RESEARCH IN ACTION
City of Whittlesea: ICT and Older Adults
Understanding older adults' digital aspirations, barriers and the support that can build confidence and inclusion
This case study explores how research into digital inclusion was applied in partnership with the City of Whittlesea to better understand older adults' aspirations, barriers and support needs.
Working with the City of Whittlesea, U3A Network Victoria and older adults, the research translated evidence about digital literacy, perceived risk and trusted support into practical recommendations, resources and community-based approaches.
Why this research matters
Digital participation increasingly affects how people access information, services and opportunities to connect. For older adults, however, confidence, perceived risk, access to support and different levels of digital literacy can all influence how technology fits into everyday life.
The City of Whittlesea wanted to better understand these differences so its Ageing Well team could strengthen digital literacy programs and support older residents to participate more confidently in an increasingly digital community.
What the research explored
1
Aspirations
What older adults want technology to help them do and how different levels of digital literacy influence their goals.
2
Barriers
The perceived risks, confidence issues and practical challenges that can prevent older adults from engaging with technology.
3
Support
How trusted people, community organisations, digital mentors and locally relevant resources can help older adults build digital confidence.
What we learned
Digital literacy shapes both confidence and aspirations
Older adults with higher digital literacy were primarily motivated by access to information, while those with lower digital literacy placed greater emphasis on building confidence and becoming more comfortable with technology.
Access to technology does not equal digital confidence
Owning a phone, tablet or computer does not necessarily mean someone has the skills or confidence to use it effectively. The report identifies language, fear of inadequacy and unfamiliar technology as important barriers, particularly for some culturally diverse communities.
Knowing where to ask for help is itself a barrier
Older adults may struggle not only with technology but with knowing where to seek trustworthy assistance. The research found that support can come from family and formal organisations, but also from people such as nurses, social workers and other trusted contacts.
Learning works best when it is practical and ongoing
The research recommends practice-based learning, individual and group support, and opportunities to apply skills to real tasks rather than treating digital literacy as a one-off training exercise.
Trusted community networks matter
For culturally and linguistically diverse communities in particular, support can be more effective when it comes through trusted people, familiar community settings and culturally informed networks.
Trusted support in action
Tom's story
Tom is an active member of Whittlesea's Macedonian community and an informal digital connector within his local network.
Through regular conversations with friends and community members, Tom helps people work through technology challenges, find reliable information and connect with appropriate support.
One older community member attended a formal technology class with Tom but later explained that he felt more comfortable discussing his technology problems with Tom over coffee and having someone he trusted help him find the answer.
The experience highlighted an important finding from the research: for some older adults, particularly within culturally diverse communities, who provides support and where that support happens can be as important as the information itself.
From insight to action
The research generated specific recommendations for the City of Whittlesea around three areas:
1. Consumer safety
Help staff better understand the risks and barriers older adults experience, including through the digital-confidence resources developed by the project.
2. Digital inclusion
Support ongoing, practical digital learning through individual and group programs, trusted mentors and approaches tailored to different levels of confidence and ability.
3. Community-based support
Work through existing networks such as U3A, libraries, senior clubs and community connectors, particularly when engaging culturally and linguistically diverse communities.
LOCAL NETWORKS EXTEND THE REACH
16 regular participants
connected through clubs and networks to approximately
700 older people
The report recommended building on this community-based model, where a small group of regular participants was connected through clubs and networks to a much wider community of older people.
Research behind the case study
This case study formed part of the broader Co-designing Digital Technology Strategies with Older Adults research, which moved from understanding perceived technology risks to co-designing practical strategies and resources with older adults.
This project was funded by the Australian Communications Consumer Action Network (ACCAN), in partnership with RMIT’s School of Business and Law/School of Economics, Finance and Marketing, the University of the Third Age and the City of Whittlesea.
