McKenna Institute Blog

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Listening to what New Brunswickers are actually saying about technology

Since I joined the McKenna Institute in November, my focus has been on three things: get to know the team, understand the immense amount of work they have accomplished throughout the four years since its inception in 2021 and reconnect with New Brunswickers to understand the most pressing opportunities for digital growth as we build the next chapter.

The McKenna Institute was founded with the guiding belief of using technology to fuel economic growth and social progress in New Brunswick. Since then, the Institute has promoted technology adoption across the province with over 50 projects on the go tied to developing the talent and infrastructure that will be necessary to ensure economic prosperity for decades to come.

In the next chapter, we want to build on that foundation and we’re starting by listening. Conversations across the province with industry leaders, community members, business owners, educators and government officials are helping us understand where digital tools are delivering real value and where barriers remain.

This listening tour is shaping the next chapter of the McKenna Institute’s work, helping us focus on where growth potential is strongest and where more support and conversation is needed. That means focusing on initiatives that meet people where they are: supporting workers as they build digital skills, helping traditional industries apply new tools in practical ways or working with communities to reduce the fear and friction that often come with change.

Since beginning this listening tour, I’ve been struck by how consistently these conversations return to people and to the barriers they face in adopting technology in their lives and businesses. Many don’t know what they need, and even when they do, they aren’t sure where to turn for help. Others don’t clearly understand what technology adoption is meant to deliver for them. Some know training exists, particularly around AI, but still don’t feel comfortable using the tools themselves. Many feel pressure to adopt technology without feeling ready or willing. And many have dipped their toe in the AI world by using ChatGPT here and there.

A refrain I’ve heard a few times is, “My children know how to use this technology, but I never will.”

What’s been most striking is the honesty. People talk openly about feeling intimidated, confused, pressured, and overwhelmed. These aren’t failures of curiosity or ambition; they are human responses to change. And they raise an important question: are we approaching technology adoption, and particularly AI, in the right way?

What I’m hearing suggests there is significant room for improvement. We talk a great deal about outcomes like productivity, efficiency, and competitiveness but far less about the experience of getting there. We don’t spend enough time on how people learn, how long it takes to build confidence, or how uncomfortable that process can be. Too often, the people side of adoption isn’t even acknowledged, when it is in fact the deciding factor.

As adults, many of us are wired to avoid situations where we feel uncertain or exposed. We’re rewarded for competence and mastery, and we shy away from moments that make us feel behind or less capable. Learning new technology takes us down the path of unknown.

I was reminded of this in my own early adulthood, when I moved from Canada to Germany. Suddenly, even simple tasks like ordering a coffee or navigating daily conversations required effort and vulnerability. Not being able to communicate fluently was frustrating and, at times, isolating. There was no shortcut, no quick fix. Progress came only through repeated, uncomfortable practice.

I stayed with it because I had a clear motivation. I wanted to build relationships with my German in-laws, to communicate with ease and to access a future where I could work with the same confidence as I did when working in Canada. That experience has stayed with me, and it’s shaped how I think about technology adoption today.

Reflecting on what I’m hearing across New Brunswick, I wonder whether we’ve been clear enough about the motivation behind adopting new technologies. Beyond productivity, what is the promise? What does success actually look like for adults being asked to learn, adapt, and change?

This is where the work ahead starts to come into focus. If we want technology to truly take hold, we must start by acknowledging the human experience that comes with learning something new. Beyond a technical challenge, adoption takes time to become second nature. It requires patience, trust, and space for people to build assurance. When we focus only on outcomes and not on how people get there, we risk leaving too many behind.

We could wait and see what the future brings, or, we could collectively choose to write our own script right here for New Brunswick. We must lean into the task ahead of us by using tech as the tool, but people are the focus.

The McKenna Institute was founded with bold ambition in mind. If I imagine the future of New Brunswick, I would like New Brunswickers to develop a reflex to use technology across all ages, sectors, and regions. I would love to see New Brunswick move beyond feeling overwhelmed, embrace the tools at our disposal, and take the challenging path of learning needed to leapfrog into the future.

In the months ahead, this people-first lens will guide how we design programs, choose partnerships, and measure success. Results of time reduction, increased capacity and higher quality work will only surface when people are confident using technology. It’s about creating the conditions where people feel supported, capable and motivated to try. When we get that right, technology becomes less intimidating and more empowering.

Kathryn Lockhart is the executive director of the McKenna Institute at the University of New Brunswick.