Human Rights and Equal Opportunity Commission Website

How do older Australians and Australians with disabilities use electronic commerce?

Executive summary of a research study for the
Human Rights and Equal Opportunity Commission.

October 1999.

This report is based on discussions with groups and individuals. It is qualitative in nature, and not intended to be statistically valid. It serves to express the views of the people interviewed, which do not automatically represent broader community sentiment. Any decisions and actions taken as a consequence of this report should be taken with this in mind.

This report was prepared for the purposes of the reference on access to electronic commerce and new information and service technologies given to the Commission by the Attorney-General.

For information on this reference see the inquiry index page at www.hreoc.gov.au/disability_rights/current_inquiries/ecom/ecom.html or write to Secretary, Ecommerce inquiry, HREOC. GPO Box 5218 Sydney 1042.

Note that this is a report to, not by, the Commission. It has been slightly edited for publication. Its publication here is intended to promote discussion and should not be taken to represent adoption by the Commission of all views expressed.

Introduction

The Attorney General asked the Human Rights & Equal Opportunity Commission to enquire into and report on matters relating to the impact on, and implications for, older Australians and those Australians with a disability of rapid development in electronic commerce and, in particular, on the difficulties that may be faced by these groups in accessing or deriving full benefit from such technologies.

This community survey has been commissioned utilising focus groups, interviews with senior corporate leaders and qualitative research. This report details the findings of a total of 17 formal group interviews, a further 112 intercepts and 10 interviews with corporate decision makers.

1. Older Australians
1.1 Awareness of electronic commerce options
1.2 The types of electronic commerce tools used
1.3 The types of transactions made, or information sought
1.4 Any difficulties experienced with the process
1.5 What encouraged them to use electronic commerce?
1.6 What prevents them from using electronic commerce?
1.7 What encouraged them to use electronic commerce?
1.8 Ethnic issues

2. People with disabilities
2.1 Awareness of electronic commerce options
2.2 The types of electronic commerce tools used
2.3 The types of transactions made, or information sought
2.4 Any difficulties experienced with the process
2.5 Where does this issue fit on the pecking order of your issues?
2.6 What should the Government be doing?
2.7 What prevents them from using electronic commerce?
2.8 What would need to happen to have them consider or use electronic commerce?

1. Older Australians

1.1 Awareness of electronic commerce options

Older Australians surveyed have a broad but not deep understanding of e-commerce options.

Nearly all respondents were aware of ATMs, EFTPOS, telephone banking, credit cards and the Internet. Awareness, however, does not correlate with understanding.

ATMs were generally understood either practically or conceptually.

EFTPOS was understood by most, but many people were uncertain about exactly what it did, other than cause delays in the supermarket queue.

Most respondents similarly understood telephone banking, but others in the groups were surprised and impressed to discover what it could do for them.

The Internet was something of a mystery. While most respondents had heard of it, or seen their enthusiastic grandchildren using it, few had a clear understanding of what it is, how to access it, or what it can do for them.

1.2 The types of electronic commerce tools used

ATMs were in widespread use by respondents, as was EFTPOS. Telephone banking was used by a small percentage of respondents and very few people used the Internet.

There was a clear correlation between adoption of e-commerce tools and both a sense of personal control and income levels.

Those people who appeared to be confident and in control of their lives would typically be higher users of e-commerce. Typically these people also had a higher than average income.

Conversely those people who appeared to see themselves as victims with limited control over their circumstances were lower than average users of e-commerce. This group tended to have a lower than average income.

1.3 The types of transactions made, or information sought

ATMs were used by the majority of respondents

EFTPOS was used a large number of respondents.

The Internet was accessed by several respondents for a broad range of different reasons.

Many respondents used B Pay.

Many used telephone banking.

There were surprisingly few respondents who transacted with the Government electronically.

1.4 Any difficulties experienced with the process

ATM users frequently reported being slightly nervous when they first used the machine, but quickly overcoming this. Some respondents experienced difficulties when they changed ATMs. A smaller number of people were totally intimidated by the prospect of learning to use an ATM.

ATMs lack some security, but are still used for convenience. Remembering PIN numbers is a challenge for some people. For others the absence of receipts is a negative. Physical access issues included lack of ramps, height and, most frequently, glare on the screen. The cost of ATM use was largely unknown

This led to some respondents rejecting ATMs.

The biggest problem reported with using EFTPOS was delays the system causes in shop queues. EFTPOS is easy, but security is an issue.

Most groups found telephone banking convenient, but impersonal and frustrating.

It was seen as very convenient, cheap and easy. Many respondents prefer human interaction.

The Internet is an alien world to most respondents. Many simply think they are too old to learn it.

1.5 What encouraged them to use electronic commerce?

Typically respondents had become aware of the new options over time, and could not specifically identify when or how this had occurred. A friend, a family member or someone at the bank would typically have introduced them to the service.

1.6 What prevents them from using electronic commerce?

Four common barriers prevent some older Australians from accessing e-commerce. They are physical barriers, attitudinal barriers, affordability barriers and awareness barriers.

Physical barriers include "I don't have a computer" through to "I can't see the ATM screen." Attitudinal barriers include fear of change, fear of the unknown, fear of looking silly or slow, refusing to adopt change as a protest and refusing to adopt change as a statement of individualism. Affordability barriers include issues such as "I can't afford the computer, let alone the Internet charges" or "Why should I pay for the 'phone call when I can get served for nothing at the counter?" Awareness barriers are simply that some people don't know about e-commerce options.

Turning to individual applications, a major barrier to acceptance for ATMs is security. The absence of convenient receipts is a consideration for some people.

One respondent who tried to use an ATM was given a brochure by a major bank, but the type in it was far too small for him to read.

With EFTPOS the delays it causes in shop queues are a major deterrent.

Telephone banking is rejected on the basis that it is impersonal or unnecessary.

Most respondents had a preference for human contact.

The Internet is a real unknown. It is seen as difficult to learn and a distinctly risky way to transact.

Some people want the system that they know and understand to stay in place. They have established routines and can't be bothered changing them – the effort of change "At my age" doesn't merit the potential benefit of the services.

Many people don't fully understand every system on offer, in terms of features, operations and costs. The seminars run by some financial institutions are helpful to some people, but insufficient for others.

Illiterate people or people who have limited manual dexterity are not seen to be accommodated by the new technologies

A concern was raised that the emerging world of electronic commerce was impersonal, mechanical, could even contribute to societal breakdown, and was somehow tied to literacy and spelling difficulties with the young.

There was general agreement that the new ticket machines on conductorless trams were more confusing than electronic banking equipment.

1.7 What encouraged them to use electronic commerce?

Users see electronic banking in particular as cheaper, faster & easier. Price is very important to most respondents, many of whom live on the pension. Systems that save money are welcomed.

The notion that well structured use of e-commerce minimises fees and charges, thus cuts costs has considerable appeal to people.

Personal security is a benefit to some people. Others find the impersonal functionality of e-commerce a benefit.

Telephone banking is frustrating but inexpensive and convenient for users.

Credit cards are inextricably linked with e-commerce. For some there is no choice, only credit cards are acceptable in certain situations because cash is not acceptable to traders. At other times, such as holidays, credit cards are more convenient and safer than cash.

The Internet is a potent symbol of generational division. Some respondents chose to bridge the gap.

The mere availability of new e-commerce options encouraged some of the respondents to trial them. These people are in control of their lives. They look at new options in all things as they become available, then use what they want.

Few people used e-commerce to contact Government, but those that did found it very convenient.

1.8 Ethnic issues

Within the research groups were conducted with Vietnamese women and Italians aged sixty or more. The adoption of e-commerce by these groups was far lower than with the rest of the sample. Language, absence of perceived need and
security were the deterrents.

2. People with disabilities

There is little doubt that the group that are impacted most severely by having restricted access to e-commerce are people with disabilities.

The research included focus groups with them and discussions with experts in the area.

A significant number of their verbatims are included in this executive summary, and repeated in the findings because they need priority treatment.

2.1 Awareness of electronic commerce options

The groups were extremely knowledgeable about e-commerce options and could talk at length about transacting business over the net, ATMs, EFTPOS, smart cards, ticketing machines, barcode scanning in supermarkets and libraries, e tickets and voice technologies.

2.2 The types of electronic commerce tools used

They used as many tools as their finances and physical disabilities allowed.

2.3 The types of transactions made, or information sought

ATMs could not be readily used by people in wheelchairs, blind people or people with limited manual dexterity.

Several had devices that made their telephones easier to use, including text to speech machines, speech to text machines, big buttons and sliding volume controllers. EFTPOS was accessible to most.

The internet was a particularly exciting point of contact with the world.

2.4 Any difficulties experienced with the process

2.4.1 ATMs.

"Right, well, no problems!" (Sarcastic comment by blind man)
"My chair won't go up the step."
"My knees stick out too far for my arm to reach up and use the machine. They should leave the hollow below the machine where the chute goes. They don't need the space, and a whole lot of people in chairs could use them."
"I'm not tall enough to reach."
"Most of them are very high. The ones inside the banks are o.k., but sometimes the counters are too high. They have to come around to serve me. It takes forever sometimes, it's inconvenient for them, and embarrassing for me."
"If the banks get this can you just tell them 'thanks for all those touch screens guys' really useful for blind people!"
"People with neurological difficulties struggle at ATMs."
"What's with this 'press the yellow button' story. I can't see the yellow button."
"Safety is a real issue."
"I can't reach."
"I can't get close, and don't have the arm dexterity."
"I have to go to the ATM at the service station, but there's always stuff in the way. The buttons don't often correlate with the instruction, because of my height. I have to take my card out and start all over again."
"There are security issues. It's quite easy to bop one of us on the head."
"I was ripped off for $1500. I gave someone a card, and they took more out each time."
"It's very confusing when you've got to do this button and that button."
"I can't get up to them because there's no ramp. I can't get my legs under them, because they fill in the space under 'chute to the vault, so I can't fit my legs under the unit and see the screen – they should leave an alcove. Finally I can't press the buttons, because I can't use my hands. Other than that they're perfect!"

2.4.2 EFTPOS

"Colour coded keys, and keys without a dot on the '5' they are what make it difficult if you're blind. Also sometimes they use keys that don't click properly, so you can't tell if you've pushed them."
"Like ATMs, EFTPOS machines are all different. Rubber buttons are generally a lot easier in places where headphones are used."

2.4.3 Internet

"I would never use a credit card on the internet."
"The biggest problem is the cost. People with disabilities tend to earn less, and have a cost of living that's $5000 a year higher. We can't afford it."
"I'm computer illiterate I'm sad to say."
"It's really opened my world. I can't believe how much I depend on it."
" I've taken up internet chess. I use it at work as well."
"I'm doing a distance Uni degree at Wagga. I practically live on it."
"We use it for emails or to look up stuff."
"I'm just learning. It's a lot of support hours to explain. You have to ask."
"I used to just browse at first. Now I'm more targetted in what I'm doing."
"It's fabulous for me, because I'm comparatively rich and can afford the $4000 for the system. Lots of people in my position can't. I use an inverted mouse that makes typing easy. I've asked them over the 'phone if using my card is safe, after all mechanics and tow-truck drivers can get the number, you don't just give it out over the internet. They told me that I'd have no legal obligation if someone else used it falsely, but when I asked them to put it in writing, they wouldn't."
"Voice activated systems are here. They are terrific. But they have bad days as well."
" I don't use it for entertainment, my voice activated typing program doesn't work in the chat programs. Everyone else uses symbols. I can't get it to do that."
"I got all my travel details over the net, but was very reluctant to actually buy over the net. I went into a travel agency. You have to buy in person if you have special requirements otherwise nobody would be there to help you.."

2.4.4 Phone banking or B Pay

" It's great. Don't have to leave home. But there are a lot of numbers to be pushed. I get too tired with the numbers. I get a friend around."
"I don't have to get a taxi."
"Convenient. I'm paying VISA over the phone."
"I've only done balance enquiries. I'd prefer to go to the bank. I might not get the information correct."
"I do my bills over the 'phone, but don't bank."
"For bill payment it would be nice if they asked at the beginning whether you had a disability. Sometimes you'll wait 45 minutes for an operator."
"Some people can't hit all those numbers in time. They physically can't do it so they give up."
"Juggling bits of paper is tricky. I can't do it."
"Exhaustion if you have problems with manual dexterity. Not just account and credit card numbers, but identifier numbers for the bill."
"I'm reviewing assistive technology. New caller ID phones allow you to install long numbers."
"There is no voice controlled phone in Australia like the Amerifone in the USA. We're waiting for approval from Austel. It's very important for people with severe physical disabilities."

2.4.5 Government services

"Most of the Government offices are going to touchscreens. They are the biggest offender. Companies use them because they're cheaper and have fewer moving parts. Most offices are using a touchscreen to allocate a priority number and counter number, and finally a counter light with a bit of a sound pops up. Totally inaccessible to people with disabilities."
"Touchscreens should be totally banned."

2.4.6 Direct debits

"I want the flexibility of juggling my money if I run short, but if I direct debit they take it regardless."
"I've chosen not to use it, because it would cost me more. When you've finished paying it takes months to get them to stop paying."

2.4.7 Cost

"There are some subsidies, or you can do a deal on internet access."
"Now there's freeweb from America. You put it on your tv with an infrared keyboard on your wheelchair."
"The cost of a disability is $5000, not discretionary, on top of everyday living costs."

2.4.8 Telecommunications

"Telstra has a disabilities unit. They can't subsidise everything. You get one thing a lifetime."
"If there was literature directed to people so they can read it without support their skills and confidence would increase. It's called the 'Plain English' policy, but it's not happening in the banks or in Telstra"
"Telstra provide one piece of equipment. They can't seem to bend a little."
"The designs on the new public phones just cut out people with quadraplegia."
"People in wheelchairs who can't use public phones should be given mobile phones. But there's also an access issue for some people on mobiles."
"The real problem isn't new technology. It's telephones. Telstra don't do a bad job inside your home, they have all sorts of loud 'phones, flashing 'phones and TTPs for the vision impaired. The problem is public 'phones. There's a step up to them which makes access impossible. When we complained about it they said 'We've listened' then they took the doors off every unit! That's not what we asked for. Now people freeze when they make calls and we still can't get in the bloody things. Swipe cards are totally impractical for hand impaired people like me. Smart card technology exists that could activate a voice activated system when we're within a metre. Receivers are wrong, we need voice activated stuff. Here we are in this modern city and there are no public 'phones we can use. There's one for the blind with a TTP in it, but it's concealed behind a stainless steel cabinet that you access with a special PIN. No-one knows it's there."

2.4.9 Other

"Quite a few places are using buttons that are heat sensitive. If you have a disability of the finger or blindness and you're using something to touch the buttons, lo and behold you don't emit heat."
"We should have a national standard as far as e-commerce accessibility is concerned."
"I can't see why people in the bush complain when they're getting all this new technology. OK, they can't yabber to it. If that's what they want, well, get a life."
"The Independent Living Centre showed me everything."

2.5 Where does this issue fit on the pecking order of your issues?

"It's very important. It enables people to live independent lives in the community. We want to be independent. We want to be seen to be independent.
"When it works it's liberating."
"It's important because they're shutting down banks."
"They're spending the maximum dollar to get the technology right, but they should take it those extra few yards for us."
"We have rights. It's our right to be able to do this. The Government must take action."

2.6 What should the Government be doing?

"Legislate for Plain English."
"Legislate that the-commerce sector must make premises and equipment accessible physically and financially."
"If a system is available and we have no other choice they should remove the fee for us."
"Lobbying can work, but legislation is the framework that calls on a standard."
"Every piece of commerce should be available to people with disabilities."
"If you can do one thing, please, make Telstra give us public 'phones we can use. If you can do two, ask the banks to put in ramps to ATMs, and hollow out the space underneath them, so wheelchairs can fit – and while you're at it ask them not to charge over the counter fees for people who have no choice but transacting over the counter. If you can do three, then get more embossed buttons for blind people – very few of them can read braille, but just about all of them can read an embossed numeric keypad."

2.7 What prevents them from using electronic commerce?

Money and physical access are the issues for this group. They are well aware of the benefits e-commerce can deliver, but being able to afford and access it are frequently problems.

2.8 What would need to happen to have them consider or use electronic commerce?

They have considered. Use is affected by physical and financial barriers as discussed above.

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