Government Information Pilot Project: Phase I
Final Report

Susan Arbing
Project Co-ordinator
Nova Scotia Provincial Library
Halifax, Nova Scotia
October 8, 1996

• Introduction
• Sites
• Participant Characteristics
• Government Information In Demand
• Reaction to the Electronic Format
• Challenges
• Recommendations
• Appendix (Reference Questions)

1. Introduction

This report presents the findings of Phase I of the Government Information Pilot Project. Phase I of the project was co-funded by Industry Canada and the Nova Scotia Links Program, operated by the Department of Education and Culture. Additionally, the Nova Scotia Provincial Library and five of Nova Scotia's regional libraries (Cape Breton Regional Library, Eastern Counties Regional Library, Halifax Regional Library, South Shore Regional Library, and Western Counties Regional Library) provided the necessary management and equipment to make this project possible.

Nova Scotia was chosen as the site for this project because of the strong leadership of the Nova Scotia Provincial Library and its strong information technology infrastructure. Over 40 of Nova Scotia's branch libraries are connected to the Internet with the remainder to be connected by December 1, 1996.

As all levels of government publish and distribute an increasing amount of information in electronic formats, it is essential to receive some feedback from the end-users of these products. Thus, the main goals of the project were to gauge public reaction to and awareness of government information published in electronic format.

More specifically, the objectives of the project were as follows:

• To identify issues and obstacles with regard to the electronic dissemination of government information in public libraries
• To identify the types of government information the public currently uses
• To assess public reaction to the electronic delivery of government information
• To identify the most common types of government information/publications in demand in electronic format.

2. Sites

Ten sites based in the previously mentioned five regional libraries were selected to act as centres for training in how to search the Internet for government information. All the participating libraries are partial depositories in the Depository Services Program. The sites were as follows:

3. Participant Characteristics

The student trainers trained 324 individuals in how to search the Internet for government information. 222 of these individuals completed exit surveys. Additionally, another 79 staff members completed a survey on their attitudes toward and experiences with government information. While these numbers might not be statistically reliable and valid, they do provide an important body of anecdotal evidence.

The majority of individuals participating in training sessions had either never used the Internet to locate information (47%) or had been using the Internet for less than 6 months (34 %) to locate information.

4.0 Government Information in Demand

4.1 Type of Government Information in Demand

Many of the respondents also report using information about government programs and services on a frequent basis (60.8%). In particular, information about the employment insurance programs, programs for seniors such as the Canada Pension Plan and Old Age Security, and programs on how to start your own business were requested during the sessions.

The most frequently used type of information among the survey respondents was information about employment (57.2%) including provincial and federal job listings in addition to information on the unemployment insurance act. Demand for this type of information was particularly high in regions with high unemployment rates. Business (40.1%), education (41.4%), and statistical information (43.7%) were also indicated as being widely used.

Survey Results in Table Format

Survey Question: Please specify the type of information you used (Check all that apply).
Figures express percentages.

A more detailed indication of the type of information in demand by the public can be determined by examining the direct reference questions the student trainers received during the course of the project. These are listed in the Appendix.

Library staff, including library clerks, assistants, and professional staff, indicated that they perceived very high needs for business information (94.9%), employment (97.5%), education (86.0%) and statistical information (86.0%). Staff perceive a high level of need for all types of government information. It is interesting to note that with regard to all types of information, staff perceive there is higher demand for government information compared to the amount the information is used by the public.

Survey Question: Please indicate the types of government information your users would be interested in using (Check all that apply).
Figures express percentages.

4.2 Level of Information Used

The public‘s questions reflected a need for information from all levels of government. Requests for federal and provincial information were nearly equal with requests for municipal information being somewhat fewer.

5. Reaction to the Electronic Format

Generally, the public appeared to prefer using the electronic format or a combination of print and electronic formats to access government information, while library staff tended to prefer print or a combination of print and electronic sources.

For the most part, individuals who participated in the sessions were enthusiastic about using the medium of the Internet to access government information. Participants were impressed by the amount of information on the Internet and by the speed and ease with which it could be accessed. Additionally, many individuals felt that the Internet would contain more up to date information than the print sources available in their respective libraries, or in some cases that they would be able to locate information their libraries did not own.

Similarly, library staff liked the idea of being able to access information on the Internet. However, many staff members felt that print would be easier for the patrons to use. Staff cited reasons such as the fact that print was easier to browse, that more than one patron could make use of a multivolume work at one time, and that patrons sometimes had difficulty conducting electronic keyword searching. Furthermore, many staff members stated that their preferences for print were based on the fact that they did not feel they have had enough training in locating government information on the Internet and that, in general, locating information on the Internet is a time consuming process. The number of terminals available was also an influencing factor in determining the preference for print or a mixture for both. Most public library branches indicated a need for more public access terminals.

6. Challenges

The one-to-one interaction in training sessions and discussions with library staff have resulted in the identification of a number of challenges in delivering government information in electronic formats.

1. Printing

While print information can be easily photocopied or, in some cases, borrowed, this is not the case with electronic information. Many depository libraries do not have printers with their public access terminals. For those libraries which do have printers, printing should be available at a reasonable cost.

2. Access to Equipment

The number and amount of use of the Public Access Terminals is also an issue. While some libraries have "express" terminals, some do not. Therefore, a user has to sign up, sometimes well in advance, of when she would like to use the terminal. This kind of situation makes it difficult for staff to help users with ready reference questions. Additionally, the limited number of Public Access Terminals in some locations (specifically branches with one terminal) makes it difficult for the staff to use the Internet to answer inquiries as they might have to interrupt a member of the public to find the answer to a question. One student suggests that for the Internet to be an effective tool for staff use, staff would have to have their own terminals on their desks -- a situation which exists in few of the sites. In order to be able to access information quickly and efficiently, it is important to have fast and accessible terminals. Often the public access terminals in libraries are so heavily used, it is difficult to find time.

3. Navigational Challenges

One less positive reaction which was expressed was that the Internet takes too much time to locate information in general. This frustration was exacerbated by the fact that there is little or no cross referencing and indexing done across sites. While the primary government site does list all the federal institutions and agencies, this can be a difficult starting point for those who do not know or have difficulty pinpointing the department responsible for publishing the information.

Improvements to the federal search engines such as Champlain and the use of simpler terms such as "jobs" rather than "employment opportunities" would result in easier use by the public.

4. Training

One of the greatest obstacles to accessing information in an electronic format is the lack of the knowledge of what the Internet is, its contents, and how to navigate through these contents. If the Internet is to become a new way of distributing and accessing government information, the government must provide its constituents with the necessary skills to use information in this new format. Training is essential for both the public and library staff.

7. Recommendations

1. Recognition and establishment of a core service for libraries

Libraries are vital access points to government information. In order to augment the role of libraries, there must be trained staff who have time and knowledge to help navigate information. This will require training in not only how to use the Internet, but how to navigate government information.

2. Co-ordination of government information

There is a strong need for a centralized registry of electronic government information resources. At a more micro level, it is essential that government websites share some uniform characteristics such as consistent placement of navigational buttons and identifying features. Additionally, co-ordination and standardization of interfaces with uniform icons will ensure that navigating government information on the Internet is easier for both staff and public.

3. Commitment to funding the required technology

While many libraries in Canada already have Internet connections, the number of terminals is sometimes inadequate. Additionally, some of the newer products, such as CD-ROMS, require additional hardware libraries do not possess or cannot afford to possess. Government agencies must financially support libraries as the transition from electronic to paper format continues.

4. Training of both the public and library staff

Government information is a difficult subject area to navigate whether in print or electronic formats. Most members of the public are not aware of the myriad of access points to this information. While library staff are aware of these access points, it remains difficult for them to keep pace with the ever increasing amount of government information. Thus, public and library staff training is essential to allow government information to become a more accessible and, consequently, a more widely-used resource.

Overall Recommendation:

Training is the essential first step in creating a more government information and information technology literate society. Canadians must first learn how to navigate the new technology infrastructure before being able to fully explore its resources.

The overall recommendation of this phase of the Government Information Pilot Project is that a core of students with knowledge navigation skills and sound reference skills be hired to contribute to the development of a standardized "train the trainer" package, which could then be distributed in order to aid the transition from print to electronic materials.