Going online can create the same level of anxiety as found in a learner driver taking the wheel for the first time.
With 99.8% of the UK population having broadband availability, it’s easy to forget many people in Britain are still not online.
The ‘digitally excluded’ include a high proportion of over 55s and those with disabilities. Online shopping and social networking sites overcome lack of mobility, emails and webcasts mean it’s easy to stay in touch with loved ones and government services are increasingly online.
It’s why BT is addressing the barriers that stop millions of people getting online and accessing information and services many of us take for granted.
Our Crossing the Divide project tracks the personal experiences of internet novices as they face their fears and get online for the first time, with the aim of discovering real insights to help close the ‘digital divide’. According to psychologist Dr David Lewis, who is working with the participants, “If you haven’t used the internet before, going online can create the same level of anxiety as that found in a learner driver taking the wheel for the first time”. We also aim to inspire non-internet users by bringing to life the wider benefits. 66 year old participant Marie Ward included her web address in her Christmas cards and has reconnected with friends from all over the world.
Over a third of UK adults have been taught to surf the web by a 13-16 year old and our BT Internet Rangers programme encourages young people to keep up the good work. As Michael Condlyffe, 13, puts it, “I realised it’s not always adults that know everything, there are some things young people know better than them!” Our website contains certificates, lesson plans and even suggested homework for adults.
Community Connections has seen over 4,600 internet-ready PCs awarded to community groups across the UK, and we have partnered Age Concern to transform its 150 Silver Surfer Clubs into a nationwide Digital Inclusion Network.
People can be anxious about internet viruses, scams or simply using their PC. BT Home IT Support, our dedicated team of IT advisers can help you over the phone or visit your home.
Sign up for e-communications now
In 80% of cases our BT Home IT Support advisers can remotely access your PC and fix it while you watch. People sign up because BT is a name people trust. Customers particularly appreciate our straightforward advice, and knowing in advance how much it costs. At BT we’re determined to prove a mouse is nothing to be afraid of. 
www.btinternetrangers.co.uk www.btcommunityconnections.com
www.bt.com/homeitsupport 
My granddaughter showed me how easy the internet can be. I’ve changed my mind completely about computers and am looking to get one for myself.
Margaret McNally, (73) 
Creating a better user experience for all our customers
BT believes everyone should have the same opportunities to communicate. The elderly and disabled prefer to use the same equipment as everyone else and our focus is on creating great designs that all customers can use. For example, a tiny tweak like a dimple on a phone’s number ‘5’ helps the visually impaired.
We’ve helped develop the Inclusive Design Toolkit to support designers and product developers both within and outside BT. Some of our most popular phones already have accessible features such as speech amplification and a call indicator light to help the hard of hearing, and a hands-free option to overcome dexterity problems.
Looking to the future, we’re using Wii style technology to develop BT Balance, a pilot device for laptops that removes the need for a keyboard or mouse, enabling the disabled or elderly to use a laptop simply by tilting or moving it.