Online scams, and in particular bogus technical support scams, are increasingly affecting senior citizens, who have become a prime target for cybercriminals. To better understand their digital vulnerabilities and identify protection levers, Microsoft has carried out a dedicated study.
Arnaud Jumelet, Security Manager at Microsoft France, presents us with the main findings and the actions to be taken to raise awareness, prevent and support older people in the face of digital risks.
Question 1: Could you tell us about the background to this study, and why you felt it was important to gain a better understanding of seniors’ relationship with digital technology?
Arnaud Jumelet: It’s common knowledge that online scams are on the increase. False technical support scams, in particular, have become the 3rd most frequent cyber threat in France, according to the latest Cybermalveillance.gouv.fr report. In fact, our Microsoft brand is one of the most frequently usurped by cyber crooks. This type of scam is spreading, and criminals are adopting ever more aggressive and lucrative modus operandi.
It seemed essential to us to analyze how the most vulnerable populations, often those furthest removed from digital uses, react to this type of threat. We wanted to assess their level of trust, their fears and their reflexes, because identifying their vulnerabilities enables us to design more effective awareness-raising and support initiatives. It’s also the best way to provide other generations with the keys to protecting and guiding their most vulnerable loved ones
Question 2: The study reveals that 76% of seniors express negative emotions when faced with a computer problem, and that only 16% know exactly what to do in the event of an online scam. What do you think these results tell us about the digital vulnerabilities of today’s senior citizens?
Arnaud Jumelet : These figures are telling, because they reveal two sides of the same coin.
On the one hand, there’s a lack of digital literacy, which translates into a lack of reflexes among this population. Most seniors don’t know how to react correctly to a digital incident: they risk making the wrong decisions, with potentially serious financial consequences.
On the other hand, they are psychologically fragile: lack of self-confidence and fear of doing the wrong thing lead them to act in a hurry, under stress.
These two factors (technical and emotional) explain why fake tech support scams are flourishing, and why seniors have become a prime target for cyber crooks, who exploit precisely these vulnerabilities.
When faced with a computer problem, seniors’ first reflex is often to turn to their nearest and dearest – children or grandchildren – for help. We can all think of a parent or elder in our circle who has contacted us in a hurry, sometimes with concern, when faced with a digital situation they couldn’t handle. Our study reveals that almost 40% of seniors call on a family member in the event of a computer problem, confirming the importance of more structured support.
Question 3: In view of these results, what actions or orientations would you like to encourage (in terms of awareness, prevention or support) to better protect and support seniors in the face of digital risks?
Arnaud Jumelet : The whole purpose of this study and the campaign we’re running revolves around three priorities: awareness-raising, prevention and support.
First, awareness-raising. By disseminating simple messages accessible to all, we aim to raise awareness among as many people as possible. In concrete terms, we have drawn up two practical information sheets: one for seniors themselves, and the other for their trusted younger relatives. The aim is to provide everyone with clear guidelines on how to recognize and react to this type of online scam.
Secondly, prevention. These sheets list the best reflexes to adopt if you – or someone close to you – is confronted with a fake technical support scam. Knowing, for example, that you should never call the number displayed on a suspicious alert, or that you should remember to take screenshots and report the incident, makes all the difference. Finally, support. In collaboration with Cybermalveillance.gouv.fr and the cybercrime unit of the Paris Public Prosecutor’s Office, we want to let seniors and their loved ones know that they are not alone in the face of these threats. They can count on dedicated support structures – to report scams, get help with the steps they need to take, and even lodge a complaint if necessary.
