COVID-19. Not only this, but many elderly populations lack the access to medical and educational support systems. Therefore, there is a need to make the technology they may encounter on their own as accessible as possible to their needs without support systems.
In a study by Siu et al. (2011), researchers found that interface designers are usually of a younger population that fails to consider the ways in which older populations who may be experiencing a decline in “sensory, physical and cognitive functionality." If senior populations were included in the graphical design processes, Siu et. al discovered, our technologies would be much more user-friendly for their age groups. This incredibly simple step could be crucial to developing telehealth or vaccine distribution softwares. If we want our technologies to be accessible for all, we need to include as many perspectives as possible in our design processes.
Types of Education to Improve Digital Literacies
References
AHC MEDIA. (2020). Case Managers Help Patients Bridge the Digital Divide Before Discharge: Digital health use skyrocketed in 2020. Hospital Case Management, 28(8), 1–3.
Barriers to adoption and attitudes towards technology. (2017, May 17). Pew Research Center. Retrieved March 18, 2021, from Barriers to adoption and attitudes towards tech among older Americans | Pew Research Center
Bednar, J. (2021). A Critical Gap: The Digital Divide Is Holding Too Many People Back. BusinessWest, 37(22), 30–35.
Castilla, D., Botella, C., Miralles, I., Bretón-López, J., Dragomir-Davis, A. M., Zaragoza, I., & Garcia-Palacios, A. (2018). Teaching digital literacy skills to the elderly using a social network with linear navigation: A case study in a rural area. International Journal of Human-Computer Studies, 118, 24–37. https://doi.org/10.1016/j.ijhcs.2018.05.009
Michael Siu, K. W., Annie W. Y. Ng, & Chetwyn C. H. Chan. (2011). Difficulties Involving Older People in Design Research: A Case Study of the Stereotype Production Method for Graphical Interface Design. Design Principles & Practice: An International Journal, 5(3), 495–506. https://doi-org.ezproxy.gvsu.edu/10.18848/1833-1874/CGP/v05i03/38092
Martins Van Jaarsveld, G. (2020). The Effects of COVID-19 Among the Elderly Population: A Case for Closing the Digital Divide. Frontiers in Psychiatry, 11.https://doi.org/10.3389/fpsyt.2020.577427
Wang, D. (2021, February 8). Thousands of Americans are struggling to sign up online for vaccine appointments. This digital divide is going to make the vaccine rollout tougher. Insider. Retrieved March 18, 2021, from https://www.businessinsider.com/digital-gap-covid-19-vaccine-roll-out-will-cost-lives-2021-2