Seniors Left Behind Online

Traveling through Nova Scotia recently, I got another lesson in how thoroughly the world is run online.  To make a reservation for lodging, even when standing in front of the charming Harbourfront Cottages, I needed to go on the lodging’s website to see if anything is available. Many places, especially smaller ones, like B&Bs, don’t have friendly clerks waiting at the front desk to help you. You need to do all the work to acquire a room for the night.

Unfortunately, I discovered my cell phone didn’t work in Canada. That meant I didn’t get the texts from the airline telling me that my flight had been delayed or that the gate had changed. Luckily, my companion’s phone was working, but I realized once again how we have become totally dependent on this small pocket-sized device to navigate the world.

Without my cell phone, I couldn’t easily check my email, learn about the latest political scandal in the U.S. (a relief, too), get directions to the next town, or find out what friends were doing.  Because we were totally reliant on one phone, we had to make sure the battery was always charged, or we would be helpless—driving in circles—clueless without Google maps to guide us.

All of this reliance on technology is especially hard on seniors. We didn’t grow up with computers and generally aren’t as comfortable with high-tech. I know fellow seniors who have managed to keep up with the latest advances, but there are others, especially in their 80s, who have decided they’re too old to learn, that they don’t need or want that complication in their lives. They conduct their business by telephone, in person or even hand-written notes, like my 85-year-old neighbor who appealed his property tax evaluation with a 10-page hand-written letter. Because he doesn’t own a computer, he had no way to fight the evaluation online, which is how most people did it.

Doctor’s offices now communicate by sending messages: you’re overdue for your wellness visit; here’s your test results; check in online. Without a computer or cell phone, you’re reliant on talking to the receptionist at the office. Having spent at least four hours trying to make an appointment for a medical procedure, I found this tactic doesn’t always work.

A recent article in Next Avenue pointed out that if you don’t have a cell phone, you can’t get an Uber, can’t upload photos of your broken refrigerator to your repair place, or sign and upload documents to your doctor’s office. The article called this “digital ageism.” Businesses assume everyone has access to the Internet, and they’re not willing to accommodate those who don’t—mostly older people but also those who can’t afford a computer or cell phone.

I’m not sure this is ageism as much as companies looking for the most efficient and profitable way to do business. If it leaves part of the population behind, it’s too bad, because it’s cheaper than using human beings. Most of us grew up communicating in person or by phone, while younger generations mainly rely on technology to do business—order a pizza, pay your bills, buy clothes. Maybe it’s easy for businesses to write off seniors because they think we’re not going to be around much longer.

The rest of the world speeds along, leaving some of us seniors in the dust. People get impatient when you can’t quickly figure out how to use the latest technology, like QR codes. At a coffee shop in Nova Scotia, the barista got frustrated, even disgusted, with me when I had a hard time following the prompts on the digital card reader (press here for confirm, etc.). I’ve learned them in this country, but they were slightly different in Canada. I felt like I was being dismissed as an old person.

Because I didn’t grow up with it, I don’t think I’ll ever totally trust technology—or don’t trust myself to use it correctly. When I fly, I always print out the boarding pass, never entirely sure that I can find the electronic version on my phone or that my phone will work as I approach the boarding gate. Meanwhile, younger people whip out their phones and show them to the boarding agent. I envy them their comfort with this digital, fast-paced world. I won’t ever catch up with them, but I try to stay only one or two steps behind. Unlike my older neighbor, I’m not ready to give up on the modern world.