A recent study from researchers at the Queensland University of Technology (QUT) highlights the need for a comprehensive approach to “digital inclusion” for older adults in Australia. The research emphasizes that factors such as emotional safety, trust, and trauma-informed facilitation are vital for creating effective online communities for this demographic.
Led by QUT PhD researcher Yasamin Asadi, the study focuses on online social clubs operated by the not-for-profit organization Inclusee. Findings were presented at the 2025 Australian Conference on Human-Computer Interaction (OZCHI), and were based on interviews and observations conducted over three months with participants and facilitators.
The research underscores a critical point: while digital platforms can alleviate feelings of isolation for older adults, mere access to technology is insufficient. “Older adults bring with them a lifetime of experiences, including grief, trauma, and exclusion, which shape how they engage with digital spaces,” Asadi explained. She stressed the importance of creating environments where older individuals feel emotionally safe and supported, allowing them to participate in online activities on their own terms.
Role of Facilitators in Building Trust
The study revealed that facilitators play a pivotal role in maintaining participant engagement, acting as a bridge between technology and trust. Facilitators are responsible for implementing trauma-informed practices, which include providing discreet emotional support, making thoughtful content choices, and being mindful of group dynamics. This sensitivity is especially crucial in contexts where hobbies and conversations may evoke both joy and painful memories.
Participants shared transformative experiences resulting from their involvement in these online clubs. Many reported regaining a sense of purpose and forming new friendships. One participant vividly described how joining a theatre club reignited a long-lost dream from decades past. This illustrates the powerful impact that supportive digital spaces can have on the lives of older adults.
Asadi remarked, “These digital spaces became more than just social platforms; they became places of growth and healing.” She emphasized the necessity of designing online environments with care, prioritizing emotional well-being over mere convenience.
Implications for Digital Design
The insights from this research call for a rethinking of how digital platforms are created and managed for older users. As technology continues to evolve, prioritizing emotional safety and trust can enhance the overall experience for older adults, making online communities a source of connection and healing rather than anxiety or alienation.
As society becomes increasingly digital, it is essential to ensure that all individuals, particularly older adults, can participate fully and safely. The findings from this study present a roadmap for stakeholders in the digital sphere to create more inclusive and supportive online environments.
In conclusion, the work of Yasamin Asadi and her colleagues at QUT serves as a vital reminder of the importance of empathy and understanding in digital design. By addressing the specific needs of older adults, we can foster online spaces that not only connect but also uplift and empower.
