My Mom was Getting this Popup: Understanding Motivations and Processes in Helping Older Relatives with Mobile Security and Privacy

Security and privacy pose a serious barrier to the use of mobile technology by older adults. While support from family and friends is known to be an effective enabler in older adults' technology adoption, we know very little about the family members' motivations for providing help, the context, and the process in which they provide it. To bridge this gap, we have conducted a mixed method study, qualitatively analyzing the helpers' assistance stories and quantitatively estimating the factors that affect helpers' willingness to offer assistance to older relatives regarding mobile security and privacy problems. Our findings point to the potential for helping older relatives, i.e., people are more willing to help and guide them than other social groups. Furthermore, we show that familiarity with an older relative's preferences is essential in providing meaningful support. We discuss our findings in the context of developing a theory of collective efficacy for security and privacy and new collaborative technologies that can reduce the barriers to social help.