Survey of CAP Web Sites in Canada : Draft Final Report

Prepared for:
Information Highways Applications Branch, Industry Canada

Prepared by:
C.J. Howse and Associates

January 12, 1999

• Executive Summary
• Introduction
• Methodology
• Content Review / Findings
• Conclusion
• Recommendations
• Appendix I : CAP Web Site Analysis
• Appendix II : Information Architecture Model

Executive Summary

Twenty-Sites were reviewed in this survey. The focus of the survey was to obtain a general overview of what kind of information was provided and how well it was featured on this sample of Sites (about 2% of total).

Given the community-economic development and new information technology foci of the Community Access Program (CAP) and, therefore, of Community Access Centre-affiliated (CAC) Web sites, the sites were reviewed for the following types of information and information location features:

This Report contains an analysis of how the information items and features were covered generally on all the sites surveyed.

Appendix I leads off with a table which provides an overall view of the survey findings, followed by brief highlight reports on all the Sites covered in the Survey.

It was found that most Sites contain a wealth of information of interest to both residents and outsiders. However, the information was often not well organized with the result that users may not discover the full range of information featured on these Sites. Shortcomings in the layout and organization of information were noticed to some degree on the majority of Sites surveyed. These shortcomings are seen as stemming from a lack of definition of the objectives and purposes for which these Web sites are designed, for the communities they represent and the users they seek to serve.

The conclusion and recommendations section at the end of the Report provides a more detailed listing of findings and proposes some low-cost solutions.

The rationale for initiating this survey arose from previous work pertaining to and entitled, A Review of Community Access Program Sites in Canada. In carrying out this Review, the authors observed that many Community Access Centres (also referred to as CAP Sites) are using their summer students to build and maintain their Web sites. It was also noted that these web developers often work in isolation from each other without the benefit of guidelines or best-practice tips on how best to proceed with building the information menus of community Web sites. This is not an easy task. These Sites have to accommodate a wide spectrum of information needs of different groups of information users and providers.

From these observations came the decision to survey a limited number of CAC-affiliated Web sites in order to provide Industry Canada with a clearer sense of how to assist the Web site building process across the country.

A CAC Web site can be viewed as a virtual Community Access Centre, potentially providing the full range of services that people now access on-site in these Centres. [Note: Community Access Centre (CAC) or occasionally CAP Centre, rather than CAP Site will be used in this report. The word ‘Site' in all cases refers to and is used as an alternative for Web site.] In fact, it is likely that as more and more people develop the necessary computer and internet skill competencies and acquire the equipment and internet-access services for themselves, the virtual dimension of Community Access Centres will grow in importance. This being the case, CAP Centres need to develop the capacity to increasingly serve and help people through the World Wide Web in areas such as:

• computer/internet help-desk assistance,
• information for community-, business- and personal development / decision-making,
• tools for accessing key business and government services,
• long distance learning with new technologies, and generally,
• presenting their communities to the world and the world to their communities.

The community of CAP Web site developers and webmasters would be greatly served if tools and measures were available to them to help them think through and position their Sites in support of these information and knowledge economy requirements.

This survey was not designed to provide definitive answers as to how best to build and maintain the information content for CAP Centre Web sites. The survey is much too limited and preliminary in scope to begin doing this. All this Survey does is to point out certain promising and problematic observations gleaned from a small grouping of CAC- affiliated Sites, that may be instructive for ongoing Web site development. Possibly, a group of leading CAC webmasters could take these findings to develop information menu checklists as well as best-practice advice to facilitate Web site building efforts across Canada.

What needs to be acknowledged is the innovative work that been done, often by non- expert students and volunteers, on the development of these Sites. What has been achieved in CAP Site nooks and crannies across the country, in a short time, is truly impressive. It is hoped that the survey findings will not be viewed as a critique of this work, but rather as lessons that will help set better direction for the future.

Twenty-one CAP-affiliated Sites are included in the Survey; a very small sample of only 2% of all CAC Web sites. The Sites were chosen on the basis of input sought from Industry Canada's Regional CAP Coordinators and their counterparts in the Provinces. What we sought from these Coordinators was the URLs of the two must see instructive Sites in each Province / Territory.

Where more than two URLs were submitted, an arbitrary selection was made to reduce the number to two Sites. An exception was made for Quebec and Ontario where the three Sites recommended in both cases were included. Only one URL was received and included in the Survey for each of Nova Scotia, Prince Edward Island, New Brunswick, the Northwest Territories and the Yukon. It is important to bear in mind that the Sites covered in this Survey are not necessarily the top CAC Web sites in the Network; although some would qualify. Rather it is hoped that these Sites represent a fair cross-section of CAC Web sites across the country.

The Sites were evaluated on the inclusion and quality of the information menu items and features outlined in Table I below. These items and features were chosen because they are of essential importance to community economic development and social well being. Consequently, this evaluative framework does not do full justice to Sites such as Igalaaq, NWT and Lanark, ON, that were designed to serve specific community objectives.

Table II (Appendix I) captures whether and the degree to which CAC Web sites covered the selected information items and features. One * denotes that some information was provided under a particular subject heading; two ** denotes a more extensive degree of coverage. It is fully acknowledged that the drawing of the boundaries between some and extensive is a subjective undertaking. Precise comparisons were not possible given the individuality of each of the Sites. Also, these Sites are creatures of the respective communities they portray and represent. How does one compare the relative adequacy of tourist information contained on Niagara on the Net with that provided on the Tofield Web site? Is it not fair to expect more from a tourist town Web site?

It should also be noted that the author might have overlooked some absolute information gems, which therefore are not reflected in the findings on Table II. However, if these gems escaped the attention of the author, it is equally likely that they would not be an easy find for every day users.

As explained in the Methodology, the information items were chosen because they are deemed to be of essential importance to processes and activities supportive of community economic development and community social well being. This section of the report will provide the reader with:

• an explanation as to what the author looked for under each of the information items, and
• an analysis as to how the items were addressed, generally, on the Sites surveyed.

How each of the Sites surveyed covered the information items can be discerned from Table II and the Highlight Reports featured in Appendix I.

CAP Purpose / Network

Under this subject, we looked for information on Industry Canada's CAP program and the network of CAC communities and activities across the country. This information is considered of importance because it enables Community Access Centres and affiliated Web sites to buy into and share a national vision for harnessing the new information economy for individual growth and community economic development.

The Sites that had clearly bought into this vision and that made the best effort to share this vision with their users tended to be among the better Sites surveyed. Very few of the Sites addressed this subject in context of the needs of the local community.

Who we are / What we do

This issue is closely related to the previous subject. The information looked for here is twofold:

• how the CAC / CAP enterprise is organized, operates and functions within the community, and
• how the CAC / CAP enterprise is presented and fits into the economic and social development vision of a particular region or community.

The latter issue is of particular importance because it goes to the heart of the role and purpose of CACs as catalysts of change and innovation. If nothing else, a clear, public articulation of a CAC's role and purpose would help set direction for the focusing and organizing of information content on their Web sites.

Generally the Sites that covered and dealt well with the CAP Purpose, also addressed this Who.../What... information area. Most surprising is how few of the Sites surveyed feature information on their programs and operations regarding the location of CACs, hours of operations, fees, services offered, etc. Also, this information was often difficult to locate and find.

CAC Partnership Information

This information was looked for to obtain a sense of the connectedness of CACs and affiliated Web sites in their local communities. A clear articulation of the partnership structure and what each of the partners brings to and derives from the partnership helps establish a CAC's credibility as an authentic voice of and for community organizations and institutions.

Very few of the Sites surveyed dealt with this issue. This does of course not necessarily mean that many more of these Sites are not surrounded and supported by strong and committed partnerships.

Community Information

Information looked for under this rubric is at least of equal interest to members of the community as it is to tourists and outsiders. It covers what residents need to know, for reasons of identity, belonging and decision-making, about themselves, their roots, their organizations and institutions, and other community resources.

While all Sites surveyed contained some form of community information, less than half the Sites surveyed covered this subject systematically and well. Many of the Sites do not provide a community profile containing demographic, geographic, economic and governance information. One of the few Sites featuring a strong community profile is the Virden Wallace Web site. Most surprising is the dearth of health and social service information (who does what, where, when, / and what can one do oneself) or of links to pertinent local and regional information sources. The Yarmouth Community Network Site exemplifies a strong information partnership with community health organizations.

Business Information

Business Information can be defined as information that:

• business operators require to make business development decisions, and
• business clients require to make purchasing decisions.

The first level of information is generally addressed through links to Sites operated by: Chambers of Commerce, Regional Development Authorities, Provincial Economic and Tourism Development Sites, Canada Business Centres, Strategis, Revenue Canada, etc. The second level is information generated by or on behalf of the local business community and is information that is often only hosted on CAP Web sites. Both sets of information are of importance to community economic development.

All Sites provide some form of business information. The Tofield Municipal Library Site, which is accessed from the Town of Tofield Site, provides an interesting set of links to many information sources in the Province and elsewhere that are pertinent to business decision-making. The business information on many other Sites surveyed is often limited to an alphabetical list of business names, which is neither very useful neither to residents nor to outsiders.

Tourism Information

Tourism information consists of slices of community and business information. Content featured under this subject heading is focused on attractions, events, culture and recreation, and the hospitality industry. However, much of this information needs to be presented in different detail and, therefore, packaged separately than what is required for the rank and file of local residents.

Most sites surveyed contain a Tourism information element. It was observed that the accommodation industry is the most internet connected and accessible within the community. Yet, it is often not apparent from the tourist information featured, that it was developed from the information needs perspective of visitors. Addresses, locations, visiting dates and times are frequently absent. Maps and driving distances are often not provided; airplane and other forms of public transport facilities and opportunities are largely not featured. In surveying one Web site, not reported on here, it took the author several minutes to determine the province in which the Site was located.

Career and Work Information

This information area was focused on because numerous surveys including the CAP Review have indicated that aside from entertainment, leisure and travel information, labour market and career information is most sought after on the Internet by the general population. It also provides those in the workforce with information on the rapidly changing skill competencies that are required from employers and workers in today's information economy.

A small percentage of sites covered this subject matter. In some cases the information could be accessed through US search engines. This general lack of focus on career and labour market information is most surprising, given the many excellent Web sites that provide this information operated by HRDC, other departments and the private sector.

Learning Information

For purposes of this survey, learning information is defined as information on public and private learning programs and courses of study as well as on newly emerging means to access these through new learning technologies.

A few sites provided good links to learning programs and courses of study on their Web sites Dawson (YK), Bathurst (NB), Profost (AB). Some CAP Sites (including the Wellington CAP Site) are already providing distance education access on-site to programs of study at high schools, colleges, and universities. However, none of the Web sites surveyed featured this information, at least not in a way that would draw people into these programs.

Government Information

This area of information is included because governments are often among the most important partners in community economic development. Aside from this focus, governments collectively are the most important, and often most impartial source of information that is available to the general public on a wide variety of subjects. A third reason is that Governments are the most important source of benefits programs.

Very little focus is given generally to government information on the Web sites surveyed. It is obvious that Government has not done a very good job in marketing its electronic information products and holdings to the CAC webmasters. Be this as it may, most surprising is the absence of information on local government, e.g. with regard to council meetings and decisions, policing, municipal and school district boundaries, population statistics, business and other licensing requirements, the registration of vital statistics, etc.

Information searching and location features

This subject was included in the Survey because from an information user perspective, the ability to locate and find information is as important as the information itself. The development of an information menu for a community Web site is a complex undertaking, since the designer must deal with a broad range of information areas for a wide spectrum of users and different groups who have their own unique information requirements. How to package what information for whom is a key first step in web design and requires input from both information providers and users. Reconciling these needs and requirements is not always possible; a Site Map and/or Search feature help users to quickly zero in on the information they are looking for.

Only the Yarmouth Community Network features a Search capacity; none of the Sites feature a Site Map or explanation to users on the home/welcome page how the Site is primarily designed or how users can make best use of the Site. Much of the information and information links featured on the CAP Web sites surveyed was found by exploring every nook and cranny of these Sites and, no doubt, much was missed. Novice users of the internet quickly give up when the identity and location of the information is not readily apparent to them; seasoned users will quickly turn to other sources (Web sites) to get to the information.

Look and Feel Considerations

Several of the Sites surveyed featured wallpaper backgrounds that made information hard to read. This is of particular concern to visually- and literacy-disadvantaged users. Also simple navigation aids such as back to home page and to top of page buttons are often not provided.

Significant improvements in information architecture design and site-lay-out of CAP Sites can result from providing CAP webmasters and designers with some basic, and readily accessible, web design and development tools. To ensure that these tools respond to the needs of CAP webmasters and designers, it is essential that people representative of this community are not only consulted, but also fully engaged in developing solutions to the web-information design issues identified in this report and reiterated below:

• the ownership of Sites and the sources of information contained on them are often not acknowledged, which impacts adversely on Site- and information authenticity;
• the information objectives of CAP Web sites are often not or not well articulated, an oversight which would tend to impact negatively on the design of Sites;
• the information contained on Sites is often not well organized and, therefore, difficult to locate and easily missed;
• the types of information featured on many of the Sites surveyed is often indicative of a lack of research on user audiences and their information needs and requirements;
• simple navigation aids such as site maps, back-to-homepage, and to-top-of-page buttons are often not incorporated in the design of pages;
• the work of webmasters could be greatly simplified by providing them with listings of links to authoritative Web sites featuring community-economic and social development information, -- including business development, tourism development, learning, work and career development, governance, etc.; -- these listings to be organized on a regional basis.

It is recommended that Industry Canada:

I. Establish a small task group of Cap Co-ordinators to:

1. Give direction to the development of consultation and design guidelines / do's and don'ts / checklists that will support the design, creation and maintenance of CAP Web site information menus and site navigation aids.
2. Make recommendations on a core set of menu titles (nomenclature standards) for Cap Web sites
3. Create a number of menu mock ups for a variety of Web sites, e.g.
   • general community information,
   • tourism promotion and services,
   • community economic development,
   • business and entrepreneurship development.

II. Work with existing or emerging local, regional or provincial CAP Network Groups, provincial and federal government departments including HRDC and IC to develop lists of Links to authoritative Web sites offering information on:

• business and entrepreneurship development,
• learning,
• jobs and careers,
• tourism promotion,
• governance and government services.