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

Tony Austin
Friday, 21 November 2008 10:50

Opinion and Analysis

Although tech users can usually fix the problems by themselves, with the help of friends, or by calling upon user support, some say they cannot fix tech problems at all. Here are some of the ways device owners fixed their broken technology:

• - 38% of users with failed technology contacted user support for help.
• - 28% of technology users fixed the problem themselves.
• - 15% fixed the problem with help from friends or family.
• - 15% of tech users were unable to fix their devices.
• - 2% found help online

“In an age in which new technologies are introduced almost daily, a new gadget or service can become popular well before the technology itself is understood by the average user,” said Sydney Jones, Research Assistant at the Pew Internet & American Life Project and co-author of the report.

“Naturally, some users catch on to new technology more quickly than others, and those who have more trouble grasping the technology are left confused, discouraged, and reliant on help from others when their technology fails.”

Not only did users find different solutions to their device failures, they reported varying attitudes during the course of trying to solve the problem. Overall:

• - 72% felt confident that they were on the right track to solving the problem.
• - 59% felt impatient to solve the problem because they had important uses for the broken technology.
• - 48% felt discouraged with the amount of effort needed to fix the problem.
• - 40% felt confused by the information that they were getting.

Adults who are most likely to be impatient to fix their devices are those who had the most devices fail, those who use their devices most, and those who rely more heavily on their devices for work or information.

This report is based on a survey of 2,054 adults between 24 October 2007, and 02 December 2007. Some 734 respondents in the survey were technology users who had at least one device fail in the past.

The above findings wouldn't possibly apply to us here Down Under in the "Lucky Country" -- would they?

Once again, here's the new report: When Technology Fails