computer user survey - Austin Free-Net

computer user survey - Austin Free-Net

Who Uses Community Technology Centers?
A survey of public access computer users
Austin Free-Net – Austin, Texas
February 2002
Summary:
Austin Free-Net provides free access to computers and the Internet in 36 public locations
throughout Austin, including the public libraries, affordable housing complexes, churches, senior
activity centers, and other community centers. A survey of 987 individuals using these
computers in 23 sites revealed that a broad cross-section of the Austin community make effective
use of public access computers, and that a strong need exists for the continuation and expansion
of community technology efforts.
Methods:
In June, 2001, one-page surveys in English and Spanish were distributed to 21 libraries and two
community sites throughout Austin (see Appendix A and B for copies). For two weeks,
librarians or site attendants were asked to give a survey to randomly-selected clients signing up
to use the computer, telling the client that the survey was strictly voluntary and confidential. A
total of 987 completed forms were returned to the librarian and delivered to Austin Free-Net.
Coding and analysis was conducted by Austin Free-Net staff and volunteers with assistance from
a graduate student from the University of Texas at Austin.
Thanks!
A special thanks to the following parties who made this project possible:
! The staff and volunteers of the Austin Public Libraries, Austin Learning Academy, and
Lamar Senior Activity Center for distributing and collecting the survey forms.
! NION Interactive (www.nion-is.com) for the fabulous cover design.
! Zeynep Tufekcioglu for help with data coding and analysis.
Results:
Number of respondents: 987
Number of sites: 23 (see Appendix C for site locations)
Results will be grouped under the four overarching questions the survey was designed to answer:
1. Who uses public access computers?
2. What are the computers used for?
3. How could services be improved?
4. How have public access computers helped clients?
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1. Who uses public access computers?
a) Gender:
54%
60%
46%
40%
20%
0%
Female
b) Age:
Male
60%
46%
40%
29%
20%
13%
8%
4%
0%
>13
13-19
20-35
36-55
>55
c) Race/Ethnicity/Descent:
Caucasian/White
44.6%
Hispanic/Latino(a)
25.4%
AfricanAmerican/Black
19.1%
Asian/Indian/Pacific
Islander
4.2%
Native American
2.4%
Other**
4.3%
0%
10%
20%
30%
40%
50%
* “Other” races/ethnicities/descents written by respondents included:
American, Arab, Biracial, Cajun, German, Jewish, and Turkish.
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d) Income:
30%
26.7%
27.8
24.1%
21.7%
20%
10%
0%
>$15,000
$15-25,000
$25-40,000
>$40,000
e) Language: In total, public access computer users in this survey indicated 23 different
languages. Many respondents were multi-lingual; therefore the total is greater than 100%.
English
91.7%
Spanish
27.4%
French
17.5%
German
1.2%
Creole
1.1%
Chinese
0.8%
Sign Language
0.7%
Hindi
0.6%
Japanese
0.6%
Other*
0.3%
0%
20%
40%
60%
80%
100%
* “Other” languages included Arabic, Bengali, Bulgarian, Dinee (Navajo), Greek,
Hebrew, Italian, Kiswahili, Korean, Persian, Portuguese, Turkish and Vietnamese.
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f) How often each client uses the public access computers
First Time
8.8%
Infrequent
13.5%
Monthly
8.2%
Weekly
41.7%
Daily
0%
27.9%
5%
10%
15%
20%
25%
30%
35%
40%
45%
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2) What are the computers used for?
Internet
87%
Email
68%
Search for work
29%
Word Processing
28%
News (current events, sports)
25%
Study (research, homework)
24%
Fun (games, chat, hobbies)
21%
Business/Work-related
13%
Multimedia (video, radio…)
7%
Banking, pay bills
7%
Graphics (flyers, art projects…)
7%
Shopping
6%
Social Services (housing, food, health…)
6%
Lobbying/Activism
5%
Other
4%
0%
20%
40%
60%
80%
Activities were further broken down by language, income, age, and gender. There were no
significant differences in these populations as to what activity they engaged in; therefore the data
is not included in this report.
Training: 9.7% of clients have taken at least one of Austin Free-Net’s training classes.
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100%
3) How could services be improved?
a) Waiting time to get on a computer: The average reported wait time was 14.7 minutes. The
wait at the 21 library sites (14.9 minutes) was longer than at the two community sites (6.4
minutes).
b) Positive comments: The following were common responses to the open-ended question,
“What do you like about using computers at this site?”
21% - Convenient location
12% - Accessible, open site
12% - Enough computers, little or no waiting time
10% - Fast connection
10% - Friendly staff
10% - No improvements needed
8% - Free (no charge)
6% - Acceptable levels of privacy and noise
4% - Good equipment and software
4% - Provides the opportunity to learn or upgrade computer skills
3% -Using the computers is helpful or fun
3% - Able to keep in touch with family/friends by email
2% - The time limit for use is acceptable
1% - Reasonable charge for printing
c) Constructive comments: The following were common responses to the open-ended
question, “What could be improved?”
17% - Need more or faster computers
8% - Need unlimited access or longer time limits
3% - Need more privacy
2% - Need more useable software (e.g. Quicken)
1% - Need help to use the machines, don’t know about training classes
1% - Need more classes and more sites
1% - Don’t like location
1% - Printing charges too much
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4) How have public access computers helped clients?
The following are representative samples of responses to the open-ended question, “How have
public access computers helped you?”
After being laid-off, I discovered that a job search is difficult without Internet access. Many job
posting are on-line and employers frequently request resumes via e-mail. It has been helpful to
come to a public facility to access the Internet and use up-to-date, fast computers since I don’t
have Internet access at home.
I have no other access to computers and use internet to keep in touch with family, friends; also
for job searching and social service resources; also for community forums like La Leche League
and mothers’ groups. I LOVE IT!
Through the Internet I have learned about my disabilities.
I'm able to keep in touch with friends across the country - would it kill them to pick up a phone?
Oh well, I'm not bitter about it....
Me han ayudado a sentirme mas útil. (They have helped me feel more useful.)
My husband and son knew about computers from work and school. They taught me on library
computers. Then we bought our own.
I attended graduate classes at the University of Phoenix via their online degree distance
education program. I was interested in enhancing my ability to further help students by
obtaining a M.A. in Education. However, I lacked a home computer and Internet access. The
Austin Free-Net program was the direct link for me to be able to get this information, and take
my life in a whole new direction. I recommend the Austin Free-Net program to anyone seeking
information, adult research opportunities, skill building, career enhancement, and the like.
I found my job using the computers.
Me han ayudado a comunicarme con mi familia que esta en mexico- It has helped me
communicate with my family in Mexico.
I’m currently homeless, looking for work. Since I have no place to plug a computer in, public
access computers are a God-send. The only problem is that there aren’t enough of them, and
have limited time access. After I lost my home, they’ve allowed me to stay in touch. It’s more
important to me than telephone or regular mail. Please add more computers, and extend the
time limits to use them.
- (Senior male, Little Walnut Branch Library)
I was able to apply for aid for University.
Well they really helped me to keep myself from getting in trouble well not only me but also other
kids too.
- (Teenage computer user)
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“I had the GREATEST TIME E V E R!! Three students were there and they were all cute and
fantastic and it was SO MUCH FUN! I'm so excited about teaching the next 3 classes with
them.”
- (Volunteer instructor)
I took a class for the Internet at the Riverside library – it has helped me overcome my fear of
using the Internet.
To be "in touch" with friends and relatives and to increase my "citizenship" in community and
government. I am low income (currently) and cannot yet afford a "fast" computer or the
"online" costs (nor can I afford cable TV).
- (Senior client)
Since my computer was stolen it has helped me a lot with banking and bills.
Provided resource and means to obtain social services.
Kept my love life alive – literally!
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COMPUTER USER SURVEY
Please hand in at front desk, or mail to Austin Free-Net:
PMB 226, PO Box 2013, Austin TX 78768
[email protected]
Site: ______________________
Austin Free-Net is a non-profit corporation providing free training and public access to the Internet
and computing resources for all Austin residents, especially those who don't have computers of their
own. Our services are available only in public locations.
Austin Free-Net is a community-driven project. Please take a few minutes to let us know how you use
public access computers. Your answers will help us plan programs, improve our services and
fundraise for more computers at more public access sites. Thanks for your support!
All information is confidential and will be used only by Austin Free-Net. No names please!
1. How long is the wait to get on a computer at this site? _________________
2. What do you use these computers for? (check all that apply)
❐ Internet
❐ Word Processing
❐ Graphics (flyers, art projects…)
❐ Search for work
❐ Fun (games, chat, hobbies) ❐ Social services(housing, food, health…)
❐ Banking, pay bills
❐ News (current events, sports) ❐ Study (research, homework)
❐ Email
❐ Shopping
❐ Business/work-related
❐ Lobbying/Activism ❐ Multimedia (video, radio…)
❐ Other (specify) ________________________________________________________________
3. How often do you use public-access computers here or at other sites?
❐ first time ❐ daily
❐ weekly
❐ monthly
❐ infrequent
4. What do you like about using computers at this site? What could be improved? (Continue on back if needed)
5. How have public access computers helped you? (Continue on back if needed)
6. Austin Free-Net offers free computer training. What classes have you taken?__________________________
What would you like to learn? __________________________
_________________________________
7. Demographic information (Optional and confidential)
a) Age:
❐ Under 13
b) Gender:
❐ Female
c) Language(s)
❐ English
❐ 13-19
❐ 20-35
❐ 36-55
❐ Over 55
❐ Male
❐ Spanish
❐ Other_____________________________
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d) Race/Ethnicity/Descent: ________________
e) Household Income: ❐ Under $15,000
❐ $15,000-$25,000
❐ $25,000-$40,000 ❐ Over $40,000
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QUESTIONARIO DE UTILAZATION DE
COMPUTADORAS
Favor de remintir en frente o enviar a Austin Free-Net:
PMB 226, PO Box 2013, Austin TX 78768
[email protected]
Sitio: _________________
Austin Free-Net es una agéncia communitaria que provee entreriaminto gratis y computadoras con
accesso público al Internet para todos los residents de Austin, especialmente los que no tienen computadoras con
acceso en casa. Se ofrece nuestros servicios solo en lugares públicos.
Austin Free-Net es un projecto basado en la communidad. Favor de tomar unos minutos para informarnos
de como usted utiliza estas computadoras. Sus repuestas nos ayudarán a planear programas, mejorar nuestras
servicios, y obtener fondos para ofrecer más servicios a la comunidad. ¡Gracias por su apoyo!
Toda información es confidencial y solo por el uso de Austin Free-Net. ¡No nombres por favor!
1. ¿Por cuánto tiempo tiene que esperar uno para usar una computador aquí? _________________
2. ¿Para cuales actividades se usa estas computadoras? (Marque todos que apliquen)
❐ Internet
❐ Escribir documentos
❐ Arte
❐ Buscar trabajo
❐ Divertirse
❐ Servicios sociales
❐ Bancos, pagar cuentos
❐ Noticias
❐ Estudios
❐ Email
❐ Compras
❐ Trabajo
❐ Activismo
❐ Video, radio
❐ Otro(a) (Especifique) ________________________________________________________________
3. ¿Qué a menudo se usa las computadoras públicas aquí o en otras lugares? (Marque todos que apliquen)
❐ primera vez ❐ cada dia
❐ cada semana
❐ cada mes
❐ no muy frequentamente
4. ¿Qué le gusta de usar las computadoras aquí? ¿Qué podría mejorarse? (Siga atrás si se necesita)
5. ¿Cómo las computadoras públicas le han ayudado? (Siga atrás si se necesita)
6. Austin Free-Net ofrece talleres gratis de computadoras. ¿Cuales clases se ha tomado?____________________
¿Qué quisiera aprender? ____________________________
_____________________________________
7. Información (Opcional y confidencial)
a) Edad:
❐ Menos de 13
b) Género:
c) Idioma(s)
❐ 13-19
❐ 20-35
❐ 36-55
❐ Más de 55
❐ Feminina ❐ Masculino
❐ Inglés
❐ Espanol
❐ Otro(s)_____________________________
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d) Raza, Ethnica ó Herencia: _________________________
e) Ingresos de casa: ❐ <$15,000
❐ $15,000-$25,000
❐ $25,000-$40,000
❐ >$40,000
Appendix C: Sites Surveyed
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
Faulk/Central Library
Austin History Center
Carver Branch Library
Cepeda Branch Library
Hampton Branch Library at Oak Hill
Howson Branch Library
Little Walnut Creek Library
Manchaca Branch Library
Milwood Branch Library
North Village Branch Library
Oak Springs Branch Library
Old Quarry Branch Library
Pleasant Hill Branch Library
Riverside Branch Library
Southeast Branch Library
Spicewood Branch Library
Terrazas Branch Library
Twin Oaks Branch Library
University Hill Branch Library
Windsor Park Branch Library
Yarborough Branch Library
Austin Learning Academy
Lamar Senior Activity Center*
800 Guadalupe
810 Guadalupe
1611 Angelina
651 N. Pleasant Valley Rd.
5125 Convict Hill Rd.
2500 Exposition
835 Rundberg Ln.
5500 Manchaca Rd.
12500 Amherst Dr.
2139 W. Anderson Ln.
3101 Oak Springs Dr.
7051 Village Center Dr.
211 William Cannon Dr.
2410 E. Riverside Dr.
5803 Nuckols Crossing Rd.
8637 Spicewood Springs Rd.
1105 East Cesar Chavez
2301 S. Congress
4721 Loyola Ln.
5833 Westminster Dr.
2200 Hancock Dr.
1201 Hackberry St.
2874 Shoalcrest Ave.
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