Digital Inclusion – it’s about confidence and capacity; not training

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I’m just back from two great days in East Suffolk delivering digital inclusion sessions in Lowestoft and Felixstowe. These sessions were a pilot for East Suffolk Councils to find out what works before they roll out a wider digital inclusion programme for residents in the districts. I met some lovely people, and, as always I was learning perhaps as much as they were.

As you probably know now, I have a particular approach to digital inclusion which is based on the following principles:

  • Go to where people are, don’t wait for them to come to you;
  • Reasons for using the internet are different. Some can be harder to find than others;
  • No one voluntarily begins using the internet because they want to access Government services;
  • Most people use the internet for fun. The newcomer’s introduction should also be fun;
  • Show people what others do with the internet. They might want to join in;
  • Demonstrate that internet use is a part of “normal”, everyday life.

One thing of particular note which came out of this for me was that a number of people present at the sessions reported that they had had their introduction to new technologies soured by classroom training approaches that tried to teach them content irrelevant to their lives at a pace that left them behind. They found this experience intimidating, confusing, and boring. And it had taken them some time to re-find their interest. The feedback I had from my sessions suggested that they had now turned that corner and were on the road to making digital part of their lives. I think all of us who believe that digital inclusion is vital to people’s health and wellbeing need to raise our voices against all the wasted resources that go into classroom approaches. I am seeing increasing evidence not only that they don’t work, but that they are actually counter-productive.

My time in Suffolk further confirmed to me that the individual nature of each person’s reasons for digital exclusion means that individualised approaches are necessary, and that these approaches need to be patient and long-term. There is no quick fix. We have to remember that digital inclusion work of one kind or another has been going on for 15 years or more. Those who are still not on board are the most resistant, and probably have the most complex issues around why they are not online. These factors have to be unpacked and addressed, sometimes one-at-a-time. And one of the key components of this approach is that people have to be encouraged to love digital enough to want to keep at it, using digital devices and getting fluent with them. I have seen that it is very easy for people to slip back into exclusion if they don’t keep practicing. And they won’t keep practicing if they don’t like what they are doing.

Some of the other interesting issues which emerged from these sessions included:

  • the lady who refused to believe that the product we found on eBay was genuine because it was less than half the price she was used to paying for it in the shops. I think she was eventually convinced by my efforts to show her how to use buyers’ feedback to check whether the seller had a history of offering genuine products (they had almost 99% positive feedback). It is apparent that people who don’t use the internet don’t have a clue about how much money they could be saving if they researched products online;
  • numerous participants who had been subject to scam telephone calls claiming to be from Microsoft or “Windows” and offering to solve computing problems. One participant had actually gone through with the process, but fortunately his daughter had intervened and cancelled his debit card and wiped his laptop before he could lose any money. But even those who had not succumbed said things like “they were so convincing”, “what he said rang true because I had just been given a new computer”, and “but how did he get my number?”. There is a shocking lack of knowledge among digitally excluded people about how randomised computerised systems work. They don’t realise that it is perfectly possible for them to be chosen at complete random by a system that dials millions of numbers a day. They think there has to be a reason why they were chosen for the call. And they don’t understand that a stranger on the end of a phone line cannot possibly have any idea of the state of their computer;
  • quite a few of the participants didn’t have any close relatives alive. This meant that they hadn’t felt the need to learn to use the internet to communicate, they didn’t have family to show them the ropes, and they didn’t have anyone putting pressure on them to join in online conversations;
  • One of the characteristics that many digitally excluded seem to share is a lack of curiosity about life. This is a real barrier to overcome. It means both that they don’t welcome opportunities to learn new things, like how to use the internet, and it is hard to get them excited about the potential for access to the online world to open up new vistas and opportunities for them;
  • The pressures to use online services are getting to the point where some can no longer resist. This was certainly a factor for a number of participants. The trick, from my point of view, is to prevent these pressures from making internet use seem a chore, rather than a pleasure.

All these issues means that we have to stop trying to push people through systems designed around numbers of outputs, listen to their needs, wants and fears, and address them patiently and sympathetically.

Please get in touch if I can help you work with your clients to address similar issues

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Dementia-Friendly Group Video-Conferencing?

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Last week I was working at the 2nd North Wales Dementia Meetup (#DementiaNWales). I will blog more about that when I get a chance, and there will be a lot of video content to catch up with soon. But, in the mean time…

I ran a couple of sessions about using technology to make life easier for people with Dementia. In one of the sessions there was an appeal to find a Dementia-friendly group video conferencing app so people can keep in touch with each other.

Personally, I think it must be the case that something suitable already exists. A few months ago I would have confidently said that I think Blab is the one. But then Blab was closed down.

So, is there one that exists, or do we need to invent it? Google Hangouts has been significantly simplified in recent months, but still, when I tried to use it with a group with low levels of digital skills, the majority struggled to access it. Another candidate is HouseParty, an app recently launched by the founders of the demised live streaming app, Meerkat.  Would either of these do the job? Or, of course, there is always Skype, tried and trusted to many now, and offering group video chat as a relatively recent development.

I’d be very interested in people’s views (please leave a comment below) on what the issues are for people with Dementia in accessing group video chat, and whether any of the apps I have suggested might do the job, or does the perfect tool need to be created?

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Love, Care and Happiness: Telling The Story of Great Social Care

2016-09-20-13-45-21As you may know I’ve been doing some work with Calderdale Council‘s Adult Social Care service to tell the story of how Social Care is being delivered in the district in very trying times.

There can be no denying that Social Care is suffering due to the twin pressures of budget tightening and increasing demand. In many areas this is resulting in collapse of services which are buckling under the pressure. And yet, wherever I go in Calderdale, people keep telling me that things are different, that difficulties are being overcome, and that good quality social care is being made to work. As far as I can tell, this is being achieved by a combination of imaginative and flexible commissioning by the Council and managers and staff of providers who are prepared to go the extra mile. And, in the main, they do this because they care. A good friend of mine, Mike Chitty, once said to me “people can’t be paid to care”. I think he is absolutely right, but it is also true, in some cases, at least, that caring professions attract caring people, i.e. people with heightened degrees of empathy and a mission to help their fellow humans. Could it be that there are more of these kinds of people in Calderdale than elsewhere? I suggest this is unlikely, but from my experience, they do seem to be harnessing more of such people’s talents and enthusiasms in pursuit of common goals.

And I think it is vital that we tell the story of how this is all happening so others can learn from it. As I often say – if people doing good work shy away from telling their story (often shrugging and saying “I’m just doing my job”), they leave the way open for others to distort what they do (look at TV programmes like “Benefits Street”, “On Benefits and Proud”, etc.).

So, here is the video diary I shot after visiting Valley View Care Home in Halifax. This is where I started expounding my view that the ultimate aim of social care providers is to ensure the happiness of the people they care for, and that, thus, Social Care is the Happiness Business.

And then I met Mark Coup, Owner of Welcome Independent Living, based in Hebden Bridge, who told me some great stories about how his staff go beyond the call of duty to show they care.

At the end of a day when I had flitted around the District visiting providers and advocates in Halifax and Todmorden, I paused before getting back on the train to record this video diary in which I, a bit off the cuff, tried to sum up what I had seen and what I thought summed up a great Social Care provider. I think the basic agreements are Love, Care and Happiness.

And so, here is the video I was making, which kind of sums all this up in the words of those running great social care organisations, and some of the self-advocates who work with Lead the Way, and the Council.

If you’ve got a great social good story to tell, and would like me to help you tell it, please get in touch.

 

Internet Radio for the Technophopic?

Over the last few months, I’ve met a few people whose older Irish relatives living in the UK are distressed because RTE Radio has ceased broadcasting on Long Wave and can therefore no longer be received in mainland Britain. This has prompted me to restart an investigation I mused about a few years ago.

It is, of course, possible to listen to RTE Radio anywhere in the world via the internet. But with the Irish diaspora, as with many other groups, there is the issue of older people who rely on it but are not capable of making the switch to online listening because they are not comfortable with new technologies. So, is there an option for listening to internet radio that is very easy for someone who is technophobic?  There are a number of standalone internet radio sets, but I have never come across one which is particularly user-friendly (please let me know if I’ve missed one).

So, I have been thinking about a couple of potential options. One is Amazon Echo, which has recently arrived in the UK. This would definitely do the job, as Adrian Scaife of Tunstall Healthcare demonstrated for me when I visited Tunstall’s Mary’s VIP Home back in July. The video of that demonstration is below.

The Echo is a great device, but £150 is a bit pricey for many people. Especially if its main use will be as a radio.

So, another option might be to get a cheap Android phone, some are going for as little as £30 these days, and set it up so that you can use Google Now to voice-activate radio stations through the Tunein Radio app. The issue with this is that you’d probably need to connect it to a decent speaker for it to work effectively, which will add to the cost and make it a bit more complicated. Of course, if the person already has speakers or a hifi system they could plug it into, that might solve the problem. And perhaps if the person has a relative who has upgraded their mobile phone, they could donate their old phone for this purpose.

I’d be interested if anyone has other solutions. This could really help some older people who rely on familiar voices from back home. It would not just be good for people of Irish origins, but for all kinds of other groups as well, and even for people, like myself, who live far away from where they grew up, but might like to listen to local radio from back home.

Any other ideas?

 

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Millom Really Gets Digital

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Yesterday I spent an extremely enjoyable day with the residents of Millom Court in Timperley as we launched Millom Gets Digital which is the first step in Trafford Housing Trust‘s strategy to bring wifi to its Sheltered Accommodation schemes and promote the wider digital inclusion of its tenants. I was really grateful to be invited into the home of the residents and it was fantastic talking to them about their lives and how technology might enhance them.

It was a great help that the first person I met when I arrived was Dorothy who was bent over her tablet using Facebook. She quickly volunteered that the introduction of wifi to the scheme has been immensely beneficial to her as it means that she can see and talk to her son and grandchildren in the USA on an almost daily basis. There turned out to be around 5 out of the 25 or so residents present who already were using some kind of digital device on a regular basis. This was very pleasing as one of the aims is to get residents to pass on their skills and interests to their neighbours.

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So, Jim Tunstall from THT, Lee Omar from Red Ninja Studios, Louise Rogerson from Intelsant and myself spent some time talking to the residents, telling them stories about the benefits of new technologies, and encouraging them to try out some new tools. Then we discussed people’s hopes and fears about new tech. The first comment from a resident was that she felt strongly that people should stop staring at their devices and talk to each other. We countered that argument by pointing out that the majority of new technology use is indeed about communication, and that it gives people the opportunity to talk to anybody, anywhere in the world. This point was backed up by Dorothy’s experience of talking to her family across the Atlantic.

We carried on talking, experimenting, and playing, over lunch. Gradually some of the more reluctant members of the group started to soften their attitudes and little victories were being won all over the room.

As we reconvened after lunch and further discussed some of the issues raised it became apparent that there were a small number of committed technology users who were very pleased that the wifi had been installed and extremely keen that it should stay. It is currently free to use on a trial basis and THT are looking for some evidence of the direct benefits it brings to people’s lives before deciding (a) whether to retain it at Millom Court, and (b) whether to roll it out to other schemes.  This should provide a further incentive for the committed residents to act as digital champions for their neighbours, as wider use is necessary in order to collect the proof.

Today was further proof for my beliefs about the effective routes to digital inclusion, namely;

  • begin with the power of communication and fun uses of the internet. Getting to grips with these will develop digital fluency and allow beneficiaries to tackle utilitarian uses at a later date;
  • nobody who doesn’t work in a office has any use for a desktop PC, and not many need a laptop. Touchscreen devices are the most effective gateway to the internet for novice users;
  • you will never convert every member of a group on day one, and it is futile to try. Start with those who already have some interest and get them to cascade that interest to their neighbours. Eventually, even the most reluctant will realise they are missing out on what everybody around them is benefitting from;
  • internet use is one of the most effective means of keeping older people’s minds active. It should be available on prescription.
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Millom Gets Digital

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Next Wednesday (17th August) I’ll be with Trafford Housing Trust launching a new Digital Inclusion Project at their Millom Court Sheltered Complex. Also involved with the project are Lee Omar of Red Ninja Studios, and Louise Rogerson of Intelesant.

Wifi has been installed at Millom Court, and on Wednesday we’ll be starting the process of firing up the residents to want to use it to bring them closer to their friends and relatives, re-kindle their memories, make their lives easier, and improve their health and wellbeing.

I am really excited to be involved in this project, and I hope it is the first of many on this kind of model. If you are going to be anywhere near Timperley on Wednesday, I’ll see you there.

The EU Referendum – proof of the power of storytelling

I’m banging on about storytelling again. Because I believe a momentous decision has just been made because slightly over half of the UK adult population believed a story. That story might be true. It might not. I very much doubt that all of it is true. Much of it might have its roots in truth. But….

You see, the Leave Campaign bus had a slogan on the side which said “We send £350m a week to the EU: Let’s spend that money on the NHS”. Nigel Farage made a speech in front of a poster saying “Let’s spend money on the NHS; not Brussels”. This morning he has said that nobody promised the EU money would be spent on the NHS. You see, not all stories are true. But some of them are powerful enough to make people believe in them.

I watched a TV programme recently about the guy who debunked Yuri Geller and several evangelical Faith Healers. Even though their methods were publicly shown to be fake, after a brief glitch in their popularity, most went on to resume their careers. People wanted to believe that what they were doing was real more than they wanted to believe the facts. The story won out over the reality.

So, in the face of myths, we have to tell the real story and we have to get people to want to believe the reality more than they want to believe the myth. People believe that all social housing tenants are cheating scroungers because of “Benefits Street” and the like. They believe that having any kind of ambition in life is setting yourself up for a fall because that is a recurring motif in TV Soap Operas.

So, some of the stories we have to tell, in ways that that engage people, are:

  • Social housing is necessary for social cohesion and a balanced society;
  • Some people need benefits because they can’t work either permanently or temporarily;
  • Collective community actions can improve people’s lives;
  • Some people can and should be able to improve their own health and wellbeing if given support and access to resources;
  • WIthout immigration our economy would collapse;
  • Ethnic and social diversity is a social good and enhances all of our lives
  • Older age is not “God’s Waiting Room”.

And those of us who believe in these ideas, or work in organisations whose existence depends on them, need to tell these stories ourselves. All the evidence suggests that no one else is going to do it for us.

I am passionate about the power of Digital Storytelling and I want to help all organisations and individuals to gain the skills and capabilities to tell their own stories to the world. If you share this objective, and just need a little help getting there, please get in touch.

Capturing Older People’s Technology Stories – Teresa’s Story

Here’s another of my series of stories of how older people are using new technologies, for the Centre for Ageing Better. I captured this one unexpectedly at an event where I hadn’t taken my usual video kit with me, so it was done on my phone with no additional equipment. Sorry, therefore, for the background noise.

  • Teresa was persuaded to get first a smartphone, then an iPad by her grandsons who wanted to keep in touch with her. Her grandsons taught her how to use both of them;
  • She particularly loves keeping in touch using Skype, FaceTime, Facebook and Messenger;
  • The real value of how she uses her iPad is that she can keep in touch with family members all over the world;
  • Teresa believes that you cannot tell how someone is feeling on the telephone, but, by using Skype or FaceTime you can see people’s faces and get an insight into their feelings;
  • Teresa says she would now be lost without her iPad;
  • She spends a considerable time messaging with a good friend every evening;
  • Teresa’s next plan is to buy a wireless printer so she can print from her iPad;
  • The best thing about having access to new technologies is having face-to-face contact with her dispersed family;
  • Teresa says “As long as you’ve got wifi you can do it”.
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Capturing Older People’s Tech Stories – Shirley and Graham

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This is the third in my series of interviews for the Centre for Ageing Better with older people on how they use technology. I met Shirley and Graham at their home in Sutton-in-Ashfield, Nottinghamshire. Thank you to Sophia, their granddaughter for making it happen. The video of the interview is at the foot of the post.

Shirley’s story:

  • Shirley first got involved in new technologies when she got involved in managing a local After School Club;
  • She had to learn to use spreadsheets to manage the finances of the club;
  • Shirley really enjoyed learning to use IT;
  • Shirley uses the internet to buy things;
  • Shirley’s oldest daughter lives in Canada and she loves to talk to her grandchildren there via Skype;
  • She does her banking online;
  • Shirley is thinking of buying a tablet so she can use it when she is on holiday;
  • She really appreciates facilities like eBay which she can use quickly to buy a replacement saucepan when she has burnt one on the hob;
  • Having access to the internet means Shirley can learn something new every day;
  • Shirley believes that all older people should give the internet a go;
  • She believes that the internet is very much better than the TV. “There’s nothing on the TV these days except repeats and Attenborough”;
  • Shirley loves YouTube and uses it to watch old episodes of “Top Gear” and “Open All Hours”;
  • She has recently purchased a VHS player as this is the only way to be able to watch her granddaughter (Sophia)’s childhood dance classes;
  • Shirley loves “spying” on the younger members of her family via Facebook;
  • She has a digital photo frame which she loves transferring photos to.

Graham’s story:

  • Graham used to work for BT International. In the mid-1980’s he was invited to a conference on the Internet, but he didn’t have time to take interest;
  • Ever since he has studiously avoided anything to do with his previous employer;
  • Just recently, he has been persuaded by Shirley to learn how to do online banking as their local bank branch has closed.

Capturing Older People’s Tech Stories – Joyce

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This is the second in my series of posts on how older people are using new technologies, stories gathered as part of work for the Centre for Ageing Better.

An old university contemporary of mine put me in touch with his 91 year-old Aunt, Joyce, who emigrated to Florida from Bradford in the 1950s and who had more or less lost touch with her family in the UK before she learned to use Skype.

Here are some of the things Joyce told me. The full video of the interview is at the foot of the post:

  • Joyce started learning to use a computer because her sight was failing and it helped her read;
  • Before learning to use a computer, Joyce struggled to write more than a postcard, partly due to nerve issues in her hands. She has now written 3 books, none of which has been published, but which she writes for the sheer joy of it;
  • The most enjoyable part of being online is being able to keep in touch with friends and family all over the world. Joyce remembers the time when she had to make an appointment to make a transatlantic phone call, and it was prohibitively expensive;
  • Joyce says that her sister-in-law was talked out of attending computer classes by her son who said she would never master it and it was a waste of time;
  • Joyce does much of her shopping online “because things are cheaper”;
  • Joyce says she would be very bored without a computer;
  • Facebook is where she keeps track of her children and grandchildren, and, that day, she had been watching her great granddaughter on a Disneyworld rollercoaster;
  • When asked her attitude to other older people not wanting to be online, Joyce replies “I think they are nuts…. They’re missing out on so much, sitting there in a chair, falling asleep or watching the Idiot Box”;
  • Joyce is firmly of the opinion that being online keeps her young. She says “I look at people 10 to 15 years younger than me and they look so much older. There is always something on the computer to keep your brain going”.