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ConnectingU with Confidence: Bridging the gap with digital media literacy skills
Ofcom, the UK government's communications regulator, commissioned AbilityNet’s ‘ConnectingU with Confidence’ project to enhance media literacy skills among disabled individuals and older people in Birmingham.
This collaborative effort involved multiple organisations and charities addressing the challenges faced by their beneficiaries.
Prior partnership projects and digital exclusion research had identified the lack of confidence and skills amongst the residents of ExtraCare retirement villages, with 65% surveyed noting a lack of confidence with technology and 59% of staff asked to support with tech at least once a week.
How AbilityNet helped
To help boost digital skills confidence, AbilityNet developed and delivered three training modules to residents across seven different residential villages and resource centres in the Birmingham area.
Residents completed three sessions:
- a gentle and basic ‘Introduction to technology’ session
- a scam awareness session
- a session aimed at achieving at least one new digital skill
The project aimed to upskill 200 residents across 45 group sessions, providing 30 devices and connectivity to those in need, and including using the skills of local volunteer teams.
Pilot project to test the approach
To validate the proposed methodology, a pilot program took place in one residential village, followed by a review and enhancements before rolling out the sessions more broadly.
A key learning from the pilot identified a lower starting point of media literacy competency than originally anticipated. This enabled the training to be adapted to suit the learners more effectively before being delivered more widely.
In addition, new and existing partner relationships were developed to increase the number of training venues and learners, and add more volunteer support to the sessions.
“Unfortunately, not everybody is educated on how to navigate a website and above all, online safety, which can have detrimental consequences. ExtraCare and the team at AbilityNet came together with the same goal and focus, and that was for our residents to become more comfortable with technology.” - Kerry Stack, ExtraCare’s Research and Technology Lead
Scam concerns
Pre-training session surveys with residents highlighted that many were concerned about online scams, and a lack of confidence to spot them was prevalent:
- 60% were worried about being scammed
- 61% not confident to spot scams
Following the interactive scam awareness sessions there was a notably positive change in media literacy skills reported, with 97% rating their ability to stay safer online as ‘average,’ ‘good,’ or ‘excellent.’
However, despite these improvements, concerns about being scammed remain.
It’s possible that the training has heightened awareness of the methods scammers may employ, leading residents to remain apprehensive about the possibility of falling victim, with almost two-thirds still expressing concern.
“After being scammed recently, these sessions have really helped me to be more safe online, but I am still quite nervous.” - Extracare retirement home resident
Mental health benefits
The project also brought about lifestyle and mental health benefits, as residents identified their increased ability to participate online, find deals, watch entertainment, and connect with family and friends.
The training, sometimes coupled with a new or more suitable device and connectivity, led to half of the residents feeling less isolated and 78% feeling more independent.
“I was really lucky to be gifted a device from AbilityNet. Before AbilityNet I was really struggling, so didn't use it (my phone) too often. I really wanted to play games, jigsaw puzzles and listen to my music, which I am now able to do on my own. The sessions I attended were useful to learn something new” - Pannel Croft Resident
Tech training for staff
A group of Birmingham City Council employees who work at the city's older people's resource centres, alongside staff members from the residential villages, attended three online interactive staff training sessions. After the sessions the 33 attendees reported feeling more knowledgeable around tech and motivated to support residents on an on-going basis.
Volunteers were also crucial in providing the intensive one-to-one support identified as part of the pilot. The project included existing local AbilityNet Tech Volunteers, 11 newly recruited volunteers, and a contingent from a corporate partner relationship with Capgemini.
“I work as a Software Engineer for Capgemini within the HMRC Market Unit, a business sector solely focused on providing transformative digital solutions to improve the digital tax landscape in the UK. In the support sessions I completed at Christopher Court, I was able to transfer my technical knowledge to the residents to help them ‘get online’ and be safe when doing so. We covered topics in laptop setup (Chromebooks), using the internet, and protecting your information while online. I thoroughly enjoyed the sessions, and they have made an impact in my everyday work ensuring I keep accessibility and security as a primary consideration in the work I complete.” Adam - Capgemini corporate volunteer
Boosting confidence with digital devices
In summary, the Ofcom commissioned project has proven to be overwhelmingly successful, achieving seven out of eight of its outcome targets in providing vital media literacy skills that enable disabled people to thrive in the evermore essential digital world.
An impressive 98% of residents reported feeling more knowledgeable about technology after completing the sessions. In addition, 85% rated their ability to use digital devices as average, good or excellent after sessions, and 97% rated their ability to stay safer online as average, good or excellent after sessions (versus only 46% pre the sessions).
The only slight shortfall was in the number of residents trained within the timeframes of the official project duration, which fell just short of the target of 200, at 183. However, work has continued after the project with AbilityNet's newly placed volunteers helping disabled people and older people in the area with their tech, so we have supported and exceeded that number now.
This highlights the importance of a cohesive and collaborative approach to ensure participant awareness and motivation to attend sessions across multiple venues.
“Our residents are now less scared of their devices and more confident to complete simple tasks by themselves. One resident told me they were now able to accept video calls from their family who live abroad. Other residents have reported using their devices with their grandchildren and showing them what they have learnt.” - Vicki, Activity and Volunteer Organiser at ExtraCare Pannel Croft
Digital literacy training is a necessity
Support for residents should not end here. The scale of need for media literacy training is significant. This ongoing need is evidenced by the fact that when the project ended a third of residents still expressed a need for digital skill support and 62% remained concerned about being scammed.
AbilityNet’s publicly available helpline and volunteer support, and free resources to help stay safer online, will serve as a sustainable and reliable source of resources and support for residents and staff, both now and in the future.
Ongoing assistance provided by AbilityNet’s free services will also be essential to maintain the positive momentum in acquiring new skills.
More funding required for digital literacy nationwide
The commissioned project has also played a pivotal role in nurturing and strengthening AbilityNet’s working relationships within the Birmingham area and further afield, fostering a sense of collaboration and synergy among stakeholders. Through collaborative efforts, AbilityNet has been able to expand its reach and amplify impact, reaching more individuals and communities in need.
However, consistent funding and government support are essential to address the significant need for media literacy training nationwide. Without these resources, only a fraction of the problem can be addressed.
Download the report and infographic:
This article outlines a summary of the results of the digital media literacy skills project. Results are also available as a downloadable PDF report and an infographic:
Download project outcomes infographic PDF
Results are based on analysis of 144 pre-project surveys and 113 post-project surveys and interviews. Staff feedback is based on nine survey responses and interviews.
How AbilityNet can work with your organisationWorking with partner organisations helps to expand our reach and support as many disabled people and older people as possible.
Could your organisation's workforce volunteer for AbilityNet? Visit our Corporate Social Responsibility page to find out about how businesses help us. You can also order our promotional resources to share with your clients or in your community.
In collaboration with BT Group we have captured our knowledge and insight about the needs of our clients, for policy makers and campaigners. Learn more in our Research paper: Low digital skills households and the path to digital inclusion.
AbilityNet also supports community organisations and charities through device schemes such as ConnectingU.