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Provision of Community Information Databases:
A study focusing on Voluntary Agency information
A study submitted in partial fulfilment of
the requirements for the degree of
Master of Arts in Librarianship
At
THE UNIVERSITY OF SHEFFIELD
By
BETH MURPHY
September 2005
ABSTRACT
The aim of this research study is to improve understanding of the
issues that impact on community information databases and thus encourage
more effective database provision. The study has been restricted to
exploring information about voluntary organisations because of the limited
time available, and focuses mainly on the users’ perspective.
An extensive literature review highlights the current information
environment, the role of the library service within the community, the potential
benefits of community information and the key characteristics of the voluntary
sector. It is observed that voluntary organisations need to promote
themselves but this is currently done in a chaotic and often confusing manner.
The public library service is seen to be trying to improve this situation through
projects such as ‘IT for Me’ and ‘SeamlessUK’ that will enable access to
multiple information resources, from one place.
This study then goes on to investigate one such information resource,
the community information database, through primarily qualitative methods.
A case study approach is adopted and participants identified and interviewed
from three groups- the general public, voluntary organisations and
information providers. Quotations from the interview transcripts provide rich
detail about the opinions and attitudes of these respondents, organised by
five key themes that emerged during the analysis. The data is then
interpreted and discussed in the light of existing literature and the wider goals
of the study.
Four key points are taken from this discussion that summarise the
factors shown through the findings in this study to be most crucial to the
provision of effective databases:
• exploit existing community networks
• publicise and promote the database
• provide less detailed content but better links to ‘expert’ information
sources
• communicate more effectively about the potential of the Internet
Finally it is acknowledged that while this study has produced rich and
useful findings, further research is required to explore whether or not the
recommendations are applicable in other situations.
ACKNOWLEDGEMENT
I would like to thank the people of Barnsley who gave their time and opinions
so freely, and particularly Jane Lee, Wendy Mann and Angela Jones who
went out of their way to help me when difficulties arose.
I would also like to thank Richard Proctor and Val Gillet for their support and
speedy response to my various queries.
Finally the biggest thanks goes to my family and friends who helped me to
manage my time and enjoy the summer.
CONTENTS Chapter 1. INTRODUCTION.......................................................................... 1
1.1 Research Background.......................................................................... 1
1.2 Aims, Objectives and Outcomes .......................................................... 2
1.2.1 Aims............................................................................................... 2
1.2.2 Objectives ...................................................................................... 2
1.2.3 Outcomes ...................................................................................... 3
Chapter 2. LITERATURE REVIEW................................................................ 4
2.1 “Information society” ............................................................................. 4
2.1.1 Information explosion and competition........................................... 4
2.1.2 Digital divide .................................................................................. 5
2.1.3 The position of the public library .................................................... 6
2.2 Community Information ........................................................................ 7
2.2.1 What information?.......................................................................... 7
2.2.2 Who are the community? ............................................................... 8
2.2.3 Creation and collation .................................................................... 9
2.2.4 Dissemination and accessibility ................................................... 12
2.3 Voluntary Sector................................................................................. 13
2.3.1 Definition...................................................................................... 13
2.3.2 Management and people ............................................................. 14
2.3.3 Information needs ........................................................................ 15
Chapter 3. RESEARCH CONTEXT ............................................................. 17
3.1 Research Context............................................................................... 17
Chapter 4. METHODOLOGY....................................................................... 18
4.1 Theory ................................................................................................ 18
4.2 Case Study......................................................................................... 19
4.3 Methods.............................................................................................. 19
4.3.1 Interview Rationale ...................................................................... 20
4.3.2 Selection of ‘cases’ ...................................................................... 21
4.3.3 Question structure and piloting .................................................... 23
4.3.4 Reliability and validity................................................................... 24
4.3.5 Other source of information ......................................................... 25
4.4 Limitations and problems.................................................................... 26
4.5 Analysis .............................................................................................. 27
4.6 Ethics.................................................................................................. 28
Chapter 5. RESULTS................................................................................... 29
5.1 Introduction......................................................................................... 29
5.2 Comprehensive breadth ..................................................................... 30
5.2.1 Results......................................................................................... 30
5.2.2 Summary ..................................................................................... 35
5.3 Comprehensive depth ........................................................................ 35
5.3.1 Results......................................................................................... 35
5.3.2 Summary ..................................................................................... 40
5.4 Quality ................................................................................................ 40
5.4.1 Results......................................................................................... 40
5.4.2 Summary ..................................................................................... 44
5.5 Accessibility........................................................................................ 45
5.5.1 Results......................................................................................... 45
5.5.2 Summary ..................................................................................... 52
5.6 Publicity and promotion ...................................................................... 53
5.6.1 Results......................................................................................... 53
5.6.2 Summary ..................................................................................... 57
Chapter 6. DISCUSSION............................................................................. 58
6.1 The community................................................................................... 58
6.2 Voluntary Agencies ............................................................................ 63
6.3 The information providers................................................................... 66
6.4. Limitations ......................................................................................... 70
Chapter 7. CONCLUSION and RECOMMENDATIONS .............................. 72
BIBLIOGRAPHY .......................................................................................... 75
APPENDIX 1................................................................................................ 83
APPENDIX 2................................................................................................ 87
APPENDIX 3................................................................................................ 89
APPENDIX 4................................................................................................ 90
APPENDIX 5................................................................................................ 91
LIST OF FIGURES
Figure 1. Details required by public.............................................................. 38
Figure 2: Initial sources of information ......................................................... 46
Figure 3: Sources of information about support organisation....................... 47
Figure 4: Sources of information about service delivery organisation .......... 48
Figure 5: Sources of information about campaign group ............................. 49
Figure 6: Knowledge of database ................................................................ 54
Chapter 1. INTRODUCTION
1.1 Research Background
In 2002 the first phase of ‘The People’s Network’ was completed,
creating ICT learning centres in public libraries across the UK and making
free access to the internet available to all citizens (DCMS, 2005). This
network of public access computers now plays a key part in the modern
public library, and its success and value are regularly reported, for example,-
“8,000 library customers found jobs thanks to the People’s Network in
the first year the service was available.”
MLA (2004b: 6)
However, now that the original excitement about the hardware has
settled, researchers are realising that the introduction of technology alone is
not sufficient to close the information divide and improve accessibility to the
world’s knowledge reserves (Pearce and Smith, 2004).
The volume of data that is available online is too vast for many, or even
as some would argue any, individual to manage alone. New users presented
with limited support in this challenging environment are therefore unlikely to
develop the competence or confidence they need to embrace and profit from
technology (Raven, 2002). The ‘IT for Me’ research project is working to
provide a new interface for the People’s Network in order to motivate and
support users, making the experience of using technology less daunting. It
aims to,-
“encourage the uptake of The People’s Network ICT facilities and
provide people with direct access to top quality web resources”
Pearce and Proctor (2004: 8)
This will be done through personalisation of the Web so that people
get a selection of the ‘best’ sites, harvested by professionals, for various
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subjects they are interested in. One of the key features of the project is that
it is not restricted in scope to general, national information; access to local
community information (CI) will also be possible. The project is currently
being piloted with four local authorities in South Yorkshire, all of which have
existing CI databases that can be exploited.
The practical and technical side of making these databases ‘cross-
searchable’ using the functionality afforded by IT for Me is already being
explored, and this dissertation topic was proposed in order to look at the
databases themselves; establishing a clearer understanding of the issues
surrounding their organisation, upkeep and maintenance. The proposal has
since been refined and focused taking into account concepts from the
literature and practical considerations.
1.2 Aims, Objectives and Outcomes
1.2.1 Aims
The primary aim of the dissertation is:
TO INVESTIGATE FACTORS INFLUENCING EFFECTIVENESS OF COMMUNITY
INFORMATION DATABASE PROVISION WITHIN LOCAL AUTHORITY AREAS, PAYING
PARTICULAR ATTENTION TO USER NEEDS.
To ensure the study is manageable the aim has been further restricted to
focus on content about local voluntary agencies.
1.2.2 Objectives
Four key objectives have been defined to help achieve the aim:
1. Explore what local information the community want the database to
contain
2. Investigate what voluntary agencies expect from the database
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3. Examine any issues the database provider may encounter in meeting
these wishes
4. Develop an understanding of how comprehensive a database can (and
ought to) be
1.2.3 Outcomes
The anticipated outcome for the research was to produce a theoretical
framework to assist in the creation and maintenance of CI databases that:
1. Provide information of use to the community
2. Support the organisations represented in the database
3. Comply with external standards to make seamless access through the ‘IT
for ME’ framework possible
The concluding comments in chapter seven present the beginnings of such a
model, but further investigation is required to lend weight to the arguments
and build a complete framework.
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Chapter 2. LITERATURE REVIEW A literature review has been conducted to provide background
information about concepts that are relevant to this study, and also to
highlight gaps that the research seeks to fill. Three broad areas are covered
that map roughly onto the first three objectives; tracing the history of local
information within communities, outlining the characteristics of the British
voluntary sector and providing details of the current information environment
in which information providers- and specifically the public library service-
operate. These sections have not been presented in exactly this order below,
because the concepts flow more naturally when linked in a slightly different
way. Sections 2.1 and 2.2 therefore both set the context for the discussion of
community and information provider, while section 2.3 focuses more
specifically on the voluntary sector.
2.1 “Information society”
2.1.1 Information explosion and competition
Societies around the world have always sought out ways to promote
and share the knowledge they create. Social and technological advances
have improved their capacity to do this over time, and recent developments
mean the volume of information now in the public domain has soared. There
are now more sources of information with greater capacity than ever before
(Bawden, 1999).
One of the most significant advances has been the emergence of
internet technology, and specifically the World Wide Web,-
“The Web has succeeded spectacularly as a new publishing and
communication medium for many reasons- the ease with which anyone
can publish, the ability to change and update content, the
interconnectedness from linking, the lack of a limit to the quantity of
information published, and more.” Notess (2004: 40)
4
The potential benefits and capabilities of applications that make use of
Internet technologies is great, and information is being widely appreciated as
a commodity with great value, -
“The arrival of an information society turns it from an advantage into a
necessity. Speed of access to information - whether share prices, new
scientific research or news - is more vital than ever.”
Keegan (2000)
As information has become more valuable, the number of
organisations and services that provide and manage information has risen.
An array of disciplines now operate within the ‘information profession’, and
even traditional roles, such as cataloguer, have altered and expanded (Losh,
2004). This diversification has brought competition – service now has to be
efficient and attractive or else the public will find an alternative way to satisfy
their information needs (Deane, 2003). In the UK commercial companies vie
with one another to provide the most useful data in various ways, from
telephone services such as Directory Enquiries to online search engines
such as Google. This indirectly challenges public libraries to prove their
value to the communities they claim to serve.
2.1.2 Digital divide
However, knowing where to look and how to look in this new
environment is not straightforward. Those who lack the ability to “access and
effectively use” sources of information are increasingly excluded from many
facets of our society (Cullen 2003: 247). The divide between the information
‘rich’ and information ‘poor’ is not a new one, and critics have argued for
some time that the traditional print-based culture works against
disadvantaged groups, focusing attention on the areas where people have
the power and financial capital to publish (Harris, 1998). The Internet was
hailed by many as a remedy for the problems of access and cost, but several
key weaknesses in its basic structure have meant the expected benefits have
not yet been realised.
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As the web evolved to aid communication, information storage and
retrieval were secondary objectives (Burnett et al., 1999). This means that it
is easy to post information on the Web but there is little logic in its structure
and it is difficult to meaningfully manipulate the information (Berners-Lee et
al., 2001). It is therefore difficult for new users, because unlike traditional
sources such as newspapers that prepare data for a passive audience, the
Web requires active searching (Gray et al., 2002). It also means it is difficult
to control the quality of the information on the web, and large amounts of
misleading and unsavoury information exist (Levy and Strombeck, 2002).
A recent survey did find that significantly more people now use the
Internet in the UK than not, and half of those users rate it as their favoured
way of finding information (MORI, 2005). However, this still leaves a large
proportion of the population accessing information in different ways, or
possibly not consciously seeking information at all. The survey also showed
that the divide between users and non-users is not split evenly across the
population,-
“People aged 55+, who don’t work, are categorised as social class
C2DE, and who do not have formal educational qualifications are more
likely to not use the internet than to use it.”
MORI (2005: 5)
The current environment is therefore quite unbalanced; the Web still
has the potential to greatly improve information accessibility for all members
of society, but more structure is needed to achieve this.
2.1.3 The position of the public library
The Public Library service is an information provider, and has therefore
had to adapt and provide access to information in new ways. It has received
support to do this from the current UK government, who are committed to
widening access to information through the Internet (MLA, 2004a). The
People’s Network, described in the introduction, has been at the heart of the
6
library service’s online strategy and has now entered phase two of its
development. One of three new services to be launched in 2005, called
Discover, will use the technology developed through the ‘IT for Me’ project,-
“Discover is a search engine type service, but with technology that
allows people to find information from a range and depth of sources not
previously available from a single point. It can also provide answers that
are tailored according to people’s interests.”
MLA (2005b)
The public library service is therefore currently working to create a
more manageable information environment for UK citizens that will help
people link to local, national and international information that they are
interested in. This will allow the library to raise its profile and contend with
other information providers. This study will link into this process by exploring
the interests and needs of the potential service users in relation to CI.
2.2 Community Information
The concept of CI can be difficult to convey, -
“…if there is any vaguer word than information, it is community. They
mean all things to all men”
Allen (1980) quoted in Bunch (1982: 1)
This section provides some background about the concept in order to show
why the IT for Me project is committed to making community information
services accessible online.
2.2.1 What information?
The term has been in use since the mid-20th century, and refers to
specific types of information,-
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“information for the problems and crises encountered by individuals and
their dependents at different stages in their lives. Also information for
groups of people with common experiences seeking improvements in
their circumstances, information enabling all to participate in local and
national democracy and information about local groups and societies
providing for a range of recreational interests”
Kendall (1997: 214)
It is generally acknowledged that people do not require CI on a regular
basis; as the above quote indicates it is sought when individuals face
“problems and crises” ranging from housing to healthcare, or when they
require one-off details about local organisations. This can make the
information seem remote and detached to the average person. The public
may therefore acknowledge a problem, but they do not automatically
perceive a need for information about the problem, or even know that such
information exists (Bunch, 1982).
2.2.2 Who are the community?
Certain commentators try to avoid the complicated and lengthy
arguments that can arise when defining communities,-
“…in the public library, community is neatly allied to the administrative
boundaries of the local authority and allows us to overlook the ninety-
four definitions of community that can be found”
Redfern (1989: 1)
This simple definition of community is useful as it is indicates where
information can be found and where the majority of end-users will be located.
However, it is important to recognise that individuals are likely to belong to
other communities that are formed because of interest or need, not because
of geography (Harris, 1998). CI services tend to restrict their scope to
specific spatial communities due to budget and time constraints, but IT for Me
8
is trying to create a more useful resource by making the individual databases
accessible from one site.
2.2.3 Creation and collation
CI is not actively created in one place, it is collective knowledge that
has built up over time through a variety of different sources from large
organisations such as a community centre, to individuals such as the local
scout leader (Milner, 2001).
2.2.3.1 Voluntary Organisations
This study is focusing on information about local voluntary groups,
which has traditionally been produced by the groups themselves. Locally
produced paper materials, such as leaflets and posters, are common and
effective means for disseminating such information around the community
(Hallam and Walker, 1998). Another popular means of promotion for
voluntary and community organisations is the local media, groups may for
example run a feature in the local newspaper, or advertise a specific event
on the radio. It emerged during this study that informal networks and ‘word of
mouth’ are also relied upon to disseminate information within a community,
but there is little mention of this factor in the literature, a gap that is discussed
further in chapter 6.
Community web-resources have also flourished over the last 10 years,
and electronic CI will continue to develop as the internet expands (Kendall
and Wilkinson, 1998). Again this data is primarily created by the community
itself but requires more technical skill than the traditional methods. A wealth
of support services and organisations are springing up to provide training for
groups that wish to develop a web presence, such as the Manchester CI
Network described by Raven (2002). South Yorkshire CI Project, another of
these support services, aims to “develop IT capacity through the creation of
Web content”, and is working in collaboration with IT for Me to make this
content accessible through the People’s Network (Pearce and Smith, 2004).
9
2.2.3.2 Libraries
This research study is however primarily concerned with CI databases,
which are produced by libraries and other information providers and collate
the details of organisations spread throughout the community. The Public
Library has not always performed this function, but four factors can be
identified that have moved the service in this direction.
Firstly, the library service has developed a physical presence in small
communities across the country. In the mid-20th century grand iconic
buildings housed large and often imposing collections of books and reference
materials, which were not specifically relevant to the local people. Small
branch libraries have however now been built in neighbourhoods across the
country to complement these central libraries, and have become “distinctive
features of suburban life” (Worpole, 2004: 8). These branch libraries are
more closely connected to the communities in which they are based, and
therefore help professionals to identify the subjects that local people require
information about (Matarasso, 1998).
Secondly, the library profession has increasingly realised that it will
only be seen as useful to people if it works in collaboration with existing
community organisations (Durrance and Pettigrew, 2000). At the more radical
edge of this theory are professionals who contend the library should be
decentralised, and managed in partnership with the community as much as
possible, see for example Martin (1975). However, the more mainstream
approach still sets great store by professional staff and national policy
(McSean, 2005). This ongoing debate, discussed in detail in Black and
Muddiman (1997) has raised the profile of CI and forced libraries to consider
whether their current practices are adequate and to what extent they want to
involve the community in service provision.
Thirdly, wider concerns about the negative effects of postmodernism,
where civic life is felt to be fragmenting, see for example Putman (1996),
have created support for CI services. The potential of libraries to act as a
10
central place or hub, where isolated individuals can foster and renew
community ties, is consistently stressed (Harris, 2003; Burk-Pierce, 2004;
MLA, 2004b). CI is a fundamental part of this process as it helps to link the
needs of the excluded and disadvantaged groups with the resources they
need, acting as,-
“...the adhesive which binds the disparate elements together to form a
community”
Smith quoted in Bunch (1982: 3)
The fourth factor that has led to libraries maintaining CI sources is
government pressure. The library service had been left relatively
unregulated until 1997, when New Labour came to office (Culture Media and
Sport Committee, 2005). The DCMS therefore introduced a series of
measures designed to ensure a universal standard of service provision and
clarify service priorities- for example ‘Framework for the Future’ is a 10 year
strategy document that encourages libraries to, among other things, address
the digital divide and tackle social exclusion (DCMS, 2003). Library services
are also now expected to engage in community profiling in order to
“identify the community need for library services and inform planning,
target setting and performance measurement”
MLA (2005a)
The government therefore applies a significant degree of pressure to
encourage libraries to work closely with their local communities, and provide
information that is useful to the people.
The public library service is consequently under pressure to
understand the needs and wants of its community, and to provide local
information that will meet these needs. It is believed that, if done
successfully, a CI service will encourage social inclusion and community
cohesiveness. By concentrating on the opinions and attitudes of end-users
11
and the voluntary organisations this research will help to understand more
about these needs.
2.2.4 Dissemination and accessibility
The rationale outlined above has made it clear why the library should
collate CI, but does not explain how this is currently being done. A database
is an effective tool that enables information about multiple data sources to be
stored, retrieved and updated from one location (Elmasri and Navathe, 2000).
By producing a database containing CI the library, or other information
provider, is responding the problems of the information explosion,-
“currently people hunting for [local] information have to consult multiple
sources…they must do so in person, in writing or by telephone, or by
consulting data sites on the web. The problem is that there are too
many places to look.” Rowlatt (2002b: 52)
Databases aim to end this disorganisation, and make it quick and easy
for people to locate useful information, but the database itself must be made
accessible to the community. Traditionally the database would be produced
as a printed index and people could search through the entries to find the
information they required, but increasingly electronic databases are being
developed specifically for use via the web (Cooke, 2001). These can be
hosted on the Internet and in theory are easier to search than paper and can
be accessed from multiple locations (Rowlatt and Allcock, 2002).
It is these electronic databases that ‘IT for Me’ plans to tap into,
building on the work of the SeamlessUK project which has been a leader in
this field since 2000. Seamless is now a national brand that helps
information providers to tailor the content and search facilities of their
databases to comply with universal standards, with the goal of making
multiple CI databases searchable from one web location (Rowlatt, 2002a).
12
There is therefore a significant amount of pressure on libraries to
review their CI provision and link into national schemes and standards
focusing on online access. However, in the clamour to adopt new technology
it is crucial that the needs of the users are not left behind, as already
happened to some degree in other disciplines, see for example the critique of
Noble (1998) of Higher Education. This research will therefore strip back the
theory and look at one community, to ensure that their interests are not being
overlooked.
2.3 Voluntary Sector
As the research is being conducted over a short period it was
necessary to restrict the scope of the project, and it was decided to focus on
CI relating to voluntary agencies. The characteristics of the voluntary sector,
and its information needs are therefore laid out in this section.
2.3.1 Definition
The voluntary sector is a distinct entity, separate to the public and
private sectors (Rochester, 1998). A common ethos connects the voluntary
organisations to one another; they have strong values and are run for social
purpose defined through what they are trying to achieve (Welemsky in
Clutterbuck and Dearlove, 1996).
Within this broad ‘social purpose’ definition, there is however huge
diversity. Agencies vary dramatically in size, structure, resources and
purpose (Hallam and Walker, 1998). A simple but accepted categorisation of
the different types of voluntary organisation is provided by Handy (1998):
TYPE OF AGENCY EXPLANATION EXAMPLE
Mutual Support Puts people with a
particular problem or
enthusiasm in touch with
Barnsley Older
People’s Local
Community
13
similar people for advice,
support and
encouragement.
Forum
Service Delivery (Largest
and most visible section)
Provides services to
those in need
RNIB; Save the
Children
Campaigning Pressure or campaign
groups for specific cause
or interest
Greenpeace;
CND
[Table adapted from Handy (1998: 12)]
This provides a useful background description of the type of organisation that
CI providers are expected to work with and target.
2.3.2 Management and people
End-users of voluntary agencies are often disenfranchised,
disillusioned or disadvantaged, needing something beyond that which the
state or private business can provide (Rochester, 1998; Burt and Taylor,
2003). This should facilitate co-operation and enhance the relationship
between the agencies and CI providers, as they target similar sections of the
community who have specific problems.
The management of the agencies themselves can however cause
difficulties for bodies wishing to collaborate. Often they are set up for action
without proper consideration being given to long term planning, (Clutterbuck
and Dearlove, 1996). The smaller organisations that do not have any wider
affiliation are most likely to be in this position, and information about them is
therefore regularly changing. This can be exacerbated by a lack of resources
which can prevent them from communicating as efficiently as other more
established groups. However, Rochester (1998) stresses that it is important
to recognise not all voluntary organisations are managed in this way, many
have paid staff members and support from national parent organisations that
mean they work well with statutory bodies.
14
2.3.3 Information needs
The ‘information needs’ of the voluntary sector are as diverse as the
sector itself (Bennet, 1998). Hallam and Walker (1998) divide voluntary
sector information into four distinct categories, which are important to all
organisations regardless of their size:
• Basic information- useful to all stakeholders, contains details such as
organisation aims but can quickly become outdated
• Advice and information relevant to the organisation’s beneficiaries
• Advice and information relevant to other voluntary organisations
• Information necessary to operate an organisation
CI Databases traditionally contained ‘basic information’,-
"directories of basic information, often compiled by a local umbrella
organisation are a useful reference point for those wishing to find out
about voluntary sector activity in their locality”
Hallam and Walker (1998: 234)
However, the advent of online databases offers many more options, as more
data can be included in the database itself and links can be provided to more
detailed information on other websites (Cooke, 2001).
The extent to which voluntary groups are willing or able to co-operate with
database projects may in part depend on the information skills of the
volunteers and staff in the organisation. In 1999 Linley et al. produced a
report examining the nature of information work within the voluntary sector
and found that although many staff members are engaged in promotion and
publicity, they commonly lack the education and training needed to do this
effectively. The impact of this has become apparent, as a minority of large
voluntary organisations are able to exploit new technological opportunities,
while many smaller local groups are being left behind (Blau, 2001). Libraries
and other information providers must therefore recognise that the digital
15
divide may affect the attitude of voluntary groups towards an online database,
not just individuals in the local community.
The way in which information about the voluntary sector is reported to the
public is therefore worth reviewing. New technology affords many
opportunities that will theoretically benefit all groups- making the library more
relevant to the community, promoting voluntary agencies and making it
easier for the public to find information. This project will explore how
practical this ideal is in the light of current practice and opinions.
16
Chapter 3. RESEARCH CONTEXT
3.1 Research Context
Barnsley Library currently produces an online and hard-copy CI
database that includes details of local societies, including volunteer groups.
Voluntary Action Barnsley, a local umbrella organisation, also maintains a
‘resource directory’ with details of local community services, but this is a
closed-access, stand-alone system at the present time.
Both organisations are keen to explore ways in which their resources
could be more effectively utilised and exploited. They are part of a group of
four Local Authorities being used to pilot the IT for Me software.
Brief discussion with key stakeholders has established a general
assumption that comprehensive, compatible and accessible databases will
be beneficial to the voluntary agencies included. However, little evaluation
has been done to establish what the agencies feel about these databases,
they are currently managed through a ‘top-down’ approach.
The literature makes it clear that the opinions of the end-users,
voluntary agencies and information providers should be taken into account
when designing a CI service, if the service is to be made as relevant and
useful as possible. This project has consequently been devised to consider
all three groups. The methods used to collect this data are outlined in the
next chapter.
17
Chapter 4. METHODOLOGY
4.1 Theory
Research is never conducted from an entirely neutral position, certain
perspectives are always drawn on to help understand the data that are
collected (Knight, 2002). In academic research, paradigms have emerged
that are adopted by researchers from similar perspectives, allowing them to
situate their work in a recognised tradition (Strauss and Corbin, 1998).
This study aims primarily to draw meaning from the data that are
collected, rather than test a specific hypothesis. It should therefore be based
within the interpretative paradigm, which seeks to interpret phenomena within
their natural context, allowing patterns and themes to emerge (Patton, 1990).
Rather than fully adopt the grounded theory approach of Glaser and Strauss
(1967), which is applied most commonly in interpretative studies, this project
employs the principles of grounded theory but also draws on existing
literature to guide the discussion,-
“The benefits of the ‘preconceptions’ that spring from the literature
review are perhaps much greater than their costs…a good literature
review creates much more distance than it collapses”
McCracken (1988: 31)
Grounded theory encourages the researcher to allow the data to
‘speak for itself’ and thus generate new theory. The primary aim of this
research is however to explore issues, creation of a new theory or model is a
desired but by no means assured outcome. In addition the researcher is new
to this area and will therefore benefit from the guidance provided through the
literature (Bryman, 2004).
A clearer decision has been made about whether to use qualitative or
quantitative methodologies. The data collection seeks to provide rich data
about people’s opinions, attitudes and feelings so qualitative methodologies
18
are most appropriate (Silverman, 2000). This will help to tease out the
opinions and attitudes of the diverse groups of respondents in a way that a
purely quantitative study would be unable to. A degree of quantification has
been used to set responses in context, but does not allow statistical
generalisations to be formed.
4.2 Case Study
It is proposed that ‘case-study’ techniques are appropriate for collecting
data, as they enable the researcher to examine a topic within its real-life
context, identifying interactions and relationships between different groups of
participants (Yin, 2003). Research designed around a case study also fits
well within the qualitative paradigm,-
“the depth and detail of qualitative methods typically derive from a small
number of case studies”
Patton (1987: 19)
Robert Yin has been one of the most prolific writers on the art of case
study research with his much quoted book now in its third edition (Yin, 2003).
However, although many of his recommendations have been adopted, the
project does not fit exactly with the detailed criteria for case-study research
that Yin proposes; for example no hypothesis or proposition is being tested
so analytic generalisation is not the most appropriate analysis technique.
The actual methods used therefore align more closely into the “interview
case study” approach detailed by Gorman and Clayton (2005: 49), used
where interviewing forms the “dominant means of data collection”.
4.3 Methods
The use of the literature review to inform subsequent research design
has been discussed already. The topics discussed in the review were
proposed initially following a literature search carried out by the researcher
19
and developed following initial discussions with key stakeholders from
Barnsley Library, Voluntary Action Barnsley and the IT for Me project.
Three specific methods were chosen to collect data about the topics
identified during the review and initial discussions; survey, focus groups and
face-to-face interviews. Use of diverse methods, or triangulation, is
encouraged in case study research as it prevents skewing of results because
of reliance on a sole source of evidence (Yin, 2003). However, for reasons
outlined in section 4.4 the survey and focus groups proved to be too difficult
to carry out. A diverse selection of cases and respondents has therefore
been used to balance the results, but the primary method of data collection
has been interviews.
4.3.1 Interview Rationale
Interviews are one of the longest-standing tools for data collection, and
when carried out skilfully can produce valuable and informative results.
Several factors made them particularly relevant for this study:
• They can be used to establish or corroborate basic factual data, (Gorman
and Clayton, 2005).
• A semi-structured approach provides guidance according to key topics,
but allows the respondent to elaborate and bring up new threads and
themes, possibly not considered by the researcher (Yin, 2003).
• They can incorporate other techniques, such as using flashcards if the
concept requires clarification (Arksey and Knight, 1999)
• The give a more personal emphasis to data collection which can often
persuade people to take part (Gorman and Clayton, 2005)
Once the decision to use interviews had been taken, it was necessary to
identify respondents who would give access to the diverse set of data
needed to fully explore the study’s aim.
20
4.3.2 Selection of ‘cases’
The research objectives make it clear that knowledge from three
distinct groups will be required in this study; the end-users of the database,
the organisations included on the database and the people responsible for
providing the database.
The unit of analysis that counts as a case can range from a single
person to a community or organisation (Patton, 1987), so individuals from
each of the above groups have been chosen as ‘cases’. As the triangulation
of methods was only partly possible, multiple cases were used to give a
deeper understanding than is possible with a single case,-
“even if you can only do a ‘two-case’ study, your chances of doing a
good case study will be better than using a single case design”
Yin, (2003: 53)
However, it is important to bear in mind that given the qualitative nature of
the study the use of more than one case produces richer data, but not
necessarily data that can be generalised or is representative of the
population being studied (Berg, 1995).
4.3.2.1 End-users
It was hoped the study would engage members of the public from
across the Barnsley community, as in theory any person might have had
need to access the CI database. Accessing people from every section of the
community is however a near impossible task as in modern society there is
not one “space” that all groups populate (Harris, 2003). It was therefore
decided that since the study will feed into larger public library research
projects, the central library would be a good place to recruit participants.
One day was spent in the central library, requesting 5-10 minutes with
library users to ask them about their experiences and current information
seeking practices. The number of people interviewed was not set before
21
hand as it was unknown how many people would be present or willing to
participate. As the interviews were not expected to take a long time it was
decided that the sample size would be increased until the researcher was
“not hearing any new points” Arksey and Knight (1999: 58). After talking to
38 participants it was felt this point had been reached. Learning from a less
successful attempt to recruit participants to a focus group the previous week
(discussed in section 4.4), the researcher was positioned in a prominent
position with table and chairs, dressed smartly with an official clipboard and
offered participants a chocolate in exchange for their time. The need for
participants to complete any forms, which some people may find daunting
was also removed- basic personal details and consent were given verbally.
4.3.2.2 Voluntary Agencies
Yin (2003: 90) advocates the use of informants who suggest, “other
persons for you to interview, as well as other sources of evidence”. In order
to identify representatives of voluntary agencies who would be willing to
participate it was therefore decided to ask a member of the VAB staff to act
as an informant. Initially the researcher drew-up strict guidelines that would
locate three cases, each one representing one of Handy's (1998) three
‘types’ of voluntary agency. However, discussion with the informant revealed
that although these categories were relevant to the Barnsley Voluntary
Community, they did not fairly represent the community- there are for
example many more support groups than campaign groups.
The study is not claiming to be representative, but this information
made the decision to limit the study to only three cases appear arbitrary. In
order to access richer data the informant therefore provided a list of fifteen
diverse voluntary groups that operate around the Barnsley area. Given the
limits of time and transport difficulties it was possible to meet with and
interview members of six of these groups.
22
4.3.3.3 Information Providers
The final research objective seeks to examine issues the information
provider may face in meeting the needs of the community. Respondents with
responsibility for CI databases at four public libraries and one information
organisation were interviewed about their current practices and pressures
they face. The advice of Gorman and Clayton (2005: 128) to “include
professional, para-professional and support staff” was also adhered to, and
participants from different levels in one of the libraries were included to give
depth to the data.
The final number of participants and their respective roles were therefore as
follows:
Members of the public- 38
Voluntary agency representatives- 6
Information provider, Manager- 2
Information provider, Professional staff- 6
Information provider, Non-professional staff- 3
4.3.3 Question structure and piloting
Of equal if not more importance than identifying the people who held
the data required, was asking the questions that would elicit this data. As the
study is situated in the interpretative tradition, it was important not to
prescribe or predict the results, allowing the respondents a chance to take
the discussion in new directions (Denscombe, 2003).
As has already been stated, all respondents were interviewed using
semi-structured interviews, but the term ‘semi-structured’ can encompass
many different designs (Patton, 1990). Different degrees of structure were
used in the interview schedules for different groups of respondents. The
schedules themselves have been included in appendix 1, and before each
schedule the rationale behind the design has been laid out.
23
Before the interviews were conducted it was necessary to pilot the
questions to assess whether they were “clear, understandable, unambiguous
and the like” Arksey and Knight (1999: 96). Ideally the pilot stage of the
research should involve respondents from the groups that will be used in the
final study. Given the distance and difficulties with travel it was however
deemed more practical to use respondents from the nearby city of Sheffield
for the pilot study.
4.3.4 Reliability and validity
Qualitative research is often criticised by academics from the
quantitative end of the spectrum for not being scientifically reliable or valid
(Marshall and Rossman, 1999). Gorman and Clayton (2005) identify several
techniques used to improve the reliability and validity of qualitative research
that were put into practice in this study:
Technique
Reliability
Example
Note-taking Following each interview and informal meetings the
researcher made detailed notes about general
impressions and comments made once the Dictaphone
was turned off
Immersion in
context
Although direct observation was not possible the
researcher travelled to Barnsley on 15 occasions and
conducted all interviews in settings where the
participants were normally found
Multiple situations The variety of cases used exposed the researcher to
many different situations
Draw on other
research
The use of literature throughout this study has been
highlighted already
Validity
Face validity It was necessary to understand ‘normative’ behaviour
for the people being studied to set their responses into
24
appropriate context. Attention was therefore given to
the appropriate behaviour for different groups- for
example a respondent in the library was discounted
from the study when it became apparent that they were
drunk
Criterion validity This equates with triangulation which has been touched
on elsewhere.
Construct validity This relies on the analysis relating the results to
relevant theory or literature if this exists. Section 4.1
outlines the approach that will be used to ensure this
Use of language It was important that the interviewees felt at ease but
also that the interviewer remained ‘value neutral’. The
researcher therefore made use of prompts such as
“would you like to add anything else” and repeated
respondents comments back to them to ensure that
correct meaning had been taken
4.3.5 Other source of information
Interviews have been used as the main method of data collection, but as
the study progressed it became apparent that the respondents viewed certain
paper sources as valuable and closely connected to the concepts being
discussed. These were therefore collected and drawn on to aid the analysis.
The key ones were:
• Publicity and leaflets produced by the voluntary organisations to promote
themselves
• Information produced by information providers about their CI service and
databases
• Information sheets that voluntary organisations are asked to complete by
information providers to be included on databases
• Other sources of local information, such as the local media
25
This use of documentary evidence is supported as a valid research tool by
many different commentators, see for example Bryman (2004), but as the
decision to use this data was taken during the study it, like the interviews,
serves to illuminate rather than provide comprehensive or representative
coverage.
4.4 Limitations and problems
Several key limitations are clear with this methodology. The most
striking is the decision to abandon the survey and focus groups, and use only
interviews to collect data.
The survey had been proposed as a way to collect basic data about
current CI database provision in library authorities across the country, and
the issues they considered to be important. It was planned to create a
structured questionnaire that could elicit simple, specific data by asking
carefully worded closed questions (Gillham, 2000). However, as the issues
around the topic became clearer, it was obvious that although some broad
observations could have been made, the most important themes could only
be answered through open questions that would give the respondents an
opportunity to elaborate on their answers (Patton, 1990). The benefits of
retrieving this data were on balance not felt to outweigh the expected
limitations it would put on other aspects of the study, due to the time and cost
involved in producing and coding qualitative surveys.
Focus groups had been proposed as the best method to collect data
from the end-users and the voluntary organisations, as it would allow people
to discuss the possibly abstract concept of CI and help them to make
comments that may not have been considered if they were alone (Stewart
and Shamdasani, 1990).
However, recruiting participants for focus groups is much more difficult
than for most other methods as it is necessary to get 8-10 people to commit
to time and venue arranged by the researcher (Bloor, 2001). It had been
26
hoped that using pre-existing meeting times and venues would overcome this
problem for voluntary organisations, and that meeting end-users on the same
day in the library one week later would ensure recruitment of sufficient
numbers of end-users. However, despite sending two emails and making
one phone call to organisations recommended by the informant from VAB
and spending a day in the central library inviting people to attend, the
required number of people could not be attracted.
Another key factor that limited the research design was travel. The
researcher was relying on the public transport system, which did serve all of
the destinations where respondents were based, but required large gaps to
be left between meetings in case of delays. This meant that arranging
interviews with respondents not contacted in the early stages of the research
was not possible.
4.5 Analysis
Once data has been collected it is important to allow enough time to
analyse it, aiming to balance the need for ‘rigour’ with the benefits of making
creative connections (Strauss and Corbin, 1998). A Dictaphone was used to
record the interviews, subject to the consent of the participant, and these
recordings were then transcribed. The transcriptions were then studied in
detail.
When dealing with qualitative data it is common to make use of coding
techniques that,-
“serve as short-hand devices to label, separate, compile and organise
data”
Charmaz (1983:186)
Unlike quantitative data, there are no set guidelines that govern the
coding of rich but “cumbersome” data collected using qualitative techniques
Bryman (2004: 402). A respected method involves assigning concepts to the
27
data initially, being as fluid as possible and encapsulating all the themes and
ideas that are present. This was done using mind-maps, which allowed the
responses of each group of respondents to be collated in one place, and the
key concepts then quickly became apparent (see appendix 3). Once the
concepts had been identified they were compared and grouped into major
themes, that were then woven back together with illustrative sections of
narrative, to lend authority to the analysis (Gorman and Clayton, 2005).
4.6 Ethics
It is important that research is carried out in an ethical manner, where it is
clear to participants what the information they provide is going to be used for
(Knight, 2002). The dissertation was carried out in accordance with
university ethics policies and all respondents received an appropriately
worded information sheet, and gave their consent to participate (see
appendix 3). In addition it was decided that the results would be anonymised
to protect the identity of the respondents. Codes have therefore been used
to indicate where the direct quotes came from, without giving away the
identity of the respondents (see appendix 4). Finally, the interviews were
recorded where possible, but two respondents preferred not to be and note-
taking was therefore used during these interviews.
28
Chapter 5. RESULTS
5.1 Introduction
During the process of data collation and coding, it became clear that
although the groups were analysed separately, the same themes were
present in each set of responses. This enables the results to be presented
by theme, and gives the reader opportunity to compare the responses and
form their own opinion before reading the discussion from the researcher, a
technique recommended by Charmaz (1983) to reinforce the reliability and
validity of the study.
The discussion in chapter 6 then recasts the results according to the
three key objectives, and thus links the findings with the literature presented
in chapter two. The fourth objective, exploring comprehensivity, actually
emerged as one of the key themes during analysis and it therefore seems
fitting to discuss it in the same way as other themes, rather than singling it
out.
The following diagrams show the basic structure used to present the
findings- the results chapter will follow the horizontal rows (themes) while the
discussion will be laid out by vertical column (objectives).
Diagram 1. Results chapter and key themes
Comprehensive
breadth
Section 5.2
Comprehensive
depth
Section 5.3
Quality
Section 5.4
Accessibility
Section 5.5
Policy and
Promotion
Section 5.6
R
E
S
U
L
T
S
29
Diagram 2. Discussion chapter in relation to results Information
Provider Voluntary organisation
Local community
Comprehensive
breadth
Comprehensive
depth
Quality
Accessibility
Policy and
Promotion
R
E
S
U
L
T
S
Section 6.1
Section 6.2
Section 6.3
D I S C U S S I O N
5.2 Comprehensive breadth
Comprehensive breadth refers to the scope of the database, and the
extent to which it is able to include details of the many and diverse voluntary
organisations that exist in a spatial community. This theme was discussed
by all respondents and is a key part of any database, as it affects the number
of records that are held, and therefore the size of the resource.
5.2.1 Results
Nineteen of the thirty-eight members of the public interviewed indicated
that they would expect a database or other information source to contain
details of all the relevant organisations that existed in their area. Three of the
six voluntary organisations also liked the idea of one ‘complete’ resource that
they could deal with confidently, knowing it collected and maintained details
of every voluntary group.
30
“I would always check in the library, they know everything, or they should
do.” [P11]
“I suppose it would be better with just one central source then at least you
know, well, at least if I ring there and update them then at least it will filter
out.” [V5]
However information providers were more wary about this concept, and
contended that it is not realistic to claim the resource is completely
comprehensive. Respondents from each of the five information
organisations made it clear that they are not able to include details of every
local group. Respondents from the three remaining voluntary organisations
agreed with this sentiment, acknowledging the difficulties inherent in
maintaining a large database, and especially recognising the characteristics
of their sector that can exacerbate this problem.
“I think some people think there is a booklet they can come in and buy
that will have every organisation in the area in it and they don’t realise
what an extensive piece of work that could potentially be, and that we can
never keep it all” [IPN1]
“The problem with databases and directories is that they do go out of
date that quickly and you’ve got to be sure that they are constantly kept
updated. There are an awful lot of organisations out there and, I mean I
have worked here for six years and I still come across groups and
societies, not every week, but, I think crikey, I didn’t realise that existed.
Things just change so fast with voluntary groups” [V4]
When the participants from the public were invited to expand on their
comments it emerged that although nineteen people had said they would
expect the resource to have details of every relevant organisation, twenty-two
1 See appendix 4 for a key to these codes
31
of the respondents are currently quite accepting of and use resources that
are not fully comprehensive. It was clear from their comments that they
valued the service they received very highly, and if the source did not provide
them with the exact information they needed, but was able to give helpful
suggestions about other places where they could look then they were content.
“I went to the CAB, then I rang trading standards. It were better talking
person to person though, telephone advice is really frustrating” [P19]
“I would probably contact social services because they could advise and
would have the contact details of any other groups if they didn’t know.
They are always willing to help” [P17]
The information providers were asked to describe their current activities
when identifying organisations to be included in the database. The
responses of four out of the five suggested that they do not have a standard
or detailed approach for locating organisations, their techniques are fairly ‘hit
and miss’ depending on how busy and committed staff are:
“We try to get information in any way shape or form” [IPP1]
“Proactive activity is no longer viable, so it tends to be if a member of the
library staff happens to notice a group in a particular area, they may think
to contact us and then we will contact them with a form to ask them if
they would like to be on the database.” [IPP6]
Information provider 4 had a more established CI service than any of the
others, with 12 staff members working in the team and helping to collect
details of local groups. The systems it used were more strictly adhered to
than the other providers with responsibility for different subjects divided
between staff members, but even here it was acknowledged that some
groups would always be missed.
32
“We pick up a lot but I am sure there is some that slips through, because
say we don’t get a community newsletter for a particular area so we don’t
find out about that. [IPP4]
Although the information providers made it clear that they did not think
they could ever have a database that contained details of every organisation,
they did still want to provide as complete a resource as possible and they all
responded positively when they were asked about whether they currently
share data with other organisations. Two of the providers already work in
collaboration with another organisation to access specialised information
about a particular topic.
“We are already working with the health authority... They maintain some
of the health information which is on the database- our database is
actually done in a partnership with them.” [IPP4]
Four other respondents thought that in principle sharing data was a
positive thing, although they had given little thought to what would be
involved in this activity. Two of these four thought that they could make data
available to other groups, but did not consider that the data transfer might
work in the other direction as well.
“Potentially I suppose the direction we might be going in, finding out if
there are other organisations in the area who are collecting information
and then working with them. So you are not having different
organisations collecting the same information.” [IPN1]
“We don’t have any problem with sharing the information. People can
ring up and ask, you get that a lot” [IPP3]
However, there were also significant concerns voiced about sharing data,
and some key objections were raised. All of the library staff noted that time
33
was a major constraint, and three of the institutions mentioned data
protection rules as limiting factors.
“There are only two of us that do the work, our colleagues on the front
desk will help and liaise with us if they get material but it is ourselves that
do the work behind the scenes, and it takes a huge amount of time.
Liaising with any more people would be a serious commitment.” [IPP5]
“We couldn’t just automatically do it. Although there might be similar
things that they are on already, we can’t just go shifting data about.”
[IPN3]
Three of the providers recommended ‘outreach’ work with the community
as an activity that would help them to broaden the scope of their database.
They saw this as a way to raise knowledge of the library staff about what is
actually happening in the community, and also raise the profile of the library
with the organisations, making them more likely to co-operate and help to
maintain the database.
“I would like to go out and do more outreach work and actually meet
groups more because I think if they had a personal contact they would
see what we could offer more and that would lead to a development of
the service.” [IPP5]
Finally, one interesting case was a library that had taken pro-active steps
to reduce the number of organisations included in the database, without
reducing its scope. They realised that they did not have the capacity to
maintain details of every group and therefore concentrated on the ones they
judged to be most important.
34
“We have had to draw a line for practicalities in that we don’t try to
include every community organisation. We have in theory rationalised so
for example including the local scout group organiser as opposed to
every local scout group. This has meant reducing the number of
organisations in the database but it has made it possible to keep on top
of the maintenance.” [IPP6]
5.2.2 Summary
The results therefore show that there are mixed attitudes to the
concept of a comprehensive resource. Respondents from all sections are
keen to develop as full a resource as possible, but those who have
knowledge of the nature of voluntary organisations and have responsibility for
maintaining a database accept that this may not be possible. The service
users appear to accept this as long as they receive friendly customer service,
and a referral to a different source. Everyone favours the principle of sharing
data to an extent but the constraints of time and data protection made the
providers wary about actively planning to adopt this method.
5.3 Comprehensive depth
The term comprehensive depth has been used to connect issues
around the content and amount of detail that the database ought to contain.
There were some clear differences between the three groups of respondents
in relation to this theme.
5.3.1 Results
The information providers all favoured developing as detailed a resource
as was possible. Although the amount of detail requested on their
application forms varied (see appendix 5 for some examples), they all
allowed a space for ‘other’ so that the organisations could supply anything
felt to be important.
35
“The more information we can get on there the better” [IPP2]
“The groups can chose as much as they want, the system works with
them so they can specify all the information or just the contact details”
[IPP5]
However, three of the providers made comments to suggest that they felt
not all the detail they were collecting was needed by the end-users from the
local community. Rather they were extending the database to act as a tool
for themselves or other bureaucratic bodies, meaning the database had a
role to play that was greater than purely providing information to the
community.
“I think there is something in-that, well, we are librarians and we want a
comprehensive complete resource, that’s what we do, we collect
information. But maybe it is more for our own benefit or official
purposes.” [IPP6]
As it was felt the public did not want or need all the detail collected, the
printed directories, produced by four of the providers, included only some of
the total content of the database, selected by the staff.
“Everything that is in the database is not everything that is in the
directory…the database has got a lot more in it than the directory, the
directory is cherry picked stuff that fits in.” [IPP3]
Where the database was made available online, in four of the five cases,
the providers were happy to give access to all the detail, as long as the
organisations did not object.
“For the internet version all the information that we collect is made
available to the public unless the group have stipulated on the form that
they don’t want it to be made available.” [IPP2]
36
One of the providers is experimenting with providing web-space to the
organisations so that they can add further detail of their own. The end-user
will then be able to delve deeper if they are interested but not feel
overwhelmed, but this is only possible if the end-user accesses the database
online.
“It should be THE point of entry for anyone wanting to find out about
community groups. They can search by subject or organisation and find
a website created by that local group that then tells people what the
group wants them to know.” [IPP6]
The findings from the public show quite clearly that they would expect the
database to be able to provide them with basic contact details, but were not
particularly concerned with other pieces of information. The majority of
people saw the organisation itself as the best source of further information.
“If I wanted to know any more I would contact the source so to speak.”
[P14]
The chart on the following page shows the details that members of the
public said they would expect to be given when they first enquired. Most
important by a large margin is the telephone number of the group, mentioned
by 32 of the 38 respondents. Where the group meets and what the group
does were each flagged up by more than ten participants as useful pieces of
information for a database to contain. Other details such as website address
were not considered to be as important:
37
Figure 1. Details required by public
1 12 2 2
34
6
1213
32
0
5
10
15
20
25
30
35
Num
ber o
f par
ticip
ants
who
indi
cate
d th
is d
etai
l
The qu
ality
of the
grou
p
Who ca
n go
Any co
sts or
charg
es
Particip
ant in
volve
ment
Websit
e add
ress
Addres
s
When t
he gr
oup m
eets
A conta
ct na
me
Where
the gr
oup m
eets
What th
e grou
p doe
s
Phone
numbe
r
Detail
Details required by public
The following quotes provide further evidence of the above trend, and
more than one has been included to show the strength of feeling about the
importance of the phone number:
38
“Who’s their spokesperson, contact telephone, that would be enough for
you to get stuck in. Usually ringing [the organisation] is sufficient and
then they will visit you.” [P5]
“Just a telephone number would be fine I suppose” [P7]
“Need a name, use a phone number to kick off wi.” [P11]
“Basically a phone number would do for a start” [P27]
“I think the phone number and then these people [in the organisation] are
used to dealing with people like me so they fill in the rest themselves”
[P32]
For the voluntary organisations themselves the key theme stressed by all
was that they wanted the information provider to understand what their
organisation did and the way its services could be accessed. They therefore
felt that it was not enough to just have a contact number, if members of the
public were to get in touch with the most useful and appropriate organisation
then the database had to give them sufficient detail to make this decision.
““I think they need to know exactly what we do because its surprising
really, you go out, and we do talks and presentations and there are
always people who will say ‘well I never realised you did that’.” [V5]
Two organisations went even further than this, feeling that information
providers ought to actively promote the issues they were campaigning for.
“…we are doing as much as we can realistically do in terms of the
customer focus but with the other organisations we would like some more
collaboration to try and get the message across” [V1]
39
5.3.2 Summary
This section has explored the comprehensiveness of the content that
is made available through a database. There is an obvious desire by the
information provider to create a resource that is larger than a just a list of
contact details, and this detailed approach is supported by the voluntary
organisations. The public are however much more content with basic
information that will allow them to make contact with an organisation, and
they can then explore their interest more deeply. To an extent this has been
recognised by information providers, in their decision to reduce the detail in
printed directories, but the situation regarding online resources is more varied.
5.4 Quality
During analysis of the transcripts a number of different concepts
emerged that relate to the perceived quality of the information resource. This
section will therefore collate these issues under the banner of quality.
Participants discussed trustworthiness, accuracy, customer service and
censorship, and these concepts then naturally lead into a discussion about
who is responsible for updating information.
5.4.1 Results
The information providers all believed that they were trusted sources of
information already, and the public would expect them to provide good quality
information so they had to work hard to ensure this was the case.
“I think people tend to treat public libraries with a bit of, not really respect,
tend to think that we hold their information in a very in a proper manner. I
think you’ve got to uphold that with people otherwise your credibility starts
to go” [IPP1]
However, none of the five providers had done any evaluation to try and
ascertain how the members of the public felt about the quality of their current
40
resource. The general assumption was that the databases were well
received and needed by the community. Three of the providers commented
that the fact that the public were still making enquiries was taken as an
indication that their service was meeting a need, but no feedback had been
received to confirm if this was the case:
“No, I don’t think we have ever done any evaluation. I don’t know why
we’ve never done it; don’t think we’ve really thought about it.” [IPP2]
“I suppose we assume people go away happy, but you could equally get
people coming back and saying ‘you sent me here and this is not what I
wanted’. We don’t really get feedback though” [IPN3]
The members of the community did not comment in great numbers about
the quality of the information they expected to receive from databases or
other information sources. Only eight individuals commented on the actual
information that was provided, three of these were negative points and five of
them were positive.
“There is the Thompson local but often it is just a national number and
you call and get put in a queue, that kind of information’s not all that
useful” [P15]
“They are very trustworthy here [in the library], so they would give me the
right details” [P6]
The quality of the service came across as being more important to the
members of the community than the quality of the information itself, and has
been touched on already in the first theme. Fourteen of the respondents
talked about this and indicated it would be a key factor in their decision about
where to look for information.
41
“I have rung the library and been passed from pillar to post in the past. I
found that the CAB were much more friendly” [P8]
“The staff here are very informed and impartial and I’ve found them pretty
helpful, not like family’d maybe be, so I’ve used their facilities a lot” [P10]
” [P28]
The quality of the information itself was considered to be much more
important by the voluntary organisations, two of which had had negative
experiences as a result of inaccurate information being disseminated about
them.
“The hospital put on their appointment cards that we provide free
transport, we don’t provide free transport. That wrong information has
given us a lot of anxiety and heart ache…so whoever did it conceptually
got it right but factually got it wrong.” [V1]
All of the other voluntary organisations stressed equally strongly that the
information stored about them had to be accurate and up-to-date. Two of the
organisations felt that it was their responsibility to inform information
providers about changes, but both noted that lack of time meant this rarely
happened.
“If there is a change we try to make sure it is disseminated round where it
matters. It is up to secretary to decide who needs the information,
usually it ends up being passed on to those organisations and people
who have been most receptive to us in the past. The burden of other
problems mean the issue of renewing information can be sidelined” [V2]
The remaining four organisations were however in no doubt that the
information providers had ultimate responsibility for ensuring the databases
kept accurate information. They would all try to inform their close contacts of
changes, but none considered the library to be a close contact. The
42
voluntary groups all engaged in promotion or publicity in one form or another,
and felt that if the library or other provider wanted to know about what was
happening, they should regularly check these materials and note any
changes.
“I think the groups forget where the information is coming from. When
you take on a role you’ve got so much to think about to start with, its like
when you move house, you try to notify everybody but you always miss
somebody or someone. You can’t hope to try and remember everything.
So I think it’s got to come from the holder of the database because it is
them who holds the responsibility for keeping the information up to date.”
[V4]
The information providers however tended to feel that responsibility for
keeping the information up to date lay with the voluntary agencies. All of the
information providers operated a system of rolling updates, where they
contacted every group to confirm details on a regular basis, and the lack of
response from the groups was a huge problem for each of them.
They can be hard to hear back from, we mailed out for an update and got
about half back, then we mailed out again, then we had to start doing
telephone checks…You have to be constantly knocking on the door, if
details are wrong then it is a reflection on us but it is probably because
the organisation has not informed us.” [IPP3]
Information provider 4 which had the most established and well staffed
service commented separately about the quality of the information provided,
stressing that they checked the content carefully before it was included in the
database or directory.
“We are really strict here on quality, we edit it and proof read it for
accuracy and content. We have really strict inputting standards that we
adhere to” [IPP4]
43
Information providers 1 and 6 were however less concerned with this type
of check. They considered the database to be a public source and they
currently accept details that the organisations provide at face value. Both of
these providers expressed an interest in adopting more user-controlled
systems that would hand responsibility for updating entries over to the
voluntary organisations, and reduce the burden on library staff significantly.
“When you give out addresses or other details you are doing it in good
faith, you are giving somebody an address of what you assume is a
reliable group but it may not be the case […]. There is an element where
you’ve just got to trust that these things are ok.” [IPP1]
“Our goal was to make it more of a community resource so we have been
able to set up an interface where people can update their own details
online… We do monitor it to a certain extent, if we come across
something that we think is a bit dodgy then we will contact the group, but
it should be a public-facing tool.” [IPP6]
5.4.2 Summary
This section has presented findings concerning the quality of the
information provided on the database. The information providers clearly see
themselves as trusted sources of information and are keen not to lose this
status. The members of the public made little comment about this area when
explaining why they chose a certain source, but they did point to customer
service as an important factor in their information seeking behaviour. For
voluntary organisations quality was vital, and they felt that responsibility for
ensuring the details were accurate ultimately lay with the information provider.
Finally a divergence between information providers became apparent, as
some providers appear to move towards a resource more controlled by the
community, while another held tightly onto professional control.
44
5.5 Accessibility
Accessibility is the fourth theme that emerged from the analysis of
transcripts, and encompasses concepts such as ease of access and
popularity of online resources. The responses from the members of the
public that are included in this theme relate to the way that they access
information, while the responses from the other two groups refer to the way
that they make information available. The data presented in this section is
slightly more quantifiable than the data in the previous three sections, and
charts have therefore been used to illustrate the results.
5.5.1 Results
Every member of the public made reference to more than one source
when they were asked where they would look for information, and there is
significant diversity in their responses. However, some sources were more
popular than others. Notably in their initial responses when people were
considering sources they would use for general information about voluntary
organisations, 35% of participants indicated they would refer first to ‘word of
mouth’ comments from people in their community, such as friends, family or
work colleagues.
“Well, first I would ask around, friends, colleagues, someone would tell
me.” [P15]
Other sources of information were quite varied; organisations that are
able to give personal service through staff, such as the library, were popular
as were local media sources that are produced on a regular basis and have a
high profile in the community. Printed directories that have been established
for some time and are delivered to people’s houses such as the Thompson’s
directory were also highly regarded. The Internet also achieved modest
support, with 7% of respondents favouring commercial search engines and
7% favouring the council website. The following chart shows how all of the
responses broke down.
45
Figure 2: Initial sources of information
Initial sources of information
7%
13%
7%
13%
2%
0%
5%7%
2%
0%
2%
35%
7%
Ask in library 7%
Commercial directory e.g.Thompson's 13%Commercial search enginee.g. google 7%Local newspaper 13%
Local radio station 2%
Council dept. e.g. socialservices 0%Council website 5%
Citizens advice bureaux 7%
Local community centre 2%
Health Professional e.g. GP0%Specific voluntaryorganisation 2%Word of mouth 35%
Don't know 2%
The respondents were then asked to think more specifically about a
given situation or an experience they had had. Their responses indicate that
different sources of information were chosen depending on the type of group
they would be looking for. Respondents were not restricted or encouraged to
give any particular answer meaning that some provided more than one
source for certain groups, accounting for the disparity in total responses in
the charts below. It is also important to bear in mind that general information
sources had already been provided.
When looking for information about a support organisation the most
popular source of information was a health professional, which may reflect
the fact respondents were asked to think about support for an illness.
46
“I’d go to me GP because they keep lots of information on their racks, it’s
the first port of call for anything about sickness” [P14]
Various other information sources were also referred to by a number of
respondents on a sliding scale, from the library with seven people down to
word of mouth with only one.
Figure 3: Sources of information about support organisation
SUPPORT ORGANISATION
7
45
6
0
3 34
0
10
01
002468
1012
Ask in
librar
y
Commerc
ial di
rector
y e.g.
...
Commerc
ial se
arch e
ngine
e...
Loca
l new
spap
er
Loca
l radio
stati
on
Counc
il dep
t. e.g.
socia
l ser.
..
Counc
il web
site
Citizen
s adv
ice bu
reaux
Loca
l com
munity
centr
e
Health
Prof
essio
nal e
.g. G
P
Specif
ic vo
luntar
y orga
nisati
on
Word
of m
outh
Don't k
now
Source
Num
ber o
f res
pons
es
The sources used to find out about a service delivery organisation were
less varied, with the Citizen’s Advice Bureaux and specific Council
Departments being identified by 11 and 10 participants respectively. The
next most popular source of information was mentioned by people who
already knew that a service was available from a specific voluntary
organisation.
“Well, I’d go to Age Concern love, I already know about that one” [P25]
47
The other sources were only mentioned by one or two respondents as is
shown in this chart:
Figure 4: Sources of information about service delivery organisation
SERVICE DELIVERY ORGANISATION
0
2 2 21
10
0
11
0 0
8
2
00
2
4
6
8
10
12
Ask in
librar
y
Commerc
ial di
rector
y e.g.
T...
Commerc
ial se
arch e
ngine
e.g..
.
Loca
l new
spap
er
Loca
l radio
stati
on
Counc
il dep
t. e.g.
socia
l serv
ices
Counc
il web
site
Citizen
s adv
ice bu
reaux
Loca
l com
munity
centr
e
Health
Profes
siona
l e.g.
GP
Specif
ic vo
luntar
y orga
nisati
on
Word
of m
outh
Don't k
now
Source
Num
ber o
f res
pons
es
Finally the respondents were asked about campaign groups. This was
the only example where some respondents were unable to think of any
source of information.
“I don’t know about that one, well maybe, no actually, I really have no
idea” [P16]
Those respondents that did feel able to give an answer clearly favoured
the local media, with the newspaper being identified by 19 people and the
radio by 7, as it was imagined that they would run an article on the campaign
48
issue. Commercial search engines also featured highly here and were
suggested by people who couldn’t think of any other place to look.
“It’s not something that I have bothered to do. You’d go on a major
search engine like yahoo I suppose” [P3]
Figure 5: Sources of information about campaign group
CAMPAIGN GROUP
1 0
10
19
7
0 0 1 0 0 0 0
12
02468
101214161820
Ask in
librar
y
Commerc
ial di
rector
y e.g.
Th...
Commerc
ial se
arch e
ngine
e.g..
..
Loca
l new
spap
er
Loca
l radio
stati
on
Counc
il dep
t. e.g.
socia
l serv
ices
Counc
il web
site
Citizen
s adv
ice bu
reaux
Loca
l com
munity
centr
e
Health
Prof
essio
nal e
.g. G
P
Specif
ic vo
luntar
y orga
nisati
on
Word
of m
outh
Don't k
now
Source
Num
ber o
f res
pons
es
One key factor for voluntary organisations relating to accessibility was
that they all maintain networks of contacts with other voluntary organisations,
meaning they are already well connected and established in their community.
“Years ago we did send out our leaflet to everyone that we networked
with, so particularly community health teams, hospitals, rehab, PCT so
they were aware of who we were, what we were doing, and it does take a
while to expose yourself and make people aware of what you are doing.
But, yeah, we are quite established now” [V6]
49
In order to make their information available to the public, voluntary
organisations all engaged in a degree of promotion and publicity, which will
be discussed in the final theme.
Another accessibility issue that was important to voluntary organisations
relates to who they thought would access the databases. Four organisations
commented that the database would be used by other voluntary groups,
professionals or carers, rather than their end-users.
“I think other voluntary groups and professionals probably, but I cant
imagine that they [the service users] would look there to find out…I think
in the main people tend to come through word of mouth… they’d rather
somebody told them about something then they know there isn’t a catch”
[V5]
All the information providers were keen to make their databases easily
accessible to the public.
“The important thing for me is access to that information for our users, it’s
all about ease of access really” [IPP1]
All of the providers also commented that it would be impossible to single
out a specific group or section of the community that might make use of the
database.
“Voluntary organisations, statutory bodies, doctors surgeries, individuals,
businesses. I think a whole range of people use it, it is impossible to say
a particular group.” [IPP4]
There were some significant differences between providers in the way
that they make information accessible, and what they plan to do in the near
future. Information provider 5, which has been seen already to be moving
50
towards a more user-controlled database, has recently stopped producing
any paper copy of the database because of a lack of resources.
“We did produce a book from the database but actually the costs from
that, the staff time and printing costs were prohibitive so at the moment it
is only available via the web or via the access database for the staff
here.” [IPP6]
The other providers however still maintain a paper copy for those users
who cannot or chose not to access the Internet.
“Often people still feel more comfortable using something printed. The
internet is such a random and diverse bog it is different to be sure the site
has the authority. Something printed confers more authority, so people
will still want the printed copy often.” [IPM2]
An interesting difference was noted between non-professional and
professional staff in the embedded case study. The non-professional staff
who dealt with enquiries knew that the database was available online but did
not use it themselves and believed the public preferred the paper copy. Staff
involved in policy making however believed that the public were keen to get
access online, and were planning to make the database more technological.
“We would occasionally say to people they are there on the Internet but
once they have got to the stage of coming in here they don’t want to be
told to go and look somewhere else. There would be no point in us
looking on the Internet because it’s just easier to go and get the folder
out.” [IPN2]
“I assume that the staff use the internet because you can more or less
guarantee that the information on the internet will be more up to date than
the hard copy, and then the public know where to go in t’future. We want
to keep up with the whole e-government targets” [IPP2]
51
All staff at all providers did however welcome the prospect of linking their
databases to a larger framework so that more people would be able to
access them online.
“Well, one of the things that we ought to be taking account of now is this
commonality…what we ought to be doing now is thinking about, not joint
access, but the linkages between ourselves and other databases to try
and see how we can link together” [IPP1]
Significant worries were however raised about how this would be done.
IP4 was particularly clear that they did not want to have to change the way
that they currently provide a service as they felt they were in tune with the
needs of the users.
“One of the main things that does concern me is the keyword, maybe I
looked at their website [IT for Me] from the wrong perspective but it
seemed that they keywords they used are not the keywords that
members of the public or organisations would use, I would hate to think
that we would have to replace what we have got now with those. Maybe
if there could be a merger or the two that would be fine.” [IPP4]
5.5.2 Summary
The accessibility theme has encompassed several different concepts,
that were quite clearly divided by group. It is clear from the public responses
that they currently use different sources of information for different purposes,
but that word of mouth is important to them. The voluntary organisations are
currently quite happy with their existing networks and contacts, and feel that
the databases are useful to develop cohesion and links within the sector, but
may not be as useful for their end users. The information providers are keen
to make their databases user facing but there seems to be some difference
of opinion about the best way to do this. At the lower level advice and paper
52
are preferred but the policy makers are keen to provide more technological
access to link into bigger frameworks.
5.6 Publicity and promotion
This final key theme came through very strongly in all three sets of
respondents and relates to the role that publicity and promotion play in the
information environment. The voluntary organisations commented on the
need to promote themselves while the information providers talked about
their desire to publicise the database more effectively.
5.6.1 Results
A question was prepared to ascertain whether the public were aware that
the library maintained a specific list with details of local organisations. Every
participant was therefore given the opportunity to explain to the researcher
what he or she knew about database already. The responses were mixed,
with only three participants indicating they knew that it existed.
“Yeah, yeah they do keep the details. There is a help desk upstairs and I
have been to see them before, they can show you like a folder that has
them all written in.” [P27]
A second group of thirteen people indicated that while they were not
certain whether a database existed or not, they imagined that it is the type of
material the library would collect.
“I suspect they do have a note at least of the advertisers who have
posters in the library.” [P31]
The final larger group of twenty-two people said simply that they were not
aware that the library held this type of information at all.
53
“No I didn’t know that. It sounds stupid with you sat here and all but that
didn’t cross my mind!” [P26]
As this chart shows, the majority of the public did not know about the
database.
Figure 6: Knowledge of database
Knowledge of database
58%34%
8%Did not know that thedatabase exists
Suspect that thedatabase probably doesexistKnow that the databasedefinitely exists
Once the respondents had been told about the database, and the way it
could be accessed, eight people were quite annoyed that they were not
aware of this fact. They considered it the responsibility of the library to
promote this service more effectively.
I have needed it before [information about groups] but I didn’t know
where to look, there were nothing to make me think of a place. Things
need to be obvious and accessible for people otherwise they never know.
[P19]
The need to promote the database and printed directories more widely
was commented on by all of the information providers as well. They realised
that this was an area where they were currently quite weak.
54
“We are not very good at self promotion and publicity, lots of people do
know about it but for everyone that does know about it there is someone
that doesn’t” [IPP4]
Interestingly three of the information providers seemed to think that once
the database had been hosted on a website the public would be find it quite
easily, even if they were not library users and it was not promoted.
“We automatically assume that people will know if they are Internet
users- they will realise it is there anyway once they start looking.” [IPN2]
However, IPP6 made the point that as no evaluation had been done it
was difficult to know who the people accessing the online database were, or
where they had found out about it.
“As to how we market it for individuals, we suppose people with particular
problems and information needs are finding it and using it but we have no
real way of knowing. It is probably that it is similar people who use the
library so that means there are huge gaps, the old chestnut of information
poor information rich probably applies to the online as much as the
library” [IPP6]
The voluntary respondents did not make comments about the way the
databases were promoted but did flag up possible effects of promoting
themselves through the database. Four groups noted that there was a slight
danger that dubious characters would be attracted to their meetings.
“By giving information out there in the public you inevitably attract people
on the fringes” [V2]
However, although this was a concern, all the organisations believed it
was better to be well publicised than not.
55
“We have to be that bit special now because it is so competitive, there
are a lot of organisations all wanting to access the same resources so to
speak. So if they know about us, in any way at all, it helps” [V3]
“Anything that helps get the information out easier is useful.” [V4]
The organisations themselves also produced publicity that they made
available to the information providers as well as placing it in other places
where they expected their end users to look. The type of material produced
varied quite a lot depending on the resources of the organisation.
“We produce fairly cheap and cheerful leaflet, but there is scope for
improvement, we are always on the look out for funding to support those
sorts of activities..” [V1]
“All of our literature actually comes from head office so there are people
working on that who, you know put together information in our leaflets
and in any advertisements.” [V6]
All of the organisations commented that they distribute this material to the
information providers and as was seen in section 5.4, the organisations
assume that this material is used to give the database more depth. However,
as the following comment from one of front-line staff demonstrates, the link
between publicity and the database is currently weak.
“If I knew there was a display then I could tell them [the person enquiring]
to look but we don’t always know what is on display because it is in the
entrance hall and we don’t come through that way. I do the leaflets so I
would know if there was a leaflet, mind you I don’t know that I have ever
told anyone about a leaflet.” [IPN2]
In a final relevant point, two voluntary organisations expressed their
frustration with projects embarked upon by statutory or external groups that
56
try to bring the sector together, but fail to take account of the resources
already available and being well used.
“Some of the unofficial websites are much better than these official
partnerships and forums, because people have done them because they
really care and really know about it. They need to see what is already
happening before they duplicate” [V4]
5.6.2 Summary
Voluntary agencies are keen to improve their publicity, and the public
respond well to sources that they have heard about before. Information
providers recognise this but are not currently doing enough to publicise their
own database, or make the links to the existing information that the voluntary
groups would appreciate.
57
Chapter 6. DISCUSSION The results above have been presented as objectively as possible,
and structured using themes that emerged naturally from the raw data. The
summary paragraphs at the end of each section have provided an
introduction to the issues that will be now be explored in more detail. This
chapter will provide more theoretical substance, pulling together the data and
interpreting it in relation to the existing body of knowledge covered by the
literature review. In order to ensure that the study holds true to the original
aim the three research objectives are being used to structure and guide this
chapter. The fourth research objective, which covered the
comprehensiveness of a CI database, has been recast as described in
section 5.1.
6.1 The community
OBJECTIVE 1. : EXPLORE WHAT LOCAL INFORMATION THE COMMUNITY WANT THE
DATABASE TO CONTAIN
The ‘community’ referred to in objective 1, for the purposes of this
study, are the public who live in the spatial area that the information provider
serves. Their responses have formed a chunk of evidence about current
information seeking practices that gives an insight into their needs and wants.
The first interesting finding to emerge from the responses is that every
person who was interviewed indicated that they are currently aware that a
variety of resources are available in their local area. Each respondent
provided details of a number of different sources that they would use to try
and find out about voluntary groups, and these were all offered without
additional prompting from the researcher. This suggests that the information
explosion highlighted by commentators such as Bawden (1999) has had a
real effect. The public are aware that information can be obtained through
many different avenues, and they are already exploiting a number of them.
58
The way in which they judge which is the best source to use, is
however unclear, but the beginnings of a trend can be drawn out from the
responses. When people were asked in general terms about where they
would look for information, the most common response (from 35% of the
participants) was that they would seek help from people in their own
community, relying on the fact that somebody would already have knowledge
of the organisation that they needed. The remaining 65% of respondents
indicated a variety of different sources that they would approach in the first
place, and interestingly all of these were sources that could be expected to
contain a broad range of information about a variety of subjects, such as the
library or a telephone directory.
Alternatively, when the participants were asked to comment about a
more specific information need, their responses indicated sources with a
narrower remit. The most popular sources of information- indicated by more
than ten participants- tended to belong to the same sector as the voluntary
group being sought. So for example when looking for a voluntary group
concerned with health many people indicated they would go to a health
professional, or when looking for an organisation that was campaigning about
a particular problem issue they would use the Citizens Advice Bureaux. A
tentative suggestion can therefore be made that broad databases would
seem more useful to people if they were able to demonstrate a link with the
subject or sector they provide information about.
However, although there is certainly some consensus from the
participants about which sources they would use in different situations, there
are also significant numbers of responses that run contrary to the above
suggestion. The places that people would look for information about support
organisations are particularly diverse, and there were twelve people who
could not think of anywhere at all to look for details of a campaign group. It
therefore appears that not all people are managing to make sense of the new
information environment. This links into the worries of researchers such as
Cullen (2003), who discuss the dangers of the mushrooming volume of
information but a lack of support to help the public exploit it fully.
59
The second area of interest is that despite the apparent willingness to
look in other places for information, nineteen people indicated that they would
like to be able to access details of every organisation from one space.
Government strategy and the practical efforts of projects like Seamless and
IT for Me to make more user friendly and interoperable information sources
therefore do seem to be moving in a direction that is in tune with the public’s
wishes. As Worpole (2004) observed, the public library service is well placed
to provide a central point for this type of comprehensive resource, but the
responses of the public here show that not many people think of it in this way
at present. Even though people were actually being interviewed in a library
building, there were more people who considered that they would use a GP’s
surgery than the library to find out information about a support organisation.
If the Discover service through the People’s Network does manage to
achieve a more comprehensive coverage of the various sources than any
other provider, it is therefore still likely to require a lot of promotion so that
people begin to use it.
Although few participants referred to trust specifically, one impression
emerging from the responses is that people put the most faith in information
that is given to them directly by another person. There was a strong reliance
on their own community and word of mouth comments, and there was also a
lot of support for information providers that had a member of staff who could
offer assistance. The strength of the community spirit is at odds with theories
about the disintegration of society, proposed by academics like Putman
(1996). It seems that even after the ‘information explosion’, the connections
and bonds that individuals feel to people around them are still very important.
A successful database will therefore ideally have a high profile in all of the
small communities that it serves in order to be widely used and trusted.
Information providers should also factor in the importance of customer
service as a result of these comments. Deane (2003) considers that
competition between information providers will naturally lead to better
customer service, because the public will not settle for a source where they
are not treated well. Responses in favour of friendly and helpful staff support
this theory, and people appeared to put most faith in information that they
60
were given in these conditions. This is something that the online database
providers will need to consider carefully as they will not be able to offer a
face-to-face service. However, one of the most recent techniques to provide
good customer service in an online setting involves personalising the
environment according the individual users interests (Bayliss, 2004). This
technique is proving very popular, and as the IT for Me project is intending to
create personalised environments it may be able to attract the public as
successfully as more traditional methods have done in the past.
The actual details that the public expect to find out are also very
interesting, and do not slot neatly into the existing theories about databases.
There was little in the literature about the content of CI databases, just a
comment from Hallam and Walker (1998) that the databases normally
contain ‘basic’ information, but the whole CI movement does favour fuller
details that help to strengthen and support communities. The public are
however overwhelmingly content with very basic information, seeing the
telephone number as essential, and the location and details about exactly
what the organisation does as desirable. The strength of support for contact
using the telephone was unexpected, and there is little previous research that
indicates why this might be the case. Given the trust that is put in other
people, discussed above, it is likely that the telephone is favoured because it
enables immediate interaction with another person. The importance of
location to the public links neatly into the ability of IT for Me software to
provide details for people that are based on a postcode search. The current
authority boundaries were shown by Harris (1998) to have little meaningful
connection to the real spaces where people build their communities, so
enabling people to access details of any organisation close by, not just those
from within a specific authority boundary is likely to be well received. The
third detail that received relative support was information about what the
organisation actually does, which ties into the wishes of the voluntary
organisations, presented in the next section. The other possible details were
only mentioned by a few individuals, which does not mean that they are not
worth considering, but does suggest that they are not as vital. Taking these
findings along with the earlier findings about where people look for
61
information, it is possible to speculate again about the public preference to
access detailed information about an organisation from an ‘expert’ source
where possible. When dealing with a general database the public are clearly
content with simple details, and would like to go to the source itself in order to
discover further information. Database providers therefore need to consider
carefully who their audience is likely to be, because if it is only intended for
the public it seems the content can be kept to a minimum.
Like the issue of trust there was little explicit mention of quality, but it
is possible to tease out some connection between this and theory formed in
previous research studies to show that it is almost certainly important to the
community. There is little doubt that there is huge variation in the quality of
information that is provided now, and as Gray et al. (2002) argue this is
especially relevant to the Internet. An respected theory highlighted in
SCONUL’s seven pillars of Information Literacy Model (SCONUL, 1999)
contends that people who are not regularly engaged in research find it very
difficult to evaluate the quality of the information they retrieve from a given
source. CI is not something that people look for regularly, so it is possible
that the public did not focus on the issue of quality, as they had not thought to
question the information sources they proposed. That fact that participants
were often answering hypothetically is likely to have exacerbated this
situation as they were only suggesting places where they assumed the
information would be available.
The final section that the community felt strongly about was the way
the database is promoted. In the literature the need to promote voluntary
organisations was flagged up by Hallam and Walker (1998), and Bunch
(1982) made it clear that CI services needed to have a high profile as they
are not accessed on a regular basis. However, there no previous research
was found that directly stated that promotion is a crucial element in an
effective CI database. In the Barnsley case study a paper directory had
been available for over sixteen years, and online access to the database had
been possible for two years, but only three of the respondents were aware of
these resources. This is a low figure, and when it is considered that the
62
people responding were in the library at the time of interview it becomes very
clear that databases must be promoted more widely. As has been stated
already the public do now have the option to look in many different places for
information, and if one source is able to provide access to all of the ‘best’
information, as ‘Discover’ aims to, then the public must be aware of this.
6.2 Voluntary Agencies
OBJECTIVE 2: INVESTIGATE WHAT VOLUNTARY AGENCIES EXPECT FROM THE
DATABASE
The second objective was concerned with the voluntary agencies that
are included on the database. The literature showed that there is a distinct
voluntary sector in the UK, and that although there is huge diversity
information plays a key role in all voluntary organisations (Harris, 1998). The
research was not restricted to finding out only about the database, but
explored current information practices in organisations to gain a clearer
understanding of how a database could be of most use.
The first obvious detail to emerge from the results was that none of the
people interviewed had a lot of time available to devote to information
dissemination. They currently prioritise the work they do in this area,
spending time on the activities they feel will have the greatest impact. They
were therefore wary about the amount of commitment external databases
would require from them and plainly stated that they were unlikely to invest
time in providing details where they felt no attachment or sense of value from
the database owner. As Durrance and Pettigrew (2000) have argued
already, to be effective a database will consequently require a high profile,
brought about through communication with the organisations included. If
their contact with the voluntary organisations is limited to an annual request
for updated information, then the organisations are unlikely to value the
resource, and will do little to assist the database provider. If more regular
communication is established however, the organisations are likely to see the
value in being included, and will begin to use the resource to help them
63
communicate and build networks with other voluntary groups, helping to
make the resource fuller and more accurate.
In principle though, a central resource such as a database was
welcomed and the respondents felt that if it was well maintained it could
serve as a useful tool for their sector. This ties into the basic theory
proposed by commentators such as Bunch (1982), who argue that CI
services should provide bonds and connections that lead to more cohesive
communities. However, the theory generally presumes that the ‘community’
that will be strengthened consists of members of the public, brought together
because of common interests, needs or spatial ties. The picture emerging
from this study is that the database does have the potential to support a
community, but it is the voluntary community rather than the end-users who
are most likely to benefit. This is not something that the information
providers currently appreciate; tending to believe the database will be of
greatest use to the public.
The third area where the voluntary organisations indicated what they
would like from the database, relates to the information that is already
produced and networks that are already established. All of the organisations
currently promote and publicise themselves using the traditional methods
described by Hallam and Walker (1998), such as posters and fliers. The
respondents from the voluntary organisations referred to this material
throughout the interviews, and presumed that it was already being
incorporated into the databases, and that the staff that worked on the
databases were aware of it. As government strategy encourages libraries to
learn about their communities and make services locally relevant (see MLA
2005a), it seems there is pressure from above and below for locally produced
material to be exploited more effectively. The fact that voluntary
organisations are already part of established networks within their field
should also be of note to the database providers. Again the organisations
expressed a desire for the information providers to take advantage of this
existing knowledge in order to improve the database’s scope and value. The
implication that can be drawn out of these wishes is that the library, or other
64
information provider, must communicate and work closely with the
organisations they include on their database. This will reduce the amount of
time that they have to spend searching for information, and will help the
organisations to feel valued and have confidence in the database.
The literature review mentioned the gap in previous research to
acknowledge the importance of disseminating information through word of
mouth, and it seems from above comments that this is an important omission.
Although the majority of people are aware of this type of network, they are
not currently exploiting the potential that it offers.
The fourth area that merits further discussion is the area of online
access. The IT for Me project is only concerned with databases that are
made available on the Internet, and at least one of the database providers is
already shifting responsibility for updating information to the voluntary
organisations. However, during the interviews the respondents said very little
about the web or the Internet, despite the fact that all of them have a web
presence, either through a locally produced site or as a result of affiliation to
a national body. Discussing this finding is not straightforward, and two
possible interpretations seem possible. The simplest explanation would be
that the Government strategy is out of touch with what small communities
actually want, and voluntary organisations are content to use traditional
methods to disseminate information about themselves. However, this does
not tie into the huge body of previous research that shows the Internet is
becoming more and more widely adopted, see for example MORI (2005). A
more speculative explanation for the failure of the voluntary organisations to
mention online access has been developed with marketing theory in mind.
New and innovative services are notoriously difficult to promote because they
are intangible meaning the public find it hard to understand what they are
capable of offering (Martin, 1999). Given the current lack of promotion of the
database, and the fact that the IT for Me project is still in its pilot phase it is
likely that the voluntary organisations are not fully aware of the possibilities
that an online database can offer. As the organisations were keen to link into
existing information they produce about themselves it seems likely that they
65
will welcome the chance to develop their websites and make them accessible
through the database, but further research is needed once the new
technology is in place to establish whether or not the voluntary organisations
would be willing to work in this way.
The final key point that is striking from the responses of the voluntary
groups concerns the content of the database. The voluntary agencies, more
than either the public or the database providers, stressed that people should
be able to find out exactly what an organisation does and offers from the
database. Handy (1998) describes diversity as one of the key characteristics
of the sector, and this seems to lead to the insistence that the organisations
are identified in enough detail to distinguish them from one another.
Although the organisations are not in competition with one another directly,
they are all keen to attract funds, volunteers and members so the more
specific detail that can be provided the better. Two of the agencies actually
articulated a desire for the database provider to promote the cause they are
campaigning for, which would make the database into much more than a
signposting tool and could raise issues about the impartiality of the
information provider. The recommendations from above that the database
should link to information produced by the agencies themselves would help
to deal with this issue, meeting both the wishes of the voluntary agencies to
promote themselves and the desire of the community to access information
from an expert source, without giving the information provider any extra work.
6.3 The information providers
OBJECTIVE 3: EXAMINE ANY ISSUES THE DATABASE PROVIDER MAY ENCOUNTER IN
MEETING THESE WISHES
The final objective that will be discussed relates the needs and wants
of the public and voluntary communities to the reality of what the information
providers can do and would like to do. The current issues facing a variety
databases were therefore explored, and the views and expectations of the
information providers were also sought to help understand the wider role they
66
expected the database to play. The discussion in this section will need to
bring in some of the points made above about the wishes of the other two
groups, and will begin to propose some solutions to help resolve the issues.
Including participants from a number of different information providers
has resulted in some interesting findings, and shown that their attitude can
make a big difference to the structure of the database. Black and Muddiman
(1997) described the various approaches to CI that have developed, from the
mainstream to the radical, and this study has found that libraries are
positioned at different points along this spectrum. Information Provider 6
exists at the most radical end, and is keen to hand control of the database
over to the community as much as is possible. They have introduced
software that enables the voluntary organisations to update their own details,
and try to encourage the organisations to produce their own websites that the
database will link into. They also believe that the public will want as
comprehensive a resource as possible and therefore actively rationalise the
records, so that for each subject an umbrella group is listed that can refer
people onto the most appropriate source. At the other end of the spectrum is
Information Provider 4, which puts a lot more resources into creating and
maintaining CI. Their database is very large and professional librarians,
concerned with more traditional issues such as the keywords that are
assigned to groups to improve searchability, have developed its structure
over time. They see value for the database above and beyond answering
queries from the general public, and expressed unease about allowing the
organisations to update their own records. There were few concerns voiced
about this difference in attitude to CI databases in the literature, but given the
current pressure to create more interoperable information sources, described
by Rowlatt and Allcock (2002), it seems important that the goals of the
database providers are clearly understood. Although all of the participants
involved in this study were keen to make their databases more widely
accessible, the disparity that has been highlighted in this small sample
suggests that high-level policies are pulling in opposite directions. Strategies
that on one hand encourage seamless access, but on the other hand push
for increasingly community specific services are giving out mixed signals.
67
Future research might investigate whether some libraries are choosing to
focus their efforts on one of these goals at the expense of the other.
However, despite these problems at the policy and concept level, the
practical issues that face the information providers are actually fairly similar.
Although the information providers thought that it would be ideal if they
could achieve fully comprehensive coverage of all the organisations in their
area, they also all acknowledged that this would require a lot of time and
effort, and even then would be difficult to achieve. Consequently they
seemed to be willing to resign themselves to the fact that their database
would never be fully complete, and almost used this as an excuse for having
not developed systems and criteria to identify organisations to be included
more carefully. It emerged that voluntary organisations have established
networks and communities that they would like the database to take more
notice of, so if the information providers were more communicative they could
exploit these existing networks to help them make the scope of their
database broader. The information providers therefore seem at present to
adopt a top-down approach to the process of data collection, but would
benefit from the bottom-up approach recommended by Raven (2002). Their
professional skills and discretion could be much more effectively employed in
developing criteria for inclusion and then working with others to find all the
organisations that fit these criteria, rather than their current piecemeal
approach which duplicates networking that already exists.
The above point feeds into the second area where information
providers flagged up potential but also problems- data sharing. All of the
respondents were willing to support the notion of sharing information with
others in theory, but had mixed ideas about what this would actually involve.
Naturally a lot of care has to be taken to keep within the data protection act,
and information about an organisation cannot be moved from one database
to another without permission. However, this type of data sharing would
serve little purpose even if it were legal, as sharing ‘snapshots’ of data
between organisations will ultimately lead to more work because each
68
provider will then need to spend time updating the same details. Developing
stronger links between databases and information organisations therefore
again seems like the best direction to move in. The work of SeamlessUK
and the IT for ME project to connect databases through a central portal could
be adopted and modified a little to improve the comprehensivity of the
databases. One information provider could establish itself as the central
information source for a given area, but rather than attempt to maintain
details of every organisation in the area it could link to other ‘expert’ sources
of information.
The issue of how to decide what content to include produced some
very interesting results. Currently the information providers are keen to
include as much detail as possible, and will make it all available unless they
are specifically told otherwise. If the database is to act as a wide and general
information source this seems like a necessary step, but the public wanted it
to be a signposting service containing only basic details, particularly the
phone number. The organisations were keen that details about what they
actually do were included as well, but stressed that these were already
available from the publicity that was produced and given to the information
providers. There is an opportunity here for information providers to reassess
the resource that they are creating, and consider whether or not they need to
spend as much time as they do currently collecting detailed information. As
commentators such as Matarasso (1998) argue for the library profession to
move away from providing grand stores of information and focus resources in
more useful areas, it may be time to reconsider the depth of the CI database.
Another key issue that emerged is that the database providers have
not considered the need, or feel they do not have the capacity, to measure
whether or not they are providing a valuable service. There were however
responses from three providers who wanted to engage in outreach work that
would improve the profile of the service and encourage feedback about the
current strengths and weaknesses of their databases. This would involve a
significant investment of time on their part, but would certainly help to
connect the information provider more closely to the community, as current
69
strategy recommends (MLA, 2005a). It was noticeable that the physical
presence of libraries, highlighted by Worpole (2004) did not feature in any of
responses of participants, as it seems from the outside that the knowledge of
staff in branch libraries would be useful.
The fifth key issue that was highlighted by information providers was
the failure of voluntary organisations to inform them of changes that require
updating on the database. In the results section this area was seen to be
contentious, as the voluntary organisations and information providers
disagree about where responsibility for ensuring up to date information
actually lies. This difficulty may in part relate to the characteristics of the
voluntary sector, which can be difficult to collaborate with due to weak or
disorganised management (Clutterbuck and Dearlove, 1996). However,
although there may be some cases where the library can do nothing to
encourage better links with an organisation, the findings of this study suggest
that where time is invested in communication and outreach, the organisations
will respond. The information providers therefore need to consider the way in
which they currently relate to the organisations that they include on their
databases and clarify where the responsibility for maintaining the content lies.
6.4. Limitations
Every research study requires certain choices to be taken that will limit
the results, but are necessary to make the process of data collection
manageable with the time and resources that are available.
Some of the key limitations in this study were imposed by the choice of
research methods, and have been discussed already in section 4.4, but
several other restricting factors are described below.
Firstly a limitation of any qualitative study is that the results are very
difficult to generalise from. The findings of this research have been very
interesting, and some tentative theories have been presented in the
discussion section above, but these are at present very speculative. Before
the information providers change the way in which the currently organise
70
their database more detailed research is required to test whether or not the
views of the sample chosen for this study represent the views of the wider
population.
Secondly, although this study aimed to avoid leading questions and
overly structured interviews, the lack of responses relating to online
databases and the Internet in general is disappointing. With hindsight it
would have been wise to prompt respondents to describe their attitudes and
feelings about this area and thus produce more helpful information for future
online projects.
Another obvious limitation is that with one exception, the information
providers were all public libraries. Had more time been available it would
have been valuable to interview participants from other information
organisations that are involved in CI collation and dissemination, such as the
local media.
Finally it is felt that the need for the researcher to select only a limited
number of the direct quotations that were made by respondents makes it
difficult for the reader to understand fully the rationale behind the areas that
have been covered in the discussion chapter.
71
Chapter 7. CONCLUSION and RECOMMENDATIONS
The information environment in which we operate in 2005 is more
competitive and diverse now than it has ever been (Bawden, 1999). This
was reflected in the attitude and behaviour of all the participants in this study,
who either consciously or unconsciously referred to diverse ways of
accessing and disseminating information. There were some trends that
could be observed in the public’s current information seeking behaviour, but
there was also evidence of the confusion indicated by commentators such as
(Cullen, 2003). Information providers have for some time maintained
databases intended to help people make sense of this array of information,
but these are coming under increasing pressure to operate more effectively
or else become redundant.
It was hoped that this study would produce findings that could be used to
generate a theoretical framework to assist in the creation and maintenance of
CI databases that:
1. Provide information of use to the community
2. Support the organisations represented in the database
3. Comply with external standards to make seamless access through the
‘IT for ME’ framework possible
As the study progressed it became apparent that although similar themes
were emerging from different groups of respondents, slotting the findings into
such a framework would over-simplify the current situation, and also
generalise from the results more than is appropriate. However, it is possible
to summarise the main findings of the study and then make
recommendations for the future based on them. The main findings have
been collated in these four points:
72
Point 1. Participants in this study accepted that one database could never
contain details of every single organisation in an area. However this was not
to be used as an excuse to provide a ‘hit or miss’ service, it is proposed that
better communication with other information providers, and the voluntary
sector will help to identify the gaps in the database, and determine clearer
criteria for inclusion of organisations. Networks and links already exist in
communities and by taking the time to identify and tap into these, information
providers are likely to provide a much more effective CI database.
Point 2. A CI database cannot be successful unless work is done to raise its
profile, and the profile of its provider in the community. At present there is an
under-estimation of how important it is to publicise the service, both to
increase its use by the public but also to improve the willingness of voluntary
organisations to co-operate and ensure the records are kept up to date.
Point 3. The database does not require the amount of detail that is currently
included if it is only to act as a signposting service for the members of the
public. If however it were intended to assist with creation of more cohesive
communities then more detail would be useful. The community most
interested in this type of broader role for the database was made up of
voluntary organisations, rather than the members of the public.
Point 4. The potential of the Internet is not yet fully appreciated by many
people. The proposals and goals of the IT for Me project and the Discover
element of the People’s network do seem to match onto the wants of the
community, but because many people do not understand the possibilities
afforded by new technology they do not perceive a real need in this area.
Again it seems clear that working more closely with the organisations and
community will improve this situation.
This study has therefore produced a number of interesting findings
about the factors that influence the effectiveness of CI Database provision,
based on the responses of a fairly diverse group of participants. The
limitations outlined previously do mean that further research is needed if
73
these points are to be expanded into a full ‘theoretical framework’ that will be
applicable in broader terms. The most obvious area for future investigation is
online accessibility. This area is set to expand and improve as a result of
government pressure and technological advances, but the respondents in
this study showed very little appreciation of the potential that exists. It is
therefore recommended that research be done to determine how online
databases should be promoted, how collaboration with organisations on the
database can be improved and how good quality customer service can be
offered in a online environment.
It is also important to note that this research focused on the voluntary
sector, but CI databases normally contain information about other types of
community group. Research looking at a different sector, such as sports and
leisure, would therefore provide an interesting comparison with this study.
Conducting this research study has been a challenging and
fascinating process, and has provided rich detail about an area that had
previously received little direct attention. Voluntary organisations are crucial
components of communities throughout the United Kingdom, and they have
to find ways to promote themselves in an environment that is becoming faster
and more competitive. The participants in this study were encouraged by the
prospect of a more cohesive system for providing this information, and public
libraries expressed a desire to use their skills to help this process. A CI
database has a huge amount of potential in this regard, but this study has
shown that it has to be rooted in the community if it is to prove effective.
Only through communication and co-operation will its full value be realised.
Word count 19,759
74
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APPENDIX 1
Interview schedules and rationale.
Respondents: Members of the public
Level of structure2: 6
Average time of interview: 5 minutes
Following pilots with a sample of the people in Sheffield, the members of the
public approached in the library were not expected to have much prior
knowledge of the database or the concept of CI. Where they had used a CI
service before it was possible to use probing techniques to encourage them
to describe their experience. For those who said that they had not accessed
CI before it was necessary to use a more structured process. Three
hypothetical situations were posed and respondents asked to provide details
of what information sources they would turn to. Although the use of
hypothetical questions is usually advised against (Arksey and Knight, 1999),
it was considered appropriate because people were being asked to draw on
their existing knowledge and not imagine the entire situation.
Questions:
1. Have you ever needed to find out details about a voluntary
organisation in Barnsley? Can you tell me about what you did.
2. If someone close to you were diagnosed with an illness such as
Leukaemia and you were looking for a local voluntary group to offer
support, what would you do? Why?
3. What about if you were in a different situation, for example, the
maternity unit at the local Hospital were being moved and you wanted
to join a campaign group?
4. And a third situation, if you had an elderly relative and you wanted
some help supporting them, for example details of a local lunch club?
5. If you couldn’t find the information this way what else might you do?
Why?
2 Where 1= very structured and 10= not structured
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6. What key details about the organisation would you need at this point?
Can you tell me a little bit about why?
7. Are you aware that the Library keeps a database that lists the local
societies in Barnsley? Can you tell me how you feel about this.
Respondents: Representatives from voluntary agencies
Level of structure: 3
Average time of interview: 45 minutes
Interviews with representatives from voluntary agencies were much less
structured as they were being asked about the needs of their organisation,
which they knew more about than the researcher. Key themes were set out
that had to be covered with each group, and could be used to guide if the
respondent was unforthcoming, but the interview was shaped by the
respondent.
Questions:
1. How do you make information about your group available to the
community?
2. What value do you see in giving your details to an organisation like
VAB, the library or the Barnsley Chronicle?
3. What details do you think they should keep about you and why?
4. Are there any negative aspects to giving out your details?
5. Who do you think will use the information once you have passed it on
and why?
Respondents: Professional library staff
Level of structure: 5
Average time of interview: 1 hour
The interviews conducted with professional staff were more structured than
might have been expected given that they were also being questioned about
an area about which they were very knowledge. This is because it was
necessary to establish some factual detail as well as opinion from these
participants, meaning certain questions had to be laid out carefully. The
length of interviews allowed for a significant degree of prompting and
respondent controlled discussion as well as the more structured element.
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Questions:
Three key themes/areas for discussion.
Comprehensiveness
• Can you explain why you have a community information database?
• What type of information do you collect from organisations and why?
• What parts of this information do you make available to the public?
• How are organisations found out about/select organisations for inclusion?
• Do you share data with any other information providers
End-user considerations • Are there any occasions where you have evaluated the database?
• Who do you think uses this database and why?
• Have you made or are you planning to make any significant changes to
the database and why
• Do you think that voluntary groups are representative of most local
organisations?
Logistics • Can you describe the key problems you face trying to maintain the
database
• Who has responsibility for maintaining the database, has this always been
the case
• Are there any external influences putting pressure on the way you
organise the database.
Respondents: Managers and Library assistants
Level of structure: 3
Average time of interview: 35 minutes
Both the managers and library assistants had a substantial body of
knowledge about the issues being explored. As with the voluntary
organisations the level of structure applied here was kept to a minimum and
the interview allowed to flow with the points that they wanted to make. The
library assistants were guided slightly more than the managers to ensure
they include detail about their perceptions of the end-users.
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Questions- Assistants:
1. Why do you think people ask in the library for information about local
voluntary organisations? (Try to get some examples)
a. What type of person asks for information
b. What type of information do they want (specific, browsing)
c. What details do you give out? Just a phone number etc..
d. Have they usually looked somewhere else first
2. To what extent are you able to give them what they want?
a. Do you only use the local societies list?
b. Do you ever get any feedback/evaluation?
3. What do you do if you don’t have the information they request?
a. Is your knowledge included?
b. If you find something new is it added to the list?
c. Do you tell people that the information is available online as
well?
4. How do you think that the database could be improved? Why?
Questions- Managers:
1. Why do you maintain a CI database/directory?
2. What strengths do you think your database/directory has?
3. What weaknesses do you think your database/directory has?
4. How would you like to develop the service you offer? Why?
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APPENDIX 2
Mind Maps General Public
Information Providers
87
Voluntary Organisations
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APPENDIX 3
Participant consent sheet
Thank you for taking the time to read the information sheet, I hope that it has
clarified the goals of this research.
Please read the statements below and mark the sheet to indicate your
willingness to participate.
Please tick box
I confirm that I have read and understand the participant
information sheet for the above project and have had the
opportunity to ask questions.
I understand that my participation is voluntary and that I am
free to withdraw at any time without giving any reason.
I confirm that data I give can be used in the final research report
and other publications. I understand that it will be used anonymously
I agree to take part in the above project.
________________________ ________________ ____________________
Name of Participant Date Signature
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APPENDIX 4
Codes used in results ROLE CODE NUMBER OF
PARTICIPANTS
Member of public P1, P2…. 38
Voluntary agency
representative
V1, V2.. 6
Information Provider-
Manager
IPM 2
Information Provider-
Professional staff
IPPP 6
Information Provider-
Non-professional staff
IPPN 3
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APPENDIX 5
Application to be on a database These two examples show the different details that are requested by
information providers. The names of the organisations have been disguised
to protect their anonymity.
91