Researchers from the Queensland University of Technology (QUT) are advocating for a significant shift in how digital inclusion is approached, particularly for older Australians. Their study underscores the necessity of creating emotionally safe online environments that foster trust and consider the past traumas of users. Led by QUT PhD researcher Yasamin Asadi, the findings were presented at the 2025 Australian Conference on Human-Computer Interaction (OZCHI).
Importance of Emotional Safety in Digital Spaces
The research focused on online social clubs operated by the not-for-profit organization Inclusee. Over the course of three months, the study involved interviews and observations of both participants and facilitators, revealing that mere access to technology is insufficient for meaningful engagement. Ms. Asadi emphasized that older adults carry a wealth of life experiences, including grief and exclusion, which profoundly influence their interactions with digital platforms.
“It’s about creating emotionally safe environments where they feel seen, supported, and able to participate on their own terms,” Ms. Asadi stated. This perspective is crucial as digital platforms can offer vital connections for individuals who may experience isolation or mobility challenges.
Role of Facilitators in Building Trust
The research highlighted the pivotal role facilitators play in maintaining participant engagement. They act as a “bridge between technology and trust,” employing trauma-informed practices that include providing discreet emotional support and being sensitive to group dynamics. These approaches are essential, especially when discussions around hobbies may evoke both joy and painful memories for participants.
Many older adults reported rediscovering a sense of purpose and forming new friendships through their involvement in these online clubs. Some even regained confidence in using technology. One participant shared that joining a theatre club allowed them to revisit an abandoned dream from decades ago. This sentiment illustrates the potential of these digital platforms to become more than just social tools; they can transform into spaces for personal growth and healing.
“These digital spaces became more than just social platforms; they became places of growth and healing,” Ms. Asadi remarked. The study calls for a design approach that prioritizes emotional safety and inclusivity over mere convenience, urging stakeholders to consider the unique needs of older users.
As the digital landscape continues to evolve, the findings from this research serve as a crucial reminder of the importance of creating supportive online environments for all users, particularly older adults who may face distinct challenges in navigating these spaces.
