“Just Show Me, Don't Do It for Me”: Characterizing Effective Informal Support for Older Adults Digital Learning

Introduction: The increasing digitization of society has exacerbated the digital divide, particularly affecting older adults and creating significant barriers to social participation. This study addresses this challenge by analyzing the role of informal support networks in facilitating digital inclusion. These individuals, found within an older adult's immediate social circle, offer accessible, non-professional technological assistance. Understanding their characteristics and potential is crucial for developing effective community-based interventions to bridge this gap.

Methods: A qualitative methodological approach was employed. Data were collected through two focus groups with older adults (n=16) and semi-structured interviews with additional older adults (n=8) and potential informal experts (n=5), including family members, local merchants, and volunteers. The study aimed to identify the ideal profiles, desired characteristics, and challenges associated with these informal support figures from the perspective of both those receiving and providing help.

Results: The findings indicate that informal experts are most often family members, although neighbors and community professionals also play a role. Participants highly valued non-technical attributes such as patience, trustworthiness, availability, and the ability to explain complex tasks in simple terms. Key limitations identified were the lack of availability of these support figures and the significant emotional burden associated with both requesting and providing assistance. Furthermore, the study identified the emergence of "virtual" informal experts, such as voice assistants, AI chatbots, and online content creators, which expand the traditional definition of the concept.

Conclusion: Informal experts are a key resource for promoting the digital inclusion of older adults. The preference for relational, patient, and accessible support over formal technical expertise highlights the need for community-based interventions that empower these informal networks. These interventions can play a vital role in identifying, training, and supporting these individuals to create sustainable ecosystems of digital support.