New research from the Queensland University of Technology (QUT) emphasizes the need to enhance digital inclusion for older adults by prioritizing emotional safety and trust in online communities. The study, led by PhD researcher Yasamin Asadi from the School of Computer Science, highlights how trauma-informed facilitation can significantly improve the online experiences of older Australians. This research was presented at the 2025 Australian Conference on Human-Computer Interaction (OZCHI) and is based on three months of interviews and observations involving participants and facilitators from the not-for-profit organization Inclusee.
The study reveals that while digital platforms have the potential to connect individuals facing isolation or mobility challenges, simply providing access is insufficient. Ms. Asadi pointed out that older adults carry a wealth of life experiences, including grief and trauma, which deeply influence their interactions with digital environments. “It’s about creating emotionally safe environments where they feel seen, supported, and able to participate on their own terms,” she stated.
Facilitators play a crucial role in fostering engagement within these online communities. They serve as a “bridge between technology and trust,” ensuring that participants feel comfortable and valued. The research underscores the importance of trauma-informed practices, which involve providing discreet emotional support and being sensitive to group dynamics that might evoke both joy and painful memories. Careful content selection is also vital in maintaining a supportive atmosphere.
Participants reported transformative experiences through their involvement in online social clubs. Many rediscovered a sense of purpose and formed meaningful friendships. One participant shared that joining a theatre club reignited a long-held dream that had been set aside decades earlier. “These digital spaces became more than just social platforms; they became places of growth and healing,” Ms. Asadi remarked.
The findings call for a shift in how digital spaces are designed for older adults. Ms. Asadi stressed the necessity of “designing with care, not just convenience.” The research advocates for a focus on emotional safety and support within digital communities to ensure that older individuals can engage fully and safely.
Overall, the study highlights the potential for online platforms to serve as vital tools for connection and personal development among older Australians, provided that their unique needs and experiences are considered in the design and facilitation of these spaces.
