I read Russ� comments about the recent Ofcom Consumer Panel research with interest. As an independent Panel we welcome views on how we can get closer to the issues which really affect consumers. I think Russ is wrong to suggest we are overstating the research though. We set out to conduct an extensive piece of UK research which looks at what UK consumers understand about communications technologies and, moreover, what their concerns are. As far as we are aware, this is the most comprehensive piece of UK qualitative and quantitative research to-date in this field.

As an independent Panel, it is essential that we work from a bedrock of evidence and the research provides us with the data to do this. We did not undertake the research to reveal sensational news or to quiz consumers. Our objective was to get a clear picture of what consumers understand about the communications market and what their issues are. The reason we are doing this is to make sure that we highlight these concerns and, most importantly, work with industry and relevant consumer groups to encourage them to act on the findings and bring about change.

Again, I would disagree that the learning in this report is marginal. The research revealed some areas of real concern regarding particular user groups such as older people, low-income households and small businesses. It does matter that people feel frightened off by technical language used by this industry. If a quarter of SMEs say they don�t know where to turn to for advice on new technology, this is a very strong warning sign to industry to get closer to its customers. Why should we have to wade through manuals and understand the benefit of buying a new service � quite frankly I can�t be bothered to!

If we look specifically at older people, the research shows that they are amongst those most likely to feel disenfranchised from advances in communications technology and services. It may not be a surprise to you that awareness and understanding of communications technologies declines significantly with age, but it is extremely worrying that by age 65 only one in five people keeps themselves abreast of technological changes such as broadband and digital radio. It is surprising also that only two out of five older people own a mobile � that represents half the national average.

It is all well and good for �the younger generation� to engage in new technologies but the communications industry needs to make sure that all parts of society have the opportunity to use these services and products too.

We are not suggesting that this research reveals some sort of �holy grail�. But it is an important starting point from which we will be working with industry and relevant groups this year. We definitely intend to conduct more research in the future to track concerns and to gauge how effectively issues are being addressed.

The response to the research to date has been largely positive and we have already received interest form all around the world. We are not interested in confrontation, we are interested in highlighting serious issues and making sure that consumers get a fairer deal in the communications market place � and that means people over 65 too! After all that is our job, the Ofcom Consumer Panel exists to keep the Ofcom and the industry on track and focused on the issues which really affect today�s consumers.

~ Collette Bowe