# Understanding Tech Skills Across Generations: Boomers vs. Millennials
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Chapter 1: The Stereotype of "Boomers" and Technology
The term “boomers” often gets used without much thought, but it’s important to recognize that not everyone in this demographic fits the stereotype. While some may struggle with technology, many others are quite adept. A recent interaction with a customer highlighted this duality.
During a routine task of resetting a SIM card's PIN, a customer expressed a desire for a new code, “0000,” handing the phone back as if entering the digits was too challenging. Ironically, moments later, he was effortlessly scrolling through his favorite apps.
Common issues we see from this age group include:
- Suddenly encountering a PIN code they claim not to recognize.
- New phones demanding a Google account they never created, while their old devices have multiple accounts with forgotten passwords.
- Missing calls due to the sound being muted.
- Uncertainty about which gesture unlocks the device.
- Laptops that lag because they haven’t been turned off for updates, requiring basic instructions on how to power off.
Photo by John Smit on Unsplash
The most puzzling situations arise when customers don’t grasp concepts like “Do Not Disturb” mode or how to personalize ringtones. I often find myself thinking, “That’s understandable, given how low my expectations have become.” This raises a significant concern: why is there such a disparity in tech skills among different age groups?
Section 1.1: Observations in Technical Retail
In my experience in technical retail, age doesn’t directly correlate with tech proficiency. Although we’ve not compiled formal statistics, the consensus among my colleagues is that there seems to be a decline in technical skills among those aged 55 to 65. This decline can be as drastic as needing to explain why washing a laptop with water renders it unusable. Interestingly, customers older than 65 often come in eager to learn, not just seeking solutions but wanting to understand how to resolve issues independently.
Some elderly customers arrive with notebooks, diligently taking notes on how to navigate their devices, often teaching us about gadgets we don’t use as frequently. While millennials and Gen Z might store passwords in digital formats, many from the silent generation prefer pen and paper. When asking a “boomer” for their password, the response is often one of confusion.
Photo by charlesdeluvio on Unsplash
Understanding technology requires a problem-solving mindset, which is essential in IT. However, consumers don’t necessarily need this skill set; they rely on us for support. What they require is a willingness to learn and engage with their devices. While it’s admirable to want to reduce screen time, understanding technology demands a certain level of commitment to learning how it works.
Section 1.2: The Attitude Towards Learning
To illustrate, I can explain why a backup code is necessary to recover a PIN and how to obtain it from their provider. I can guide them through enabling “Do Not Disturb” mode and assist with programming alarms. The key distinction is between understanding the “why” and the “how.”
This isn’t merely a generational issue; it’s one of attitude. Millennials often find it ironic that they were pressured to maintain order in their lives by a generation that struggles with basic tech tasks. The same generation that taught us the importance of organization often connects their iCloud accounts to unknown numbers, neglects passwords, and blames tech support for their oversight.
Photo by Giacomo Lucarini on Unsplash
Reflecting on the conversation with a customer, whom we’ll call Frank, it’s clear that the issue isn’t simply age but a sense of entitlement. Frank expressed his inability to learn about technology, despite being capable of using apps and social media. When encouraged, he admitted, “I just don’t want to; I want you to do it for me.”
This expectation of assistance can be frustrating, especially when customers place their devices on the counter, anticipating us to intuitively know their needs. They rely on the notion that someone else will solve their tech dilemmas.
Chapter 2: The Myths of Age and Learning
The video titled "TikToker PROVES Boomers Don't Know Anything About Hard Work" highlights the generational divide in attitudes toward technology and learning.
For years, it was believed that older individuals struggle to learn new skills due to a decline in neuroplasticity. However, we now understand that, while the creation of new neural pathways may slow, the brain can adapt by redirecting functions to other areas. I’ve observed this in older customers, who may not fully grasp Wi-Fi but can remember where they stored important information.
Ultimately, while older generations adapt by using established habits to integrate new knowledge, many “boomers” seem reluctant or unable to adopt new practices. Is this a refusal to learn or simply a habit of relying on others? These are intriguing questions worth exploring further. What are your thoughts?