"Keeping the Program Going": Technology Use by Community Organizations to Support the Social Connectedness of Older Adults During the COVID-19 Pandemic

Social programs run by community organizations provide an important outlet for social connectedness among older adults. However, these programs were disrupted by the COVID-19 pandemic restrictions. In this study, we aimed to understand how community organizations used digital technologies to continue running social programs online for older adults during COVID-19. We conducted semi-structured interviews with 12 staff members from local councils, libraries, community groups and care providers. We found that the use of technology benefited organizations by revealing new program delivery opportunities, and by strengthening their social bonds with older adults. However, organizations experienced challenges when transitioning social programs online. Some organizations lacked financial and human resources to support online programs; staff needed to upskill themselves and put significant effort into transferring older adults online; and it was difficult to replicate in-person experiences in online settings. Staff developed ad-hoc strategies to help older adults participate by providing extra guidance and training to increase digital literacy, and by offering accessible technical support. We discuss the significance of continuing online social programs beyond the pandemic and the importance of scaffolding to enable the online participation of older people in social programs. We outline design considerations for technology-mediated social programs run by community organizations.