eGovernment Services Use and Impact through Public Libraries: Preliminary Findings from a National Study of Public Access Computing in Public Libraries

Abstract

eGovernment services are delivered in many settings, including public libraries, which have increasingly assumed the role of service provider for users of these services. The U.S. IMPACT Studies are examining use patterns and impacts of eGovernment services (among other uses) in populations using libraries for their primary or secondary means of Internet access. A mixed methods approach-national telephone survey (N≈1130), web survey (N≈45,000), and five field studies (317 interviews)-is providing a comprehensive picture of this activity across the country. Preliminary findings show 22-37% of public access computer or wireless Internet users in public libraries engage in some form of eGovernment use, with evidence that use on behalf of others (LIMB) may extend the impact even further than previously thought. An emergent theme from the case study analysis indicates that a primary use factor may be the trust that users have in the public library setting.

Responsibility Rolls Down: Public Libraries and the Social and Policy Obligations of Ensuring Access to E-government and Government Information

“…For example, Florida's Department of Children and Families (DCF) reduced the number of case workers and assistance providers by more than 3,000 positions because of its implementation of the AccessFlorida online application system, resulting in near complete lack of available agency staff from which users can seek assistance (Gibson, Bertot, and McClure 2009). Government agencies indicate that relying on libraries for e-government access and assistance allows agencies to focus on other issues (Bertot et al 2006a(Bertot et al , 2006bFisher, Becker, and Crandall 2010).…”

Promoting social inclusion through public library e-government partnerships

“…Public libraries have also taken on educational activities to teach patrons to use e-government and reach the services that they need [18,19,22,24]. In some communities, the public library has even taken on the role of creating and maintaining the local government websites [23].…”

“…Government agencies indicate that relying on libraries for egovernment access and assistance allows agencies to focus on other issues [8,9,18].…”

Delivering e-government services through innovative partnerships

“…In addition, people with other means of Internet access often still access e-government through public libraries because libraries and librarians have exceptionally high levels of social trust, making their guidance in accessing and using e-government uniquely trusted by residents [21,23,24]. Also, persons with Internet access in the home or elsewhere come to the library for assistance with egovernment due to librarian expertise and the lack of available assistance from government agencies providing e-government services.…”

“…Government agencies indicate that relying on libraries for egovernment access and assistance allows agencies to focus on other issues [7,17,23]. Some local governments have even gone a step further by engaging public libraries in the creation and maintenance of government websites [20].…”