Individual Strategies for Managing Operational Risk

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01

Search engines. Use search engines like Google or video apps like YouTube. Google ICT jargon or explore YouTube videos will help you learn how to do things - pause, rewind and watch as many times as you need.

02

Use VPN. Use VPN services to access websites and search engines from the perspective of your country of birth. This will provide access to information and entertainment directly delivered in your preferred language.

03

Updates and developments. Remember, ICT changes all the time, so you need to keep updating your apps and devices as well as your knowledge of them. Keep your system and apps up to date to ensure they work properly.

04

Backups. Make sure you have backups of important data.

05

Second devices. Consider using a second/different device if you are experiencing problems. Then, look for solutions on the second device.

06

Different paths. There are many ways to do the same thing. You may need to try different paths until you find your preferred method.

07

Mixed passwords. Try passwords that mix both English and your primary language. They will be harder for others to guess.

08 

Areas of interest. Make a list of the topics you would like to know and the skills you would like to acquire. Then ask a more knowledgeable friend from your ethnic community to help you group these and work out a plan.

Relational Strategies for Managing Operational Risk

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01

Family assistance. Find family members, friends or neighbours who not only speak your language but are also comfortable with being your go-to person for more complex technological issues. For example, if your grandchildren have more time than your children, then ask your grandchildren.

02

Decide what is shareable and what is not. Make an internal decision about what is private to you and what is possible to share with close friends and family members. Some password-protected items can be shared with others (e.g. your telephone provider login account), and sharing will help you re-access these services if you need to. You can also write down these passwords. Others (e.g., bank accounts) need to stay private or shared with a partner only. You will only need to focus on remembering the ones you are not sharing.

03

Libraries. Visit your local and digital libraries to explore books, tutorials, manuals, or classes that can help you. Many libraries have programs in other languages. If they do not, put in a request for one. You may be surprised at how many people who are in a similar situation as you are and might benefit from having resources in their own language.

04

Mentors. Cultivate people (family, friends, or professionals) from your ethnic community who have a higher level of digital literacy and are willing to help with technology. Tell them the specific tasks you want to learn. Ask them to focus on them and show you step by step. Remember to take notes so that you can use them later.

05

Health issues. Find a support group who speaks your language and may have tips and tools to help you overcome any health issues (weaker eyesight, hearing, shaky hands), and discuss with the tutors at your ICT groups and more knowledgeable peers.

06

Help your partner. If your partner knows less than you, share your new knowledge with them, which helps you remember it.

07

Teach others. They say that to teach is to learn a thousand times. The best way to learn and keep new knowledge is to teach others. Consider becoming a volunteer teacher on subjects you want to learn more about or keep updated.

08

Community. Use the power of community with other tech-savvy seniors in your ethnic community and form a support group to help one another. Try seeking out community members who are well connected within and without your group. There are always some very active people both within their ethnic community and in the broader society. They may be of great help to ‘translate’ your problems and seek help outside of your community.

09

Service Providers. Become loyal to service providers that help support your technological and language needs. Good technology providers and retailers should be able to offer targeted solutions and support to your issues. Engage with stores and services that provide your preferred communication channel, be it in-store, phone, or through the chat function on the websites.
 

Strategies to Managing Perceived Operational Risk

Operational risk is aligned both with the person’s ICT ability and the person’s confidence to try to overcome the perceived risk and engage with the digital device. There are individual strategies people can do themselves to manage this risk, as well as relational strategies which consider the role of social influence on a person’s ability to try new things and interact with ICT.

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Rosa-1

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Other potential risks
that Rosa is facing:

concerns about feeling incompetent, getting frustrated and being overwhelmed with digital technology.
fears focused with online payments, losing privacy, identity theft and automatic payments.
worries about online transactions, not receiving the purchased goods and processing errors.
fear of buying too much online and the costs with upgrading software and devices.
concerns that digital devices encourage physical inactivity and becoming addicted to the devices as well as the strains on eyesight.