By Georgina Connery
The ACT has the best digital inclusion ranking of all the states and territories, yet every year hundreds of Canberrans seek face-to-face training in technology basics.
The first Digital Inclusion Index issued by Swinburne University and Telstra, found Australians are spending more time online and more money on accessing the internet, yet most have relatively low digital abilities.
Hundreds of Canberrans are seeking hands on training in technology basics at ACT Libraries each year. Credit: Adam McLean
In most areas, scores were relatively good for access and affordability, but were dragged down by digital ability.
In contrast, it was gains in digital literacy that saw Canberra at the front of the pack.
The national Digital Inclusion Index stands at 54.5 out of a potential 100 points, whereas the ACT scored 59.7.
But what are we doing better here to overcome the digital divide?
ACT Libraries senior manager Sarah Steed said the ACT government began offering face-to-face training through municipal libraries 18 months ago after seeing the success of a short-lived federally funded digital hub in Gungahlin.
In the 2015-16 financial year, 900 Canberrans booked free one-on-one technology sessions at municipal libraries - and the appetite for this training has not abated.
Each week individuals book half-hour sessions with specifically trained ACT Library staff.
Hot topics include: how to use a tablet, how to keep information private, managing your passwords, photos and emails.
Ms Steed said defying digital isolation was tough, particularly as the majority of technology help resources were available online.
"If you are someone that is very new and has never used anything like that before, it can be very confronting," she said.
"Coming in and talking to someone means people can get that advice and work with someone to build their skills and maybe get you to that point where they're able to use those online help resources."
Gen Y and millennials might identify with acting as a helpdesk to less tech-savvy parents or family.
But Ms Stead said rather than telephone or remote support, there was great benefit to face-to-face contact with users as each session was tailored to their specific needs.
"The majority of people want to sit down and see what you're doing; whether that is to see something done or to hear how to and do it themselves."
Dickson Library service operator Ambareen Alam runs training sessions each week.
She said the majority who registered were seniors but ranged in age from 35 to 80-plus.
"Mostly it is a generation of people who grew up learning things face-to-face," she said.
"People that come are intelligent people that just need a bit of support to become tech savvy. The current generation are used to virtual or intuitive learning but what we see is that for some that confidence is lacking."
Over the past year trends in user concerns had changed.
Yet whether it was paranoia about privacy or confusion about cloud service storage, she said the rate of technological change meant the significant community need for this kind of digital inclusion support would endure.