Residents and Communications Technology
We live in the digital age, in which technology can be the only way to access many services in society. The residents we spoke to showed widely varying usage and attitudes to current communications technologies.
Some used email for their activities, such as arranging golf matches. While some used text messages “between us [for] personal things” (Resident 59), they also felt that their preferred communication from the charity was in person, by individual letter and by information on the communal notice boards. Many used Zoom and Facetime during the Covid pandemic lockdowns to keep in contact with family and friends – for some, this required learning new technologies but others had been using communication technologies for some time with family members and friends based abroad. Zoom was also used for attending faith services during lockdown. The facility for online shopping became particularly valuable during the Covid period – those residents already using online grocery or other shopping helped their neighbours to get online or ordered for them. Others adapted to using available applications:
“When COVID happened I had to arrange my own shopping. I contacted Waitrose for delivery online. I had to learn technology to survive”
(Resident 24)
Online shopping was seen as having the advantage of not being impacted by the closure of local shops. Some residents valued technology for receiving updates from the local council or as a source of information, such as local transport schedules. Some mentioned the challenges of online banking. There was recognition of how technology could enable activities:
“She is now in a wheelchair, she can use one arm, and she can talk clearly but slowly, and sometimes then she loses track of things, but she sends completely coherent WhatsApps”
(Resident 27)
The potential role of communications technology in addressing loneliness was also recognised:
“You can Facetime, you can do what you want. I sometimes think, if my mum had that, she wouldn’t have been a lonely person after Dad died, because honestly, I mean, I play Scrabble with my daughter [online]”
(Resident 32)
In addition to communications applications such as Zoom, Facetime, WhatsApp, email and text, technology was used for music and the internal intercom system was found useful by some.
However, attitudes to technology varied widely, and ranged along a spectrum from “not interested” [Resident 50]; “you’re frightened of it” (Resident 48); “I don’t believe in mobiles” (Resident 49) to some use (“I do it under sufferance” (Resident 39)) to daily use embedded in their lives. Clearly, some residents have chosen not to learn to use communications technologies or feel incapable. Some can no longer manage technology due to disabilities such as failing sight. However, many residents were familiar users of email, text messages, online shopping and online searching. The point was made by some residents that, even where technology was available, it was of little use without training and support. One charity partner signposted their residents to teaching and support offered weekly by a local charity in the public library. Another charity had arranged a weekly technical support session in-house, which supported residents with critical applications such as access to NHS appointments and completing official forms. This was valued by residents and helped to reduce digital exclusion.
