Cybersecurity-related support needs and challenges incurred by informal support: a study among Estonian home users

Abstract Estonia, recognized for its robust e-services and cybersecurity, currently lacks a dedicated cybersecurity support service for laypeople to address private cybersecurity issues. Instead, citizens rely primarily on friends and family for assistance. This study explores the cybersecurity support needs of Estonian home users, analyzing the concept of “cybersecurity caregiving,” where individuals offer voluntary, informal cybersecurity help. Using a mixed-methods approach, the study conducted seven interviews and surveyed 161 participants, broadly reflecting Estonia’s demographic makeup. Key findings indicate that users seek support primarily in cyber incident handling and situational awareness, with desired support characterized by accuracy, speed, accessibility, understandability, and cost-free availability. However, informal support often lacks accuracy and promptness, highlighting a gap that a professional support service could address. Additional findings reveal demographic-based risk patterns, where younger users, high-frequency internet users, and men report higher anticipation of poor advice, while women report dependency on cybersecurity caregivers. The study underscores the need for (1) education on personal cybersecurity priorities and self-reliance in cybersecurity; (2) empowering cybersecurity caregivers with resources; and (3) establishing a professional cybersecurity support services. It makes recommendations to bolster Estonia’s cyber resilience and proposes potential future research to address gaps for non-Estonian speakers and minors.