Get everyone online by 2012? Just because it's good for you.....cause I say so

Upon taking a break from my life absorbing PhD write up (a life...what's that again?) I read an interesting and mildly irritating article on the BBC website stating Martha Lane Fox (of Lastminute.com fame) stated that she wanted to get everyone of working age on the Internet by the end of the parliament. Honourable task. But I feel this might be quite an empty (although it has a lot of chapters) proposal.

Firstly I agree that the opportunities online are numerous and it's near ubiquity means that there is a need for access for those who are not able to access a connection.....and this is the key...if they want to. There are plenty of people who do not use the internet because they do not want to use it or they feel negative about using it or (importantly) they have had a bad experience and don't want to use it again.

This is where Cyberpsychology and HCI has a telling tale to tell. The concept of computer anxiety (although flawed in that it focuses on a vague stressor i.e. we use computers for so many things rather than just using a computer so no doubt the anxiety is more complex) suggests that giving these users access (leading the horse to water) will not make them use computers (will not make the horse drink).

The key to getting users who do not want to go online, be it through fear, anxiety, or through lack of motivation to go online is not to force traffic from existing bricks and mortar or telephone service channels and pushing users online (which is why I think David Cameron is rather keen on this digital manifesto of Martha's as it would save the government millions) but to give them adequate confidence through training and positive user experiences when online to return.

Usability and user experience is key here. There is no point getting all working people online for the interfaces they use to be poor and frustrating (as users usually blame themselves for errors in interaction) ultimately leading to damaged confidence (and you guessed it more anxiety, less inclination to return and so the loop continues especially if they are forced to use the internet to do things). If this occurs then the horse will have the water but will find it is a little bit sour and not return to drink again.

It is disappointing to see very little drive for good usability or HCI practice in this manifesto. It is an important way of getting people online (if users experience a good interface and a positive experience they are more likely to see a point in the internet and bother to use it again) and keeping them coming back for more. Will this lead to a boom in HCI and usability commissions from the government to develop great to use sites for everyday tasks? Or will someone be asked to advise David Cameron on HCI related issues for this digital plan? Will someone be shouting from the rooftops of the importance of HCI in bridging the digital divide? ......Don't think so, especially when you have many technologists with the attitude of "give them a connection and that solves most of the problem". For instance who wants a key to a room which has dirty sheets and mirky water in the bathtub. Sure you can wash in it and sleep in it, but it won't be pleasant.

If on the off chance David Cameron is looking up HCI on the internet and comes across this, I'd be more than happy to help. Here's a link to my website :)