温暖在场:面向老年人数字素养提升的温暖专家概念解析与协同机制OACHSSCD

[Purpose/Significance]Against the backdrop of digital-intelligence convergence and accelerating popula-tion ageing,the enhancement of older adults'digital literacy faces the dual challenges of technological complexity and insufficient emotional support.Traditional support models often fail to address the psychological barriers and trust deficits that older adults encounter during digital inclusion.To address this issue,this study introduces the concept of Warm Expert to explore the internal collaborative mechanisms of their affective and cognitive dimensions,as well as the external colla-borative pathways involving actors across multiple fields in fostering digital literacy among older adults.[Method/Process]Employing a theoretical integration strategy,this study conducted a systematic literature review covering representative studies from the Web of Science Core Collection(2005-2024)to trace the conceptual evolution of the Warm Expert.By coupling the Stereotype Content Model(SCM)from social psychology—specifically the Warmth-Competence dimensions—with a sociological typological analysis framework(comprising Where,Who,What,How,and Why),this study ana-lyzed the role characteristics and information practices of Warm Expert across three distinct domains:familial,social,and institutional.Specifically,it examined how diverse subjects,ranging from family members and community volunteers to digital agents,leverage the synergy of Warmth(emotional support)and Competence(technical skills)to facilitate digital inclusion.Furthermore,the study investigated the dynamic interactions between these subjects and the heterogeneous needs of older adults in specific scenarios.[Result/Conclusion]The findings reveal that Warm Expert has evolved from an informal supporter within the familial domain into a multi-agent,multi-domain collaborative digital support network.Spe-cifically,the study uncovers a distinct dual-pathway mechanism.First,internally,a Structural Coupling effect is identi-fied:warmth functions as an affective buffer to dismantle older adults'specific psychological barriers,such as technology anxiety and the fear of losing face,while competence serves as a cognitive scaffold to provide precise,step-by-step techni-cal guidance.This synergy ensures that emotional trust effectively translates into digital skill acquisition,transforming older adults from passive recipients to active digital agents.Second,externally,the support network has expanded to inte-grate familial(offering trust-based emotional companionship),social(facilitating collective learning and community resi-lience),and institutional(ensuring professional,standardized assistance)domains.Crucially,looking forward,the paper proposes a paradigm shift toward human-machine Synergy.In this stage,generative AI functions as a non-human warm expert to deliver scalable,always-on technical support,while human experts focus on complex emotional guidance and ethical oversight.These findings not only offer a novel theoretical lens for global digital inclusion research but also provide actionable guidelines for policymaking and designing inclusive,aging-friendly digital ecosystems.