How Older Adult Internet Users Stay Online When Technical Problems Arise

While older adults are increasingly using a variety of information and communication technologies (ICTs), keeping them online and using these ICTs may be challenging when technology difficulties arise. Using data from an online survey of U.S. older adults, 65 years and older (N = 1173), we investigate the sources of technical support older adults draw upon when technical problems arise and the factors that influence which sources are used for technical support. Most reported fixing technical issue themselves (71%) or getting help from family (65%) at least some of the time. Higher online self-efficacy was positively associated with fixing technical issues themselves, finding answers online, and using more sources of technical support. Older adults with lower online self-efficacy were more likely to receive help from family. Those with more social support were more likely to get help from family and less likely to use customer support or fix technical issues themselves.