Failure to cope with technology (that fails) - PEW Internet report

Tony Austin
Friday, 21 November 2008 11:50

Opinion and Analysis

Nearly half of technology users need help with new devices. Many encounter problems with their internet connections, home computers or cell phones. As gadgets become more important to people, their patience wears thin when things break, reports the Pew Internet and American Life Project.

The Pew Internet Project is an initiative of the Pew Research Center, a nonprofit “fact tank” based in Washington, DC, that provides information on the issues, attitudes and trends shaping America and the world.

Pew Internet explores the impact of the internet on children, families, communities, the work place, schools, health care and civic/political life. The Project is nonpartisan and takes no position on policy issues, support being provided by The Pew Charitable Trusts.

They study online Internet activities and pursuits, demographics, Internet evolution, technology and media use, health, family/friends/community, major news events, public policy, e-Gov and e-Policy, education, and work. They report their findings in the form of data sets, presentations, trend charts and reports.

The new report, When Technology Fails, was released on 16 November 2008, says that although information technology is well integrated into the lives of many Americans, gadgets and communication services require, for some, a call for help.

Some 48% of technology users usually need help from others to set up new devices or to show them how they function. Many tech users encounter problems with their cell phones, internet connections, and other gadgets. This, in turn, often leads to impatience and frustration as they try to get them fixed.

This new research from the Pew Research Center’s Internet & American Life Project shows that:

• - 44% of those with home internet access say their connection failed to work properly at some time in the previous 12 months.
• - 39% of those with desktop or laptop computers have had their machines not work properly at some time in the previous 12 months.
• - 29% of cell phone users say their device failed to work properly at some time in the previous year.

Struggles with modern gadgetry mean less engagement with the services they enable,” said John B. Horrigan, Associate Director of the Pew Internet Project and co-author of the report.

“Time spent dealing with set-up or outages means less time using modern communication services to connect with friends or find information that might help people be more productive.”

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