Abstract
Older adults often experience a range of challenges when using smartphones, adding to a growing digital divide between generations and limiting access to a wide range of socio-economic interactions (e.g., healthcare, socializing). One major way to overcome these challenges is social support, that is, assistance from family, friends, and other social peers through interpersonal communication. The goal of the present study is to provide insights into how social support can help older users in overcoming their challenges with smartphone usage. To this end, we conducted an online survey with social peers who have helped older users in their network with their smartphone usage. Based on cluster analysis, we identify three main helper communication types, each of which perceive and approach their interactions with older smartphone users in a different way. Our findings provide important insights into how social peers can help older users with developing understanding and building independence.
Recommended Citation
Adam, Marc; Bailey, Jacqueline; Gaviola, Minah; and Hookham, Geoffrey, "Helping Older Users with their Smartphone: The Role of
Social Support" (2025). ACIS 2025 Proceedings. 72.
https://aisel.aisnet.org/acis2025/72