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| In a world characterized
by rapidly advancing technology, America's public libraries are championing
the rights of the individual to equitable access to information through
electronic community networks. A key feature of these networks is community
information (CI), that is, information about local services such as daycare,
employment, healthcare, housing, income support, recreation and transportation
that can help citizens cope with the problems that arise through daily
living.
For individuals, the availability of networked CI over the Internet means they can access it at anytime and from any place, including the home, office, and public library. The success of these community networks, however, in facilitating citizens' access to needed services hinges both on the participation of service providers and its use and support by the intended audience, i.e., the public. Although public libraries have played leading roles in developing and maintaining community networks, librarians and researchers are currently unable to evaluate the impact of these efforts on local communities because they lack adequate tools that can be used in online environments and are compatible with the "anytime, any place" characteristics of networked information. As a result, virtually no systematic research has been conducted on how citizens are using networked CI, how this information does (or does not) help, and how libraries are being affected - as organizations - by participating in community networking. To develop indicators of impact and create adequate evaluation tools, research is needed on the social context in which citizens seek CI online and on how libraries are re-defining their contributions to sustaining viable communities through community networking. The purpose of our two-year study, which is funded by the Institute of Museum and Library Services and the Social Sciences and Humanities Research Council of Canada, is to develop a framework that librarians can use to evaluate networked CI services. This framework will provide approaches to evaluating Internet services from the perspectives of current users, potential users (those who may lack access to infrastructure, skills, knowledge), collaborators, and librarians within the social context of anytime and multiple place use. Our primary goals are: (1) to gather systematic evidence of citizens' online information behavior while searching for CI on the Internet, (2) to compare citizens' and service providers' perceptions/expectations of networked CI, (3) to investigate the role of librarians in assisting the public with Internet CI searches, (4) to determine the organizational impact of library participation in community networking for the purpose of informing future evaluation, (5) to provide data that can be used to develop tools that librarians can use to evaluate local community benefits from networked community information services, and (6) to identify best practices at electronic CI provision for emulation by other public libraries and communities. Goals 1-4 will be met through Phase 1 of our project. During this phase, Dervin's sense-making theory and triangulated methods are being used to collect data on the perceptions and expectations of users, nonusers, service providers, librarians, and library administrators regarding networked CI and community networking. Specifically, we are conducting intensive case studies in three communities (Portland, OR; Northeastern Illinois; Pittsburgh, PA) that have received national recognition for their respective community network and in which the local public library system plays a leading role. Data collection methods include an online survey, in-depth interviews, field observation and focus groups. A two-stage survey also is being conducted (Spring/Summer 1999) with directors and staff at over 800 medium and large-sized public libraries regarding their participation in networked community information provision. The results from Phase 1 will be used to accomplish Goals 5 and 6 in Phase 2 where we will design tools and processes that librarians can use to evaluate their community contributions through networked CI. These tools will include survey instruments that can be implemented in electronic environments, interview and focus group guides that can be adapted for use in different settings, and best practices guides. These tools along with reports from the study will be available to members of the library and information science community at our project website. Other forms of dissemination will include journal articles, conference presentations, and workshops. Beyond grounding the results of a comprehensive examination of citizens' CI or help-seeking behavior in electronic environments in context of the perceptions/expectations of other key players such as service providers and search intermediaries, this study will provide indicators of nation-wide public library involvement in community networking, and will ultimately result in a suite of tools that librarians can use to evaluate local community benefits from networked information services. Back to About This Project
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