We’re living in a digital age powered by AI, cloud-based platforms, and ever-evolving software solutions. As a Customer Manager at Proof Positive, a SaaS product designed to simplify and support our clients’ processes, I’ve seen first-hand how online systems can transform organisations. But I’ve also seen something else: a growing disconnect between innovation and capability.
Not everyone is ‘digitally native’.
Many of us learned our IT skills on the job, not in school. In fact, I began my working life before computers became commonplace in the office. My learning has been shaped by experience, not formal training, and I know I’m not alone. Yet increasingly, we expect staff to jump into new systems and tools without hesitation or help.
There’s a persistent myth that if you own a smartphone, you’re tech-savvy. The reality is much more nuanced. Many people, especially in roles that haven’t traditionally relied on IT, lack confidence in even the most basic digital skills. That’s not a failing on their part; it’s a failing of assumption.
Why skills audits matter
Too often, organisations roll out new systems without taking stock of their team’s actual digital capability. A skills gap analysis is seen as optional when it should be essential. Without it, we risk confusing, overwhelming, and ultimately discouraging the very people we rely on to make these systems work.
It’s not about dumbing down. It’s about building up. By understanding where people are starting from, we can help them get where they need to go, whether that’s through practical support, clear communication, or tailored training.
Acronyms ≠ clarity
One of my biggest frustrations is hearing people speak in endless acronyms or jargon, unaware their audience is lost. It’s not clever – it’s counterproductive. At Proof Positive, we’ve learned to keep things simple and human. We design intuitive platforms and communicate in ways that make sense to the people using them.
In fact, one of the roles I’ve naturally taken on over the years is acting as a translator between developers and customers. It’s amazing how often confusion comes down to language, not capability. Bridging that gap is a key part of successful system adoption.
Let’s build confidence, not confusion
There are great resources out there, BBC Bitesize, for instance, offers excellent foundational material in digital and core workplace skills. But awareness and accessibility are still barriers. Employees won’t seek help if they’re afraid to admit they need it. That’s why organisations need to lead with empathy, not expectation.
If your organisation is introducing digital tools or systems, start with your people. Have you asked if they’re ready? Have you provided support that meets them where they are? Success starts with skills and confidence.
At Proof Positive, we help organisations make the transition smoother, more successful, and more human. From intuitive design to accessible language, we work with you and your team to ensure your systems empower rather than exclude.
👉 Contact us here to find out how we can support your team’s digital journey.
Debra Hicks, Customer Success Manager
Proof Positive