Low digital literacy and confidence often make it difficult for NIUs to fully grasp the capabilities of the smartphone and the internet. NIUs have questions about both concepts that range from the complex to the extremely fundamental. This lack of understanding prevents them from exploring on their own – mostly out of fear they might make a mistake that would “break” their phone – causing them to use only a small fraction of their phone’s functions and features. (See Navigating a smartphone).
Their questions, in fact, tell a story that reveals their concerns, preconceived notions, and other uncertainties and, at times, demonstrate how deep our own assumptions run and how wide the gap between those assumptions and the NIUs’ reality is.