Whitehorse Accessible Communication Forum
Age Discrimination
Whitehorse City Council
9:30am-11:00am
Whitehorse Centre
Waratah Room, 397 Whitehorse Rd, Nunawading, VIC 3131
Introduction
Acknowledge traditional owners – the Wurundjeri people
Acknowledge the Mayor of the City of Whitehorse – Cr Sharon Ellis
Thank you for inviting me to speak at your Accessible Communication Forum. I congratulate you on choosing this topic.
Accessibility is a crucial issue, but one not always given sufficient attention.
I am greatly encouraged to see that Whitehorse City Council has taken this step.
Local government is probably the key tier of government in terms of practical assistance to older people, enabling them to live safely and participate fully in their communities.
At the Australian Human Rights Commission, we see information as a basic human right.
My six fellow commissioners and I are dedicated to seeing that that all members of the community are given the tools and opportunities to fully realise all of their human rights.
This means access to services – and a necessary precondition for access to services is access to information about what services are available.
As Age Discrimination Commissioner, I come to the issue of accessibility from the perspective of age.
As you would all be aware, Australia’s population is ageing. Australians are living 25 years longer than they did a century ago.[1] The Australian Treasury projects that the number of Australians aged 85 years and older will more than quadruple over the next 40 years[2] rising from 400,000 to 1.8 million.[3]
The City of Whitehorse has a more over 60s than Greater Melbourne, 22.4% compared to 18.2%. From 2006 to 2011 the population of over 60s in the City of Whitehorse grew by nearly 2000 people.[4] We can expect that figure to rise in the future.
Ageing happens to everyone, so building age friendly procedures and facilities in communities now is an investment for everyone for the future.
I commend the Whitehorse City Council on your Positive Ageing Strategy 2012-2017.
And I note that two of the overarching goals of that strategy align with the theme of this forum. Those are to:
- Provide information, health and support services; and
- Improve older people’s access to essential goods and services.
Accessible communication is a human right
I would like to say a few words about accessible communication as a human right.
And I would like to take the debate one step further and speak about why acceptable communication, that which avoids discrimination and stereotypes, is a way of practising human rights.
Ideally, the way in which public communication occurs can foster a sense of acceptance, inclusion and community.
The ability to access, receive and impart information is a human right.
Article 19 of The Universal Declaration of Human Rights 1948 states that everyone has the right to “seek, receive and impart information and ideas through any media regardless of frontiers”. [5]
Communication between all levels of government, local, state, and federal, comes in many forms. Information is relayed when face to face services are provided, over the phone, through various written materials and online.
When those that need the services fail to receive them because of an information barrier, accessible communication becomes a human rights issue.
Such failures of communication have real consequences for the quality of life for many people, especially those most disadvantaged through illness, physical or cultural isolation or mobility problems.
Getting older people online
United Nations Special Rapporteur on the promotion and protection of the right to freedom of opinion and expression, Frank La Rue has said:
“The Internet is one of the most powerful instruments of the 21st century for increasing transparency in the conduct of the powerful, access to information, and for facilitating active citizen participation in building democratic societies.”
He is correct. The internet has opened the world in ways we could never have imagined just 20 years ago. It is an instrument of immense promise – providing an empowering foray into just about everything. However, this potential is not yet fulfilled for everyone.
It was 3 September 1983 when Australia was first connected to the internet – when a connection was made from Darwin to the University of California. In 1983, today’s 70 year old, would have then been 40.
It was not until around 1993 that public servants working in the Commonwealth Departments were given desktop computers, and expected to learn to use them. Those computers were not connected to the internet. By 1995, dial-up connections were widespread in homes. In 1995, today’s 70 year old would have been 53.
So, clearly not every one of today’s 70+ citizens was required to work with computers or would have needed to invest in one at home.
As a consequence we now have a large cohort of older people for whom internet access has not been a part of their working lives. These people need assistance to become confident and competent users of technology.
While internet usage is increasing for older people, less than half of over 65s are online, with merely 37% going online in 2010-11.
That leaves a total of 1,790,000 Australians over 65 who are not online.
In comparison, 79% of Australians aged 15 years and over access the internet. [6]
Change is on the way. The greatest growth in internet usage in any age group is in the 55–64 year age group, up from 63% in 2008–09 to 71% in 2010–11.[7]
We can expect that in years to come, extensive internet knowledge and access will be almost universal, but right now it isn’t and we can’t leave this generation of older people behind.
As we know, access to the internet can vastly improve the quality of life for seniors who find it difficult to leave the house. The internet has the potential to counter social isolation and play a role in the delivery of community and health services.
However, the reverse of this is that housebound seniors who are without internet access at home are at risk of becoming more isolated and disadvantaged if services are provided mainly online.
Information about Government, community services and businesses is increasingly available online only.[8] This presents problems for those older Australians on the wrong side of the digital divide.
Research in 2011 by the Australian Research Council Centre of Excellence for Creative Industries and Innovation (CCI) found the key barriers preventing seniors from using the internet were a lack of skills, confusion by technology, and concerns about security and viruses.[9]
Nan Bosler, the inspirational President of the Australian Seniors Computer Clubs Association, has been a trailblazer in encouraging older people to get online. However she has recently said that there are still older people who are unaware of the benefits of going online, and don’t know what they are missing out on. Older people may also be worried by the cost of technology, or may be prevented by deterioration of their sight or fine motor skills.
The first step is to support and encourage older people to go online and then to give them the confidence and skills to protect themselves from cybercrime.
The Australian Government’s Broadband for Seniors Initiative provides funding for 2,000 free internet kiosks in community centres, retirement villages and seniors clubs across Australia.[10] I understand that there are some available in community spaces in the Whitehorse area. I would strongly encourage promotion of this program.
I am also aware that there is at least one Australian Seniors Computer Clubs Association (ASCCA) club in your area - AUSOM (pronounced 'awesome'), in Blackburn North. I am sure that Whitehorse City Council is keen to support this club.
I would encourage you all to consider what else Whitehorse City Council can do to support getting older people online.
A couple of examples of good practice, this time from overseas:
The UK’s Silver Surfers’ Day has been held since 2002. This is a nation-wide push to help older people get online. Each year more than 200 volunteers provide free advice to over 800 Silver Surfers.
The UK also has the Internet Champion of the Year.
The winner works with Age UK to raise awareness of the benefits of being online. While this is a national scheme in the UK, there is no reason it couldn’t translate to local communities, perhaps here in the Whitehorse Council area.
Style and design
Once the hard yards have been done, and older people are ready to go online, we need to make sure that websites are accessible and usable.
Dr Alexander Kalache, a world expert on ageing, former World Health Organisation's Director of Ageing, and champion of the concept of age friendly cities, speaks about design principles that are through the “lens of an older person”. He says:
“When we say “age friendly” ... the emphasis is on “age”... We are looking at a setting... from the lens of an older person. And if it’s going to be “friendly” to this older person, it’s going to be friendly to everybody. Imagine for instance a bus: if it is easier for an older person to get in and out of the bus, it is going to be more friendly to a child... to a pregnant woman or to someone carrying luggage. And that is what we want; we want an inclusive design and inclusive policy that will make life for every single citizen easier”.[11]
I am no expert in web design or development, and I notice that Alex Varley from Media Access Australia will be addressing you later on accessible communication online. However I would encourage you to consider online communication design from the “lens of the most vulnerable”. This includes older people, people with a disability, and people who for any other reasons have less experience and capability online.
The Australian Human Rights Commission has consolidated a range of material and guidance notes about web accessibility for people with disabilities, which I would encourage you follow.
Your Rights at Retirement
While there are so many older people who do not access the internet, it is vital that other communication strategies are used.
There are a vast array of services and supports available, and the information is often just a phone call away, but sometimes the hurdle can be knowing who to call, and what to ask. Sometimes I hear stories that people have stumbled upon information only to find that they had been eligible for a certain entitlement for years. A common story is – “no one told me I could claim this.”
I have recently produced a publication, Your Rights at Retirement, to make information accessible for older people and their family and friends. It contains information on a range of topics, including staying safe online, financial literacy and avoiding scams. It also covers basic information about health and aged care services, government support, transport, and how to make wills and planning other decisions for later life, including end of life.
We provide the contact phone numbers for all services mentioned, thus assisting those who aren’t online yet.
In recognition that vision and colour perception can deteriorate with age Your Rights at Retirement is printed in large font, with clear black print, Even the “physical design” of the booklet, the size and shape , is intended to be “age friendly”.
Within weeks, all 1,500 copies of our first print run were committed, with many people on wait-lists for multiple orders. State and territory seniors organisations including the Councils of The Ageing (COTAs) requested bulk copies. We have recently been able to print another 5000 copies. If you are interested in getting a copy, contact the Australian Human Rights Commission.
The distribution of this publication is human rights in practice – each person who receives a copy is better informed about the rights they have in older age.
I am pleased that in September, the Department of Immigration and Citizenship provided funds for Your Rights at Retirement to be translated into Italian, Greek and Chinese, the three largest ethnic communities of older Australians. I hope that translated copies should be available by the end of November 2013.
The City of Whitehorse is culturally diverse. Higher proportions of residents aged 65 and over living in the City of Whitehorse were born in European countries. Further, 22.9% of residents in Whitehorse are from a non-English speaking background.[12] As recognised in your Positive Ageing Strategy 2012-2017, older people from such backgrounds may lose their English language ability as they age, with consequences for access to services, information and social participation. This is a core accessibility issue.
Acceptable communication is without ageist stereotypes
Finally, information and services should not just be accessible; they should also be acceptable to all. Whether information is provided online, in person or over the phone, it should be provided with respect for difference and diversity. This means that communications should avoid stereotypes and be inclusive.
Despite the enormous contribution of older Australians to paid and unpaid work, to their families, to local communities and to the Australian economy, negative social stereotypes are preventing older Australians from reaching their full potential and maximising their contributions.
I recently commissioned research that shows that older people are vastly underrepresented in advertising and the media. 14.2% of the population are aged 65 years or over. However, people aged 65 and over feature in only 4.7% of advertising and 6.6% of editorial media content.
Many of the representations of older people reflect only the negatives of ageing, such as isolation and ill-health.[13] These stereotypes are far from the whole truth. They fail to reflect the full diversity including all those older Australians, the majority, who are healthy, active and big contributors to their communities and their families.
Our research shows that older people want to see representations of themselves that they relate to – that properly reflect the diversity of their experiences. This is something to keep in mind when you are considering the images and examples you might use in your communications.
As designers of policy and communications, and providers of services, you have the opportunity to put in place products and experiences that not only “do the job” but also create an environment that can create inclusiveness and breakdown negative attitudes.
This is the great human rights challenge of communication to older people and I wish you well in it.
[1] Australian Institute of Health and Welfare ‘Aged care packages in the community 2010–11: a statistical overview (2012) Aged care statistics series no. 37. Cat. No. AGE 69. Canberra: AIHW, p 122. At http://www.aihw.gov.au/publication-detail/?id=10737422820 (viewed 8 October 2012)
[2] Australian Bureau of Statistics, Life Expectancy Trends, 4102.0 Australian Social Trends, (March 2011). At: http://www.abs.gov.au/AUSSTATS/abs@.nsf/Lookup/4102.0Main+Features10Mar+2011 (viewed 24 January 2012)
[3] The Treasury, Australia’s Ageing Population, Intergenerational Report 2010. At: http://www.treasury.gov.au/igr/igr2010/Overview/html/overview_04.htm (viewed 24 January 2012)
[4] City of Whithorse, Community Profile – Five year age groups. At http://profile.id.com.au/whitehorse/five-year-age-groups (viewed 6 November 2013).
[5] The Universal Declaration of Human Rights 1948, art 19. At http://www.un.org/en/documents/udhr/ (viewed 4 January 2012).
[6] ABS, Household Use of Information Technology, Australia, 2010-11,
http://www.abs.gov.au/ausstats/abs@.nsf/Latestproducts/8146.0Main%20Features12010- 11?opendocument&tabname=Summary&prodno=8146.0&issue=2010-11&num=&view (viewed 15 October 2013)
[7] ABS, 1301.0 - Year Book Australia, 2012. At http://www.abs.gov.au/ausstats/abs@.nsf/Lookup/by%20Subject/1301.0~2012~Main%20Features~How%20Australia%20accesses%20and%20uses%20the%20Internet~175 (viewed 15 October 2013).
[8] Joint Select Committee on Cyber-Safety, ‘Cybersatety for Seniors – A Worthwhile Journey’, Second Interim Report, Inquiry into Cybersafety for Senior Australians (2013),p 8.
[9] Joint Select Committee on Cyber-Safety, ‘Cybersatety for Seniors – A Worthwhile Journey’, Second Interim Report, Inquiry into Cybersafety for Senior Australians (2013), p 21. (citing research in 2011 by the Australian Research Council Centre of Excellence for Creative Industries and Innovation (CCI)).
[10] Minister for Families, Housing, Community Services and Indigenous Affairs, Broadband for Seniors, Department of Families, Housing, Community Services and Indigenous Affairs website. At http://www.facs.gov.au/sa/seniors/progserv/broadbandseniors/Pages/default.aspx (viewed 5 January 2012).
[11] Alexandre Kalache: Age friendly cities http://www.youtube.com/watch?v=qVNggrAeXkY
[12] City of Whitehorse, Whitehorse Positive Ageing strategy 2012-2017, p6. At http://www.whitehorse.vic.gov.au/Older-People.html (viewed 6 November 2013).
[13] Australian Human Rights Commission and Urbis, Fact or Fiction? Stereotypes of older Australians (2013). At: http://www.humanrights.gov.au/publications/fact-or-fiction-stereotypes-older-australians-research-report-2013/key-findings (viewed 22 October 2013).