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Don't let the word "digital" fool you in all this talk about how difficult it is for digital natives and digital immigrants to communicate. The truth is that this generational gap between the so-called digital natives (the generation of people born during or after the rise of digital technologies) and the digital immigrants (people born before the advent of digital technology) doesn't actually have to do with technology. The real issue is that the two worldviews that they represent are so different.

Today's banks must be able to market to so-called digital natives - twenty-somethings who grew up with computers in the house, phones in their pockets, and a Facebook page to chronicle their exploits. For them, checking balances and paying bills online is not a convenience - it is banking. They may make the rare branch visit to address a problem, but they'd much prefer handling those issues via FaceTime, if only their banks could get their act together and make that service available.