Edinburgh Napier University

  The increasing dependence on social media and other online systems as part of everyday life has grown considerably over the years. At the same time, the complexity and security of online systems has also been increasing, making it more challenging for some people to access the services they need. This impacts the information practices of many users, leading to several scenarios where individuals need assistance in information related tasks, from registering for government services to updating social media content.

This poster presents findings from two studies which investigated how individuals who lack the skills to use digital tools and services might seek or be offered support from others including those working in an intermediary or digital proxy role on the account holder’s behalf.