QUEENSLAND University of Technology researchers are calling for a rethink of “digital inclusion”, arguing that emotional safety, trust and trauma-informed facilitation are essential if online communities are to work for older Australians.
The study, led by QUT PhD researcher Yasamin Asadi from the School of Computer Science, explored online social clubs run by not-for-profit Inclusee. Presented at the 2025 Australian Conference on Human-Computer Interaction (OZCHI), it draws on interviews and observations of participants and facilitators over three months.
While digital platforms can offer connection for people facing isolation or mobility limits, Ms Asadi said access alone was not enough.
“Older adults bring with them a lifetime of experiences, including grief, trauma, and exclusion, which shape how they engage with digital spaces,” she said. “It’s about creating emotionally safe environments where they feel seen, supported, and able to participate on their own terms.”
Researchers found facilitators were central to sustaining engagement, acting as a “bridge between technology and trust”.
Trauma-informed practice included discreet emotional support, careful content choices and sensitivity to group dynamics, particularly where hobbies and conversation could trigger both joy and painful memories.
Participants reported rediscovering purpose and friendships through the clubs, and some regained confidence with technology. One participant told researchers that joining a theatre club reignited a dream abandoned decades earlier.
“These digital spaces became more than just social platforms, they became places of growth and healing,” Ms Asadi said. “We need to design with care, not just convenience.”
