2007-12-29-皮尤-Information_Searches_That_Solve_Problems_43页_189kb

Summary of "Information searches that solve problems"

Core Content

This report presents findings from a national survey of 2,796 American adults, with an oversample of 733 individuals who have limited or no access to the internet. The study explores how people seek information and support to address various problems, including health, education, employment, and government-related matters. It also highlights the role of libraries, the internet, and government agencies in these searches and how access to the internet affects individuals' ability to find solutions.

Main Findings

1. Internet as the Primary Source of Information

• The internet is the most commonly used source for problem-solving, with 58% of respondents using it for help.
• 53% consulted professionals (e.g., doctors, lawyers, financial experts).
• 45% turned to friends and family.
• 36% used newspapers and magazines.
• 34% directly contacted government offices.
• 13% visited public libraries.
• 16% used television and radio.

2. Success in Problem-Solving Searches

• 65% of those who contacted government were very successful.
• 64% of library users were very successful.
• 63% of internet users were very successful.
• The success rate varied slightly depending on the type of problem, but overall, most people found solutions.

3. Role of Libraries in Problem-Solving

• Libraries are particularly important for Generation Y (ages 18-29), who are the heaviest users of libraries for problem-solving.
• 65% of library users cited access to computers and the internet as the key reason for visiting.
• 62% actually used computers at the library.
• 58% used reference books.
• 42% consulted newspapers and magazines.
• The most common reason for using libraries was education-related issues (e.g., school enrollment, training, financial aid), cited by 20% of users.
• 40% of Gen Y said they would likely use libraries in the future for problem-solving, compared to 20% of those over 30.

4. Library Usage Across the Population

• 53% of American adults visited a public library in the past 12 months.
• Library users tend to be younger, better-educated, and higher-income individuals.
• There are no significant differences in library usage by race or ethnicity.

5. Government Contact Frequency

• 58% of Americans contacted any branch of government in the past year.
• The most common methods of contact were visiting a government office (42%) and calling a government office (29%).
• 18% used email, and 13% sent a letter.
• Contact was spread across local, state, and federal levels, with 27% contacting local government and 23% federal government.

6. Preferences for Government Interaction

• Preferences depend on the type of problem:
  • Personal tax questions: 57% preferred the phone.
  • Research using government material: 66% preferred the internet.
  • Obtaining licenses or permits: 53% preferred in-person visits.
  • Learning about benefits: 46% preferred the internet; 26% phone; 25% other methods.
  • Learning about government programs: 55% preferred the internet.
  • Community matters: 35% preferred the internet; 32% face-to-face; 26% phone.

7. Digital Divide and Low-Access Population

• 36% of Americans have limited or no access to the internet.
• This group is older, less affluent, and less well-educated.
  • 55% live in households earning less than $40,000.
  • 39% are age 63 or older.
  • 64% have a high school diploma or less.
• They face health and government benefit issues at the same rate as high-access users, but are less likely to deal with job, education, or immigration matters.
• They are more reliant on TV and radio for information.
• They are less successful in finding the information they need compared to high-access users.

8. Privacy Concerns in Information Seeking

• 19% of respondents expressed concerns about privacy disclosures when seeking information.
• These concerns were more pronounced among the low-access group.
• Privacy concerns influenced the method of information gathering.

9. Preferred Access to Government Documents

• A plurality (40%) of respondents preferred accessing government documents via the internet.
• 31% preferred receiving them by mail.
• 19% wanted to get them from a government office.
• 6% preferred getting them from a public library.
• The low-access group strongly favored print publications (46% by mail, 25% from government offices, 15% online, 8% from libraries).

Key Information

• The internet is the most preferred source for general problem-solving.
• Libraries are especially valued for education and health-related issues and for access to computers and the internet.
• Government agencies are the most trusted for specific program information.
• Privacy concerns affect how people choose to seek help, with the low-access group being more concerned.
• Low-access individuals are less successful in problem-solving searches and rely more on TV and radio.
• Digital divide is significant, with age, income, and education being key factors in internet access.
• E-government is seen as a necessity, with most Americans expecting online access to government services.

Conclusion

The report underscores the increasing reliance on the internet for problem-solving, while also highlighting the continued importance of libraries and government agencies for certain populations. It stresses the need for inclusive access to digital resources and the role of libraries in bridging the digital divide.