By Helen Dennis, LA Daily News
Q: I recently bought a new washer and dryer and was thrown a curve when my salesman said, “There’s an online rebate for this water-saving washer. Can you get someone to help you with that?” Apparently, the fact that I stopped coloring my hair and it’s now more white than gray plus a few other clues — I’m 77 — indicated to him I was unable to use a computer. I email, use Google, buy from Amazon and have done online rebates with Staples a number of times. What’s happening and what should I have said?
— M.S.
A: Dear M.S.,
I can imagine your surprise. Your salesman made assumptions about you based on how old he thought you are and what he expected from a woman your alleged age. Wrong approach. Let’s consider what he might have been thinking (note, all of these are myths):
• “White hair means being over the hill and not tuned in to what’s new.”
• “Older people are stubborn and aren’t interested in changing.”
• “This lady reminds me of my aunt. She is rigid and refuses to try anything new.”
• “This ‘old’ woman probably doesn’t have a computer and certainly is not tech savvy.”
• “You can’t teach an “old dog” new tricks.”
Such beliefs affect not only attitudes but also behaviors, relationships and selling approaches. The first lesson in aging is that as people get older, they become more different from one another in their behaviors, preferences, abilities and talents.
So let’s get to the facts about age and technology. A 2014 Pew Research Center report on “Older Adults and Technology Use” acknowledges that America’s older adults are late adopters to technology compared to their younger counterparts. However, their use of technology is growing. Here are some key findings.
For the first time, in 2012, more than half of those age 65 and older use the Internet. In 2013, 59 percent went online compared to 54 percent in 2012. Forty-seven percent say they have a high-speed broadband connection in their home. And 77 percent have a cellphone compared to 69 percent in 2012.
However, they still are behind younger Americans. Some remain detached from what we can call an online and mobile life. For example, 41 percent don’t use the Internet, 53 percent don’t have broadband access in their home and 23 percent do not use cell phones.
Several factors influence their use of technology:
• Education: Highly educated older adults use the Internet and broadband at rates that approach or even exceed the general population.
• Income: Ninety percent of older adults with an annual household income of $75,000 or more go online and 82 percent have broadband at home.
• Age: The use of the Internet and broadband adoption decreases at around age 75. Physical and health limitations, such as having a disability, handicap or a chronic disease, affect technology use. About 2 in 5 respondents reported having such difficulties.
• Attitude: About one-third of the respondents did not feel that a lack of Internet was a disadvantage in being informed; they were unaware of the benefits. And the majority of older adults felt they needed some help in learning how to use new digital devices.
Once they are hooked, visiting the digital world becomes a regular activity. Almost all users agreed that “The Internet makes it much easier to find information today than in the past,” according to the report.
The American Grandparent Association identifies a much wired group — grandparents. There are over 70 million of us representing one-third of the U.S. population with an average age of 48. According to the Association, 75 percent are online, 63 percent shop online, 56 percent share photos online and 45 percent are on social networks such as Facebook, LinkedIn, Twitter and Yahoo. Many use technology to stay in touch with grandchildren — their pride and joy.
What to do? The next time a salesperson assumes you need help in accessing rebates online, kindly mention that you appreciate the offer and that you are digitally savvy. If you want to stretch the point with a white lie, tell the salesman you are in the process of launching a tech startup company and then hope he does not want to be a client.
Thank you, M.S., for your good question. I hope your new appliances work well — with a big rebate.
Send email to Helen Dennis at helendenn@aol.com, or go to www.facebook.com/SuccessfulAgingCommunity.