Bridging the digital divide

A new research report by ECCV highlights how digital illiteracy has become a new disability for older people from migrant backgrounds

With the pressure to ‘go online’ for a range of basic information and services, digital literacy has emerged in recent years as a serious barrier for seniors from migrant and refugee backgrounds. 

Many older people find that without the knowledge and skills to navigate the digital landscape, they can’t access the support they need or even manage their day-to-day affairs.  

ECCV has identified this as a critical issue through our programs and our community outreach as well as feedback from our members and our policy advisory committees – in particular the Positive Ageing and Aged Care Policy Advisory Committee (PAACPAC). 

In September, ECCV published a research report examining the impacts of the digital divide on older people from migrant backgrounds.  

ECCV’s research found there has been rapid growth in the use of digital platforms by banks, governments and other essential institutions and services. This routine requirement to ‘go online’ severely disadvantages a significant proportion of older Australians who have limited or no digital literacy. This disadvantage is compounded for older people from migrant and refugee backgrounds, who face additional barriers to accessing culturally appropriate support.  

The report emphasises that this is not an issue in isolation. The digital divide has far-reaching consequences, such as poorer physical and mental health outcomes for older people, and less control in their ability to make decisions and lead independent lives. Many may also become vulnerable to elder abuse, exploitation and scams.  

For some seniors, support, training and mentoring is the answer. This includes the delivery of culturally appropriate face-to-face training in the participants’ preferred language by bicultural workers and trusted multicultural or ethno-specific organisations.  

However, there are many older people who will never become digitally literate and require alternative avenues to access information and services.  

For this group, personal face-to-face contact with support workers and health providers who can speak in their preferred language is the best way forward, as is the provision of information through trusted community leaders in places where people already meet and feel safe.  

The report also found that there are critical issues, such as informed consent, information privacy, surveillance and the maintenance of human connection, which must be addressed before the roll-out of any AI ‘solutions’.  

Instead of relying on AI, the answer to bridging the digital divide lies in designing and resourcing polices, programs and services that prioritise the rights and quality of life of seniors. Emphasis should be placed on co-designing programs with seniors from migrant and refugee backgrounds as well as consulting with them and their representative bodies in the ongoing development of the Australian Data and Digital Government Strategy. 

While some older Australians will benefit from digital literacy training programs and adapt to the changing digital landscape, human-based communication and support remains crucial.  

For those from culturally diverse backgrounds, support from trained bicultural workers and trusted ethno-specific organisations who can speak in their preferred language is especially important.  

Read the report and the full list of findings and recommendations here. 

What is the digital divide?

People have different levels of access to different digital technologies. The digital divide is apparent when there is unequal access to this technology, including smartphones, laptops and the internet.

Examples of the digital divide include:

• Digital literacy skills
• Technology availability
• High-speed internet access
• Educational access
• Economic inequality

Around 11% of Australians are highly excluded from digital services, meaning they do not have access to affordable internet or don’t know how to use it.

One in four Australians are still digitally excluded. People with low levels of income, education and employment, those living in some regional areas, people aged over 65 and people with a disability are at particular risk of being left behind.

Older people from migrant and refugee backgrounds are one of the most digitally excluded groups due to access to technology and internet connectivity, lack of digital skills and language barriers.

Merri Health’s new digital tool to make the internet accessible for everyone

Merri Health recently released a new version of its tool to improve digital accessibility for everyone, as part of its effort to address the digital exclusion experienced by many older Australians.

Launched last year, the tool underwent a revamp in June 2024.

The Digital Age Inclusivity and Accessibility Audit Tool is an easy-to-use checklist that focuses on reducing the barriers seniors face to using technology and boosting their online access.

Informed by international accessibility standards, Victorian government digital guidelines as well as feedback from Merri Health’s Consumer Advisory Committee, the tool is divided into seven sections: navigation, text, language, images, audio and video, sensitive content and different devices.

From using Plain English and age-inclusive language to avoiding colour combinations that impact colourblind people and stock images of older people that emphasise frailty, vulnerability and dependency, the tool makes a range of recommendations to help make websites more user-friendly for older people.

Find out more about the tool here.