O surgimento de novas Tecnologias da Informação e Comunicação (TIC) tem levantando diversas análises e estudos sobre as relações sociais na atualidade. O acesso aos recursos tecnológicos se constitui em um forte instrumento de dominação, uma vez que não está ao alcance de todos. Um dos mecanismos criados na tentativa de minimizar a exclusão digital são os chamados telecentros comunitários, que disponibilizam acesso às tecnologias por parte da população menos privilegiada. É uma ação bastante empregada nos programas de Inclusão Digital da cidade de São Paulo - SP que possui somente 25,47% de sua população incluída digitalmente. Esta pesquisa se configura como um estudo de caso, realizado em um telecentro localizado na Zona Leste de São Paulo e teve como objetivo investigar se este equipamento pode ser compreendido como um espaço de Educação Social. A pesquisa de campo foi realizada por meio de questionário semi-estruturado, com amostra de 115 usuários. A análise dos dados coletados indicou que existe aprendizagem de dois tipos de conteúdos no local: informática e relações sociais mediadas ou não pelo computador. Os conteúdos aprendidos apontaram a especificidade da Educação no telecentro a cultura digital. Embora tenha sido possível verificar melhora na utilização dos recursos tecnológicos com o telecentro, o estudo aponta a necessidade de um projeto político e pedagógico como mecanismo para otimizar as ações desenvolvidas no local, pontuando que este trabalho, longe de ser caracterizado por uma prática não-formal, tem objeto próprio e é intencional. / The appearance of new Information and Communication Technologies has been discussed in several analyses and studies about the social relations in the present. The access to these technologies can be considered as a strong instrument of domination because a lot of people dont have means to benefit from these resources. The telecentres are a manner to reduce the digital exclusion because they allow the destitute population to have access technologies. This project has been widely introduced in São Paulo city, where only 25,47 % of the population is digital included. This research is a case study done in a telecentre located in the East side of São Paulo and aimed to investigate whether telecentres could be considered a place of Social Education. The field work was carried out through a semi-structured questionnaire applied to a sample of 115 users of the telecentre. The analysis of the collected data indicated the existence of two different types of learning contents: computer science and social relations mediated by the computer or not. The obtained contents showed the specificity of the Education in the telecentre: the digital culture. Though it has been possible to verify advances in the use of technological resources, this study points to the necessity of a political and pedagogical project which has the intention to optimize the actions developed there. It demonstrates that the Education developed in the telecentre is not a nonformal practice because it is intentional and has a proper object.

Is it unavoidable fact that the interface of a program will change when the program is updated. It is a well-known problem that such changes lead to usability issues, even if the new interface in itself is usable. In increasingly digitalized society where using computers and the Internet is no longer a matter of interest, but a necessity to manage everyday life, it is important that older generation is included in the rapid development. Older adults generally suffer from physical, motor and cognitive decline that can create barrier to using computers. Changing interface can be particularly problematic for this age group, and a smooth transition from the old interface to the new one is needed. Fifteen older and five younger computer users were recruited, to study how a drastically modified computer interface influences older adults as computer users. Internet Explorer 10 for Windows 8 was used as testing software for the case study where the participants were asked to conduct a series of tasks to observe the effects of first time experience with the new interface. The attitudes and the emotions towards the new interface, as well as the difficulties encountered during the first time use were studied in the thesis. The result showed the clear difference between the younger and older participants. Older participants generally had a more positive attitude towards the new browser, even though they encountered more difficulties during the test. The younger participants managed to complete the tasks with less assistance, but were skeptical towards the new interface. Despite the differences in the emotional reactions, both groups were reluctant to update to the new interface, which was shown to be particularly problematic for older participants. The result of the study indicates that an interface that undergoes major restructuring is most likely to be problematic for senior computer users. Thus, there is a need for a bridging strategy between the old and the new interface.

The parallel between e-government and e-Inclusion research are critically important. It helps to understand how policies, society, organizations, and information technologies come together and it also helps to understand how the e-Inclusion factors impact e-government use and vice versa. This study attempts to explore the theoretical and practical intersections of e-Inclusion and e-adoption (Particularly e-government) and to show how they complement and possibly enrich the potential of e-Inclusion research. The rationale for this approach is that combining research on e-Inclusion and e-government has the potential to better understand the factors influencing e-Inclusion since they both share a common theme of Inclusive e-government. The aim of this research is to examine the factors that influence e-Inclusion in the context of e-government in the UK, through combining the decomposed theory of planned behaviour with Use and Gratification Theory (U&G). These two theories are used to develop a conceptual model for studying the multi-facetted dimensions of e-Inclusion. The two theories are chosen because of their appropriateness for e-Inclusion research; the critical factors that influence e-inclusion can be covered by (DTPB) constructs while the individual’s gratifications that determine using specific Internet activities is covered by (U&G) To fulfil the research aim and objectives, a quantitative research method was employed. The research subjects were citizens who are Internet users. Their views were sought through a survey that included 510 self-administered and group-administrated questionnaires. The conceptualisations of e-Inclusion and e-government have important implications for both researchers and policymakers. For researchers, this study delineates the complex and recursive relationships between e-Inclusion and e-government contributing towards the exiting limited body of knowledge in the field. For practice, it offers directions to help create a more comprehensive strategy that takes into consideration the alignment of e-government initiatives and e-inclusion policies.

O surgimento de novas Tecnologias da Informação e Comunicação (TIC) tem levantando diversas análises e estudos sobre as relações sociais na atualidade. O acesso aos recursos tecnológicos se constitui em um forte instrumento de dominação, uma vez que não está ao alcance de todos. Um dos mecanismos criados na tentativa de minimizar a exclusão digital são os chamados telecentros comunitários, que disponibilizam acesso às tecnologias por parte da população menos privilegiada. É uma ação bastante empregada nos programas de Inclusão Digital da cidade de São Paulo - SP que possui somente 25,47% de sua população incluída digitalmente. Esta pesquisa se configura como um estudo de caso, realizado em um telecentro localizado na Zona Leste de São Paulo e teve como objetivo investigar se este equipamento pode ser compreendido como um espaço de Educação Social. A pesquisa de campo foi realizada por meio de questionário semi-estruturado, com amostra de 115 usuários. A análise dos dados coletados indicou que existe aprendizagem de dois tipos de conteúdos no local: informática e relações sociais mediadas ou não pelo computador. Os conteúdos aprendidos apontaram a especificidade da Educação no telecentro a cultura digital. Embora tenha sido possível verificar melhora na utilização dos recursos tecnológicos com o telecentro, o estudo aponta a necessidade de um projeto político e pedagógico como mecanismo para otimizar as ações desenvolvidas no local, pontuando que este trabalho, longe de ser caracterizado por uma prática não-formal, tem objeto próprio e é intencional. / The appearance of new Information and Communication Technologies has been discussed in several analyses and studies about the social relations in the present. The access to these technologies can be considered as a strong instrument of domination because a lot of people dont have means to benefit from these resources. The telecentres are a manner to reduce the digital exclusion because they allow the destitute population to have access technologies. This project has been widely introduced in São Paulo city, where only 25,47 % of the population is digital included. This research is a case study done in a telecentre located in the East side of São Paulo and aimed to investigate whether telecentres could be considered a place of Social Education. The field work was carried out through a semi-structured questionnaire applied to a sample of 115 users of the telecentre. The analysis of the collected data indicated the existence of two different types of learning contents: computer science and social relations mediated by the computer or not. The obtained contents showed the specificity of the Education in the telecentre: the digital culture. Though it has been possible to verify advances in the use of technological resources, this study points to the necessity of a political and pedagogical project which has the intention to optimize the actions developed there. It demonstrates that the Education developed in the telecentre is not a nonformal practice because it is intentional and has a proper object.

To obtain the purpose of this study, three following questions were asked:● How are three government agencies working with the transition to the increased amount of digital services?● What effects does digitalization have on the selected authorities?● How do they counteract the risk that some individuals will find it difficult to take advantage of the authorities services at a time when an increased amount of work is being transferred to digital forms?Since digitalization of the public sector first occurred around the year of 2010 in Europe, Sweden has been one of the frontrunners in the development of digitalizing their public sector. Despite Sweden’s good use of digitalization it is clear that a digital divide exists in the northern country within different public authorities. The main purpose of this study is to describe how the Swedish authorities; the Swedish Tax Agency, the Swedish social insurance agency and the Swedish pensions agency include the excluded target groups and individuals who are within the digital divide. This was formed following the increased digitalization of self-service services. The purpose is also to see the similarities and differences between the authorities linked to theories and strategies. The empirical material has been collected from interviews and previous research. The method used in this study is a qualitative and comparative approach to successfully investigate differences between the selected authorities. The main conclusion is that there is a clear digital divide, especially within the older target group. As for the effects of the digitalized public authorities, some of the advantages refer to cost-benefits and a more open, efficient and accessible authorities. Although there are also disadvantages such as risks to unsee/miss important details in individual cases and that the selected authorities indirectly fail their social responsibility: to include all citizens. The authorities combine personal meetings with digital services to minimize the digital divide.

While most Swedish citizens take advantage of the numerous benefits and conveniences today’s digitalized society offers, many senior citizens are digitally excluded. It is considered that a lack of digital technological knowledge is a big contributing factor. The lack of knowledge and experience with digital technology manifests into different types of fear, where fear of falling victim to cybercrime is the most prevalent. Phishing is a common cybercrime, which is still successfully employed by cybercriminals regardless of the various security measures and information available. Senior citizens are especially vulnerable, as phishing can be hard to recognize for less technical people. To combat this, education designed for increasing a user’s cybersecurity awareness is crucial. However, as cybersecurity can be a complex topic, there is a need for simplifying it and delivering related education in a meaningful way. This is where the method ContextBased MicroTraining (CBMT) comes in. For this thesis, a browser add-on called WebSec Coach, which utilizes the CBMT framework, is used as a tool to investigate how CBMT can support Swedish senior citizens in increasing their cybersecurity awareness regarding phishing. This was examined by conducting semi-structured interviews with eight respondents, from the age of 65 and up, that possessed some level of previous computer literacy. The results were then analyzed using thematic analysis, which showed that CBMT implemented in an embedded learning tool, like WebSec Coach, increased the cybersecurity awareness regarding phishing for all respondents. Regardless of the small sample size, the results in combination with previous research point to CBMT being a directly effective method in increasing cybersecurity awareness. Furthermore, the results showed that all respondents perceived WebSec Coach positively and were interested in using it themselves after the interviews. This indicates a potential acceptance amongst senior citizens, provided that the application reaches that target group.

Submitted by VANESSA PEREIRA DO NASCIMENTO (vanessapn@gmail.com) on 2018-08-22T23:52:32Z No. of bitstreams: 1 Mestrado_Vanessa Pereira.pdf: 2147127 bytes, checksum: e7ec86dca571dc9afdc02e5f37b46e7c (MD5) / Approved for entry into archive by Laura Mariane de Andrade null (laura.andrade@ia.unesp.br) on 2018-08-23T00:17:01Z (GMT) No. of bitstreams: 1 nascimento_vp_me_ia.pdf: 2147127 bytes, checksum: e7ec86dca571dc9afdc02e5f37b46e7c (MD5) / Made available in DSpace on 2018-08-23T00:17:01Z (GMT). No. of bitstreams: 1 nascimento_vp_me_ia.pdf: 2147127 bytes, checksum: e7ec86dca571dc9afdc02e5f37b46e7c (MD5) Previous issue date: 2018-06-26 / Nesta pesquisa são apresentadas relações entre arte/educação e tecnologias contemporâneas no contexto da educação não formal. A partir das ações culturais realizadas pelo projeto de cultura digital Laboratórios Interativos Nômades para Criatividade e Experimentação (LINCE), sobretudo na zona leste da cidade de São Paulo, o desenvolvimento de um posicionamento crítico frente as tecnologias contemporâneas é relacionado a sua desmistificação e a experiência estética. A necessidade de políticas públicas de inclusão que desenvolvam a postura crítica do indivíduo, não se limitando apenas a oferta de acesso à internet é relacionada a exclusão digital e a exclusão cultural. A desmistificação dos dispositivos tecnológicos e a aprendizagem dos meios de produção são relacionadas ao empoderamento digital, processo que inclui o desenvolvimento de uma relação sensível com as tecnologias contemporâneas por meio da experiência estética. / In this research, the relation between art education and contemporary technologies is presented in a non-formal education context. Based on the cultural actions carried out by the Nomadic Interactive Laboratories for Creativity and Experimentation (LINCE) digital culture project, especially in the eastern part of the city of São Paulo, the encouragement of critical thinking when exposed to contemporary technologies is related to its demystification and aesthetic experiences. The need for public inclusion policies that develop the individual's critical stance, not limited to the provision of Internet access, is related to digital exclusion and cultural exclusion. The demystification of technological devices and learning about the means of production are related to the digital empowerment, a process that includes the development of a sensitive relationship with contemporary technologies through aesthetic experience.

Investiga a percepção dos usuários sobre a usabilidade do sistema de auto-atendimento bancário. Contextualiza as TIC e a sua utilização no cenário sócio-econômico e cultural da contemporaneidade, alertando para a gravidade do problema da exclusão digital e a importância da usabilidade na promoção da inclusão. Destaca aspectos da sociedade da informação e as transformações ocorridas no cenário mundial em áreas como educação e trabalho. Aborda o problema de forma qualitativa. Como instrumentos de coleta de dados utiliza o levantamento bibliográfico e a entrevista semi-estruturada. Evidencia a pesquisa empírica realizada na Agência Chapecó, da Caixa Econômica Federal, em Chapecó-SC, que além dos usuários do sistema de auto-atendimento bancários, abrange atendentes e representante da instituição financeira. Conclui que os usuários enfrentam problemas na utilização dos referidos equipamentos e as dificuldades percebidas pelos entrevistados indicam a necessidade de melhorias na usabilidade dos terminais, como também, reforçam as considerações sobre os processos de inclusão digital, que devem priorizar muito mais do que a mera disponibilização das Tecnologias da Informação e Comunicação para as pessoas. As conclusões remetem à gravidade do problema da exclusão digital e à necessidade de iniciativas eficazes para combatê-lo. / Investigates the perception of users on the usability of the system of self-service banking. Context and use of ICT in socio-economic scenario and the contemporary cultural, warning of the seriousness of the problem of digital exclusion and the importance of usability in promoting inclusion. Highlights aspects of the information society and the changes in the world in areas such as education and work. Addresses the problem in quality. As instruments for data collection using the bibliography and semi-structured interview. Shows the empirical research conducted in the Agency Chapecó, the Caixa Economica Federal in-Chapecó SC, that apart from users of the system of self-service banking, covers attendants and representative of the financial institution. That users face problems in the use of such equipment and the difficulties perceived by the interviewees indicated the need for improvements in usability of the terminal, but also reinforce the considerations on the processes of digital inclusion, which should prioritize more than the mere provision of Information and Communication Technologies for people. The conclusions refer to the seriousness of the problem of digital exclusion and the need for effective initiatives to combat it.

Investiga a percepção dos usuários sobre a usabilidade do sistema de auto-atendimento bancário. Contextualiza as TIC e a sua utilização no cenário sócio-econômico e cultural da contemporaneidade, alertando para a gravidade do problema da exclusão digital e a importância da usabilidade na promoção da inclusão. Destaca aspectos da sociedade da informação e as transformações ocorridas no cenário mundial em áreas como educação e trabalho. Aborda o problema de forma qualitativa. Como instrumentos de coleta de dados utiliza o levantamento bibliográfico e a entrevista semi-estruturada. Evidencia a pesquisa empírica realizada na Agência Chapecó, da Caixa Econômica Federal, em Chapecó-SC, que além dos usuários do sistema de auto-atendimento bancários, abrange atendentes e representante da instituição financeira. Conclui que os usuários enfrentam problemas na utilização dos referidos equipamentos e as dificuldades percebidas pelos entrevistados indicam a necessidade de melhorias na usabilidade dos terminais, como também, reforçam as considerações sobre os processos de inclusão digital, que devem priorizar muito mais do que a mera disponibilização das Tecnologias da Informação e Comunicação para as pessoas. As conclusões remetem à gravidade do problema da exclusão digital e à necessidade de iniciativas eficazes para combatê-lo. / Investigates the perception of users on the usability of the system of self-service banking. Context and use of ICT in socio-economic scenario and the contemporary cultural, warning of the seriousness of the problem of digital exclusion and the importance of usability in promoting inclusion. Highlights aspects of the information society and the changes in the world in areas such as education and work. Addresses the problem in quality. As instruments for data collection using the bibliography and semi-structured interview. Shows the empirical research conducted in the Agency Chapecó, the Caixa Economica Federal in-Chapecó SC, that apart from users of the system of self-service banking, covers attendants and representative of the financial institution. That users face problems in the use of such equipment and the difficulties perceived by the interviewees indicated the need for improvements in usability of the terminal, but also reinforce the considerations on the processes of digital inclusion, which should prioritize more than the mere provision of Information and Communication Technologies for people. The conclusions refer to the seriousness of the problem of digital exclusion and the need for effective initiatives to combat it.

Investiga a percepção dos usuários sobre a usabilidade do sistema de auto-atendimento bancário. Contextualiza as TIC e a sua utilização no cenário sócio-econômico e cultural da contemporaneidade, alertando para a gravidade do problema da exclusão digital e a importância da usabilidade na promoção da inclusão. Destaca aspectos da sociedade da informação e as transformações ocorridas no cenário mundial em áreas como educação e trabalho. Aborda o problema de forma qualitativa. Como instrumentos de coleta de dados utiliza o levantamento bibliográfico e a entrevista semi-estruturada. Evidencia a pesquisa empírica realizada na Agência Chapecó, da Caixa Econômica Federal, em Chapecó-SC, que além dos usuários do sistema de auto-atendimento bancários, abrange atendentes e representante da instituição financeira. Conclui que os usuários enfrentam problemas na utilização dos referidos equipamentos e as dificuldades percebidas pelos entrevistados indicam a necessidade de melhorias na usabilidade dos terminais, como também, reforçam as considerações sobre os processos de inclusão digital, que devem priorizar muito mais do que a mera disponibilização das Tecnologias da Informação e Comunicação para as pessoas. As conclusões remetem à gravidade do problema da exclusão digital e à necessidade de iniciativas eficazes para combatê-lo. / Investigates the perception of users on the usability of the system of self-service banking. Context and use of ICT in socio-economic scenario and the contemporary cultural, warning of the seriousness of the problem of digital exclusion and the importance of usability in promoting inclusion. Highlights aspects of the information society and the changes in the world in areas such as education and work. Addresses the problem in quality. As instruments for data collection using the bibliography and semi-structured interview. Shows the empirical research conducted in the Agency Chapecó, the Caixa Economica Federal in-Chapecó SC, that apart from users of the system of self-service banking, covers attendants and representative of the financial institution. That users face problems in the use of such equipment and the difficulties perceived by the interviewees indicated the need for improvements in usability of the terminal, but also reinforce the considerations on the processes of digital inclusion, which should prioritize more than the mere provision of Information and Communication Technologies for people. The conclusions refer to the seriousness of the problem of digital exclusion and the need for effective initiatives to combat it.