Troubles With the Internet: The Dynamics of Help at Home

Abstract

Despite advances in technology, nearly everyone experiences technical challenges using home computers and the Internet. In a field trial of household Internet usage, 89% of 93 families needed support from a computer help desk in the 1st year they used the Internet. However, usually only the most technically involved members of the family requested external technical support, and this behavior was associated with other computer-related behaviors in the household. We explore the process by which a family member with comparatively high technical skill or enthusiasm, often a teenager, becomes the family guru, makes external support requests, and becomes the person in the family to whom others turn for technical help. The family guru benefits from this role, influences the household's adoption of technology, and represents an important link between households and computer support professionals. The role also is a fascinating example of the evolution of intergeneration relationships.