Helping someone to get online

From keeping in touch to making everyday tasks easier, getting online has lots of advantages. While you shouldn’t push someone into using technology if they don’t want to, your older friend or relative may find it worthwhile to improve their web skills. And by boosting their independence, they can benefit from using the internet when you’re not around.

You don’t need to be a computer expert to share what you know. However, it's worth considering if you’re the right person and if it’s the right time to do this with them.

• Do they want to learn about using the internet?
• How will they react to you?
• Do you have the patience?
• Do you have the time to commit to helping them?
• Is there someone else who might be better at guiding them? Would they prefer a class, for example?
• Will they need or want more specialist support?

Talk to them to find out what they want before you go ahead.

To get started, they’ll need an internet connection and a working device. This could be:

• home broadband with WiFi
• mobile internet, such as a SIM card with data.

There are different internet packages available so consider how much they’ll use the internet and their budget. If you use free public internet, which is usually available in places like cafes and libraries, remember to follow advice to use it safely.

A tablet or smart speaker might be enough to get started. But you may want to consider devices designed for accessibility if they need it – for example, with larger buttons, bigger screens or simpler interfaces and apps. If you are setting a smart speaker up, remember that it often requires access to a smartphone or similar device.

Read more on our smart technology page.

It’s important not to rush when you’re showing someone how to use the internet.

• Try to agree on a regular time and put it aside.
• Make sure it's long enough to go through one or two tasks at a time, and that you won't be interrupted.
• Check that you both have comfortable seats, you won't be too warm or cold and it's quiet enough to talk.
• Check where you're sitting – natural light will help you both see clearly, but make sure the sun won't get into your eyes or reflect off the screen.
• Make sure you take breaks to unwind and stay relaxed.

Once you're ready, you’ll need to help them work out what they want to do. Talk about some of the things they could do online, for example:

• making calls or sending messages to friends and family
• finding information or getting news and weather updates
• making everyday tasks simpler, such as shopping, booking appointments or setting reminders
• watching their favourite shows or listening to music
• keeping up to date with their favourite sports team
• finding and joining groups for their hobbies
• finding inspiration for recipes.

Talk about their interests and needs, not just what you’d like them to do. It’s best to agree on the top three things they want to learn and focus on these first. For more ideas, read our pages in What to do online.

• Keep it simple – do one thing at a time, and break it down into clear and easy to explain steps. Don't put them under pressure.
• Ease into it – pick a simple task first, such as checking what’s on TV or searching for an image, before you go onto more complex ones.
• Repeat it a few times – show them the steps and get them to try it out themselves. You could even swap roles, so they show you how to do it instead.
• Prompt when it’s needed - it’s important to let them take charge and do it themselves, but if they’re getting really stuck, a small prompt can help.
• Note down the steps – get them to write what to do in their own words, so they can use it as a guide and refer back to it when they’re doing it on their own.
• Make it fun – try using online quizzes, finding a song you both love or calling a friend to make the process more enjoyable. You could also try using games to teach tablet skills.
• Encourage them – celebrate the progress you’re making together to keep you both motivated.
• Go at their pace, not yours – it takes time to feel confident and learn something new. Try not to get exasperated if it’s taking longer than you’d like. People learn at different speeds so let them take the lead.

There are some extra things to consider if you’re showing someone how to get online from a distance.

• Use the same device – if there's a device you know how to use, consider getting the same one for your friend or relative. You’ll know exactly how it works and can go through the same thing at the same time.
• Use screen sharing tools – these allow you to see their screen from your own, so you can talk them through the steps. Examples include Windows Quick Assist, Mac Share Screen or Chrome Remote Desktop. To avoid scams, make sure to remind them that screen sharing should only be accepted from people they know and trust.
• Pick easier to use smart devices – such as simpler tablets or smart speakers. See our smart devices page.
• Make use of voice assistants – such as Siri, Alexa or Google’s assistant. These can make a device easier to use.
• Avoid jargon – it’s even more important to explain things simply when you’re not with them.

It might seem obvious, but don't forget to cover the basics of using the internet. For example:

• what different terms mean – see Age UK’s glossary
• how to turn their device on/off and keep the battery charged if it has one
• how to set secure passwords and keep safe online – visit Staying safe online
• what to do if they have a problem, for example, if the internet stops working or an app they’re using crashes – see Fixing problems with technology.
• keeping alert to scams.