Keeping in Touch While Sheltering in Place: A Comparative Case Study on the Complex Emotions Experienced by Older Adults When Introduced to ICTs and Video Conferencing Services

Currently, COVID-19 poses a threat to the US and the rest of the world, which has created the need for many people to establish physical distance from others. This need for physical distance is perhaps most important for those most vulnerable to COVID-19, which includes the older adult population. Through this time of physical isolation, most people need to keep in touch with each other while sheltering in place. Advances in digital communication have offered new avenues to help people maintain communication, and these advances have made the lives of many easier and more efficient. These new avenues for communication include video conferencing services such as Zoom, Skype, Apple FaceTime, Google Hangouts, Microsoft Teams, and other similar video-based communication services. Although many older adults have reliable access to the Information and Communication Technologies (ICTs) required for video-based communication, many older adults are not yet skilled in using them. ICT use can be dangerous without the right skills, because ICT use can allow people to become susceptible to forms of digital exploitation and/or abuse. However, it is increasingly becoming both a hazard and a hardship to not use ICTs as life continues to transition online. As is the case with anyone, the older adult population may feel different emotions depending on their past experiences with technology, the digital divide, and ageist beliefs. Although the participants came to this study with rich life experiences, nuanced wisdom, and countless successes in their lives, these emotions are perhaps one of the most significant and harmful barriers that may keep some older adults from participating in the digital world. The purpose of this study was to learn more about the emotions older adults experienced when introduced to ICTs, such as a video conferencing service, and what caused those emotions to manifest. A qualitative multiple-case study was used for data collection and analysis. Through the use of interviews, observation, and document review, this study explored the experiences and emotions of eleven older adults with ICTs, and specifically, video conferencing services. Data analyses included inductive analysis of qualitative data, within-case analysis, and cross-case analysis