There is a YouTuber, a grandmother named Park Mak-rye, who is loved by many people for her various challenges, regardless of age. Recently, a video of Mrs. Park Mak-rye received much attention. This was a video clip that showed the grandmother having trouble choosing the menu she wanted when placing an order with an unmanned kiosk at a fast food restaurant. Some people welcome the convenience of unmanned systems and digitalization, but others cannot laugh at the change. Let’s look at the digital divide created by unmanned systems and digitalization. -Ed.


  Entering the Fourth Industrial Revolution Era, various unmanned systems are being developed. An unmanned system is a system that can provide ‘untact(no contact)’ services in many ways, such as information transfer and payment, through machines. As digitalization progresses, these unmanned systems are easily accessible in daily lives. For example, they include unmanned kiosks of fast food restaurants like McDonald’s, Lotteria, airport self-check-in machines, unmanned bus ticket reservation machines, and self-service banks. As the number of unmanned systems has increased, it has gradually become an era where people use ‘untact’ services through machines instead of people. With the development of technology, users of unmanned systems can use the services without experiencing an employee’s countenance   and save time by reducing the speed of orders. Also, employers Introducing Unmanned Systems in the shop also respond positively to using unmanned systems due to a reduction in costs, including personnel expenses, and improved customer satisfaction measurements.

  However, people might notice that the front of an unmanned ticket machine is empty while the ticket office with a bus terminal employee has a long line, and people who hang around in front of an unmanned order machine in restaurants and go back to home are a common sight. Why can’t an unmanned system be adequately used by everyone? The CBT listened to the opinions of people who experienced the unmanned systems. Lee Soon-Ja(Cheongju, 58), who went to a Vietnamese rice noodle restaurant with an unmanned order machine, said, “When I entered the store, I was uncomfortable because there were only kitchen staff and no one was there to explain or respond to questions.” She stated that no one explained how to use the unmanned system, and the menu was so crowded that she ended up leaving the store without ordering. Gam Kang Min(Cheongju, 22), an employee in a fast-food restaurant, said, “With the introduction of unmanned systems, fewer counter staff are available, it is difficult to deal with customers who have trouble in using unmanned machines during busy hours. As a result, sales and service quality seem to be declining.” Through these interviews, CBT received a feedback that an unmanned system is not used conveniently by everyone.

  As the introduction of unmanned systems has spread, some people are left out, and this is becoming a social problem. The younger generations in their 20s and 30s are satisfied with the convenience of the unmanned system, but the elderly who are unaccustomed to machinery have difficulty using the service itself. Some older people are so scared of new technology that they don’t even try to use it, and others who are often trying to challenge the unmanned system read other’s countenance and give way to the next person or almost ask for services directly to employees due to poor manipulation. Even in busy shops, they are often given unsatisfactory treatment from employees. According to the National Information Society Agency, the level of digital informatization of the elderly rose 4.3 percent year-on-year to 58.3 percent but was still significantly lower than that of the younger generation. In statistics of digital informatization levels by age, people in their 50s failed to reach 100, the average level of the general public, and those in their 70s and older did not exceed 20 percent. Actually, in some cases, middle-aged people who use smartphones could not receive services due to the variety of menus and complicated operation methods of unmanned systems. Recently, off-line store employers are all introducing unmanned systems in the shop to cut down personnel expenses because of raising the minimum wage. Also, services and benefits available only with smartphone apps for young customers are increasing. However, the devices to protect the rights of the elderly due to a digital information gap are lacking. Because of digitalization, the underprivileged elderly not only cannot use services but suffer from depression and isolation themselves.

  As technology advances and unmanned systems enter people’s daily life, the digital divide becomes not just a phenomenon, but one of the social problems which people should resolve. According to an increase of unmanned technology developed through digitization, efforts to resolve the digital divide of the elders have emerged. First, digital education classes for helping the elders’ use of new devices like smartphones or the internet have increased. These classes are so popular in people over 70s or older, so that exceed the classes’ quota. Also, some of the fast-food restaurants like Lotteria provide ‘call button’ which can ask staff for help when people experience discomfort while using Order Kiosk. Another example of reducing digital divide is ‘present’ function of Korailtalk (mobile app of booking train tickets). Digital isolation of the elders also happens when reserving tickets. For example, young generation can book their train tickets easily by using a mobile app instead of going directly to the station. However, the elders who aren’t good at using smartphone can’t book their tickets by mobile app. Therefore, they have to go to the station directly, and most of them get standing seat tickets instead of sitting seats. To reduce these kinds of inconveniences Korail, the railroad company, makes the present function to its app.

  However, these examples are just temporary expedients. The example of the present function of Korailtalk app isn’t enough to resolve the digital divide of the elders because it is just a roundabout way that the elders rely on young people. Also, in the fast-food restaurants, people cannot find the employees but signs that said ‘Only Unmanned Kiosk can be used now’ is remained during off hours. When customers see the signs that said use the unmanned kiosk, it is easy to think that they can’t order to an employee and must use the kiosk. In short, under the convenience made by unmanned technology and digitization, attention and efforts about the information disadvantaged group have been increased but solutions to reduce the digital divide.

  Yoon Sang-yong, a professor in the Dept. of Child Welfare, said, “As the world changing rapidly, sometimes I felt unmanageable. It may be much harder for the elders to catch up with the digitization. When I find the unmanned kiosks in some franchise stores, an inevitable question that if the elders could use the kiosks by themselves comes to mind. Also, many people feel difficulties while making public transportation reservations and financial transactions. People can’t stop the flow of world-changing caused by a development of technology. However, it is necessary to consider the underprivileged when expanding the unmanned kiosk. Especially, the indicators which National Information society Agency announced showed that not only the elders but also the disabled, the poor and the multicultural family experienced the digital divide too. Social consideration for these people is also required.”

  He also mentioned countermeasures about the digital divide. He said, “First, the franchise stores need to hire more employees so that some of the stores can be operated like the existing store. Also, not only supplying equipment and education but also the services should be provided by human resources. This must be offered to the neglected class of people. Some Seniors Welfare Centers provide the digital education classes, but the classes aren’t very efficient because of the time-space constraint and the speed at which technology develops. Therefore, service through people should be provided for the time being. Additionally, although the digitalization is unstoppable when making the applications or unmanned systems, people should adopt universal design to them so that the neglected can use them directly without additional training.”

  When considering the development of technology and reducing personnel expenses, the spread of unmanned technology and digitization is the unavoidable wave. However, as this society rapidly becoming an aging society and the proportion of the elders is increasing, the digital divide can cause a generational conflict. Therefore, people should know that new technology isn’t comfortable and convenient for everyone and should provide enough consideration and time to adapt. People should make a society where everyone can deal with the latest technology comfortably by providing the reliever of the elders due to the widening digital information gap.

By Park Se-hoon | sh39@cbnu.ac.kr
By Kim Chae-yeon | cy39@cbnu.ac.kr