government online: the 3 “p’s” of success - findings from pew internet
DESCRIPTION
Senior research specilist Aaron Smith's GovDelivery talk about the latest Pew Internet research about public attitudes toward engaging with the government online.TRANSCRIPT
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Government Online: The
3 “P’s” of Success
Findings from Pew
Internet Project research
GovDelivery Conference
February 3, 2011
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Title of presentation
About the Pew Internet & American Life Project
• Funded by a grant from the Pew Charitable
Trusts
• Part of the Pew Research Center, a non-partisan
“fact tank” in Washington, DC
• Study of how technology is shaping society and
individuals
– Provide high quality, objective data to
thought leaders and policy makers
– Do not promote specific technologies or
make policy recommendations
– Go beyond topline findings
• Our research is based on nationally
representative telephone surveys of:
– Adults 18+ (teens data based on 12-17 year
olds)
– Drawn from dual-frame (landline + cell)
samples
2/3/2011 2Trends in Online Government
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Title of presentation
“Government Online”
• Based on a survey of 2,258 adults conducted
November 30 – December 27, 2009
• Our first look at how Americans use the internet
for government interactions since 2003
• Key research questions:
– What is the current state of online
government interactions? How has it
changed (or not changed) since 2003?
– How are Americans using social media in
their government interactions?
– How to Americans feel about the internet’s
impact on government service?
– Have the “Gov 2.0” / online transparency
movements resonated with ordinary
Americans?
• Goal of this talk: give a sense of the
importance/relevance of online content to
ordinary users, help contextualize the
presentations that follow
2/3/2011 3Trends in Online Government
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Title of presentation
Trends in Technology Adoption: Where we are,
where we’ve come from
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Title of presentation
Internet use
2/3/2011 5Trends in Online Government
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Title of presentation
Broadband adoption
2/3/2011 6Trends in Online Government
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Title of presentation
Mobile access
2/3/2011 7Trends in Online Government
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Title of presentation
Social media
2/3/2011 8Trends in Online Government
Other online activities
(% of adult internet users)
• Email (94%)
• News (75%)
• Online video (66%)
• Social networking sites (61%)
• Visit government website (60%)
• Wikipedia (53%)
• Podcast (21%)
• Blogging (14%)
• Twitter (8%)
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Title of presentation
Research in Online Government
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Title of presentation
Types of online interactions
2/3/2011 10
32%
18%11%
27%
7%
5%
Most recent gov’t website visited:
Federal agency
State agency
Local gov't
Specific task
Elected official
Other
% of internet users who did following
in last 12 months:
Look for info about a public
policy or issue48%
Look up what services a gov’t
agency provides46%
Download gov’t forms 41%
Research official documents or
statistics35%
Renew a driver’s license or auto
registration33%
Get recreational or tourist info 30%
Get advice/info about a health or
safety issue25%
Apply for gov’t benefits 23%
Apply for a gov’t job 19%
Pay a fine 15%
Apply for a recreational license 11%
Trends in Online Government
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Title of presentation
How users prefer to solve gov’t issues
2/3/2011 11
35%
28%
20%
11%
6%
Among all adults, phone is preferred slightly to online contact
Phone
Web/email
In person
Letter
Other/Don't know
Among internet users:
• 37% prefer online
• 33% prefer telephone
Among broadband users:
• 39% prefer online
• 32% prefer phone
Desirability of phone/in-person
contact increases with urgency
and severity of issue;
demographically, older adults
and those with low
income/education levels are big
on phone and in-person contactEmail: 18%
Website: 10%
Trends in Online Government
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Title of presentation
How users find what they need
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Title of presentation
Types of online government users
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• Four in ten online government users did 5+
different online government-related
activities in preceding twelve months
• Demographically, these users tend to be:
– Well-educated (half have a college
degree)
– Relatively well-off
– Skew towards middle-aged (not as
many young adults or seniors)
• Also very tech-savvy:
– 90% are home broadband users
– 90% get news online
– 2/3 use social networking sites, 1/3
use status update svcs like Twitter
Trends in Online Government
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Title of presentation
Users mix online and offline interactions
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Title of presentation
Heavy web users prefer web…
2/3/2011 15Trends in Online Government
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Title of presentation
But in reality use many resources
2/3/2011 16Trends in Online Government
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Title of presentation
Heaviest users least likely to solve problems
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Title of presentation
Other avenues for gov’t info
2/3/2011 18
31% of internet users did at least one of the following activities in the
preceding 12 months:
• 15% of internet users watched a video on a government website
• 15% of email users signed up to receive email alerts from a government
agency or official
• 13% of internet users read the blog of a government agency or official
• 5% of internet users followed or become a fan of a government agency or
official on a social networking site
• 4% of texters signed up to receive text messages from a government
agency or official
• 2% of internet users followed a government agency or official on Twitter
Trends in Online Government
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Title of presentation
Mixed views on social media outreach
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Title of presentation
Views by people of color
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Title of presentation
Nearly one-quarter of internet users are
“government participators”
2/3/2011 21Trends in Online Government
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Title of presentation
40% of internet users go online for data about
government operations
2/3/2011 22Trends in Online Government
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Title of presentation
Mostly appeals to “elites”
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Title of presentation
Final thoughts
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• Need for multiple channels/tools for info and assistance users
want/expect offline and online help
• Populations with greatest need for government services often have low
levels of access / technology skills
• Go beyond branding and press releases -- make online engagement
with government actually engaging
• “Is…government scaled up and prepared to deal with citizens as
individual human beings at a massive scale?” (Mark Drapeau)
• Many “Gov2.0” offerings currently appeal to elites (white, upper class,
educated, male, etc) but need to move beyond that crowd to be truly
useful and attain widespread adoption
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Title of presentation
Thanks!
name: Aaron Smith
title: Senior Research Specialist
email: [email protected]
web: www.pewinternet.org
twitter: @aaron_w_smith, @pew_internet
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