Warm technology against loneliness among the elderly? A script analysis of the communication solution KOMP

Abstract

The article examines an attempt to reduce loneliness among the elderly using digital technology: The communication solution KOMP is a screen with only one button, and an app you can use to send pictures, messages and make video calls to the screen. It was developed specifically for older users without digital skills and is intended to counteract loneliness through increased digital social contact. The designers call it “warm technology” because they believe it connects people. We use script theory to examine the interplay between technological design, user experience, and key norms in democratic societies. The analysis shows that Komp comes with “inscribed” expectations of well-functioning families with digitally incompetent elders and competent relatives. When the users accepted the expectations, without further ado or through adaption, Komp was able to be a warm technology and create digitally mediated family presence. But friction could also arise, either because users rejected the expectations or because the technology brought to light contradictory norms related to citizenship and self-determination on the one hand, and care and transfer of authority on the other. The article helps to understand the socio-material preconditions for digital technologies to bring people together and thereby reduce loneliness.