@jpfox What I'm thinking of isn't just the digital divide. Even if you have the tools and know-how, a lot of things have become overly complicated and harder to do because of the way we think now. The digital divide isn't the issue when a shop assistant tells an in-store customer to use the website. That's a member of staff who's so steeped in online culture that they don't even realise it's dismissive and ineffective and bad service.