How people use Internet, Libraries & Gov. Agencies for help

In Search of Solutions: How People use the Internet, Libraries, and Government Agencies to Find Help
by Leigh Estabrook, Professor Emerita, University of Illinois-Urbana-Champaign, Evans Witt, CEO, PSRAI, and Lee Rainie, Director, Pew Internet & American Life Project
December 31, 2007

A new survey by the Pew Internet & American Life Project in partnership with the University of Illinois -Urbana-Champaign challenges the assumption that libraries are losing relevance in the internet age.

Libraries drew visits by more than half of Americans (53%) in the past year for all kinds of purposes, not just the problems mentioned in the survey. And young adults in tech-loving Generation Y (age 18-30) led the pack. Compared with their elders, Gen Y members were the most likely to use libraries for problem-solving information and in general patronage for any purpose.

Furthermore, young adults are the most likely to say they will use libraries in the future when they encounter problems: 40% of Gen Y say they would do that, compared with 20% of those above age 30 who say they would go to a library.

The survey focused on the ways in which people use a variety of information sources to help them address common problems that are in some way related to government agencies and programs. Problems covered include: 1) dealing with a serious illness or health concern; 2) making a decision about school enrollment, financing school, or upgrading work skills; 3) dealing with a tax matter; 4) changing a job or starting a business; 5) getting information about Medicare, Medicaid, or food stamps; 6) getting information about Social Security or military benefits; 7) getting information about voter registration or a government policy; 8) seeking helping on a local government matter such as a traffic problem or schools; 9) becoming involved in a legal matter; and 10) becoming a citizen or helping another person with an immigration matter.

The survey's major findings include:

The internet is a go-to source. In general, more people turn to the internet (at home, work, libraries or other places) than any other source of information and support, including experts and family members. There was some variance in the results, depending on the type of problem people faced. Experts mattered most when people faced health problems; government agencies topped the list when information about specific programs was the concern.
Searchers usually end up satisfied. People tended to use two or three information sources in their quest and they generally report good results, especially when they consult government agencies, librarians, and the internet.

Libraries meet special needs. Young adults in Generation Y (age 18-29) are the heaviest users of libraries when face these problems. They are also the most likely library visitors for any purpose. Most of those who visit libraries to seek problem-solving information are very satisfied with what they find and they appreciate the resources available there, especially access to computers and the internet.

Digital divides matter. Compared with those who have broadband connections, people who do not use the internet or who only use dial-up connections have different problems and different search strategies when they face personal issues. We call this group the low-access population and they are less successful than those with high-access to the internet in getting the material they need to address these problems.

Government documents should be created and delivered in all shapes and sizes. A plurality of respondents said they prefer access to government documents on the internet, but significant numbers said they still would prefer to get printed government publications by mail or from government offices and libraries.

E-government is not an option, it's a necessity. The vast majority of Americans want and expect information about government programs to be available on the internet. People have different preferences for dealing with government, depending on the issue they face. They prefer to use the internet for information queries, but they want to use the phone or face-to-face visits to address more personal matters.

Results varied to some degree depending on the type of problem that people confronted. For instance, those who dealt with a health problem turned to experts more than any other source, followed by family and friends, and then the internet. And those with issues related to big government programs such as Social Security or Medicare were most likely to go directly to government agencies for help, rather than to the internet.

Most people were successful in getting information to help them address a problem no matter what channel they chose and no matter what problem they faced.

A major focus was on those with no access to the internet (23% of the population) and those with only dial-up access (13% of the population). This low-access population is poorer, older, and less well-educated than the cohort with broadband access at home or at work. They are less likely to visit government offices or libraries under any circumstances. And they are more likely to rely on television and radio for help than are high-access users.

This report is the fruit of a partnership of the University of Illinois -Urbana-Champaign and the Pew Internet & American Life Project. It was funded with a grant from the federal Institute of Museum and Library Services, an agency that is the primary source of federal support for the nation's 122,000 libraries and 17,500 museums.

Read the full report at
http://www.pewinternet.org/pdfs/Pew_UI_LibrariesReport.pdf