Technology usage is on the rise for over 65s, and so are the risks

Older Australians are more connected than ever before, breaking the stereotype that over 65s are not interested in using technology like smartphones. While that’s helping them keep connected with loved ones and their communities, a growing cohort is feeling more and more concerned about online safety and scams.

Enter, the aged care provider.

New research from not-for-profit aged care provider Benetas reveals that 80% of Australians 65 and over have fears over the security of their personal information online. An additional 17% said they have fallen victim to a scam where they lost money, including via email or text messages.

Elyssia Clark, Benetas’ General Manager of Customer, Insights and Marketing, told hello leaders that providers don’t have to sit back and watch as their clients are impacted by scams.

“Providers have a fantastic opportunity to support their clients and help them feel more confident and safer online. When we were developing the research we had those two perspectives in mind; what are the implications for consumers and what are some of the opportunities for providers to help the people they’re working with and supporting,” she explained.

“We know that technology can play an important role in helping people keep connected and initially, we thought the barriers to using technology were a lack of skills and access or cost.

“But we found that concerns about the safety and security of personal information and being safe online were the biggest barriers. Providers are an important part of the equation to help lift user confidence.”

Eight in ten are using technology to stay connected

Ms Clark said there was an expectation that a larger percentage of older people would be using technology. Bu the fact that 81% are using it to keep in touch with friends and family could surprise some.

“Many may have underestimated the degree to which older Australians are using technology to keep connected with others. And then the different ways technology is being used; for emails (98% communicate via email), text messages (93%), mobile phone (94%) use is very prevalent among those over 65,” she added.

“We found the use of video calls (48%) has now overtaken that of a landline (45%). Half are using social media on a daily basis.”

As these figures continue to grow – and they are likely to grow as the remaining baby boomers hit 65+ – there will be increased levels of digital literacy in aged care. 

But that still doesn’t mean everyone is confident. Those aged 85+ are significantly more likely to be impacted by a lack of skills, physical limitations and a lack of access to technology. And while digital usage is higher than ever before for older cohorts, this doesn’t mean there is a clear understanding of what a scam, phishing email/text or dodgy website might look like.

Benetas’ research revealed that only 10% felt very confident in their ability to identify a scam or a suspicious email or text message. 

“You have to be so vigilant all the time. It’s a challenge everybody using technology is facing,” Ms Clark added.

“Cyber risks are continuously evolving. It’s not a set-and-forget and aged care providers need to know it’s an ongoing conversation, an opportunity to help. Scams are becoming increasingly sophisticated and we need to be on the front foot in helping people stay safe online.”

An appetite for learning 

Thankfully there is an appetite from older people to learn more: 58% want to learn how to identify and avoid online scams while recognising phishing emails or texts, safe online banking practices and password security are other educational opportunities. 

Ms Clark explained that Benetas is already working on training and education opportunities for residents, especially those in retirement living communities. They have partnered with local councils to deliver some basic ‘how to’ training and the Cyber Safety Project to co-design tailored educational content. The Cyber Safety Project traditionally delivers education in schools. 

Early work has seen them run a focus group to determine base levels of knowledge and the best way for content to be delivered. Confidence levels will be measured before and after the training is completed to quantify its impact. 

Alongside the training opportunities, Ms Clark said providers can continue to engage with clients to help raise awareness about password safety, the use of anti-virus software and simply remaining vigilant. 

“Providers have a great opportunity to regularly communicate and give their clients tangible examples about the importance of changing passwords and ignoring messages from people you don’t know,” she said. 

“Just having the conversation or including commentary in newsletters can raise awareness of some of the risks of being online but also the opportunities to lift confidence, knowledge and understanding.

“And then also taking advantage of any training or learning opportunities that might present themselves through government providers, councils, etc.”