Government Online: The3 “P’s” of SuccessFindings from PewInternet Project researchGovDelivery ConferenceFebruary 3, 2011
About the Pew Internet & American Life Project                               •   Funded by a grant from the Pew Charitable...
“Government Online”                               •   Based on a survey of 2,258 adults conducted                         ...
Trends in Technology Adoption: Where we are,where we’ve come from    Title of presentation
Internet use Trends in Online Government Title of presentation         2/3/2011   5
Broadband adoption Trends in Online Government Title of presentation         2/3/2011   6
Mobile access Trends in Online Government Title of presentation         2/3/2011   7
Social media                                      Other online activities                                    (% of adult i...
Research in Online Government    Title of presentation
Types of online interactions% of internet users who did followingin last 12 months:Look for info about a public           ...
How users prefer to solve gov’t issuesAmong all adults, phone is preferred              Among internet users:    slightly ...
How users find what they need Trends in Online Government Title of presentation          2/3/2011   12
Types of online government users                               •   Four in ten online government users did 5+             ...
Users mix online and offline interactions Trends in Online Government Title of presentation              2/3/2011   14
Heavy web users prefer web… Trends in Online Government Title of presentation         2/3/2011   15
But in reality use many resources Trends in Online Government Title of presentation              2/3/2011   16
Heaviest users least likely to solve problems Trends in Online Government Title of presentation             2/3/2011     17
Other avenues for gov’t info     31% of internet users did at least one of the following activities in the                ...
Mixed views on social media outreach Trends in Online Government Title of presentation           2/3/2011   19
Views by people of color Trends in Online Government Title of presentation         2/3/2011   20
Nearly one-quarter of internet users are“government participators” Trends in Online Government Title of presentation      ...
40% of internet users go online for data aboutgovernment operations Trends in Online Government Title of presentation     ...
Mostly appeals to “elites” Trends in Online Government Title of presentation         2/3/2011   23
Final thoughts•    Need for multiple channels/tools for info and assistance  users     want/expect offline and online hel...
Thanks!name: Aaron Smithtitle: Senior Research Specialistemail: asmith@pewinternet.orgweb: www.pewinternet.orgtwitter: @aa...
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Government Online: The 3 “P’s” of Success - Findings from Pew Internet

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Senior research specilist Aaron Smith's GovDelivery talk about the latest Pew Internet research about public attitudes toward engaging with the government online.

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Government Online: The 3 “P’s” of Success - Findings from Pew Internet

  1. 1. Government Online: The3 “P’s” of SuccessFindings from PewInternet Project researchGovDelivery ConferenceFebruary 3, 2011
  2. 2. About the Pew Internet & American Life Project • Funded by a grant from the Pew Charitable Trusts • Part of the Pew Research Center, a non-partisan “fact tank” in Washington, DC • Study of how technology is shaping society and individuals – Provide high quality, objective data to thought leaders and policy makers – Do not promote specific technologies or make policy recommendations – Go beyond topline findings • Our research is based on nationally representative telephone surveys of: – Adults 18+ (teens data based on 12-17 year olds) – Drawn from dual-frame (landline + cell) samples Trends in Online Government Title of presentation 2/3/2011 2
  3. 3. “Government Online” • Based on a survey of 2,258 adults conducted November 30 – December 27, 2009 • Our first look at how Americans use the internet for government interactions since 2003 • Key research questions: – What is the current state of online government interactions? How has it changed (or not changed) since 2003? – How are Americans using social media in their government interactions? – How to Americans feel about the internet’s impact on government service? – Have the “Gov 2.0” / online transparency movements resonated with ordinary Americans? • Goal of this talk: give a sense of the importance/relevance of online content to ordinary users, help contextualize the presentations that follow Trends in Online Government Title of presentation 2/3/2011 3
  4. 4. Trends in Technology Adoption: Where we are,where we’ve come from Title of presentation
  5. 5. Internet use Trends in Online Government Title of presentation 2/3/2011 5
  6. 6. Broadband adoption Trends in Online Government Title of presentation 2/3/2011 6
  7. 7. Mobile access Trends in Online Government Title of presentation 2/3/2011 7
  8. 8. Social media Other online activities (% of adult internet users) • Email (94%) • News (75%) • Online video (66%) • Social networking sites (61%) • Visit government website (60%) • Wikipedia (53%) • Podcast (21%) • Blogging (14%) • Twitter (8%) Trends in Online Government Title of presentation 2/3/2011 8
  9. 9. Research in Online Government Title of presentation
  10. 10. Types of online interactions% of internet users who did followingin last 12 months:Look for info about a public 48%policy or issue Most recent gov’t website visited:Look up what services a gov’t 46%agency provides 5%Download gov’t forms 41% 7% Federal agencyResearch official documents or 35% 32% State agencystatistics Local govtRenew a driver’s license or auto 33% 27% Specific taskregistration Elected officialGet recreational or tourist info 30% 18% OtherGet advice/info about a health or 25% 11%safety issueApply for gov’t benefits 23%Apply for a gov’t job 19%Pay a fine 15%Apply for a recreational license 11% Trends in Online Government Title of presentation 2/3/2011 10
  11. 11. How users prefer to solve gov’t issuesAmong all adults, phone is preferred Among internet users: slightly to online contact • 37% prefer online 6% • 33% prefer telephone Phone Among broadband users: 11% Web/email 35% • 39% prefer online • 32% prefer phone In person20% Desirability of phone/in-person Letter contact increases with urgency and severity of issue; 28% Other/Dont demographically, older adults know and those with low income/education levels are big Email: 18% on phone and in-person contact Website: 10% Trends in Online Government Title of presentation 2/3/2011 11
  12. 12. How users find what they need Trends in Online Government Title of presentation 2/3/2011 12
  13. 13. Types of online government users • Four in ten online government users did 5+ different online government-related activities in preceding twelve months • Demographically, these users tend to be: – Well-educated (half have a college degree) – Relatively well-off – Skew towards middle-aged (not as many young adults or seniors) • Also very tech-savvy: – 90% are home broadband users – 90% get news online – 2/3 use social networking sites, 1/3 use status update svcs like Twitter Trends in Online Government Title of presentation 2/3/2011 13
  14. 14. Users mix online and offline interactions Trends in Online Government Title of presentation 2/3/2011 14
  15. 15. Heavy web users prefer web… Trends in Online Government Title of presentation 2/3/2011 15
  16. 16. But in reality use many resources Trends in Online Government Title of presentation 2/3/2011 16
  17. 17. Heaviest users least likely to solve problems Trends in Online Government Title of presentation 2/3/2011 17
  18. 18. Other avenues for gov’t info 31% of internet users did at least one of the following activities in the preceding 12 months:• 15% of internet users watched a video on a government website• 15% of email users signed up to receive email alerts from a government agency or official• 13% of internet users read the blog of a government agency or official• 5% of internet users followed or become a fan of a government agency or official on a social networking site• 4% of texters signed up to receive text messages from a government agency or official• 2% of internet users followed a government agency or official on Twitter Trends in Online Government Title of presentation 2/3/2011 18
  19. 19. Mixed views on social media outreach Trends in Online Government Title of presentation 2/3/2011 19
  20. 20. Views by people of color Trends in Online Government Title of presentation 2/3/2011 20
  21. 21. Nearly one-quarter of internet users are“government participators” Trends in Online Government Title of presentation 2/3/2011 21
  22. 22. 40% of internet users go online for data aboutgovernment operations Trends in Online Government Title of presentation 2/3/2011 22
  23. 23. Mostly appeals to “elites” Trends in Online Government Title of presentation 2/3/2011 23
  24. 24. Final thoughts• Need for multiple channels/tools for info and assistance  users want/expect offline and online help• Populations with greatest need for government services often have low levels of access / technology skills• Go beyond branding and press releases -- make online engagement with government actually engaging • “Is…government scaled up and prepared to deal with citizens as individual human beings at a massive scale?” (Mark Drapeau)• Many “Gov2.0” offerings currently appeal to elites (white, upper class, educated, male, etc) but need to move beyond that crowd to be truly useful and attain widespread adoption Trends in Online Government Title of presentation 2/3/2011 24
  25. 25. Thanks!name: Aaron Smithtitle: Senior Research Specialistemail: asmith@pewinternet.orgweb: www.pewinternet.orgtwitter: @aaron_w_smith, @pew_internet Trends in Online Government Title of presentation 2/3/2011 25

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