WhatsApp's Influence on Social Relationships of Older Adults

Veronika Hämmerle, Cora Pauli, Rhea Braunwalder and Sabina Misoch

Institute for Ageing Research, University of Applied Sciences FHS St. Gallen, Rosenbergstrasse 59, St. Gallen, Switzerland

Keywords: Mobile Instant Messaging, WhatsApp, Older Adults, Social Relationships, Digital Divide.

Abstract: Ageing societies and digitalisation are two prominent topics in industrialised nations. This also applies to

Switzerland, where the share of older adults using smartphones and instant messaging services is constantly

rising. The effects of instant messaging services in terms of social needs have been studied mainly regarding

younger and middle-aged adults. According to socioemotional selectivity theory, however, older adults have

different motivations and needs regarding their social relationships. Therefore, the results of studies on

younger population groups cannot be transferred to older population groups. To bridge this research gap, we

conducted a qualitative study with 30 older adults (65+) in Switzerland. We investigated the effects of using

WhatsApp on their subjectively perceived quality of social relationships and examined whether the

socioemotional selectivity theory is still valid in the face of digital communication. We conclude that using

WhatsApp is in line with the socioemotional selectivity theory and has an intensifying effect on social

relations of older users. WhatsApp is used very consciously to achieve positive ends by allowing older users

to select and invest time in meaningful relationships.

1 INTRODUCTION

Digitalisation and ageing societies are two prominent

topics in industrialised nations today. In Switzerland,

instant messaging services, offering online

communication with text, video and audio functions,

are wide-spread and more and more older adults use

mobile internet and smartphones (Y&R Group

Switzerland, 2017).

In this paper, based on a qualitative study

conducted in 2019, we consider how using the instant

messaging service WhatsApp impacts the subjective

perceived quality of social ties of older adults aged

65+ in Switzerland.

The effects of instant messaging services on

social relationships have been studied mainly

regarding young adults. However, according to the

socioemotional selectivity theory (Carstensen, Fung,

& Charles, 2003), motivations in constructing social

relationships change throughout the life span. Thus,

these results do not apply to older adults.

In this paper, we examine whether the

socioemotional selectivity theory remains valid in the

face of digital communication services and more

precisely how the instant messaging service

WhatsApp is used for selection processes described

in the theory. After briefly describing the context and

theoretical background we present preliminary results

of our qualitative study on the subjective influence of

WhatsApp on social relationships of older adults. In

the discussion, we consider limitations and draw

further conclusions from our findings. Our data

shows that WhatsApp has a positive effect on the

subjective experience of the relationships of older

adults. We reflect on how this has implications

regarding debates on social inclusion, exclusion and

participation of older adults in the digitalised age.

2 BACKGROUND

The Swiss Federal Council sees digitalisation as an

opportunity for the Swiss society and has set itself the

goal to ensure the participation of the whole society

in information and communication technology

(Bundesamt für Statistik, 2017). Studies show that

there still is a difference in adoption and use of the

internet depending on age, older adults using digital

services less than their younger counterparts

(Friemel, 2016; Just, Latzer, Metrevelli, & Saurwein,

2013; Seifert & Doh, 2016; Seifert & Schelling,

2015). In literature, this gap is called the “digital

divide”. However, recent studies show that the

number of older adults using the internet is on the rise

Hämmerle, V., Pauli, C., Braunwalder, R. and Misoch, S.

WhatsApp’s Inﬂuence on Social Relationships of Older Adults.

DOI: 10.5220/0009470100930098

In Proceedings of the 6th International Conference on Information and Communication Technologies for Ageing Well and e-Health (ICT4AWE 2020), pages 93-98

ISBN: 978-989-758-420-6

(Seifert & Doh, 2016) and thus the question can be

asked if the digital divide has “grown old” (Friemel,

2016).

We concentrate on the use of the instant

messaging service WhatsApp by older people, as

according to data on Switzerland, WhatsApp was the

most popular App installed on smartphones in

Switzerland in 2017 (Y&R Group Switzerland,

2017). Various studies examine how, why and to

which extent people use smartphones and instant

messaging services. Ariel et al. found that the main

motivation for young Israeli adults to use their

smartphone was the wish to socialize with family and

friends, especially contacts living further away (Ariel,

Elisha-Malka, Avidar, & Levy, 2017). In their study

on the needs that Facebook and WhatsApp fulfil,

Karapanos, Teixeira and Gouveia (2016) found that

for their participants, aged on average 27, the need to

feel related to other people was decisive in the

frequency of use of WhatsApp, demonstrating how

WhatsApp allowed geographically distant family

members to be present or offer reassurance (ibid.).

However, we found that studies on the use of instant

messaging mainly focus on young adults and adults

and that there is a research gap on how older adults

use instant messaging services and the effect they

have on their social relationships.

The importance of considering age in research on

smartphone usage is emphasised by Rosales and

Fernández-Ardèvol in their study on smartphone

usage of older adults in Spain (Rosales & Fernández-

Ardèvol, 2016). They state as that needs and values

change in the course of the lifetime and as social

norms influence ageing, the dimension of age should

be considered in studies (ibid.).

According to the socioemotional selectivity

theory, priorities set in the maintenance of social

relationships differ according to the amount of time

an individual believes he or she has left to live

(Carstensen, Fung, & Charles, 2003). Since time is

perceived as more limited with increasing age, older

adults mainly invest their cognitive and social

resources in emotionally rewarding (inter)actions

(Carstensen & Mikels, 2005; Barber, Opitz, Martins,

Sakaki, & Mather, 2016; Lang, Staudinger, &

Carstensen, 1998). This strategy allows them to

achieve as much emotional gratification as possible in

their remaining lifetime. Older adults focus on the

quality of a fewer number of close relationships and

are better at regulating emotions in everyday life

(Carstensen, Fung, & Charles, 2003). Thus, the

results of the aforementioned studies cannot be

transferred to older adults without consideration and

there is a gap in research concerning older users of

instant messaging.

We examine the use of WhatsApp of people aged

65 and over in Switzerland in detail. Although we do

not deny the danger of older adults being excluded

from society by digitalisation, contrary to Friemel

(2016), we believe that speaking of a “digital divide”

is “growing old”. We focus on those individuals who

do participate in digitalisation to find out how they

appropriate digital means in their constitution of

social relationships and which effect WhatsApp has

on the subjective experience of social relations of

people over 65 in Switzerland.

3 STUDY

To support our position, we use first insights from our

qualitative and explorative study “Instant messaging

and social relationships: Effects of using WhatsApp

on the subjective quality of social relationships of

people 65+” funded by the Swiss National Science

Foundation and currently in the phase of analysis.

Data collection was based on two methodological

elements: the creation of ego-centered network maps,

situating all social contacts of the informant within

three concentric circles from close to distant (Kahn &

Antonucci, 1980), and qualitative, semi-structured

face-to-face interviews. The interviews focused on

the content, frequency and form of messages

exchanged over WhatsApp, the history of use,

advantages and disadvantages concerning WhatsApp

and the subjective experienced effects of WhatsApp

on social relations. We also asked for

misunderstandings and topics our informants would

not discuss via WhatsApp. All interviews were audio-

recorded and fully transcribed. The data is currently

being analysed by qualitative content analysis

(Mayring, 2015). After project completion, the

anonymized transcriptions of the interviews will be

made accessible through a data repository of our

choice.

Our sample consisted of 15 men and 15 women

aged between 66 and 84 (average age: 72.5). One-

third had followed schooling up to secondary

education, two-thirds had completed tertiary

education. We included people with (22) and without

children (8) and grand-children (19 with

grandchildren, 11 without grandchildren) and living

alone (9) or with their spouses/partners (21).

Participants were required to be over 65 years of age,

German-speaking and to have used WhatsApp within

the last three months.

ICT4AWE 2020 - 6th International Conference on Information and Communication Technologies for Ageing Well and e-Health

4 PRELIMINARY FINDINGS

Our data shows that using WhatsApp has a positive

effect on the constitution and the subjective

perception of the social relationships of older adults.

In this section, we describe data that acts as evidence

to this, focusing on aspects such as upholding social

relationships, intensifying social relationships,

increasing a sense of belonging to groups, the

practical aspect of WhatsApp and the general

emotions associated with WhatsApp.

4.1 Upholding Social Relationships

Our interviewees described how WhatsApp made it

easier to maintain relationships and keep in touch

with other people. Many stated that they sent sporadic

greetings to friends and family, checking up on them

when they were on their minds, asking them how they

and their families were. Some were inspired to

contact people they had not contacted in a while by

scrolling through their WhatsApp chats. Users said

that they could write a message without worrying

about bothering their counterparts at an inappropriate

time. The messages were door-openers to arrange

face-to-face meetings, which were felt to be

preferable for longer and complex or emotionally

deep exchanges. Sending a WhatsApp message was

assumed to be less disturbing than calling and

involved less effort than writing an e-mail, card or

letter.

The use of WhatsApp to simplify the maintenance

of relationships was especially salient in case of

family members or friends living abroad or on

holiday. Informants described how they appreciated

receiving information from their children about their

whereabouts and safe arrival at home or the holiday

destination. Sharing holiday impressions or

impressions from every-day life in the form of

pictures, videos or texts made the geographic distance

bridgeable and allowed for the continuation of

relationships to people abroad. Further aspects

addressed were costs and the time difference, which

both could be ignored while sending WhatsApp

messages to other countries.

In maintaining relationships with already close

family members and friends, WhatsApp allows for

spontaneity and synchronous as well as asynchronous

communication, which can be adapted to either sides

time constraints and schedules, to be unintrusive but

still direct and easy.

4.2 Intensifying Social Relationships

Our participants often described that WhatsApp

exchanges not only allowed them to maintain

relationships but also to intensify relationships and

strengthen the feeling of relatedness to individuals

and groups. Through exchanging small and everyday

events as well as emotional milestones, like

grandchildren's first steps, our informants gained

insights into the day to day lives of their family and

friends and which made them feel closer to them.

Especially thanks to the various functions of

WhatsApp used by our interviewees in different

intensity (text messages, pictures, videos, voice

messages and emojis) a multi-dimensional exchange

was created, which could be shaped according to

personal preference.

In addition to the broad scale of possibilities in

expressing themselves, our interviewees stated that

the frequency of exchanges with social ties had

increased by using WhatsApp. This increased the

feeling of intensity of relationships, as the contacts

were present and closer to our interviewees day to day

lives.

4.3 Belonging to a Group

Not only regarding individuals, but also groups,

WhatsApp seemed to have a positive effect on the

perception of closeness and sense of belonging of our

informants. WhatsApp group chats amongst siblings,

friends and hobby or club groups were widely used,

mostly for planning and coordinative purposes. While

exchanges in group chats were sometimes perceived

as uninteresting or irrelevant, especially in groups

located in the outermost circles of our informant's

network maps, the exchanges with groups involving

close friends and family made our informants feel

more included. Most used were family WhatsApp

groups, which included the informant, their spouse,

their children and in case old enough, grandchildren.

Here, information, extraordinary and every-day

occurrences, greetings, pictures, thoughts, jokes and

memories were exchanged.

Regarding WhatsApp groups with social contacts

our informants listed in the inner two circles on the

network map (usually family and close friends), our

informants felt more included and a stronger sense of

belonging and community.

4.4 Organising and Planning

Next to subjectively perceived emotional aspects,

informants also described a mainly practical aspect of

WhatsApp’s Inﬂuence on Social Relationships of Older Adults

WhatsApp. WhatsApp was described as a very

practical tool for coordinating and organising social

life. Whether this meant arranging to go to the cinema

with a friend, inviting their children to dinner, going

on a day trip with a group of friends, managing a

shared holiday home, coordinating telephone calls,

the care of grandchildren or confirming attendance to

club events, WhatsApp was widely used to arrange

appointments of all sorts. Group chats were especially

mentioned as practical to organise and coordinate

reoccurring or one-time events. Another use and

motivation of family chats was the coordination of the

care for a sick or older family member.

Speed and immediacy were other positive practical

aspects of WhatsApp. The rapidity allowed

informants to send spontaneous invitations to their

children, let them know they were dropping by, or ask

their spouse to buy some groceries on the way home.

Many of our informants were able to use WhatsApp

with mobile data, allowing them to quickly let other

people know if they were running late for an

appointment.

WhatsApp was stated to be quick and practical in

coordinating between several people and had the

benefit of being unintrusive, leaving the receiver the

time to answer at his or her convenience. The

inhibition to contact other people, for fear of

disturbing them was low.

4.5 Enriching Everyday Life

In general, WhatsApp was associated with light,

interesting and pleasurable contents. Informants

stated that they would never discuss sensitive matters

over WhatsApp. They were unanimously of the

opinion, that conflicts and serious discussions should

be discussed face-to-face “at a table” or at least on the

telephone, where they would be able to hear their

counterpart's voice. Some reported forwarding jokes,

funny pictures or videos to others, after careful

consideration, whether the recipient would be

interested in the content or not. Irrelevant or

inappropriate content they received was ignored or

immediately deleted. Taken together, our informants

stressed the positivity and the pleasure of messages

received and sent.

Our interviewees mentioned only a few negative

experiences with WhatsApp, including handling

problems and misunderstandings caused by

autocorrect mistakes. Some interviewees further

mentioned that feeling pressured into answering

messages as soon as possible. Taken together, these

negative aspects did not seem salient in our

participants' memories and didn't lead to giving up, or

not using WhatsApp.

5 DISCUSSION

Our results show that older adults' communication via

WhatsApp focuses strongly on socio-emotionally

meaningful interactions. Older adults use WhatsApp

to create, maintain and intensify meaningful ties. Not

only the relation to their conversation partners but

also the shared content is predominantly positive, of

interest and emotionally meaningful to older users.

These findings are consistent with Carstensen's

theory of socioemotional selectivity. The older adults

reported almost no misunderstandings or conflicts

carried out via WhatsApp, an indication of the

capacity to successfully regulate emotions and not get

carried away (Carstensen, Fung, & Charles, 2003).

Receiving a WhatsApp message is a sign of

attention and stills the need to be seen or noticed. One

of our informants described it as a “digital caress”.

WhatsApp fulfilled the need for belonging and

relatedness and in the role of both receiver and

sender, our informants spoke of pleasure and

lightness. Previous studies draw upon theories of

human needs, to explain the popularity of WhatsApp

among younger adults (Karapanos, Teixeira,

Gouveia, 2015; Kim, Wang, & Oh, 2016). Sheldon

lists relatedness, pleasure-stimulation and popularity

as universal human needs (Sheldon, Elliot, Kim, &

Kasser, 2001). Our findings reveal, that WhatsApp

use can satisfy these human needs for older adults.

All our informants navigated a mix of mediated

communication channels mainly including e-mails,

telephone calls (landline and mobile), SMS and more

rarely letters, greeting cards, social media and other

instant messaging services. In comparison to these,

WhatsApp was described as unintrusive,

spontaneous, light, quick and easy, but only for

consciously chosen and fitting occasions and

relationships. WhatsApp was thus used to arrange

phone calls, which without prior arrangement might

be disturbing or pushy.

By using WhatsApp interviewees discover new

ways of maintaining contacts and communication,

nonintrusive, spontaneous, light, quick and delightful

ways of communication. Making a phone-call or

writing an e-mail is in comparison to this an act of

communication, that demands more time, calm and

attention. The possibility to exchange snapshots of

one's day to day life easily leads to a stronger feeling

of relatedness and intensity of a relationship without

however changing the character of the relationship

ICT4AWE 2020 - 6th International Conference on Information and Communication Technologies for Ageing Well and e-Health

itself. We see WhatsApp as a medium for phatic

communication (Taipale & Farinosi, 2018) since the

social function of communication is essential. Phatic

communication is an essential resource for managing

quasi-continuous social relationships by exchanging

short but expressive messages that have an impact on

maintaining or strengthen social bonds (Licoppe &

Smoreda, 2005) and WhatsApp seems to be an

appropriate instrument for this end.

What our research equally shows, is that older

people are open to using new technologies (see also

Czaja & Lee, 2007; Pelizäus-Hoffmeister, 2013), if

the use is meaningful to them and related with a clear

added value. In the case of older adults' use of

WhatsApp the benefits are of practical (organising

and planning) and emotional nature (intensifying and

maintaining social relationships and increased

feelings of belonging).

6 LIMITATIONS

In our explorative and qualitative study, we focused

on older WhatsApp users and their perspectives to

gain deep insights into this specific user group.

Interviews with younger members of our informants'

networks would have allowed for more

multiperspective insights into the topic. The inclusion

of non-users of WhatsApp would have been

beneficial to shed light on differences in the

construction of social relationships of users and non-

users of the service. Further, our small sample size

and recruitment process do not allow for a

generalization of the results. These limitations are a

starting point for further research on older adults and

their use of WhatsApp in shaping social relationships.

7 CONCLUSIONS

We conclude that the use of WhatsApp is in line with

the socioemotional selectivity theory (Carstensen,

Fung, & Charles, 2003) and can intensify emotional

bonds between users. At the same time, our findings

indicate that digital communication services do not

fundamentally change the way older people shape

their social networks and the priorities they set.

Further, our research shows how our informants

consciously used WhatsApp to achieve positive

personal ends and that instant messaging services can

positively impact the social relationships of older

persons. The use of instant messaging services like

WhatsApp can be seen as a potential added value to

older adults, allowing them to achieve goals of

selecting and investing time in socially meaningful

relationships.

Contrary to studies purporting isolation and social

exclusion of older adults due to a “digital divide”, we

show that older adults are willing and capable of

adapting new technologies if the uses and benefits are

clear to them and thus should be considered as active

participants in digitalisation.

ACKNOWLEDGEMENTS

The authors thank all participants for their openness

in sharing their experiences on using WhatsApp. This

study received funding by the Swiss National Science

Foundation (no. 10DL11_183117 / 1).

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