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98 out of 100 citizens “Experience using a kiosk”
The old people who are inexperienced in using them are sighing deeply
What are the government and local governments doing?
“(Kiosk) can’t do it! XX! You say you can’t because I don’t know” (Old man)
“You can’t swear” (Albasaeng)
“I’ll give you money, so give me something. Two cups of Americano! Two cups of latte! You made something like X (kiosk) and made an old man die” (old man)
This is part of a conversation in a recorded video that has recently become a hot topic on YouTube and other social networking services (SNS) under the title ‘True customer vs. cafe part-timer’. As the burden of labor costs increases, the introduction of unmanned terminals (kiosks) is increasing in various parts of society, including franchise restaurants, but elderly people who are not accustomed to using kiosks are likely to find themselves in an awkward situation. Elderly people who are angry beyond embarrassment at the use of the kiosk have become the subject of ridicule online as ‘true customers’. At the end of the video, another old man sighs, “They tell us to watch and learn, but… uh huh.” There is self-examination that social efforts are needed to reduce the digital divide for the elderly who have difficulty using digital devices.
According to Embrain Trend Monitor, a market research company, on the 11th, a survey result showed that about 98 out of 100 people in Korea have used a kiosk at a restaurant or other store. Embrain Trend Monitor conducted an awareness survey on kiosk use among 100 adults aged 19 to 59 across the country from November 4 to 9 last year, and announced on the 8th that 97.9% of the total had experienced using the kiosk. In addition, it was also found that there is a high awareness of the need for social consideration for the elderly and the digitally vulnerable, who may have difficulties using the kiosk.
Compared to the past, many respondents (72.6%) said that using the kiosk has become much easier. In fact, very few respondents answered that visiting a kiosk-only store was burdensome (18.1%) or gave up ordering or payment when using a kiosk (18.2%).
However, a high percentage of respondents (57.2%) said they had witnessed someone giving up using the kiosk. Most of those who gave up ordering from the kiosk they witnessed were aged 50 or older (77.9% in their 60s, 63.2% in their 70s, 50.5% in their 50s, 17.3% in their 40s). As a result of asking about the disadvantages of using kiosks, ‘it is difficult for the digitally vulnerable class such as the elderly’ (67.9%) to rank first.
With a high prospect (84.5%) that more stores are likely to introduce the kiosk system, it has been confirmed that a significant number of stores are aware of the need to be considerate of the elderly who are inexperienced in using the kiosk system. 82.9% of respondents agreed that social community consideration is needed for those who are inexperienced in using kiosks, and 74.5% of respondents said that in-store staff or cashiers must be placed for those who find it difficult to use kiosks. A relatively large number of responses (57.4%) said that education programs related to kiosk use need to be expanded at the national level.
In line with this public opinion, the central and local governments are expanding digital literacy education to help the elderly who have difficulty using digital devices, including kiosks. The “Basic Plan for Supporting Adult Literacy Education in 2023,” announced by the Ministry of Education on the 29th of last month, was prepared to expand literacy education opportunities to unliterate and low-educated adults who missed educational opportunities due to social and economic conditions. The total budget invested this year is 6.88 billion won, an increase of 1.14 billion won from the previous year. The largest amount of 4.15 billion won will be invested in the ‘adult literacy education program’ through basic local governments such as cities, counties and districts. An official from the Ministry of Education said, “We plan to support the elderly and digitally marginalized groups who have difficulty adapting to smart devices to receive necessary social services in a timely manner.”
In the case of Seoul, ‘digital guides’ are placed in public facilities where kiosks are installed to help the elderly who are not accustomed to using digital devices. The placement of digital guides is one of the plans to strengthen digital capabilities announced by Seoul Mayor Se-Hoon Oh at the “Together with the Digitally Underprivileged” event in July last year. Digital guides with a capacity of 150 patrol multi-use facilities in areas where senior citizens visit, such as train stations, subway stations, and large supermarkets, and guide them on how to use the kiosk. An official from the Seoul Metropolitan Government said, “We plan to continue promoting campaigns for the digitally underprivileged and education to strengthen digital capabilities until the day all citizens become digital powerhouses.”
Hong Min-seong, Hankyung.com reporter [email protected]
