Interfacing age: Diversity and (in)visibility in digital public service

This article revisits the concepts of ‘diversity’ and ‘visibility’, from the perspective of age relations to consider how these key metrics in the assessment of social inclusion through media representation can be usefully applied to the analysis of digital public service interfaces. Against the backdrop of changes in the age composition of populations, and an expanding role of digital media in ‘digital by default’ public service provision age remains a neglected dimension of social inequality in media and communications research. This article investigates questions of diversity and social inclusion in old age drawing on a study of visual imagery in public sector websites in the United Kingdom. The analysis integrates insights from media, technology studies, communications policy and critical social gerontology. We identify three patterns in visual imagery: (1) stereotypical representations of group membership as homogenous in terms of age groups, sex, health status and ethnicity, with older adults typically represented as white, (un)healthy men or women; (2) new visibilities, of older adults as socially and culturally diverse groups; and (3) new approaches to inclusive digital service design where age becomes an invisible social demographic. We discuss implications for policy and research into diversity, digitalization and digital public service interfaces

The Role of Local Intermediaries in the Process of Digitally Engaging Non-Users of the Internet

This article aims to provide a better understanding of the process of becoming digitally engaged. Those who cannot utilise digital networks are systematically disadvantaged, particularly in a hyper-connected world in which services are provided online by default. By interviewing and observing clients and trainers at a telecentre, the ACT Digital Hub, this study investigated the process that non-internet users undergo-from digital readiness to digital engagement-in order to become adept users. Intermediaries such as telecentres play a crucial role in equipping non-users with digital readiness, which is a precursor to digital media literacy. Social environment also plays a significant role in non-users' digital readiness. Rather than focusing merely on the provision of access to bridge the digital divide, we need a longer-term investment in adequate environments, such as sustainable community training centres, that nurture digital readiness.</p