Asking the Public

Identifying the needs and views of members of the public is a key element in research and development projects. As part of the PLRP (Public Library Research Programme) funded project – The Value of Public Libraries in the Delivery of e-Government Services, Dublin City and Longford public libraries sought the views of the public on this topic. This consultation process took place during the June and July 2005. The following is a summary of the key findings.

Methods and Response Rates

This public consultation process relied on two research methods so as to capture the widest possible response within a short time-scale. The methods were:

1. Discussion groups targeting members of the public including those identified as "late adopters". Defined as "adults without Internet access or using it less than once a month". They include: women with home duties, retired people, tradesmen/skilled workers, workers in agriculture, forestry or fishing, the unemployed. Five focus groups were held in Dublin and Longford Locations, where attendance ranged from 3 to 11 participants with a combined total of 33 participants. While it proved challenging to achieve complete "late adopter" participation, retired or older members of the community were readily identifiable in terms of group participation.
2. A survey was distributed to a number of library and non-library locations. A total of 810 surveys were distributed to 18 locations: 5 Dublin Libraries, Longford Library network, 12 non-library Dublin locations e.g. community, unemployment and adult learning centres.

300 surveys were returned or 37% survey response rate achieved. The following are the key findings.

Key Findings

Category Finding: awareness of e-Government websites and services

• Awareness of e-Government websites and services amongst discussion group participants was divided between those with:
  - low awareness of services and
  - high awareness of services.
• 61.8% of survey respondents had visited an e-government website/service, of which, a lower number 49.8% from non-library locations had not previously used an e-government website and services. 

Category Finding: Awareness of the library as a place to find government information

• Discussion group participants emphasised the helpfulness and friendliness of staff in terms of service delivery.
• 60% of survey respondents viewed the library as a place to find government information. 

Findings indicated in Graph One below

• 60% of surveyed were aware of public library as a source of government information
• 40% of surveyed were unaware of public library as a source of government information

Graph One

Category Finding: Accessing e-Government websites and services

• 29.8% of all respondents access Internet resources from a library location and interestingly, 35.4% of respondents from non-library survey locations access Internet resources from a library location.
• The Longford discussion group highlighted access issues due to physical distance from the library.
• Discussion group member expressed the view that time restrictions on Internet use was a barrier to accessing services specifically the difficulty in getting immediate access to a PC. (This point is related to supply and demand).
• Convenient e.g. fast Internet connection was noted as important. 

Category Finding: Using e-Government websites and services

• Lack of "entry-level" computer skills hinders use of e-Government websites and services as noted by some discussion group members.
• Vast amount of information, currency of information, organisation and website navigation are usage issues noted by some discussion group members.
• Discussion group members requested that library printing costs should be reduced or printed free of charge for e-Government information.
• 69.6% of survey respondents were able to find what they were looking for on e-Government websites and services. (Note interpretation issue with this question. As 17.1% of respondents indicated that they found e-government websites/services difficult to use,) this provides scope for library services to provide assistance in accessing information.

Category Finding: Monitoring of e-Government websites and services in public libraries

The survey responses highlighted the following ranked topic preferences: 

• Education (18% of total choices ticked)
• Employment (18% of total choices ticked)
• Health information (13% of total choices ticked)
• Social Welfare (8% of total choices ticked)
• Legal information (7% of total choices ticked)
• Local council (7%) of total choices ticked) 
  

Interestingly, the discussion group topic preferences were personal needs driven and consequently no ranking of preferences emerged. Participants identified the following range of interest areas: taxation, political, business, religious, mapping, and grant and EU information. 

Both Longford and Dublin are currently implementing pilot programmes based on the public consultation process. 

Dublin City Public Libraries
Research and Projects
December 2005.