Source: The Conversation (Au and NZ)
VioNettaStock/Getty Images From personal health portals to AI assistants that draft emails, the digital age has simplified endless everyday tasks. But for many older New Zealanders, the rapid march of technology has helped build a wall rather than open doors.
Navigating online forms, changing apps, disappearing face-to-face services and the constant threat of scams can be daunting. There is a term for this unease: technostress. Once used to describe the anxiety and frustration felt by workers, it has more recently been applied to older populations struggling in our digital-by-default world.
While older people’s overall digital engagement has grown over the years, about half of over 50s feel they are being left behind by modern technology. Amid a planned public sector shake-up that would further digitise services, more than 40% of people older than 60 face barriers for accessing online government information.
More than ever, digital inclusion has become a necessity for older people to access essential services and maintain social connections. Without it, there are serious implications for their psychological, social, cognitive, physical and financial wellbeing.
Our newly published research, based on interviews with 23 people aged over 65, reveals a complex relationship with technology: one that can support independence, but also create new sources of stress and exclusion. A double-edged sword The experiences of those we interviewed varied widely.
Some used technology very little – perhaps just for texts or phone calls – while others relied upon it heavily for daily chores and work. One study participant spoke enthusiastically about using an AI assistant to support her creative writing.
But regardless of how tech-savvy they were, all felt that keeping up with digital change was a never-ending but necessary challenge. This was especially apparent for those who used tech during their working years but found fewer resources available to upskill in retirement.
Another common theme was feeling targeted by scammers due to their age. For people living on a single income or pension, the financial risk of falling victim to a scam could be devastating and put them off going online.
Broadly, we found technology to be a double-edged sword for older people. For those who felt digitally included, it helped strengthen relationships through sharing photos and videos with family overseas and provided useful access to health information.
For those who felt shut out, technology became a source of distress, frustration and feelings of incompetence. They described struggling with online pension applications or having to relearn familiar software after unexpected updates completely changed the interface.
Some felt the accessibility features built into everyday digital devices were inadequate for their physical needs, causing them to abandon tasks because of eye strain or frustration. Others felt digital technologies were not culturally responsive, reflecting a predominantly Western worldview.
Common errors, such as the mispronunciation of te reo Māori names, could deepen feelings of exclusion and cultural invalidation. Ageism and equity Nearly all participants felt digital technologies were not designed with older people in mind, believing they were not viewed as a priority market by mainstream technology companies.
Yet many still blamed themselves for struggling to keep up. Some also described dismissive or impatient responses when seeking help, reinforcing feelings of frustration and inadequacy. This may suggest a problem of digital ageism: the assumption that older people use technology less because they are unable or unwilling to engage with it.
In reality, meaningful digital participation depends on much more than willingness. It requires people to have the motivation, skills, confidence, access, trust and support needed to engage safely and effectively. In this context, the challenge is not about age but equity.
Fortunately, many organisations and individuals across Aotearoa New Zealand are working diligently on this issue, from advocacy groups to library-based digital skills programmes. Some local companies have introduced equity products, such as age-friendly digital tablets and lower-cost mobile plans for pensioners.
These efforts are essential, but more is needed. More recent interviews with people working in the field suggest a need to dispel the myth that digital exclusion will disappear as older people increasingly become “digital natives”.
Instead, digital inclusion should be viewed as a fundamental right rather than a luxury in the hands of for-profit companies. This will require targeted policy, increased collaboration across sectors, and active involvement of older people as equal partners in digital design, testing and decision-making.
New Zealanders cannot benefit from even the most well-intended developments, such as telehealth services, if even one aspect of digital inclusion is lacking. Without deliberate action, the shift to digital services risks widening the very inequities it is intended to reduce.
The author acknowledges the contributions of Rosie Dobson, Cinnamon Lindsay Latimer, Judith McCool, Robyn Whittaker and Vili Nosa to this research.
Melanie Stowell receives a doctoral scholarship from the University of Auckland and support from the Centre for Co-created Ageing Research.
Original source: https://analysis1.mil-osi.com/2026/06/09/technostress-why-many-older-people-feel-shut-out-by-the-digital-world/