In March 2001 a slightly geeky-looking man turned up at the IBM offices in Warwick. 

Wearing a jacket and a tie, I sat down and started my 22-year association with AbilityNet...

Now, in 2025, as I prepare to move to another organisation, here I reflect on the digital accessibility improvements I've witnessed for disabled people over that quarter of a century!

How things have changed

It was a much different time in 2001.

We take using the web for granted now, but in 2001, fewer than 40% of houses in the UK had internet access. Now, 93% of the population has internet access. 

AbilityNet used to have at least four Advice and Information Officers, armed with files full of printed factsheets that we would send out via the post on a daily basis.

Everyone who worked in an office would be in the office for every day of the week. Neither Facebook or YouTube were around. 

When I moved into my first home I had dial-up internet. In fact, I remember having a dedicated phone line for my internet use. That's weird to think about now.

Windows XP

This makes me feel old.... Back in 2001, we were all working on that workhorse of Windows, XP.

Strangely, as of 2025, 0.23% of computers worldwide are still running XP!

Back in 2001, if you wanted to change the way that the keyboard or the screen looked, you could do this via the Accessibility Wizard. If you didn't have any sight at all, you could use the Narrator to read text out to you.

Now, if you have Seeing AI installed you can have documents read out to you by just pointing your camera at a piece of text. Seeing AI will even tell you how old it thinks a person is. (It's not that reliable because it thinks I'm 59, when I'm much younger!!)

AbilityNet can support you!

Smartphones

There were no smartphones to speak of in 2001.

The first iPhone was released in 2007 and the first Android smartphone was released in 2008. 

I remember having one of those old classic Nokia phones, and the most exciting thing you could do on the LCD screen was to play games. Web access was possible, but, oh my, was it slow!

Talking about speed, the 3G network was rolled out in 2001. Major news for mobile phone historians was that the first smartphone with Bluetooth was introduced and the first phone to contain a calendar and a FM radio. 

Technology now

Now, most people have smartphones, although there is an ever-increasing gap between those people who have smartphones and tablets and those who still have "non smart phones" like the old Nokia phones.

People can do online banking, and browse the web on their phone. We're on Windows 11 now and accessibility both on computers and phones is so much better than two decades ago.

For instance, back in 2001 you had to buy a voice recognition package - now, with improvements in digital accessibility, you can use the built-in tech.  Now, although people still work in offices, the Covid pandemic convinced managers that people were just as productive when they worked at home as they were at the office. 

The future

I can't tell you what is going to happen in the future. I do think though that as technology changes there are always going to be people who are left behind by this "tech evolution". They are going to need support. Friends and family often can't provide this support. So, that's where AbilityNet can step in to help bridge the digital divide.

Free webinar: Tips to make your smartphone easier to use

By AbilityNet Research and Evaluation Officer, Ell Martin

We spoke to John, one of AbilityNet's digital champions in Brighton and Hove about his experience volunteering and providing locals with digital support.

John lives in Brighton and has been volunteering with Citizens Online (now incorporated into AbilityNet) for two years. He has a background in project management in IT, so it suited him well when he started supporting people with tech in a local library.

John recognised a big gap in support available. So, when he was approached to become a digital champion and to support even more people, he was more than happy to train up as one.

We discussed the highlights of being a digital champion, the challenges both John and the people he supports faces, and how important it is that digital support exists.

What does it mean to be a digital champion?

“Seeing people light up when they learn how to do something”.

John shared how learners often need a ‘hook’ to get interested. For example, a learner may come to us to get support to access the NHS app, but that’s not what actually subsequently gets them excited about the digital world. Instead, contacting their friends and family or pursuing their hobbies online can. John said once he’s found a hook “you can get them to do something they couldn’t do before and it’s incredibly rewarding."

John offered another example that happened during the COVID-19 pandemic. He supported Abigail, an elderly woman who wanted to contact her sister who lived abroad. She had no friends or family in the UK, so to open up lines of communication to her sister was important.

Through sessions with John, Abigail learned how to use WhatsApp, and when the two sisters were back in touch they were “giggling like school girls," says John.

Why do you think the role of digital champion is important?

“People I support have nowhere else to go. I can’t see how government and industry can expect people to do things if there’s no one there to tell them how to use it.” 

John pointed out how YouTube tutorials can be great, but for some new learners they won’t mean anything. Especially for those people that have never been exposed to technology, who then get further left behind.

John highlighted the importance of becoming confident online, as so many essential services are now online. For example, those accessing Universal Credit (UC) need an online account. Yet, 7 per cent of those who do claim UC do not access the internet.  

However, research from Ofcom¹ suggests that nationally, 7 per cent of the population do not have access to the internet, and that this increases to 17 per cent for those in the DE social group² (the lowest grade occupations and unemployed).  Meaning those in the lowest social grade are less likely to have access to the internet. 

What are the biggest barriers your learners face?

“Learners are frightened” is what immediately came to mind.

After speaking to John, we grouped the barriers learners face into three groups:

1. Fear: A fear of using devices, doing something wrong and potential consequences
2. Not able to see the benefit: Finding a hook, John highlighted early can change this, and they begin to see a benefit.  If people cannot see a benefit of going online – they won’t do it.
3. Cost: Even though many of the learners John supports can afford a device, they worry about what an appropriate cost is. Additionally, there is a fear of being upsold and not getting a device they need. For many of our other learners, the cost of an entry device and a broadband package is an immediate barrier to getting online.

What do you find difficult about being a digital champion?

“Getting a hook for learners to get motivated.”

For John, although getting learners motivated to go online was key to supporting them, it was also one of the most difficult things to do find.  In addition, he said that keeping up with need was a challenge. Because our volunteers offer catered support, this means supporting learners with whatever they need – meaning John's sessions can vary massively.

Another area that John highlighted was that some of the work crosses over with social service type support. Learners learn in different ways and can come with various challenges. These can be physical challenges or lack of confidence issues, for example. The challenge then is to show how their use of IT tools can provide a benefit to their lives.

Contact AbilityNet if you are disabled or a senior citizen and need support with your digital devices - call our helpline on 0300 180 0028 or request help from an AbilityNet volunteer.

What would you say to encourage people to become a digital champion?

“Giving back, but it's also good fun! And I meet some really lovely people.”

John also told us that being a volunteer introduces him to a wide range of perspectives on the world. For example, one of his learners was not a native English speaker, and although it was a struggle to understand what the learner needed due to the language barrier, he learnt different customs and practices because of it.

“It’s incredibly rewarding to see how people progress. I enjoy reminding people how hesitant and worried they were when they started and how much they have learnt and how more confident they are at the end of their lessons. In working to solve the problems people have with their IT, I also learn a lot.”

John chooses to volunteer one day a week as this suits his weekly schedule and availability. Other volunteers work a few hours each month. Becoming a digital champion is flexible and suits both volunteers and learners. We have area and project coordinators to support our volunteer with advice and resources.

Could you join AbilityNet as a volunteer?

We're always on the look out for volunteers so if you'd like to get involved like John, please get in contact:

Find out more about volunteering
 

We look forward to hearing from you!

Free webinar: Tips to make your smartphone easier to use
 

Further resources

• Free Digital Skills training for older and disabled people via AbilityNet
• Book digital inclusion training for your teams
• Support AbilityNet with fundraising at your organisation
• Find out about practical tips to shield yourself from scams
• Sign up to our newsletter for updates on assistive technology, accessibility and more 

References: 

1. Adults' media use and attitudes 2023: interactive report
2. Census 2021 Approximated Social Grade data

Attending TechShare Pro (TSP) in November was an energising experience, surrounded by an incredible accessibility buzz.

Conversations with organisations, both large and small, showcased a shared passion for making online experiences accessible to everyone.

AbilityNet's partnership with BT Group

My time at the event also highlighted the essential gap that needs attention - ensuring that individuals have the basic skills and confidence to access these platforms in the first place.

At AbilityNet, where I head up charitable services, we witness this challenge daily. 

For millions of disabled and older individuals, the digital world is a confusing and sometimes frightening place, and this lack of familiarity exacerbates the digital divide. As digital technology continues to evolve, the risk of marginalisation for those without basic skills grows.

Combat the digital divide

One of the most inspiring moments at TSP was hearing from corporates taking a proactive stance in supporting customers’ first steps toward becoming digitally skilled and confident. 

At AbilityNet, we’ve seen first-hand what’s possible when businesses take this responsibility seriously. For over 12 months, we’ve partnered with BT Group to make a real difference in this space.

BT Group's Amy Caton (pictured, right), Senior Programme Manager, Social Impact at BT Group, speaking at TSP, explained how her organisation and other businesses are stepping up to not only create accessible platforms, but also to help people overcome the barriers to accessing them in the first place.

"It just feels amazing to see the impact of people coming in filled with concerns around the different barriers or feeling that digital's not for them and then being empowered and seeing what a difference that's making in their lives. So providing that safe space and, perhaps a peer group to support people through that learning journey, can be quite transformative," said Amy.

Together AbilityNet and BT Group has supported thousands of older and disabled people, helping them build their confidence and skills online. From practical training to personalised guidance, these efforts have helped individuals embrace technology in ways they never thought possible.

Watch the recording of the TechShare Pro session below.

How you can make a difference

When asked at TechShare Pro what advice Amy would give to other corporates who can see that they have a responsibility to customers or their communities, Amy responded:

"I think one thing that we definitely see the benefit of it from is working in partnership. So finding organisations as charities or AbilityNet or other not for profits, those kinds of organisations that are experts in their field and ask them how they can help you solve the problem and meet those challenges." 

Technology holds the power to transform lives, but only if it’s accessible and usable by everyone. Corporate leaders have a unique opportunity—and responsibility—to ensure this happens. Supporting AbilityNet to support disabled and older individuals is not just the right thing to do; it’s a smart investment in a more inclusive, innovative, and connected world.

It’s also not just about bridging the gap between those who have access to devices and those who don’t—it’s about ensuring that everyone can confidently use these tools to improve their quality of life.

Thinking about a corporate partnership with a charity?

You can help make a difference in people's lives. Supporting digital inclusion isn’t just a social good; it aligns seamlessly with corporate social responsibility (CSR) goals.

By supporting charities and initiatives that focus on digital skills training for disabled and older individuals, businesses can help close the digital divide and empower people who are often left behind in today’s technology-driven society.

Actions like donating funds or devices, sponsoring events, funding corporate volunteering, or partnering to deliver community training programs showcase a company’s dedication to driving meaningful change.

You can make a difference with any donation or initiative. Consider us this new year with a corporate or individual donation, or a corporate partnership. 

Let’s work together to close the digital divide and make the digital age an age for everyone.

Contact us

Free webinars aimed at older audiences

Many of our webinars are aimed at older people and some of the issues they may commonly face. Join us for upcoming sessions supported by BT Group, including:

Online support with digital skills

If you or someone you know is looking for digital skills support, access our free resources: 

• Attend an upcoming digital skills webinar
• View our bitesize digital skills videos for seniors 
• Read and download free digital skills factsheets
• Step-by-step device guides on our My Computer My Way site
• Request help from an AbilityNet volunteer or call AbilityNet's helpline on 0300 180 0028

Supporting data

• 3 million older adults in the UK are offline - from data collected by the Office for National Statistics (ONS).
• 7 million disabled people in the UK are affected by digital exclusion, according to recent reports from organisations like Ofcom, the Office for National Statistics (ONS).
• BT Group’s research shows that two thirds (65%) of older people think that you’re never too old to learn new skills, with almost half (49%) open to learning tech skills specifically.