Digital amnesia: challenges of government online
NSW Public Libraries and eGovernment
State Library of NSW
- eGovernment the Australian context
- Public libraries and eGovernment
- The research findings
- Conclusion
EGovernment Definitions
- Delivering existing services electronically
- Transformative change in service provision
The four stages
- Information
- One-way interaction
- Two-way interaction
- Full electronic case-handling
Public libraries and egovernment
- Effective intermediary - linking citizens and government
- Bridging the digital divide - information literacy and ICT training
- Partnerships with government
The research
- Internationally, the first major in-depth study
- Demand and use of eGovernment within public libraries
- Client needs and purpose of use
- Amount and type of assistance
- Benchmark data to monitor over time
Methodology
- Site visits and interviews with 15 local councils, public libraries, education providers, social support agencies, technology centres
- Interviews with government agencies - federal and state
- Interviews with key State Library and NSW public library representatives
- Questionnaire of NSW public libraries
Clients
- Education - students
- Work - small business
- Research - professionals
- Personal - seniors, job seekers, special user groups
'The Fairfield library website is a fabulous resource. They have databases online that schools can't afford. I tell all the kids to join the Fairfield library so they can access the databases... Of course they go to the library too, and not just the studious ones'
School librarian
The library perspective
- Role of public libraries
- Demand for eGovernment
- Government websites
- Cross sector networks
'The Whitlam Library is near the station and in a service hub. It is well recognised for its services. We looked at doing joint computer classes with them'
Fairfield Migrant Resource Centre
Resources in public libraries
- Information and communications technology
- Information professionals
- Resource needs
'They think they will just find the answer to their question on the ABS site. They don't know that they may have to buy the data and compile the answer from more than one place'
Public Library Staff
EGovernment and the local community
- Local needs
- Community Technology Centres
- Lithgow - The Learning City
The government perspective
- The Library sector - role and communications
- Website development
- Partnership with libraries
'When we changed the site 18 months ago librarians were the first to call asking about our URL'
NSW Department of Community Services
Conclusion
- Bridging the digital divide
- Advancing citizens' use of eGovernment
- Engagement and support of public libraries
- Shifting from information to service provision
- Facilitating discussion within a policy and operations context
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