7.9 million people in the UK lack basic digital skills. But the real barrier isn't ability, it's fear!

Let's talk about digital hesitancy and why it matters more than you think.

Digital hesitancy is the quiet voice that says, "what if I get it wrong?" It's not about being bad with technology. It's about never having had the right support, in the right place, from someone you trust.

It sits somewhere between low confidence and active avoidance, and it affects people of all ages and backgrounds but it hits hardest among older adults, people living with mental ill-health or learning difficulties, those who've had limited education, and anyone who's never had a trusted person to show them the ropes in a safe, unhurried way.

Meet Margaret

Think about Margaret. 74, lives alone, managing fine, until her GP switched to online booking, her pharmacy moved to an app, and her energy supplier went paperless. One by one, the doors she knew how to open started requiring a key she didn't have. So, she stopped trying and slowly, she became more isolated, less informed, harder to reach.

Her story is far from unique; it unfolds daily in waiting rooms, community settings, and living rooms across the country, revealing a troubling paradox: those most likely to hesitate in engaging with digital technology are often the very people who stand to benefit from it the most, particularly individuals on low incomes, those experiencing isolation, and those in poor health.

The real-world impact of staying offline

Digital hesitancy might sound like a personal preference, "she just doesn't want to use technology." But the consequences of staying offline are anything but trivial. They ripple through every part of a person's life.  For example:

• Health - 31% of UK adults don't access health services online. Missing out on the NHS App means longer waits, missed reminders, and reliance on others to manage appointments. Access to health information, mental health support, and telehealth all require being online.

• Money - People with high digital engagement save on average £1,100 more per year through online deals, comparison sites, and digital banking. Not being online costs people, literally.

• Connection - 83% of internet users say it helps them stay connected with friends and family. For isolated older adults or those with mobility issues, this connection can be the difference between loneliness and belonging.

• Access to services - 33% of those offline find it difficult to use council and government services. As services move online by default, being offline increasingly means being shut out.

"Being online isn't a luxury but a necessity. For millions of people, it's the gateway to healthcare, benefits, and human connection. Hesitancy doesn't just limit digital access, it limits life."

Where does the hesitancy come from?

Hesitancy doesn't appear from nowhere. It grows from real experiences, real fears, and real gaps in support. Here are some of the most common roots:

• Fear of making a mistake - "What if I press the wrong thing and lose everything?" or "What if I accidentally spend money?" These fears feel irrational from the outside, but to someone unfamiliar with technology, they are completely reasonable.

• Past bad experiences - Being laughed at, feeling patronised, or struggling with a confusing website early on can leave a lasting mark. Adults carry educational shame with them.

• Fear of scams and fraud - There are stories everywhere about people losing money online. For someone who doesn't yet know how to tell a safe site from a dangerous one, avoidance feels like the safest choice.

• "It's not for me" - When technology is designed by and for certain groups, many people simply don't see themselves reflected in it. Hesitancy is also a form of feeling excluded before you've even started.

• Mental health and disability barriers - Anxiety, depression, cognitive difficulties, and physical impairments all make interacting with technology harder and more likely to trigger avoidance.

What helps? 

Here's the good news: digital hesitancy is not permanent. It responds to the right kind of support, patient, personal, and rooted in trust and crucially, that support doesn't have to come from a professional. Often, the most powerful help comes from a neighbour, a volunteer, or a peer who says: "Let me show you, there's no rush."

What works isn't a classroom. It's a conversation. It starts not with "here's how to use this app" but with "what would make your life easier?" then it builds from there, slowly, repeatedly, in a space where getting things wrong is fine and celebrated progress replaces shame.

Community Digital Champions, volunteers trained to support people, are one of the most effective tools we have. Not because they know the most about technology, but because they share something more valuable: lived experience, patience, and the trust of people who might never walk through the door of a formal training session.

In Summary

Digital hesitancy is a human problem, not a technical one. It needs a human solution which is built on trust, rooted in community, and designed around the person in front of you. Every single person who moves from "I can't" to "actually, I can" is a victory worth celebrating.

Every community that makes that possible is doing something quietly extraordinary.

Get in touch today to find out how our Digital Futures Project can support you and your organisation, by email communitydevelopment@sdcvs.org.uk or call 01283 219761.