In an Ireland where government services, healthcare appointments, and social connections increasingly happen online, 65% of adults over 65 face digital exclusion. Nearly 29% of 60-74 year olds have never used the internet, and even among those who are online, many lack the confidence to navigate essential digital services.
As one participant in recent Irish research put it: “It’s like not being able to read and write.”
This digital divide isn’t just an inconvenience—it’s a barrier to healthcare, social connection, financial services, and civic participation. For organisations serving older adults, and for communities committed to age-friendly development, addressing digital inclusion is no longer optional.
Understanding the Digital Divide in Ireland
The Numbers
The Digital Economy and Society Index (DESI) reported that in 2021, 47% of all adults in Ireland lacked basic digital skills. For older adults, the picture is more acute:
- 65% of adults over 65 experience digital exclusion
- 25-29% of people aged 60-74 have never used the internet
- Of those who are online, many lack confidence in basic tasks
But There’s Good News
For older adults who do use the internet, engagement is high:
- 65% of people aged 75+ who used the internet in the previous three months did so daily or almost daily
- 45% of these used it several times per day
- 65% of respondents aged 60-74 went online seeking health-related information in 2024
The challenge isn’t that older adults can’t use technology—it’s that too many haven’t been given the opportunity, support, or confidence to get started.
Why Digital Inclusion Matters
Healthcare Access
Increasingly, healthcare happens online: booking GP and hospital appointments, accessing test results, managing prescriptions, video consultations, and health monitoring apps. Those without digital access may face longer waits, reduced options, and difficulty managing their health.
Social Connection
The COVID-19 pandemic demonstrated how vital digital connection can be. Video calls, messaging apps, and social media help older adults stay connected with family and community. Digital exclusion means social isolation—with serious implications for mental and physical health.
Financial Services
Banking, pension access, utility management, and government services are increasingly online-first. Those who can’t access these services digitally often face higher costs (paper billing charges, branch closures), reduced services, and dependence on others for financial management.
What Creates the Divide?
Research with older Irish adults identifies several barriers:
Access Barriers: Cost of devices and broadband, rural connectivity gaps, physical accessibility of devices.
Skills Barriers: Never had opportunity to learn, rapid pace of technological change, fear of “breaking something” or being scammed, lack of confidence.
Motivational Barriers: Don’t see the relevance, privacy and security concerns, preference for human interaction.
Support Barriers: Limited access to patient, age-appropriate training, family members who help impatiently, technology designed without older users in mind.
Successful Approaches to Digital Inclusion
Age Action Getting Started Programme
Age Action’s Getting Started programme has helped thousands of older adults take their first steps online. Key elements include:
- One-to-one tutoring (not classroom-style teaching)
- Patient, supportive volunteers
- Learner-led pace (no rushing)
- Practical focus on what matters to each learner
- Community-based delivery in familiar, accessible locations
The Role of Digital Educators
Recent research highlights the critical role of digital educators—patient teachers who can bridge the gap between technology and older learners:
What Works: Starting from where the learner is, breaking tasks into small steps, repetition without frustration, building confidence alongside skills, understanding that “obvious” isn’t obvious to everyone.
What Doesn’t Work: Jargon and technical language, assumptions about prior knowledge, moving too fast, making learners feel stupid for asking questions.
Designing Age-Friendly Digital Services
Organisations delivering digital services should consider:
Visual Design: Larger text options (minimum 16px), high contrast colour schemes, clear uncluttered layouts, obvious navigation.
Interaction Design: Larger click/touch targets, clear feedback on actions, forgiving of errors (easy undo/back), consistent patterns.
Content Design: Plain language (no jargon), clear instructions, step-by-step guidance, multiple formats.
Support Design: Easy access to human help (phone numbers, chat), clear FAQs, patient error messages that guide rather than blame.
What Organisations Can Do
Healthcare Providers
- Offer offline alternatives alongside digital services
- Provide digital support as part of patient care
- Train staff to assist with technology
- Design patient portals for accessibility
Local Authorities
- Maintain non-digital service access
- Support community digital inclusion initiatives
- Ensure public buildings offer accessible internet
- Include digital inclusion in Age Friendly Strategies
Employers
- Support older workers with digital skills
- Include digital training in professional development
- Avoid assuming digital competence
The Cybersecurity Consideration
Older adults online face specific cybersecurity risks including targeted scams (romance fraud, tech support scams), phishing attacks, and financial fraud. Digital inclusion must include digital safety: training on recognising scams, building critical assessment skills, and encouraging help-seeking when uncertain.
Conclusion
Digital inclusion for older adults isn’t about forcing everyone online. It’s about ensuring that:
- Everyone who wants to use technology can access the support they need
- Digital services are designed to be usable by people of all ages and abilities
- Offline alternatives remain available for those who prefer or need them
As Ireland continues its digital transformation, we must bring everyone with us. A digital society that excludes hundreds of thousands of older citizens isn’t just unkind—it’s unsustainable.
