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INFORMATION AND EDUCATION INITIATIVES AND STRATEGIES - COTA PERSPECTIVES

Helen Scott, Information Manager
Council on the Ageing (Australia)

Paper presented to

Accessible E commerce forum
(of the Human Rights and Equal Opportunity Commission and the Australian Bankers' Association)
5th meeting, 29 November 2001 at HREOC, Sydney

*********

Contents:
IT awareness, education and training programs
The Commonwealth Bank and self service banking
Specific suggestions for funding/partnership/sponsorship
Resourcing issues
Opportunities for publicity and showcasing activities
Making information appropriate
Information services
References

IT awareness, education and training programs

To bridge the digital divide we need to encourage a society that is devoted to life long learning. It may be useful to view view information technology (IT) learning within the policy construct of lifelong learning.

A couple of points to stress are that one size does not fit all - programs need to respond to particular learning needs; and that once people have had an introductory course, whether at a library, club or wherever, many buy a PC for use at home after learning how they work and what use they can make of them. Getting people into familiarisation programs where they feel comfortable is vital in addressing attitudinal and confidence barriers. Tailor training and support to match needs and expectations. "Classes geared specifically to older people were found to be most appropriate to their needs. Technical and learning support were cited as a key element in the utilisation of resources." (Irizarry and Downing 2001 p41-2). Support needs vary enormously eg Ray Lewis (Greypath) tells of an elderly man who after listening intently to a presentation on internet banking asked "I like this, where do I get a phone with a cheques slot?"

COTAs were early providers of IT familiarisation and education programs for older people. First off the mark was COTA Queensland, who have Senior Surfers as compumentors. COTA Victoria's SATIN (Seniors Access to Information Networks) project has operated since October 1997 using volunteers, and is currently a topic of study by Victoria University of Technology. SATIN operates in partnership with the State Government funded program Skills.net. COTA SA collaborates with Flinders University's Seniors On-line program, which has extended to rural areas (Irizarry and Downing 2001). COTA NSW is in the process of setting up the Council of The Ageing/Commonwealth Bank Online Learning Centre in its Sydney office.

COTA WA has had a Seniors Technology Centre since 1996 with funding from Office of Seniors Interests and Lotteries Commission. The courses begin with 'Computing for the Mortally Terrified', and have graduated about 6,000 seniors. The program is one of the few to be surveyed or evaluated (Cameron 2001; Barker 2001). COTA WA has found that cost is mentioned more now as a barrier for people on low incomes than 3 years ago when it first surveyed its users of computer training. This is thought to be because early take up was by the better off and better educated, mainly women (Barker 2001).

The courses operate on a different model from those using peers and volunteers. COTA WA received accreditation as a Registered training organisation in February 2001 and in September won an Adult Learners Award for the Best Registered Training Organisation. It licenses its courses to other providers providing they meet registration criteria, and has provided train the trainer programs, for example to representatives from the remote Pilbara area. It will also run training courses in seniors facilities as there is evidence that computer systems can be underused if there is nobody to maintain them and train residents. (A Seniors Technology Centre information pack is attached.)

The Australian Seniors Computer Clubs Association uses the peer/volunteer model (Bosler 2001).

The model of peer training programs for older people and those with a disability needs to be tested, and if appropriate, extended and supported. Further research into learning styles and preferred learning methods of older people is needed. The efficacy of peer training has been proven for health information, but not yet for ICT education. As June Hazzlewood, a third age lifelong learner doing a PhD at University of Tasmania and involved in many Tasmanian programs, says, "Very little research exists to date on how older people use technology and the Internet in learning. For example, are there differences in attitude, learning style and access opportunities according to chronological age? What is the role of support and training in seniors' Internet learning? An understanding of how seniors learn using the Internet will enable more effective training programs and support services to be developed for seniors." (Kilpatrick & Hazzlewood 2001). An online American resource "Teaching older adults to use computers" (Umiker-Seboek 1999 - www.seniorcybernet.org/resource_usecomputer.html), reviews research on the subject.

COTA SA runs a Peer Education Resource Centre for Older Adults with State Govt funding - it aims to support, train and link peer educators and organisations. "Peer education is a concept that aims to provide accurate, up-to-date information to older adults in an informal manner." (COTA SA annual report 2001 p5) Information sessions on a variety of topics (primarily health related) are presented to seniors groups and organisations. The CBA sessions similarly use retired bank personnel.

There is great potential for extending the IT training currently being provided by groups like COTA, ASCCA and U3A to include electronic financial services - see under specific suggestions below. Hazzlewood's work is relevant here -she categorises seniors in a pilot study under four largely sequential groups according to their pattern of Internet use.

  1. The Window Shoppers are relatively new users of the Internet, or are seriously contemplating getting started. They are yet to develop confidence and discover the potential of the Internet for their lives.
  2. The main continuing use of the Internet for most older people is sending and receiving email, linking family and friends - Emailers.
  3. This is closely followed by searching, a variety of information being accessed, including for specific information such as health information and genealogy, information on interests and hobbies, holiday destinations and financial status - the Searchers.
  4. As confidence and skills increase, eBanking and shopping on the Net are tried in 'toe in the water' forays and early caution about security lessens as the benefits are seen as searchers become eSeniors. The next learning curve begins as personal and community home pages and websites are created by eSeniors, who then start a new cycle of learning by formal or informal training and/or self-directed effort.

This fits with other research (eg Irizarry & Downing 2001p155) who found that older rural South Australians did not report use of the Net for banking, business transactions or shopping, or cite these as a reason for wanting to take an Internet class. This is despite the fact that it would seem to be a great asset in rural areas where banks and other facilities are diminishing. In other words, e-commerce use is a later takeup; initial motivation is cited as the desire to keep up with modern technology, grandchildren, keep minds active and communicate via email with family and friends.

The Commonwealth Bank and self service banking

COTA's work with the Commonwealth Bank has introduced older people to electronic banking. Our network of clubs (approx. 2000) were advised that the CBA is prepared to visit, using retired staff to introduce club members to electronic banking. They bring ATMs and EFTPOS equipment, so that members can practice without the pressure of a public environment. No differentiation is made between CBA customers and customers of other banks. The initiatives taken by the CBA in their work with this Council are not evident with the other major banks.

In addition to this work, CBA has upgraded staff training, produced a specialist video and prepared large print brochures.

CB has a membership and sponsorship arrangement with COTA, and was a major sponsor at COTA Congress 2001. It pays extra to advertise in COTA News, which is our bimonthly national magazine for members - who encompass individuals, corporate bodies, service providers and consumer groups, and for club mailouts. Other companies have similar arrangements eg Alphapharm.

Specific suggestions for funding/partnership/sponsorship

There is further scope for developing business and community partnerships to assist technology take-up and training. Compared to the United States, Australian companies are less generous sponsors, and there are few examples of the sorts of assistance provided, for example, by Microsoft to US seniors organisations. One exception is the Commonwealth Bank – it has joined with the NSW division of COTA to establish an online learning centre to provide older people with access to, and assistance with, online technology, called the Council of The Ageing/Commonwealth Bank Online Learning Centre.

"With the exception of the travel industry seniors are perceived as non spenders by commerce generally, and the banks in particular. The travel industry have realised seniors are the largest sector after business, for travel. With respect to banks, I have been unable to hold the attention of a single bank of six approached, regarding even the exploratory discussions concerning the use of a bank 'building' in Greypath seniors virtual village community for a demonstration of internet banking."

There is a proposal to expand the reach of neat through the establishment of a web site and a collaborative grassroots level workshop process to develop an Australia wide policy and practice agenda in relation to education, ageing and technology. Whether this is possible will be entirely dependent on access to funding and support – particularly, but not exclusively, from Government. This has been the major problem faced by the list manager. Whilst public servants have taken advantage of the existence of the list and they (along with other subscribers) have continually noted the value it has provided, this has yet to be matched by the commitment of financial resources to the project. The greater risk at the moment is that it could disappear altogether because UNE Institute of Rural Futures is dependent on external funding sources and grant income raised by staff who are expected to cover their salaries and any other project costs. A paper at COTA Congress on NEAT outlined its value in helping to bridge geographical and sectoral barriers.

Resourcing issues

Government and business need to better resource of community partners who cannot afford, nor should be expected, to subsidise commercial organisations or government by the provision of information, expertise, or marshalling a constituent audience via their networks. Self Service Banking programs are a prime example – the ones that worked with COTA were those that were resourced by the Commonwealth Bank. The Australian Bankers' Association has been happy to use COTA resources for publicity and volunteers eg for standards working groups, but has difficulty addressing the need for resourcing eg attendance at meetings. Effective community consultation also requires sufficient length for time frames.

Opportunities for publicity and showcasing activities

Examples include

The 6th International Federation on Ageing Conference, Perth, 27-30 October 2002. COTA and WA Office of Seniors Interests are joint Australian organisers.

COTA website has a conference calendar

Making information appropriate

"Providing information" is sometimes the only strategy used by the corporate sector and government departments. However it is only the first step, and pointless without first testing and evaluating its usefulness, then getting it disseminated and used sensibly. Using COTA and other trusted and established networks are an efficient way to stretch $$ for info dissemination and deliver real value for money . Prime examples and potential models include:

Strategies need to be developed to meet the information and communication needs of target audiences which will include customer groups from non-English speaking backgrounds, people with poor literacy and numeracy skills, vision impairment etc. This includes training of staff involved eg in call centres, banks, IT retailers.

It is not sufficient to simply publish on websites eg progress results of forums or working groups, given the low take-up of the internet of the target audience.

Have you noticed how many "policy initiatives" arising from election promises have to be applied for and how invisible they are, let alone almost impossible to understand once an application form is actually provided?

Seniors in Cyberspace (Scott 1999) details best practice in providing and disseminating information, promoting services, and presenting written material. Quick tips:

- eligibility criteria;
- cost;
- choice of services available and location;
- responsibilities/rights/grievance procedures;
- availability;
- current contact name, address, phone and fax numbers;
- whether a government or non-government service;
- confidentiality protocols;
- aims and objectives.

Information services

There seems to be general agreement that for provision of detailed information, face to face consultation works best in conjunction with written 'take-away' material (especially booklets) relevant to the topic discussed. Telephones are a 'next best' option because of the facility for question and answer and because they rely on oracy rather than literacy. Well advertised central information points with a single local or free-call telephone number, a constantly updated computer database, and trained staff to provide sympathetic and appropriate information are now a feature in several States, and often run by COTAs for State governments. Examples of funded Seniors Information Services which are state-wide telephone information and referral services run out of COTA offices or auspiced by COTA are:

All are fully evaluated. Many have fact sheets - for example NSW lists computer clubs and courses for seniors. They also list publications available on request - the only one on banking under "Financial issues" is Banking made easy by the Commonwealth Bank. There may be opportunities here.

Other services with potential for information dissemination include:

References

Barker, Nigel (2001) Barriers facing older people accessing Council on the Ageing WA's computer training courses. Perth, COTA WA. Paper delivered to Annual COTA Congress, Canberra, 12 November 2001

Bosler, Nan (2001) Communication, e-commerce and older people. Paper given to E-commerce, Electronic Banking and Older People Seminar, Victoria University, 22 May 2001. [Online] http://www.business.vu.edu.au/ec/PastSeminars/SeminarsOlderPeople.html [Nov 2001]

Cameron, D, R Marquis, B Webster (2000) Older adults perceptions, experiences and anxieties with emerging technologies. Paper delivered to 2000 Fulbright Symposium – Implications of an Ageing Population, 5-7 Sept 2000, Perth. Australasian Journal on Ageing vol.20, no.3, supplement 2, Sept 2001, p50-56

COTA (Australia) and Pharmacy Guild of Australia (2001) Being in Control: older people and their medicines - a business and community partnership between COTA and the Pharmacy Guild of Australia on behalf of the Cw Dept of Health and Aged Care. Project report

Irizarry, C and Downing A (2001) Use of the internet by older rural South Australians, Australasian Journal on Ageing 20 (3) September, 153-5

Kilpatrick, Sue & June Hazzlewood (2001) "From window-shopper to eSenior", Australian Journal of Adult Learning, 41 (2) July, p153-170

Scott, Helen (2001) "Old dogs learning new clicks" - older Australians in the information age. Paper given to E-commerce, Electronic Banking and Older People Seminar, Victoria University, 22 May 2001. Council on the Ageing (Australia) [Online] http://www.cota.org.au/ecommerc.htm

Scott, H (1999) Seniors in Cyberspace: older people and information, Strategic Ageing 8/99. Melbourne, Council on the Ageing (Australia).

Swindell, R & Vasella, K (1999) Older learners on-line: an evaluation of Internet courses for isolated older persons. Funded by the Department of Education, Training and Youth Affairs (DETYA)., Mt. Gravatt, Queensland, Griffith University. Available from Faculty of Education, Griffith University, Mt Gravatt Campus, Queensland 4111, (07) 3875 6820. [Online] http://www.u3aonline.org.au/AA_entire_report.pdf [Nov 2001]
An evaluation of two pilot courses used to gauge the potential of the University of the Third Age's Isolated Bytes concept.

Tay, A (2000) Ageing and technology: is there a slow lane on the information superhighway? Issues of exclusion and discrimination confronting older people in the information age. Paper delivered to 2000 Fulbright Symposium – Implications of an Ageing Population, 5-7 Sept 2000, Perth. Australasian Journal on Ageing vol.20, no.3, supplement 2, Sept 2001, p42-49

Umiker-Seboek, Jean, Thompson, A & Crosby, A (1999) Teaching older adults to use computers. [Online] http://www.seniorcybernet.org/resource_usecomputer.html [Oct 01]
Reviews (US) research on teaching older adults to use computers.

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Copyright © 2001 Council on the Ageing. All rights reserved.
Date: 12 December 2001
Revised: 20 Dec 2001

Council on the Ageing (Australia)
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Tel (03) 9820 2655 Fax (03) 9820 9886
email cota@cota.org.au
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