Client Use of Technology – 2008 Updates Gene Donney Project Coordinator Legal Services National Technology Assistance Project November 21, 2008

Gene Donney

Project Coordinator

Legal Services National Technology Assistance Project

November 21, 2008

Session Objectives Identify those who are “digitally engaged” Identify current trends in digital lifestyle adaptation among client populations Evaluate areas of programmatic improvement to meet digital demand Empower you to enhance service delivery through understanding of meaningful digital application

Identify those who are “digitally engaged”

Identify current trends in digital lifestyle adaptation among client populations

Evaluate areas of programmatic improvement to meet digital demand

Empower you to enhance service delivery through understanding of meaningful digital application

Specific data to be reviewed Latest Demographic Trends Income Race Education Age Geography Broadband Online Activities Mobile Users Implications for Legal Aid LiveHelp Statewide Websites A2J Texting

Latest Demographic Trends

Income

Race

Education

Age

Geography

Broadband

Online Activities

Mobile Users

Implications for Legal Aid

LiveHelp

Statewide Websites

A2J

Texting

Is there a Digital Divide in 2008? Digital divide discussion increasingly focus on international issues Broadband is current policy focus Although much progress has been made in creating an accessible network, the work of removing more complex barriers remains: Literacy Computer and internet literacy Lack of interest in using ICT

Digital divide discussion increasingly focus on international issues

Broadband is current policy focus

Although much progress has been made in creating an accessible network, the work of removing more complex barriers remains:

Literacy

Computer and internet literacy

Lack of interest in using ICT

Jeopardy! How well do we understand trends in client use of technology?

Caveat “There are three types of lies: Lies, damn lies, and statistics,” ~ Benjamin Disraeli

“There are three types of lies: Lies, damn lies, and statistics,”

~ Benjamin Disraeli

Problems with Available Statistics Imprecision; inconsistent terminology African American, Blacks, Black Americans Hispanic, Latino Little data available on Native Americans and Asian Pacific Islanders Generalize about ‘Americans’ rather than inhabitants Difficult to ascertain who would be low-income according to LSC standards $30,000 or below numbers can reflect students with future earning potential well-above poverty line It does not take family size into account

Imprecision; inconsistent terminology

African American, Blacks, Black Americans

Hispanic, Latino

Little data available on Native Americans and Asian Pacific Islanders

Generalize about ‘Americans’ rather than inhabitants

Difficult to ascertain who would be low-income according to LSC standards

$30,000 or below numbers can reflect students with future earning potential well-above poverty line

It does not take family size into account

Frame of reference 2007 Client Stats Source: LSC 2007 Factbook http://www.lsc.gov/pdfs/factbook2007.pdf

Income Source: Pew Internet and American Life Project (http://www.pewinternet.org/trends.asp)

Income and Time Spent Online Source: Internet adoption and usage patterns are different: Implications for the digital divide , Information Economics and Policy, March 2008

Race Source: Pew, “Demographics of Internet Users,” July 2008

Education

Education and Race The percentage of those who have not completed high school and are online: White 32% Hispanic 31% African American 25% However, there is higher percentage of Latino adults who have not finished high school compared to non-Hispanic whites and African Americans Source: Pew, “Latinos Online,” March 2007, ( http://www.pewinternet.org/pdfs/Latinos_Online_March_14_2007.pdf )

The percentage of those who have not completed high school and are online:

White 32%

Hispanic 31%

African American 25%

However, there is higher percentage of Latino adults who have not finished high school compared to non-Hispanic whites and African Americans

Internet Use by Age

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

Wired Seniors Although they are the fastest growing group, most growth comes from those just entering their senior years, rather than new adoption by current seniors In 2006, 34% of 65+ went online, but only 28% of 70+, which has remained a relatively static number Source: Pew, Are “Wired Seniors” Sitting Ducks?, 2006 http://www.pewinternet.org/pdfs/PIP_Wired_Senior_2006_Memo.pdf

Although they are the fastest growing group, most growth comes from those just entering their senior years, rather than new adoption by current seniors

In 2006, 34% of 65+ went online, but only 28% of 70+, which has remained a relatively static number

Analysis by Geography

Why does rural adoption lag? Population tends to be older Higher share of low-income families Rural Americans are, on average, less educated than urban and suburban Americans Does anyone think cultural attitudes play a role in rural adoption lag ? Source, Pew, “Rural Broadband Internet Use,” February 2006 ( http:// www.pewinternet.org/pdfs/PIP_Rural_Broadband.pdf )

Population tends to be older

Higher share of low-income families

Rural Americans are, on average, less educated than urban and suburban Americans

Does anyone think cultural attitudes play a role in rural adoption lag ?

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%)**

Broadband Adoption Source: Pew, “Home Broadband Adoption 2008,” July 2008 http://www.pewinternet.org/pdfs/PIP_Broadband_2008.pdf

Why is Broadband Important? Necessary to access many online tools and services Broadband includes many options, including DSL Cable Modem Fiber Wireless Satellite Broadband over Powerlines (BPL)

Necessary to access many online tools and services

Broadband includes many options, including

DSL

Cable Modem

Fiber

Wireless

Satellite

Broadband over Powerlines (BPL)

Broadband as Predictor of Online Activity 78% of home broadband users look online for health information, compared with 70% of home dial-up users. Home broadband users are twice as likely as home dial-up users to do health research on a typical day -- 12% vs. 6%. Pew, The Engaged E-patient Population, August 2008, http://www.pewinternet.org/PPF/r/259/report_display.asp

78% of home broadband users look online for health information, compared with 70% of home dial-up users.

Home broadband users are twice as likely as home dial-up users to do health research on a typical day -- 12% vs. 6%.

Broadband Adoption Growth in broadband adoption was flat among the poor 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. Source: Pew, “Home Broadband Adoption 2008,” July 2008 http://www.pewinternet.org/pdfs/PIP_Broadband_2008.pdf

Growth in broadband adoption was flat among the poor

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.

Broadband Adoption Rural broadband grew but still lags behind urban and suburban 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. Source: Pew, “Home Broadband Adoption 2008,” July 2008 http://www.pewinternet.org/pdfs/PIP_Broadband_2008.pdf

Rural broadband grew but still lags behind urban and suburban

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.

Broadband Availability Source: NTIA, Networked Nation: Broadband In America 2007, http://www.ntia.doc.gov/reports/2008/NetworkedNationBroadbandinAmerica2007.pdf

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

Online activities Conducting searches Multimedia Using the internet to find services

Conducting searches

Multimedia

Using the internet to find services

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

Multimedia

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

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

The changing paradigm! How many of you have ever considered and / or heard of another advocate sending client notifications and reminders via text message?

How many of you have ever considered and / or heard of another advocate sending client notifications and reminders via text message?

Mobile Access 62% of all Americans are part of a wireless, mobile population that participates in digital activities away from home or work 84% of English-speaking Hispanics have cell phones. 74% of white Americans have cell phones. 71% of black Americans have cell phones. Source: Pew, Mobile Access to Data and Information, March 2008 http://www.pewinternet.org/pdfs/PIP_Mobile.Data.Access.pdf

62% of all Americans are part of a wireless, mobile population that participates in digital activities away from home or work

84% of English-speaking Hispanics have cell phones.

74% of white Americans have cell phones.

71% of black Americans have cell phones.

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

The Debate “ Our clients don’t use the Internet.” “ Our clients shouldn’t use the Internet for their legal problems.” “ Computers and the Internet are luxury items. We need to focus on serving clients who come through our doors.”

“ Our clients don’t use the Internet.”

“ Our clients shouldn’t use the Internet for their legal problems.”

“ Computers and the Internet are luxury items. We need to focus on serving clients who come through our doors.”

What’s going on in the field? Examples of service delivery enhancements through the effective use of technology.

Examples of service delivery enhancements through the effective use of technology.

Online Delivery Models in Poverty Law LiveHelp A2J Program and Statewide Websites Cell Phone Educational/Informational Videos YouTube

LiveHelp

A2J

Program and Statewide Websites

Cell Phone

Educational/Informational Videos

YouTube

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.

LiveHelp Usage Trends Self-reported household income of Montana LiveHelp users (2006-2008) Under 10K: 24% 10K-15K: 26%

Self-reported household income of Montana LiveHelp users (2006-2008)

Under 10K: 24%

10K-15K: 26%

Areas Montana LiveHelp Users Sought Help in (2006-2008)

A2J Author and NPADO Server Being adopted by both legal aid programs and court systems Has grown immensely in the past year Illinois Legal Aid Online NYC Civil Court Idaho Legal Aid Services NYC Housing Court

Being adopted by both legal aid programs and court systems

Has grown immensely in the past year

Illinois Legal Aid Online

NYC Civil Court

Idaho Legal Aid Services

NYC Housing Court

Program and Statewide Websites LawHelp consumer site usage in 2007: 2.7 million visitors 12.6 million page views 2.2 million resource downloads 628,000 referral profiles viewed Websites can be a tool in helping to bridge the broadband divide Colorado Legal Services lists information about where to find library and Wi-Fi hotspots all across the state.

LawHelp consumer site usage in 2007:

2.7 million visitors

12.6 million page views

2.2 million resource downloads

628,000 referral profiles viewed

Websites can be a tool in helping to bridge the broadband divide

Colorado Legal Services lists information about where to find library and Wi-Fi hotspots all across the state.

Cell Phone Website browsing still not that viable on mobile technologies Texting holds great promise for distributing basic legal education information that can tie into your intake system Tenants Rights Domestic Violence Immigrant Rights

Website browsing still not that viable on mobile technologies

Texting holds great promise for distributing basic legal education information that can tie into your intake system

Tenants Rights

Domestic Violence

Immigrant Rights

Educational/Information Videos More and more common in legal aid Legal Services Alabama Arkansas Legal Services Asian Pacific American Legal Center Atlanta Legal Aid LawHelp California Iowa Legal Aid Legal Aid Society of Northeastern New York New Mexico Center on Law and Poverty

More and more common in legal aid

Legal Services Alabama

Arkansas Legal Services

Asian Pacific American Legal Center

Atlanta Legal Aid

LawHelp California

Iowa Legal Aid

Legal Aid Society of Northeastern New York

New Mexico Center on Law and Poverty

Where do we go from here? What will happen with access to broadband? How will online behaviors trend? How can mobile technologies be incorporated into delivery of services?

What will happen with access to broadband?

How will online behaviors trend?

How can mobile technologies be incorporated into delivery of services?

Questions or Comments?