How to … help silver surfers get more from the web

Adams says the key is to find out what people want to get out of the training. Start with a chat, to work out a goal. "We say, 'forget about computers, let's talk about you'. Their aim might be to send an email to their daughter, write to their MP, upload digital photos, make a birthday card or organise rotas in a spreadsheet."

There are dangers in avoiding the internet, she warns. "People who aren't online are progressively being disenfranchised. If you book a flight on the internet it's 50-80% cheaper than at a travel agent. If you go online, the largest section of the population – the over-50s – are under-represented and you end up with a situation where a smaller group of the population is listened to more."

There is some irony in this, Adams adds. "The sector of the population that most uses government services are the older age groups because they've got the time to look into them."

The internet also offers services that could enhance older people's lifestyles in particular. They can email their GPs, shop online, play games such as bridge and chess and join discussion forums, as well as watch films and listen to the radio. There are also lots of websites they may find useful (see Handy websites, below).

After working out your client's goals, you can move on to using a machine. But make sure you're using the same systems that your client has at home. "If you learn on Windows 98 but your computer is Windows XP, it can be confusing," says Adams. You may also want to produce information sheets or encourage people to take notes, especially if they have memory problems.

There are various gadgets for people with conditions such as arthritis or Parkinson's Disease or with visual impairments. It may be as simple as getting a larger mouse or a "big key" keyboard, or screen reader software that reads everything on the screen out loud.

Bear in mind that some people may be more comfortable with a keyboard than using a mouse, so give them all the spoken learning keyboard shortcuts instead.

Neighbours can be an invaluable source of encouragement to each other. "If it's a sheltered housing scheme, we try to bring everybody on the course round to the idea of getting their friends to learn too. This is a much more effective approach than saying 'you must do this'," Adams says.

Once you've got people started, give them a chance to absorb the new information. Adams advises leaving a week between each session for practising what what has been learned. Six weeks is about the right length for an introductory course.

She says many older people have been "delighted" to learn new skills. "I think a lot of people at first don't realise that the machine itself is almost by-the-by. It's about what's in the magic box," she says.