Client Use of Technology – 2008 Updates

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Presenter: Gene Donney
Project Coordinator
Legal Services National Technology Assistance Project

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  • Welcome again to Today’s training. We’re going to spend the next 90 minutes looking closely at a wide range of statistics regarding internet use, with the hope that we’ll take this information back to our programs and use it as we plan online services.
  • Client Use of Technology – 2008 Updates

    1. 1. Client Use of Technology – 2008 Updates <ul><li>Gene Donney </li></ul><ul><li>Project Coordinator </li></ul><ul><li>Legal Services National Technology Assistance Project </li></ul><ul><li>November 21, 2008 </li></ul>
    2. 2. Session Objectives <ul><li>Identify those who are “digitally engaged” </li></ul><ul><li>Identify current trends in digital lifestyle adaptation among client populations </li></ul><ul><li>Evaluate areas of programmatic improvement to meet digital demand </li></ul><ul><li>Empower you to enhance service delivery through understanding of meaningful digital application </li></ul>
    3. 3. Specific data to be reviewed <ul><li>Latest Demographic Trends </li></ul><ul><ul><li>Income </li></ul></ul><ul><ul><li>Race </li></ul></ul><ul><ul><li>Education </li></ul></ul><ul><ul><li>Age </li></ul></ul><ul><ul><li>Geography </li></ul></ul><ul><ul><li>Broadband </li></ul></ul><ul><ul><li>Online Activities </li></ul></ul><ul><ul><li>Mobile Users </li></ul></ul><ul><li>Implications for Legal Aid </li></ul><ul><ul><li>LiveHelp </li></ul></ul><ul><ul><li>Statewide Websites </li></ul></ul><ul><ul><li>A2J </li></ul></ul><ul><ul><li>Texting </li></ul></ul>
    4. 4. Is there a Digital Divide in 2008? <ul><li>Digital divide discussion increasingly focus on international issues </li></ul><ul><li>Broadband is current policy focus </li></ul><ul><li>Although much progress has been made in creating an accessible network, the work of removing more complex barriers remains: </li></ul><ul><ul><li>Literacy </li></ul></ul><ul><ul><li>Computer and internet literacy </li></ul></ul><ul><ul><li>Lack of interest in using ICT </li></ul></ul>
    5. 5. Jeopardy! How well do we understand trends in client use of technology?
    6. 6. Caveat <ul><li>“There are three types of lies: Lies, damn lies, and statistics,” </li></ul><ul><li>~ Benjamin Disraeli </li></ul>
    7. 7. Problems with Available Statistics <ul><li>Imprecision; inconsistent terminology </li></ul><ul><ul><ul><li>African American, Blacks, Black Americans </li></ul></ul></ul><ul><ul><ul><li>Hispanic, Latino </li></ul></ul></ul><ul><ul><ul><li>Little data available on Native Americans and Asian Pacific Islanders </li></ul></ul></ul><ul><ul><ul><li>Generalize about ‘Americans’ rather than inhabitants </li></ul></ul></ul><ul><li>Difficult to ascertain who would be low-income according to LSC standards </li></ul><ul><ul><ul><li>$30,000 or below numbers can reflect students with future earning potential well-above poverty line </li></ul></ul></ul><ul><ul><ul><li>It does not take family size into account </li></ul></ul></ul>
    8. 8. Frame of reference 2007 Client Stats Source: LSC 2007 Factbook http://www.lsc.gov/pdfs/factbook2007.pdf
    9. 9. Income Source: Pew Internet and American Life Project (http://www.pewinternet.org/trends.asp)
    10. 10. Income and Time Spent Online Source: Internet adoption and usage patterns are different: Implications for the digital divide , Information Economics and Policy, March 2008
    11. 11. Race Source: Pew, “Demographics of Internet Users,” July 2008
    12. 12. Education
    13. 13. Education and Race <ul><li>The percentage of those who have not completed high school and are online: </li></ul><ul><ul><li>White 32% </li></ul></ul><ul><ul><li>Hispanic 31% </li></ul></ul><ul><ul><li>African American 25% </li></ul></ul><ul><li>However, there is higher percentage of Latino adults who have not finished high school compared to non-Hispanic whites and African Americans </li></ul>Source: Pew, “Latinos Online,” March 2007, ( http://www.pewinternet.org/pdfs/Latinos_Online_March_14_2007.pdf )
    14. 14. Internet Use by Age
    15. 15. Population Age Projections Source: U.S. Census Bureau, Projected Population of the United States, by Age and Sex: 2000 to 2050 http://www.census.gov/population/www/projections/usinterimproj/natprojtab02a.pdf
    16. 16. Wired Seniors <ul><li>Although they are the fastest growing group, most growth comes from those just entering their senior years, rather than new adoption by current seniors </li></ul><ul><li>In 2006, 34% of 65+ went online, but only 28% of 70+, which has remained a relatively static number </li></ul>Source: Pew, Are “Wired Seniors” Sitting Ducks?, 2006 http://www.pewinternet.org/pdfs/PIP_Wired_Senior_2006_Memo.pdf
    17. 17. Analysis by Geography
    18. 18. Why does rural adoption lag? <ul><li>Population tends to be older </li></ul><ul><li>Higher share of low-income families </li></ul><ul><li>Rural Americans are, on average, less educated than urban and suburban Americans </li></ul><ul><li>Does anyone think cultural attitudes play a role in rural adoption lag ? </li></ul>Source, Pew, “Rural Broadband Internet Use,” February 2006 ( http:// www.pewinternet.org/pdfs/PIP_Rural_Broadband.pdf )
    19. 19. Who is online? All Whites (76%) All Blacks (56%) English-Speaking Hispanics (79%) 18-29 Years Old (92%) 30-49 Years Old (85%) 50-64 Years Old (72%) 65+ Years Old (37%) No High School Degree (38%) College Graduates (93%) <$30K Income (61%) >$75K Income (93%) Men (76%) Women (74%) *Source: Pew Internet & American Life Survey, December 2007. http://www.pewinternet.org ** This statistic comes from the Pew Internet Project’s Latinos Online data, collected June-October, 2006. High School Graduates (67%) Urban (77%) Rural (64%) Suburban (77%) Spanish-Dominant Hispanics (32%)**
    20. 20. Broadband Adoption Source: Pew, “Home Broadband Adoption 2008,” July 2008 http://www.pewinternet.org/pdfs/PIP_Broadband_2008.pdf
    21. 21. Why is Broadband Important? <ul><li>Necessary to access many online tools and services </li></ul><ul><li>Broadband includes many options, including </li></ul><ul><ul><li>DSL </li></ul></ul><ul><ul><li>Cable Modem </li></ul></ul><ul><ul><li>Fiber </li></ul></ul><ul><ul><li>Wireless </li></ul></ul><ul><ul><li>Satellite </li></ul></ul><ul><ul><li>Broadband over Powerlines (BPL) </li></ul></ul>
    22. 22. Broadband as Predictor of Online Activity <ul><li>78% of home broadband users look online for health information, compared with 70% of home dial-up users. </li></ul><ul><li>Home broadband users are twice as likely as home dial-up users to do health research on a typical day -- 12% vs. 6%. </li></ul>Pew, The Engaged E-patient Population, August 2008, http://www.pewinternet.org/PPF/r/259/report_display.asp
    23. 23. Broadband Adoption <ul><li>Growth in broadband adoption was flat among the poor </li></ul><ul><ul><li>25% of low-income Americans – those whose household incomes are $20,000 annually or less – reported having broadband at home in April 2008. This compares to the 28% figure reported in March 2007 among those living in households whose annual incomes are $20,000 or less. </li></ul></ul>Source: Pew, “Home Broadband Adoption 2008,” July 2008 http://www.pewinternet.org/pdfs/PIP_Broadband_2008.pdf
    24. 24. Broadband Adoption <ul><li>Rural broadband grew but still lags behind urban and suburban </li></ul><ul><ul><li>38% of those living in rural American now have broadband at home, compared with 31% who said this in 2007, or a growth rate of 23% from 2007 to 2008. By comparison, 57% of urban residents have high-speed connections at home now and 60% of suburban residents have such connections. </li></ul></ul>Source: Pew, “Home Broadband Adoption 2008,” July 2008 http://www.pewinternet.org/pdfs/PIP_Broadband_2008.pdf
    25. 25. Broadband Availability Source: NTIA, Networked Nation: Broadband In America 2007, http://www.ntia.doc.gov/reports/2008/NetworkedNationBroadbandinAmerica2007.pdf
    26. 26. Who has broadband? Whites (55%) Blacks (38%) English-Speaking Hispanics (57%) 18-29 Years Old (74%) 30-49 Years Old (62%) 50-64 Years Old (49%) 65+ Years Old (20%) No High School Degree (22%) College Graduates (74%) <$30K Income (40%) >$75K Income (77%) Men (58%) Women (50%) High School Graduates (43%) Urban (60%) Suburban (56%) Rural (42%) *Source: Pew Internet & American Life Survey, December 2007. http://www.pewinternet.org
    27. 27. Online activities <ul><li>Conducting searches </li></ul><ul><li>Multimedia </li></ul><ul><li>Using the internet to find services </li></ul>
    28. 28. Do you use a search engine on a typical day? Pew, Search Engine Use, August 2008 http://www.pewinternet.org/pdfs/PIP_Search_Aug08.pdf
    29. 29. Multimedia
    30. 30. Do you use the internet to address common problems that might be linked to government? Information searches that solve problems: How people use the internet, libraries, and government agencies when they need help. Pew Internet and American Life Project, 2007. http://pewinternet.org/pdfs/Pew_UI_LibrariesReport.pdf
    31. 31. Are people using the net to address legal matters? Information searches that solve problems: How people use the internet, libraries, and government agencies when they need help. Pew Internet and American Life Project, 2007. http://pewinternet.org/pdfs/Pew_UI_LibrariesReport.pdf
    32. 32. The changing paradigm! <ul><li>How many of you have ever considered and / or heard of another advocate sending client notifications and reminders via text message? </li></ul>
    33. 33. Mobile Access <ul><li>62% of all Americans are part of a wireless, mobile population that participates in digital activities away from home or work </li></ul><ul><li>84% of English-speaking Hispanics have cell phones. </li></ul><ul><li>74% of white Americans have cell phones. </li></ul><ul><li>71% of black Americans have cell phones. </li></ul>Source: Pew, Mobile Access to Data and Information, March 2008 http://www.pewinternet.org/pdfs/PIP_Mobile.Data.Access.pdf
    34. 34. Who has a cell? Whites (74%) Blacks (71%) English-Speaking Hispanics (84%) 18-29 Years Old (88%) 30-49 Years Old (83%) 50-64 Years Old (70%) 65+ Years Old (50%) No High School Degree (63%) College Graduates (86%) <$30K Income (61%) >$75K Income (92%) Men (77%) Women (73%) High School Graduates (67%) Urban (79%) Suburban (77%) Rural (62%) *Source: Pew Internet & American Life Survey, December 2007. http://www.pewinternet.org
    35. 35. The Debate <ul><ul><li>“ Our clients don’t use the Internet.” </li></ul></ul><ul><ul><li>“ Our clients shouldn’t use the Internet for their legal problems.” </li></ul></ul><ul><ul><li>“ Computers and the Internet are luxury items. We need to focus on serving clients who come through our doors.” </li></ul></ul>
    36. 36. What’s going on in the field? <ul><li>Examples of service delivery enhancements through the effective use of technology. </li></ul>
    37. 37. Online Delivery Models in Poverty Law <ul><li>LiveHelp </li></ul><ul><li>A2J </li></ul><ul><li>Program and Statewide Websites </li></ul><ul><li>Cell Phone </li></ul><ul><li>Educational/Informational Videos </li></ul><ul><ul><li>YouTube </li></ul></ul>
    38. 38. LiveHelp Usage Trends Timeline: LiveHelp was soft-launched on MontanaLawHelp and IowaLegalAid.org in June 2006, on LawHelp.org/LA in September 2007, on GeorgiaAdvocates.org and ARLegalServices.org in January 2008, and on LawHelpMN.org in May 2008. Information provided by Liz Keith, Pro Bono Net.
    39. 39. LiveHelp Usage Trends <ul><li>Self-reported household income of Montana LiveHelp users (2006-2008) </li></ul><ul><ul><ul><li>Under 10K: 24% </li></ul></ul></ul><ul><ul><ul><li>10K-15K: 26% </li></ul></ul></ul>
    40. 40. Areas Montana LiveHelp Users Sought Help in (2006-2008)
    41. 41. A2J Author and NPADO Server <ul><li>Being adopted by both legal aid programs and court systems </li></ul><ul><li>Has grown immensely in the past year </li></ul><ul><ul><li>Illinois Legal Aid Online </li></ul></ul><ul><ul><li>NYC Civil Court </li></ul></ul><ul><ul><li>Idaho Legal Aid Services </li></ul></ul><ul><ul><li>NYC Housing Court </li></ul></ul>
    42. 42. Program and Statewide Websites <ul><li>LawHelp consumer site usage in 2007: </li></ul><ul><ul><li>2.7 million visitors </li></ul></ul><ul><ul><li>12.6 million page views </li></ul></ul><ul><ul><li>2.2 million resource downloads </li></ul></ul><ul><ul><li>628,000 referral profiles viewed </li></ul></ul><ul><li>Websites can be a tool in helping to bridge the broadband divide </li></ul><ul><ul><li>Colorado Legal Services lists information about where to find library and Wi-Fi hotspots all across the state. </li></ul></ul>
    43. 43. Cell Phone <ul><li>Website browsing still not that viable on mobile technologies </li></ul><ul><li>Texting holds great promise for distributing basic legal education information that can tie into your intake system </li></ul><ul><ul><li>Tenants Rights </li></ul></ul><ul><ul><li>Domestic Violence </li></ul></ul><ul><ul><li>Immigrant Rights </li></ul></ul>
    44. 44. Educational/Information Videos <ul><li>More and more common in legal aid </li></ul><ul><ul><li>Legal Services Alabama </li></ul></ul><ul><ul><li>Arkansas Legal Services </li></ul></ul><ul><ul><li>Asian Pacific American Legal Center </li></ul></ul><ul><ul><li>Atlanta Legal Aid </li></ul></ul><ul><ul><li>LawHelp California </li></ul></ul><ul><ul><li>Iowa Legal Aid </li></ul></ul><ul><ul><li>Legal Aid Society of Northeastern New York </li></ul></ul><ul><ul><li>New Mexico Center on Law and Poverty </li></ul></ul>
    45. 45. Where do we go from here? <ul><li>What will happen with access to broadband? </li></ul><ul><li>How will online behaviors trend? </li></ul><ul><li>How can mobile technologies be incorporated into delivery of services? </li></ul>
    46. 46. Questions or Comments?

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