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Remote digital support for older people - a CLASP perspective
Supporting older people remotely to use digital technology is challenging, but not impossible. It is much easier if the learner has a reasonable grasp of basic digital skills and our top tips and learning over the last few months are:
- Try to use the same device and software as the learner. That way you can see exactly what they are seeing
- Walk through the steps with them, and stay ‘on the same page’ through the process
- If they can use video technology, use that rather than a telephone call. That way you can see their device and pick up where they may be going wrong
- Ask them to write down, in their own words, the steps you are working through. TOP TIP – using drawings of the icons often helps older people remember the instructions
- Ask them to repeat back what you have talked through so you can check they have interpreted your instructions correctly.
- Older people need more time, so have patience and be prepared to talk through the same point in different ways until you are sure they understand
- Don’t use digital speak! TOP TIP – keep it simple. For example don’t tell them ‘go to the home page’ – tell them ‘press the middle/big button to go back to the main screen where you see all the little squares and pictures’
- Find out what their hobbies are, and then suggest apps or websites that are relevant to them. If they are not interested in a topic, there is no point in trying to encourage them to try out an app.
- Use simple easy to follow apps and websites
We have found our older learners particularly interested in ways to connect to friends and family digitally. Learning how to video call has been a lifeline to older people who were not able to leave the house. Over the winter, it is unlikely that face-to-face groups for older people will resume, and video calling will continue to be vital to keep older people more connected to friends and family. Other apps, which we have found particularly useful, include:
- Weather apps (everyone wants to know if it is going to rain!)
- Exercise classes on YouTube
- Gardening tips and videos
- Sports websites to check football scores
- Crossword puzzles
- Zoom – which seems to be reasonably easy for older learners to pick up and use
- Google! Even just to look up telephone numbers for a garage, restaurant, and bus or train time. TOP TIP – learning how quickly they can look something up is a great way to encourage older learners to use the internet
Finally – reassure them that they can’t break the internet! Many older learners are afraid to try things in case they get it wrong. Reassuring them that they won’t break their device by trying something is important.
TOP TIP – give them a simple way to exit if they are stuck on a website, or app – pressing the middle or big button or if they get in a real muddle, switching the device off and back on.
Reassure them that you will be there to support them if they forget, or get something wrong.
Susan Seenan, CLASP