Service provision demands a sensitivity towards users and the particular goals that are significant to them. When a service creates confusion, difficulty or exclusion, users can have different strategies and capacities for handling this, depending on how familiar they are to the process.
With this in mind, I think it will be interesting to find out, with regards to the communities of users who are excluded from online digital services, if the following model listed from the Journal of Social Work 07′, regarding older people’s coping strategies, can be applicable towards the theme of unfamiliar digital technology and negative attitudes towards digital by default services.
If so can they then form a checklist as to how a public service interaction could be guided and designed into a format that is in line with the cultural norms and values of those communities who are not online?
Service Strategies-Cognitive Thoughts:
1. Allows a user to keep a sense of self, because they feel in control.
2. Allows a user to feel trust in the service interaction they are participating in.
3. Allows a user to feel that they have the capacity to manage and adapt when unforseen difficulties arise in a complex scenario in the service interaction.
4.Allows a user to feel safe and familiar because the service reflects their individual cultural norms.
(Tanner, D. 2007, Starting with Lives: Supporting Older People’s Strategies and Ways of Coping, University of Warwick)