老年人更好融入社区数字服务的关键场景、人物和办法

Key Scenarios、Roles and Methods for Elderly Groups to Better Enjoy Community Digital Services

在数字经济和银发经济浪潮交织的时代背景之下,老年人正在成为一个数目庞大的弱势群体,他们与数字社会的融入程度,直接关系到数字经济的发展质量和数字社区的建设成效与服务效果。文章基于对北京市典型社区的老年群体及其数字生活相关人的引导式访谈、关键场景的蹲点观察、数字服务供应商的角色化暗访等调查结果,针对远程服务和线下终端自助服务中最主要的六大应用场景,分析了老年人享受社区数字服务过程中存在的困难问题。进而顺藤摸瓜,找到了老年人融入数字社会的三类关键人物,并建议以其为着力点,出台对策措施,以促进更多老年人能够在家门口更好享受数字时代红利。

In the context of the interweaving of the digital economy and the silver wave,the elderly are becoming a large number of vulnerable groups.Their integration into the digital society is directly related to the quality of digital economy development and the effectiveness of digital community construction and service.This article is based on the survey results of guided interviews with the elderly population and their digital life related individuals in typical communities in Beijing,on-site observations of key scenarios,and role-based undercover visits by digital service providers.It analyzes the difficulties faced by the elderly in enjoying community digital services in the six main application scenarios of remote services and offline terminal self-service.Furthermore,by following the clues and identifying three key figures for elderly people to integrate into the digital society,it is suggested to focus on them and introduce countermeasures to promote more elderly people to better enjoy the dividends of the digital age at their doorstep.