Digital Champion Spotlight: ACE IT

At ACE IT, our mission is simple. We want to contribute to a society where everyone can enjoy the benefits of digital empowerment and where the technological generation gap is reduced.
Prior to Covid, our varied programmes were all delivered face to face but when forced to switch to remote coaching, we didn’t want to reinvent the wheel. We just wanted to focus on what has always worked for us – tutors that are patient, kind and eager to help.

Using a computer for the first time can be daunting. The language can sound confusing and complex, and getting over the initial hurdles can sometimes be the most difficult part. We have found that one of the most important things is to ensure small successes at the beginning and celebrate them. This can boost the learner’s confidence and demonstrate that this is something that they can do and that it is something that could open up new possibilities in their lives. At a very early stage, a simple but very effective technique to engage learners is to show them that with one click, they can find the settings and can resolve many of the problems that can show up when they start to use the device. It may not be a huge moment but sometimes just knowing how much control you have over a device can be incredibly empowering.  

ACE IT were in the very lucky position that, long before this pandemic, all of our staff and volunteer tutors were already trained and knowledgeable with IT. This has meant that our biggest challenge has stayed the same as it was before Covid, motivating people to take those first steps, overcoming the fear of making an irrevocable mistake and giving them the confidence to join the digital world. We have always said that being personally encouraging and keeping it light is the way forward, and being that person who doesn’t see any question as a stupid question. We try to show people that with a little bit of help, they can learn to use this “scary” technology as a part of their daily life.

At ACE IT, we have such a wide variety of learners that each one has their own version of success. For some, being able to simply use their device to video chat with their grandchildren is a success. For others, they consider it a success when they have learned simply everything they can about their device. My personal favourite is probably a man from our Tech Library service. With a device and some technical support from ACE IT, he was able to learn how to watch online fitness classes (and join in!), has begun a course from the Open University and has been able to keep in contact with friends and family through video calling. I think our service was summed up when another user said “I don’t know how I survived life before the internet” and I certainly agree with that!

With our mission in mind, we aim to reach as many over 50s as possible to help them achieve digital capability. To this end we have programmes with many different aims such as:

• Work Wise Women – a digital employability programme to help women over 50 who are looking to gain the necessary skills needed in today’s workplace.
• One to One sessions - for learners who need help with any kind of digital device.
• Scams Awareness workshops- For a more in depth look at Scams and how to avoid them.
• Moose in the Hoose – our outreach programme for care homes where our oldest learner (so far!) is 96.

Top Tips 

If possible, loan the device to the volunteer first. Although most devices fall under the Apple, Android or Windows software, they all have their own little quirks that can surprise you. These little differences can be surprisingly off-putting to someone who is new to technology. Even if the volunteer only has a day or two to get used to it, that could provide extremely valuable when needing to remotely support a user.

If the service user is comfortable trying a video call, start with this first. There are easier things to learn but if they are able to get on to a call and share their screen, this makes it much easier to talk someone through the more complex steps.

Handouts are always useful. We provide a welcome pack with each of our tablets that has been very successful. Simple steps that users can follow along by themselves helps to improve their confidence.

Katie Innes, Development Coordinator at ACE IT