Abstract
Digital technology use has grown significantly over the years, prompting many organizations to shift from face-to-face to online communication. Despite the increase in digital skills and online usage over the years, there are still specific groups of individuals who are more susceptible to experiencing digital inequalities, such as older adults. To observe older adults’ digital literacy development over time, as they engaged in a training programme provided by a community interest group. Additionally, the research aimed to understand the process by which older adults increase their digital skills, why they seek formal technology support services, and what they use their digital devices for. Tech Angels is a community digital support service, aimed at facilitating IT skills in a Southeast UK region. The first author provided digital support by volunteering as a Tech Angel during which she used longitudinal participant observation and two semi-structured interviews to collect data from 11 older adults (aged over 75). The data were analyzed using an interpretative phenomenological analysis. Three overarching themes were identified during the analysis of the field notes and interview data: (1) Engagement with digital devices, (2) Learning preferences, and (3) The role of the Tech Angel. Older adults preferred learning to use their digital devices through a one-to-one approach due to its person-centered and tailored approach. Having access to in-person, one-to-one support was favored by all participants, and all reported having positive experiences with their Tech Angel, suggesting similar services should be available to increase older adults’ digital skills.