Serendipity Screens

In the last few years when I have talked to some people about my work getting older people to access the benefits of being online, a number of them have told me that older citizens do not take to social media. This may be true, in some cases, although I have seen quite a few examples of grandparents linking with their families through Facebook and WhatsApp. It could well be that fewer members of the older generation want to type or tap messages that do their younger counterparts, but there is something that many want to do more of, and that is talk. Could it be that the thing that makes social media attractive to time-poor younger generations, the ability to exchange messages very quickly and frequently, is the thing that puts off older citizens as they want deeper, more meaningful interactions.

Now, I know I am making a lot of sweeping generalisations here, but please bear with me. The other day someone was telling me about their mother who had been complaining to them that their father had discovered Skype. She complained that he spent every evening talking “rubbish” loudly to his two sisters in different parts of the country while she tried to watch television in the next room. At Digital Tea Parties and Connected Christmas events I have often found that Skype (or other video conferencing apps) are popular, partly because they don’t involve people with potentially arthritic fingers having to type, but also because they can be seen as a direct extension of the kinds of interaction people are used to having with those around them every day.

I have long railed against the idea that older people need to be taught to use utilitarian software of the kind that is common in offices. But maybe we need to go further and explore in-depth what more use of video conferencing can do. If people are at home and lonely, why can we not make use of “always on” video and audio connections to ensure they always have someone to talk to?

Which also brings me to the idea of “Serendipity Screens”. A couple of years ago now I heard a radio programme during which the manager of a chain of theatres in the United States talked about how they had interactive screens in the bars connected to each other. The idea was to get people talking to others in a different theatre, who were likely to be watching a completely different production, about their experiences and impressions of what they were seeing. I think this is a brilliant idea to get people who would otherwise not have a connection with each other talking and cross-fertilising ideas.

So, I am looking for partners and funding to explore how we can make more use of video conferencing to connect older people together. And to install “Serendipity Screens” in places like Day Centres and Sheltered Accommodation to get people talking to each other across geographical and cultural divides.

Please get in touch if you want to work with me on this.

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How Digital Storytelling brings out the nuances

This is a piece of work I did a little while ago working with Locorum, a West Yorkshire-based social enterprise which exists to help health and care services adapt to the needs of under-represented groups. Locorum were commissioned by Calderdale Clinical Commissioning Group to undertake a survey of care needs among older Asian people and then to take the results of the survey and interview people about its findings.

Comments we received about this confirmed my views about the importance of this kind of storytelling. There were a couple of interesting points that came out in discussion about it.

Firstly, the video brought out a number of nuanced views that could not have been gained from a survey. Surveys are OK for capturing statistics, but they don’t get to the “yes, but” views. The issues we were canvassing people’s views on were often complex and the way the interviewees addressed them help very much in shaping responses.

Secondly, I believe it is important to capture people saying what might be quite difficult things to say in public. There is a received wisdom that South Asian communities are highly resistant to letting professional carers into their family relationships, and, if we had just relied on the results of the survey, that is probably the message that would have come through. But the interviews revealed that, because of changes in society, that view is changing. Families are struggling to provide the necessary care in some cases, and they are reluctantly coming to accept that outside help is necessary. But it is acceptable only on certain terms, which include the need for cultural sensitivity, and that it needs to accept that the family is the principal means of care and thus professional care is there to fill in the gaps and must step back when asked to do so.

I’d love to help as many people as possible to use this kind of storytelling in their work. If I can help you, please get in touch.

Reflections on the (first) Digital Flu Clinic


So, yesterday was the Digital Flu clinic at Seascale Health Centre, in West Cumbria. 392 people came through the centre during the day to get their annual flu jabs. 40 of these signed up to access their health records online for the first time, and 20 or so of them came to see me to get advice on their digital lives.

And there is the rub, and it’s why we were doing this really. Getting nearly 400 people in one place on one day is a rare opportunity in such a sparsely populated part of the country. The fact that such a small proportion of them wanted advice on digital issues shows the scale of the challenge. And it was not because they were sorted for that kind of thing. I engaged a lot of people in conversation about use of the internet. The vast majority of them said things like “I don’t do the internet”, or “I am not interested in that kind of thing”. They were mainly older people, and most of them live in areas where both landline and mobile signals are poor. This is a combination of factors which combines to produce a lack of awareness of the benefits of being online. And, in the cases where connectivity is poor, even if they are willing, they probably won’t be able to pursue their interest.

But, we always knew this was not going to be easy. This event is the start of a process. The surgery wants to interact with people online, to help people manage their health through apps and online processes, and to cut down social isolation by connecting people together. I also met with Councillor Keith Hitchen who talked about the frustrations of carers having to travel long distances to meet and attend events. The traveling cuts into the respite time they have, and they often have to miss large parts of events because of the time it takes to get to and from the venue. Online events and other interactions would be so valuable in these instances.

So, there are a number of strands we will be pursuing in the coming weeks, including looking at ways of tackling connectivity issues, working out the most cost-effective ways of ensuring that people can get independent advice on their digital needs, and working with local organisations to upskill them in areas such as video-conferencing and streaming meetings.

I’ll leave the last word to the couple I talked to about their use of FaceTime. “Do you use it to talk to family abroad?” I asked them. “Yes, only last night we used it to see our newly-born 6th grandchild in Toronto” they said. Don’t you dare try to tell me (or them) that new technologies are de-humanising.

Digital Flu Clinic

This Saturday (7th October) I will be undertaking what I think is another first, a Digital Flu Clinic. What’s that, I hear you ask?

Well, I’ll be working with Seascale Health Centre in Cumbria to provide digital advice to the people who come to the Flu Clinic there this weekend. Like most parts of the health infrastructure, the Health Centre is keen to encourage its patients to take up online health services and use health apps. Many of its patients are older, and that applies particularly to those who are eligible for annual flu jabs. These patients are less likely to be using online services, particularly as broadband and mobile connectivity are poor in the area.

Seascale Health Centre covers an area of some 350 square miles which has a population only of around 5,500. 450 people are booked into the Flu Clinic, so this is a rare opportunity in such a sparsely populated area to get such a large group of people together in one place. And it is an added bonus that most of the 450 will be older people.

I am really looking forward to helping people to get to grips with the issues holding back their digital lives. Solving those issues will have much wider benefits in their lives than simply interacting with health services. I also think we have hit upon a concept that could be replicated elsewhere. Who else is up for a Digital Flu Clinic?

Connected Christmas 2017

It’s that time of year. The time to think about making sure no one need be lonely at Christmas (or at any other time).

This year I want to do a number of things, principally, help bring a digital element to older people’s Christmas Parties, as I did here. I need partners and funding to make this happen. Please get in touch  if you can help.

But beyond that, I also want to develop a central hub for people who are offering food and companionship to those who would otherwise spend their Christmas alone. Here’s a great example of that http://www.independent.co.uk/news/uk/home-news/kebab-shop-feeding-homeless-elderly-turkey-christmas-day-birmingham-classic-fish-a7487946.html. Can we collect examples and pledges like this, and put them all in one place?

Come on, please get on board. This year, we can end loneliness at Christmas (yes, I know we can’t but that shouldn’t stop us trying).

 

 

 

Friendships not Transactions

I need to get this off my chest.

I couldn’t possibly count the number of times people have given me the excuse for not pursuing digital transformation that recipients of services would miss the personal touch. Indeed I am repeatedly told that, for many the regular interaction with their care worker / housing officer / other professional is their only human contact.

I have 2 responses to this argument.

The first is, why are we not making more use of technology to reduce isolation and increase human contact? First priority in this for me is to assist people to use social networking to make new friends who they can subsequently meet in person. Second priority is to connect people together online, whether it be via social media sites, or via video conferencing.

My second response is this. What has our society come to if the only personal contact people have is with those who are paid to deliver a service to them? This is not right and it should not be used as an excuse for holding back progress. I refer you back to my first response for how we should be dealing with this. Let’s help people make and maintain real friendships, not rely on perfunctory transactions for a semblance of human warmth.

Here’s Paro the robot seal which has proven really good at connecting with older people.

Connected Christmas… and Every Day

Loneliness and isolation are killers. There is increasing evidence of this. Indeed, research suggests that loneliness is more deadly than smoking 15 cigarettes a day or obesity. For the past 4 years, I have been working to address the situation by ensuring that older people can be introduced to new technologies in ways which are engaging and which demonstrate to them their usefulness to their lives, particularly how they can enable them to communicate with friends, family, professionals and support networks. And yes, I know that digital contact can be no substitute for face-to-face interaction, but, for people who have no interactions at all, it can certainly help them to build and maintain contacts that would not otherwise be available to them.

In an era when millions of us are keeping touch with our professional and personal networks online all the time, most of the people in greatest need of regular interaction are excluded from these benefits by their own lack of knowledge, unfounded fears, and the technophobia of the professionals who work with them. The work I have done over recent years with older people has clearly demonstrated that, if approached in the right way, their interest can be sparked, their fears can be overcome, and they can be guided on the path to regular online communication.

Every year at Christmas the media picks up on stories about people’s loneliness and isolation. Well, it’s quite a long time till Christmas 2017, but I am starting early on the road to making sure that by the time Christmas comes around, major inroads can be made to changing the situation of many lonely older people.

I am looking for partners to work with me on this strategy, and funders and sponsors able to help me make it happen. Much of what follows is recycled from an earlier post, which is still relevant, and which still forms the framework for my programme to end loneliness by digital means. This year it is going to happen. Contact me if you can contribute.

Digital Tea Parties

During the past four years I have run Digital Tea Parties in Leeds, TraffordWhitby, Calderdale, and London, and there are a number of others in the planning stage. Digital Tea Parties are a great way of introducing older people to new technologies in a non-threatening environment. They allow the focus to be put on human communications and individual and community interests, rather than shiny tech. They are a familiar environment, in trusted locations, and they offer opportunities for those with a degree of interest to take the lead in introducing their peers to new gadgets. It is important in my view not to try to force people to use technologies they are uncomfortable with at the outset. Seeing others like them having a go can overcome that “tech is not for people like me” prejudice that often acts as a barrier.

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Providing Connectivity

I have worked with partners to connect up a number of sheltered housing complexes, provide free wifi throughout and run a number of digital tea party-type sessions to kickstart residents’ use of new technologies.

Relevant Content

I am convinced that one of the barriers to new technology adoption is that older people struggle to find content that is of interest to them. And, in addition to this, I believe that activities such as slumping in front of the television actually contribute to older people’s social isolation by disengaging them from the world around them. Work at Digital Tea Parties, particularly the reaction to the pub crawl video at Urmston, convinced me that people need content to engage with that is directly relevant to them, as I expanded on here.

I am also seeking funding to run this Seaside Recollections project in which I would tour seaside locations guided in real-time by older people in pursuit of their memories of childhood holidays.

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Reminsences and recordings

I have conducted a number of video and audio interviews with older people. I believe this is an important thing to do for a number of reasons, namely;

  • it stimulates the older person’s memory
  • it breaks down some of the barriers to new technology adoption
  • it creates more content of interest to older people
  • it can change perceptions of older people by allowing them to present themselves as they were in their younger days
  • it contributes to project evaluation

Staff Digital Confidence

I am working on a number of initiatives to promote digital skills, confidence and fluency amongst staff working with older people. Funding has been very elusive for these, which is extremely disappointing, because I firmly believe that often staff act as gatekeepers, seeking to keep the older people away from technology because they are frightened of the consequences of letting them loose on it.

All of these are activities which can turn the tide in the battle to promote technology adoption among older people, and achieve the ultimate goal of breaking down loneliness and isolation. We need to roll these things out more widely and scale them up. If you can help, please let me know.

 

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

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?

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.