Transferred expectations of human presence: Folk theories among older adults who are inexperienced users of online services

This study analyses the expectations of older adults who are inexperienced users of online media and services, examining their sense-making processes when using the internet for informational and practical purposes. Research on older users often focuses on access and abilities, but this study instead explores older adults’ expectations of what it means to interact online. We apply a ‘folk theory’ framework to illuminate underlying perceptions that guide behaviours, by asking which folk theories older adults draw on to make sense of their experiences with the internet. The empirical data originates from qualitative in-depth interviews and participant observation sessions with 25 people aged 65–98 years in Norway. We identify four interconnected folk theories under the shared theme of transferring expectations from the offline world: expecting human involvement, expecting visibility, lack of a human safety net, and human limitations and social conventions. Our analysis shows how such folk theories inform user decisions, including hindrances and problem-solving, as older adults adapt to digital services in everyday life.