Google refuses to create a specific role for someone to oversee the issues of older users, who depend on Google for so many things but so often get the shaft and lose everything when something goes wrong with their accounts. Google should AT LEAST (I still think the role is crucial), be providing focused help resources and a recurring (at least monthly) blog to help this class of users (“Google for Seniors”, “Google Seniors Blog”).
This would all be specifically oriented toward helping these users deal with the kinds of Google Account and other Google problems that so often disproportionately affect this group.
This would be good for these users (who Google unreasonably and devastatingly considers to be an unimportant segment of their user base) and frankly good for Google’s PR in a highly challenging and toxic political environment.
I’m so tired of having so many people in this category approach me for help with account and other Google issues because they never understood the existing Google resources that, frankly, are written for a different level of tech expertise and understanding.
I have more detailed thoughts on this if anyone cares. No, I’m not holding my breath on this one.
–Lauren–