How to join the computer world as a ‘silver surfer’ with Age UK

AgeUK's one to one computer lessons, offered free to older people. Natasha Farr, PA to the AgeUK CEO. Picture: DENISE BRADLEY (Image: Copyright: Archant 2014)

Having had the privilege - during one of my own volunteering sessions a few weeks ago - of doing a ring-round of older people waiting to join the free Age UK Norwich computer and IT classes, there's no doubt in my mind it's one of the most popular things they do.

And I'm telling you about it today because they need help. Possibly yours.

Popular? Well, no need to take my word for it. Here are just a few testimonials:

'There is so much to take in for a non-technically-minded person of 75. I found the information helpful and interesting.'

Or how about: 'My tutor was enthusiastic and encouraging, and made me feel more confident.'

Or: 'Grateful thanks to Alan for his tuition. I have appreciated his patience when I may have tried to rush ahead, using my experience of other programs. I feel reasonably confident that I can now produce the documents I need.'

And: 'Sarah has been a great help to me. When I had my first IT session, I was not confident at all. After three sessions, Sarah had given me the confidence to use my iPad. She has been so patient.'

I'd been asked, as I say, to phone round and check the rota, last month - who was still waiting, what exactly they wanted. They were many and varied. I found one dynamic 'Third Ager' who does the books for a community group. She wanted to learn how to do spread sheets.

Another chap I spoke to, who struggles to get out of his house these days, was keen for the contact with friends a laptop would give him.

A third person on the list had a particular focus on learning how to send and receive pictures on email, so she could see more of what her grandchildren are up to. Priceless.

OK. I started telling you we want some help. We've got a waiting list, you see, and there is a pressing need for more instructors to sit down with folk who range from complete beginners to (as you might expect from those over 50 today) others with considerable expertise, but stuck on a new program.

Age UK Norwich runs six-week courses, mostly inside the 'Tardis' which is its busy shop and advice centre at 60 London Street. Occasionally, instructors go out to people who are housebound.

So what's involved?

I sat down with Sarah Coman, who was honourably name-checked above, and has the distinction of being the charity's longest-serving IT instructor, having notched up five years.

'The first thing to say,' she told me, 'Is that it's fun. I've made some good friends, through this work - and met some interesting older people - an author, a former ballerina. One man in his 80s was mad about film noir, and wanted to be able to see vintage films on the internet. I think I learned as much from him as he did from me! Another gave me a book about his RAF career.

'This year, I met a lady whose son is in a well-known British band. Another person was a poet, and wanted to be able to print out her work.

'The classes are very much tailored to the individual… and the same applies to how I teach them. Some people are very good at taking their own notes, for example. But with others, we go through things and then I give them a sheet of numbered instructions as a reminder.'

Some clients with already a good knowledge will come along with a lot of quite specific questions, Sarah said. 'That's good for me, as well. I may find myself having to do a Google search, and learn about it myself, in order to help them… so it extends my own knowledge.'

To lend a hand, all you'll need is a decent understanding of Microsoft programs (in particular Windows, Word and Internet Explorer) plus a grasp of general problem-solving or Apple Mac.

In short, it's the kind of stuff that's easy to many of us who've been around computers for a while.

And it can take up as little as a couple of hours a week.

Another volunteer, Bilbo Dunion, says: 'The lessons are never about computing for its own sake, but about how computers can help with everyday life. Doing the supermarket shopping online means people do not have to struggle home with heavy bags. And the computer can help us to remember the regular items, too.'

It's not uncommon for an older person to pick up the phone to Age UK Norwich - which is an independent, city-based charity - after having seemingly 'failed' in attempts to master computers before.

Sarah says: 'What we can offer, above all, is patience. While some people might pick it up easily, I've found some are really nervous. They might say 'I've been to a class before', or perhaps a relative tried to show them and… because it seemed easy to the relative… just whizzed through the instructions, leaving them still baffled. Or would-be teachers can be condescending… talking down to them.

'What we do is make it fun, and go at the person's own pace. And if we need to go over something completely again the next week, that's fine. We'll do it as many times as we need to. That's what we're here for. If their memory is not too good, that's no problem, either. I can dictate instructions, and we can make the process of taking down instructions part of the lesson.'

On a lighter note… Age UK IT classes can sometimes help to save a marriage. One gentleman came along because his wife liked to watch Coronation Street… while he couldn't stand it. Things were getting tense. After a few lessons, he was able to checkout some catch-up TV on the laptop with headphones during the offending soap, and marital harmony returned.

Now THAT's life-changing.

So what's in it for the volunteers? Bilbo decided to join the team when he lost his job, due to ill health. He says he didn't want to just sit at home.

'I wanted to show people I wasn't just wasting my time. That would not look good on my CV. In addition, normally I wouldn't think of visiting the Age UK Norwich office but as a volunteer there, I have found useful information for my own life, and it is a supportive and friendly place to be.'

Supportive and friendly certainly fits with my own experience, over the last few months, in all the many parts of Age UK, and Sarah's five years of service tells its own story.

Once you walk in the door - to help, or seek help - you're hooked up with a network of focused, jolly and very motivated people. They're there to make a difference.

Sarah is particularly aware that, increasingly, modern life leaves people who lack computer skills frustrated.

'You only have to turn on the television to find them advertising something, and saying 'for more information, go to www…' That's no use to people who haven't got one, is it? And make no mistake, we've taught people in their 50s. Depending on what they've done for a living, or what their experience has been, they can be just as cut off from computers as someone in their 80s.

'To do this, I'd say you need to be a good listener. The first time somebody comes for a lesson, I'll try to find out their history… their level of knowledge, and what they want to use the computer for. Some people, of course, don't know what they want to learn. Then I'll start by showing them the basics of what a computer can do.

'How to download games, for when the grandchildren come around, for example. Perhaps they missed the last part of a TV series… so I can show them how to use iPlayer, and watch the missing part online. One or two of my clients have been interested in photography - so we looked at how to name folders, and how to move pictures off their digital camera into folders.

'It might be how to use a USB stick, or shopping online, with eBay or Amazon.'

In Sarah's experience, learning to use Word is very popular. A small percentage are interested in Excel. Social media (Friends Reunited, Facebook) crop up just occasionally, as does family tree research. How to play and manage CDs and DVDs is a more popular request.

Importantly, Sarah - who is hoping to launch her own business as an IT instructor - also offers some basic security guidance, how to stay safe online.

'Sometimes a client comes in, and hasn't even got anti-virus software on their laptop. So I check that first,' she said.

One of Sarah's most recent students has been Jane, who is now able to Skype her son and grandchildren in Japan.

She said: 'I had hunted for a beginners class 'for the terrified', but there didn't seem to be anything anywhere. I'd used a computer, but I felt I'd never learned the basics. The result was that when I got a new one, I was baffled. It's great to come into a non-threatening environment, and Sarah has been fantastic. Today, a computer is vital for anything. I'm a painter, and anything you apply for or submit has to go through email, for example.

'I'm also interested in using Photoshop.

'But more generally, I feel I have got this incredible tool, and I've hardly scratched the surface. I have a neighbour, for example, who is very interested in fortifications, and you can just find out everything through Google. If you have any special interest, the computer is wonderful for putting you in touch with like-minded people.'

There's no doubt the computer is a fantastic tool for older people - tackling isolation, and providing interest and mental stimulation. There are also puzzles and games, too, and there's a world of information… some of which may help people improve their quality of life.

So we don't want to keep people waiting.

If you think you could help open the door to this wonderland, call Natasha Farr on 01603 496333.

Oh, and by the way… breaking news… we badly need someone right now to do a bit of admin, looking after the rota for these classes, calling clients, checking what their needs are, writing to confirm bookings and preparing a weekly training timetable using Excel.

There's an endless variety of ways to volunteer with Age UK. This is just one more of them.

We'll leave the final words to Sarah…

'I find it really rewarding when people say they can now do different things, and they aren't scared of the computer any more.'