Client Use of Technology
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Client Use of Technology, Kathleen Brockel and Rachel Medina (NTAP) and Kate Bladow (Pro Bono Net) ...

Client Use of Technology, Kathleen Brockel and Rachel Medina (NTAP) and Kate Bladow (Pro Bono Net)

Presented at the 2009 Legal Services Corporation's Technology Initiative Grants (TIG) conference.

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Client Use of Technology Client Use of Technology Presentation Transcript

  • Client Use of Technology
    • Rachel Medina – NTAP
    • Kathleen Brockel – NTAP
    • Kate Bladow – Pro Bono Net
    • LSC TIG Conference 2009
  • Specific data to be reviewed
    • Demographics of Folks Online & Who has Broadband
      • Income
      • Race
      • Education
      • Age
      • Geography
    • Use of the internet
    • Online Video Viewing
    • Cell phone
    • Social Networking
    • Legal Aid Client Services
  • Jeopardy! How well do we understand trends in client use of technology?
  • Jeopardy!
    • Teams of 3 – 5
    • 7 Q’s
      • 3 – 1PT
      • 3 – 2 PT
      • Final Jeopardy – Bet 1, 2, or 3 Pts!
    • Prizes to the 3 Top Scoring Teams
  • 1 Point
    • Which is more popular?
    • A.) Broadband
    • B.) Dial-up?
  • 1 Point
    • Based on Geography, which group spends the least amount of time online?
    • A.)Urban,
    • B.)Suburban
    • C.)Rural
  • 1 Point
    • Senior Citizens (65+) are more likely to be online than those making less than 30k per year?
    • True
    • False?
  • 2 Points
    • Highest percentage of cell phone ownership?
    • A.) Blacks
    • B.) English Speaking Hispanics
    • C.) Whites
  • 2 Points
        • Largest increase % of age group viewing video websites.
    • A.) 18- 29
    • B.) 30- 49
    • C.) 50-64
    • D.) 65+
  • 2 Points
        • What % of those making less than 30k per year use search engines on a “typical” day?
    • A.) 27%
    • B.) 36%
    • C.) 52%
  • FINAL JEOPARDY BIDS
    • Risk 1, 2 or 3 points
  • Final Jeopardy
    • Those with a legal problem are more likely to go where for information?
    • A.) Library
    • B.) Internet
    • C.) Contact a Government Agency
  • 1 Point
    • Which is more popular?
    • A.) Broadband or B.) Dial-up?
  • 1 Point
    • Based on Geography, which group spends the least amount of time online?
    • A.)Urban, B.)Suburban or C.) Rural ?
  • 1 Point
    • Senior Citizens (65+) are more likely to be online than those making less than 30k per year?
    • True or False ?
  • 2 Points
    • Highest percentage of cell phone ownership?
    • A.) Blacks
    • B.) English Speaking Hispanics
    • C.) Whites
  • 2 Points
        • Largest increase % of age group viewing video websites.
    • A.) 18- 29 = 29%
    • B.) 30- 49 = 46%
    • C.) 50-64 = 58%
    • D.) 65+ = 45%
  • 2 Points
        • What % of those making less than 30k per year use search engines on a “typical” day?
    • A.) 27%, B.) 36% or C.) 52%?
  • Final Jeopardy Bid 1, 2, 3 Points
    • Those with a legal problem are more likely to go where for information?
    • A.) Library
    • B.) Internet
    • C.) Contact a Government Agency
  • 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
  • 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%
    Source: Pew, “Latinos Online,” March 2007, ( http://www.pewinternet.org/pdfs/Latinos_Online_March_14_2007.pdf )
  • Internet Use by Age
  • Wired Seniors
    • In 2006, 34% of 65+ went online, (up from 26% in 2005).
    • But only 28% of 70+ went online (26% in 2005)
    Source: Pew, Are “Wired Seniors” Sitting Ducks?, 2006 http://www.pewinternet.org/pdfs/PIP_Wired_Senior_2006_Memo.pdf
  • 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
    Source, Pew, “Rural Broadband Internet Use,” February 2006 ( http://www.pewinternet.org/pdfs/PIP_Rural_Broadband.pdf )
  • 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 High School Graduates (67%) Urban (77%) Rural (64%) Suburban (77%)
  • 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)
  • 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
  • Broadband Adoption
    • Growth in broadband adoption was flat among the poor
      • 25% of low-income Americans ($20 K) have broadband in April 2008.
      • Compared to 28% figure reported in March 2007
    Source: Pew, “Home Broadband Adoption 2008,” July 2008 http://www.pewinternet.org/pdfs/PIP_Broadband_2008.pdf
  • Broadband Adoption
    • Rural broadband grew but still lags behind urban and suburban
      • 38% of rural in 2008 v. 31% in 2007
      • 57% of urban residents in 2008
      • 60% of suburban in 2008
    Source: Pew, “Home Broadband Adoption 2008,” July 2008 http://www.pewinternet.org/pdfs/PIP_Broadband_2008.pdf
  • 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
  • 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
  • Mobile Access
    • 62% of all Americans have cell phones
    • 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
  • 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
  • Clients and Social Media
  • Social Media
    • Tools to facilitate conversations
    • Facebook
    • MySpace
    • Twitter
    • YouTube
    • Blogs
    • LinkedIn
  •  
  • Statistics
    • 35% of online adults; 65% of online teens
    • 75% of online adults aged 18-24
    • 57% of online adults aged 25-34
    • 45% of online adults who have a household income of <$30,000
    • More than 33% of adults visit sites daily
  •  
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  •  
  • CLIENT TECH TRENDS IN LEGAL AID
  • 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%
  • Areas Montana LiveHelp Users Sought Help in (2006-2008)
  • NPADO Server
    • Being adopted by both legal aid programs and court systems to serve up HotDocs templates and A2J Guided Interviews ® over the web
    • These programs are being used to construct automated document assembly tools for both advocate use and for use by self-represented litigants
    • Has grown immensely in the past year
  • A2J Author ® Activity Nationwide States with A2J Guided Interviews (according to NPADO server statistics thru 7/1/08) 21 States, U.S. Virgin Islands & Ontario (Canada) Alabama, Arizona, Arkansas, California, Idaho, Illinois, Kentucky, Louisiana, Maryland, Massachusetts, Minnesota, Mississippi, Montana, Nebraska, New York, Ohio, Oklahoma, Pennsylvania, Texas, U.S. Virgin Islands, Vermont, Washington, Ontario (Canada) Registered Users of A2J Author 2.0 (per registration statistics thru 10/1/08) 33 States, D.C., Guam, Ontario (Canada), N.S.W. (Australia) Alabama, Arizona, Arkansas, California, Connecticut, Washington, D.C., Florida, Georgia, Guam, Iowa, Idaho, Illinois, Kansas, Kentucky, Louisiana, Maryland, Maine, Michigan, Minnesota, Missouri, Montana, Nebraska, New York, North Carolina, New Hampshire, New Mexico, N.S.W. (Australia), Ohio, Oklahoma, Ontario (Canada), Oregon, Pennsylvania, Rhode Island, South Carolina, Virginia, Vermont, Washington Chicago-Kent College of Law / Student Editorial Board Projects Ventura County, California (various interviews in process) Illinois Legal Aid Online (multiple interviews, either live or in development) E-Filing System Projects U.S. District Courts, Eastern Missouri Manatee County Clerk of the Circuit Court, Florida (pilot project for the state of Florida) Clerk of Kane County, Illinois Case Management System Integration Projects Iowa Legal Aid Legal Aid of Western Ohio As of July 1: 1219 active A2J templates 34,042 A2J Interviews completed in 2008
  • 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.
  • 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
  • Questions or Comments?
    • [email_address]
    • [email_address]
    • [email_address]