Ten years ago, using e-mail was a hip thing to do. Now, Gen Y'ers are skipping e-mail all together and using "Texting" instead - or instant phone-to-phone communication that has a whole world of it owns. What about those over 65? Still e-mailing, and quite a bit!
According to recent data:
"A majority of Internet users over the age of 65 used e-mail, shopped online, researched health information and news, and banked on the Web. In fact, seniors were more likely than any other age group to conduct e-commerce activities."
Online Activities of US Senior Internet Users, June 2009 (% of respondents)
Use e-mail 94%, Shop online 77%, Look up health and medical information 71%,
Read news 71%, Manage finance and banking 59%, Play free online games 47%
Note: Ages 65+, source: Cable and Telecommunications Association for Marketing as cited in press release, October 27, 2009
What does this mean? If we are not making our industry available to those we serve, then we are missing a huge opportunity to instantly determine how well we are providing service, and even verify what trends our customers think are important. It is time to invest in a meaningful way into on-line communication. The payback, based on the growth, is bound to be HUGE!