Problem: they don't know what online, internet, email, scanning and emailing is. Not joking, they really don't know ANYTHING about computer. And, worst thing, they don't want to learn about it.
That's not always true. Not long ago, at the grocery store, an old lady in front of me at the cashier's desk was asking them about the shop's loyalty point system, said she didn't have her membership card with her, and asked if she could claim her points on the chain's website (yes) and what keyword she should search for to find the right page.
It's 2012.