Where do we get our information?

Every time I pay my bills I wonder how people with less education, experience and resources manage in today's world.

It's a paradox that in this information-rich age, it's really hard to get the right information, to understand the information you get and to sort through all the facts, figures, reports, admonitions and hearsay that come via various sources. I wonder how others manage, because I often feel like I am barely managing!

Inquiring minds at the Pew Internet & American Life Project and the University of Illinois also recognized that Americans are dealing with a complex array of issues in their everyday lives. Specifically, they wanted to know how Americans were getting their information and the role of libraries, the Internet, and other information sources.

Powered by a grant from the U.S. Institute of Museum and Library Services, a survey was administered to 2,796 American adults between June and September, 2007. The survey focused on 10 common problems: a serious illness or health concern; school enrollment, financing or upgrading work skills; tax matters; a new job or starting a business; Medicare, Medicaid or food stamps; Social Security or military benefits; voter registration or government policy; local government matters such as a traffic problem or school issues; legal matters; and citizenship or help with immigration matters.

Typically, survey respondents reported using different sources for different problems. For health problems, most people turned to experts first, then to family and friends, then the Internet. For problems with government programs, most people consulted directly with the government agency, then the Internet.

The good news for libraries is that the study showed that more than half of Americans (53 percent) visited the library in the last year for all kinds of problems. The most affirming news is that young adults (18 - 30 year olds) was the group that said it would most likely use the library in the future. Librarians have been worried about this information-savvy group since they grew up on video games. There's even some evidence that this age group, born after l980, has actually rewired their brains with their multitasking and gaming approach to problem solving. Librarians have worked hard to incorporate all kinds of technology into the library--the strategy must be working!

Some survey results call for action. People who do not use the Internet, or have slow dial-up connections, were less successful than others in finding needed information. This group requires special help from libraries and agencies such as Social Security or Medicare.

Conversely, those who are Internet-savvy expect government information and services to be available on the Internet to a much wider degree than is generally available today.

This is the dilemma facing libraries right now: serving people who just love the good old-fashioned library with books, magazines and programs and also those who only come for the DVDs, recorded books and fast Internet access.

One of our technology gurus at the North Suburban Library System told me recently that we all need to get used to "constant beta," which means ever-changing programs that contain errors. Constant beta also involves a constant learning curve; it requires accepting ambiguity and living with it.

Maybe I just have to grit my teeth and do the best I can with my bills and getting the right information for my life. The good news in this survey is that most people did find the information they needed, as I do, eventually.

For more information, put the title of the research report, "Information searches that solve problems," into your Internet browser.