"Vi får ett digitalt utanförskap som vi på något vis måste hantera" : En kvalitativ undersökning om hur digitala stödverktyg kan bidra till att minska det digitala utanförskapet bland äldre.

Sammanfattning: Many older people find it difficult to start using new technology and difficult to get the help when they need it. Society is becoming increasingly digital, therefore there's a risk ending up digitally excluded. Use of digital technology can be difficult due to problematic factors such as insufficient prior knowledge, lacking motivation, insecurity, and the complexity. In order for these factors to be managed, there needs to be support available. Prior research shows that older people have preferences for social support, but when this support is not available appropriate replacement tools need to be available to facilitate the use of digital technology. The purpose of the study was to help reduce digital exclusion among the elderly by studying how different digital support tools can be used to deal with problem factors when using digital technology. A qualitative study was conducted, based on a theory model that highlights four problem factors. Three different digital support tools in an auditory, visual and written format were evaluated. Opinions on the digital support tools as well as the various problem factors were collected from an IT educator and from the elderly at the age of 65 or over through two sub-studies consisting of interviews and thinking aloud tests. The results showed that the factors that were most difficult to counter with the digital support tools were the complexity and insufficient prior knowledge, while the factors lacking motivation and insecurity could be managed with the digital support tools. The results also showed that users of digital support tools should be able to choose whether the support is to be used in an auditory, visual or written format. The written instructions could combat the most problem factors. The visual instructions was the support tool that was most difficult to use because it required some prior digital knowledge. If basic digital knowledge is absent, none of the support tools could be used in an optimal way. Reducing digital exclusion solely with the help of digital support tools is thus difficult because those who are most excluded and have the greatest need for support don't possess the basic knowledge to use the tools.