This report emerges from a national survey that looks at how people use a variety of
information sources to help them address some common problems that could be related in
some way to government agencies and programs.
The problems about which we queried
included: dealing with a serious illness or health concern; making a decision about school
enrollment, financing school, or upgrading work skills; dealing with a tax matter;
changing a job or starting a business; and getting information about major programs such
as Social Security, Medicare, and Medicaid.
The survey’s major findings:
• 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 problemsolving
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 to 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.
A related PEW study on Internet use in housing searches revealed:
The number of internet users who go online to look for information about a place to live has grown steadily over the past six years. Now, nearly two in five adult internet users in the U.S. (39%) have done this, up from 34% in 2004 and 27% in 2000. Fully half of internet users ages 18 to 29 have looked for housing information online.
The National Association of Realtors puts the number of home buyers who use the Internet at over 80% now. In second home markets, where most of the buyers are from outside the local area, the number is more like 95%, with local print Ads becoming almost irrelevant.
See reports at
http://www.pewinternet.org/PPF/r/196/report_display.asp