(ALIA) Internet access in public libraries survey 2011

Transcription

Australian Library and Information Association
9-11 Napier Close, Deakin ACT 2600
PO Box 6335, Kingston ACT 2604
Phone: (02) 6215 8222
Fax: (02) 6282 2249
Email: [email protected]
Web: www.alia.org.au
ABN: 40 090 953 236
ALIA INTERNET ACCESS IN
PUBLIC LIBRARIES SURVEY 2011
Contents
Executive summary
3
Introduction
5
Public library internet access
7
Public library internet support
9
Library user feedback
10
Internet policies
11
Time slots
14
Internet training
16
Complaints
20
Internet filtering
23
Services for children
26
Monitoring internet use
30
Connection speed and cost
32
Effect of the National Broadband Network
34
Other comments about internet access in libraries
37
Hardware
38
The role of ALIA
39
Conclusion
41
www.alia.org.au
2
Executive summary
High rate of response
Once again, public libraries responded en masse to the ALIA Internet access in public libraries survey, with
some 201 participants representing more than 820 library service points – 55% of the total. This meant
that the sample size was more than adequate for a statistically credible result, and it indicated the degree
of importance placed on internet access by library managers.
Number and use of public access terminals in public libraries
There had been a dramatic increase in the number of public access terminals over the last three years
(+26%), compared with the increase in the size of population (+4%) in the areas covered by survey
respondents. This showed significant further growth in demand for internet access in public libraries.
Availability of wifi
Wifi had developed rapidly as a service that most individual libraries and library services offered in order
to satisfy library user demand. However, there were concerns that investment in wifi was stretching
internet access budgets to the limit and placing a question mark over future affordability.
Support staff
IT support was shared between the library staff and council IT department in most cases. This raises the
issue of staff training, the development of special skills, and making the time available in amongst all the
other necessary tasks associated with running a library.
User feedback
Library users loved the fact that they could access the internet in libraries and they could do so for the
most part free of charge. However, there were frustrations with slow speeds, insufficient terminals and
restrictions or limitations on internet access and use. There was also a request for more assistance from
library staff.
Policies
Most libraries had a policy that had been updated in the last three years, was signed off at a senior level
and was well publicised. However, few had gone through the process of public consultation.
Time slots
Nearly three quarters of libraries had a booking system and the favoured time slot was one hour.
Internet training
Public libraries provided a range of internet training, from informal assistance on an ad hoc basis, through
to sessions for seniors, toddlers, people whose first language was not English. The sessions went from
beginners’ classes through to advanced courses. Most training was free of charge.
Complaints
The number of complaints has decreased over the last nine years. It started from a low base and has
reduced year-on-year. Most complaints continue to be about sexually explicit content.
Internet filtering
A third of libraries used filters, and of these, a third operated them at a high level. Most were geared to
filter out offensive content. Some 44% of libraries had received complaints from their users about the use
of filtering.
www.alia.org.au
3
Services for children
In 19% of cases, there were separate terminals for children in the library and in 48% of cases there
were recommended links to third party material designed for younger age groups. Parental consent
was required for young people to access the internet in libraries, often up to the age of 18, and parental
presence was required in 65% of cases until at least 12 years of age.
The ACMA cybersafety help button was an increasingly common feature on library websites.
Monitoring internet use
Two thirds of libraries monitored internet use, with staff visually monitoring the situation and the
collection of system data. Data collected was used to identify inappropriate internet use, for management
reporting, and to improve services to library users.
Connection speed and cost
Only 39% of libraries had broadband connection and many were operating at below the very basic
broadband speed. Ongoing affordability was a concern, with demand for public access terminals
continuing to grow and a new expectation of wifi in libraries.
Effect of the National Broadband Network
More than a third of libraries thought the NBN would increase the number of library users; 55% thought
it would make no difference. Many saw it as creating change and providing positive benefits in terms of
faster internet access, improved services and the opportunity to attract new users.
However, few had begun to plan for the arrival of the NBN.
Hardware
Over a third of terminals in libraries were more than three years old and would need to be replaced soon.
Role of ALIA
More than two thirds of participating libraries were institutional members of ALIA; the vast majority of
these (86%) were aware of ALIA policies on content regulation and internet services in public libraries,
and 62% had made use of them.
Summary
The survey painted a picture of a highly-rated, greatly in demand service, which was not without its
frustrations for library users. It highlighted the difficult budget and resource issues facing library
managers going forward, and the need to revisit strategies and policies on a frequent basis, to keep up
with the rapid changes in technology and consumer expectations.
www.alia.org.au
4
1. Introduction
The Australian Library and Information Association (ALIA) Internet access in public libraries survey 2011 is
the fifth in a series of reports, the first published in 2002, which together provide the most comprehensive
indication of how public library internet services have been managed, delivered and used throughout
Australia over the past decade.
http://www.alia.org.au/advocacy/internet.access/
ALIA continues to be active in this space, promoting the strongly held beliefs of its members through its
involvement with the likes of Google and Yahoo, as a founder member of the Safer Internet Group.
http://www.alia.org.au/internetfiltering/
About the survey
The 2011 survey is based on the same questionnaire used in 2002, 2005 and 2008. However, in light of
recent and anticipated developments in internet services and government policy, questions relating to
cybersafety and the likely impact of the National Broadband Network (NBN) were included. Questions
dealing with the provision of wireless access were expanded.
The survey considered a range of questions relating to the provision of internet access in public libraries
including: how internet services are delivered and supported; development and implementation of
internet use policy; education and training; complaints from users about internet content; the use of
filtering software with specific reference to the use of the internet by children; monitoring of internet use
and the likely impact of the NBN.
Requests to complete the online survey (using Survey Monkey) were communicated through the ALIA
Public Libraries Advisory Committee networks. The survey contained two strands: one for people
answering on behalf of a library service with a number of service locations, and the other for individual
libraries.
Results
This report analyses approximately 200 responses representing contributors from every State and
Territory, located in metropolitan, greater metropolitan, regional and rural communities.
Survey respondents provide public library services in more than 820 locations that include central
libraries, branch libraries, mobile libraries, combined community and school libraries and a range of other
library service models.
The survey records responses from approximately 55% of the 1,480 public library service points recorded
in the most recent Australian public libraries statistical report1. Respondents range from large metropolitan
library services with 14 branches and over 260,000 registered users, to remote rural libraries with fewer
than 50 registered users. It can be concluded that the survey respondents represent the range of public
library services available throughout Australia.
1
Australian public libraries statistical report 2008-2009. Final report. Compiled by Public & Indigenous Library Services, State
Library of Queensland December 2010 for National and State Libraries Australasia (NLSA). http://www.nsla.org.au/publications/
statistics/2010/pdf/NSLA.Statistics-20101203-Australian.Public.Library.Statistics..2008.2009.pdf
www.alia.org.au
5
Which best describes your location?
Total Which
numberbest
of responses
=
250
describes your location?
Which
best describes
your location?
136 library
services
+ responses
114 individual
libraries = 778 public libraries
Total number
of
= 250
Total number of responses = 250
136 library services + 114 individual libraries = 778 public libraries
Location of public libraries
Location of public libraries
23%
23%
34%
34%
Metropolitan
Greater
Metropolitan
Metropolitan
Regional
Greater Metropolitan
Rural Regional
Rural
9%
34%
9%
34%
WhichWhich
State or
Territory?
State
or Territory?
Total Which
number
of
responses
= 251= 251
State orofTerritory?
Total number
responses
137 library
services
+
114
individual
libraries
= 824 public
Total
of responses
= 251
137 number
library services
+ 114 individual
libraries
= 824 libraries
public libraries
State or Territory
1% State or Territory
15%
1%
15%
36%
36%
21%
21%
1%
6%
6%
6%
6%
1%
14%
14%
ACT
NSWACT
NT NSW
QLD NT
SA QLD
TAS SA
VIC TAS
WA VIC
WA
How does the number of public access internet terminals in 2011 compare with the
number
indoes
2008?
How
the number of public access internet terminals in 2011 compare with the
Responses
onin
behalf
of 564 public libraries
number
2008?
Responses on behalf of 564 public libraries
ALIA Internet access in public libraries survey 2011
www.alia.org.au
1
1
6
2. Public library internet access
Number and use of public access terminals
The 2011 survey responses represent public libraries serving a total of 5,939,319 registered users;
approximately 60% of registered users nationwide.2
Respondents representing 714 public libraries had a total of 4981 internet access terminals, which gave an
average of seven terminals per library. Respondents representing 585 public libraries gave a total number
of users per week figure of 133,279. This was an average per library service point of 228 and an average
per terminal (assuming a five day week) of 6.5 users per day. As the vast majority of libraries were booked
out for one-hour sessions, this meant that the use of public access terminals was close to full capacity.
When asked about the number of public access internet terminals in 2011, compared with the number
in 2008, there were fewer respondents (representing 564 public libraries). They gave a figure of 4016 in
2011, compared with 3197 in 2008, showing an increase of 26% over the last three years. However, the
population growth in the areas covered has been only c4%.
How does the number of public access internet terminals in 2011 compare with the number
in 2008?
Responses on behalf of 564 public libraries
Number of public access internet terminals
5000
4000
3000
4016
3197
2000
1000
0
2008
2011
What is the size of the population you serve now, compared with 2008?
What
is theofsize
of the =population
you serve now, compared with 2008?
Total
number
responses
156
Population size 2008 total
Population size 2008 total
Population
size
2011
total
Population
size
2011
total
11,166,929
11,166,929
11,11,
591,121
591,121
Increase
in size
of population
served
(c4%)
Increase
in size
of population
served 424,192
424,192
(c4%)
Average
population
per
library
Average
population
per
library2008
2008
Average
population
per
library
Average
population
per
library2011
2011
21,270
21,270
22,078
22,078
Availability of wifi
How many of your public libraries offer wireless access?
Nearly one third of library services offer wifi in all their libraries and 75% of libraries provide wifi in some
Total
number
of responses
224
or all of their
service
points.
At least a=quarter
of libraries don’t offer wifi.
Where wifi is offered, in 75% of cases, it is only during library opening hours. In 30% of libraries, this is
because of cost; in 15% it’s the result of a ruling by council. Other reasons included security concerns,
Public
libraries
offering
wireless
accessstaff are on hand to provide it),
password restricted access (the
password
is only
available
when library
commercial decision (an internet café lobbied council to prevent the library offering wifi), the fact that
library opening hours were considered sufficient.
2
31%
ibid
www.alia.org.au
44%
7
All
None
Some
How many of your public libraries offer wireless access?
How many
of your public
Total number
of responses
= 224 libraries offer wireless access?
Public libraries offering wireless access
31%
44%
All
None
Some
25%
Whereisthere
is wifi,iswhen
is it offered?
Where there
wifi, when
it offered?
Total number
of responses
Total number
of responses
= 155 = 155
101services
library services
+ 54 individual
libraries
559libraries
public libraries
101 library
+ 54 individual
libraries
= 559
When
wifipublic
is= available
1%
24%
When wifi is available
1%
All day, every day
24%
Only
during
All day,
everylibrary
day opening hours
2 hours
Other
Only during library opening
75%
Other
75%
If you don’t offer wifi in some branches, or it is restricted to opening hours, why is
this?
If you
don’t
offerofwifi
in some=branches,
or it is restricted to opening hours, why is this?
Total
number
responses
164
If you
don’t
offer
wifi in= some
branches, or it is restricted to opening hours, why is
Total
number
of
responses
164
this?
106
library services + 58 individual libraries = 602 public libraries
Reasons for restrictions on wifi availability
15%
Reasons for restrictions on wifi availability
15%
51%
30%
51%
30%
4%
Council ruling
Cost
Council ruling
Technical issue
Cost
Other
Technical issue
Other
4%
Do you have staff dedicated to supporting internet services?
www.alia.org.au
8
3. Public library internet support
Despite the high level of internet use in public libraries, only 37% of service points had staff dedicated to
supporting internet services. In a third of cases, the council IT department looked after technical support;
in just over a quarter (27%) it was the responsibility of members of the library team. In 38% of cases, it
was a shared responsibility between council IT and the library team.
Total number
responsesto
= 224
Staff of
dedicated
supporting internet services in the library
Staff dedicated to supporting
37% internet services in the library
Yes
63%
No
37%
Yes
No
63%
Who is responsible for IT system administration, troubleshooting, support etc for
your
Who library?
is responsible for IT system administration, troubleshooting, support etc for your library?
Total
of responses
responses==221
221
Total number
number of
132
library
services
+
89
individual
132 library services + 89 individual libraries
libraries == 737
737public
publiclibraries
libraries
Who is responsible for IT system administration, troubleshooting, support etc for
Responsible for IT support in the library
your library?
Total number of responses
2% = 221
27%
38%
Library staff member
Responsible for IT support in the library
Council IT
2%
27%
Library staff and council IT
Other
Library staff member
38%
33%
Council IT
Library staff and council IT
Other
What has been the user feedback about internet access in the library?
33%
www.alia.org.au
9
4
4. Library user feedback
Among the general comments received from library users, respondents representing 310 library
service points reported them as being generally positive. However, a significant number of libraries
had complaints about slow access speed, insufficient terminals, usage restrictions, software issues and
limitations, and lack of, or limits to, wifi access.
People appreciated the fact that it’s free. An almost equal number of libraries received positive comments
about staff assistance and feedback about the need for more assistance.
Number of libraries receiving comments about their internet service
310
+ Generally positive
171
- Slow access speed
158
- Insufficient terminals
142
- Usage restrictions
125
- Software issues and limitations
116
+ It's free
- Lack of, or limits to, wifi access
67
- Charges for use
65
+ Adequate to good speed of access
50
+ Wifi access
47
- Hardware problems
45
- Technical issues
36
27
- More assistance needed
+ Staff assistance
23
- Complaints about other users
21
+ Good hardware
14
+ Flexible policies
13
+ Hours of access
7
+ Able to use email
4
+ Good software
3
0
50
100
150
200
250
300
350
Do you have an internet policy?
Internet policy for the library?
5%
Yes
www.alia.org.au
No
10
95%
- More assistance needed
27
+ Staff assistance
23
- Complaints about other users
21
5. Internet policies
+ Good hardware
14
Most libraries (95%) had an internet policy and in 84% of cases it had been reviewed within the last three
13
+ Flexible
policies
years. In almost
all cases
(98%), it covered
internet use behaviour, and 93% of library service points
publicised the policy with signs near terminals, information on the library website, brochures and other
7
+ Hours of access
methods. These included users needing to sign an agreement when joining the library or when logging on
to library PCs+and
on for wifi
4 access.
Ablesigning
to use email
3 developed by the library team. Community consultation took
+ Good policies
software were
Mostly library internet
place in only 11% of cases. Suggestions boxes, public meetings and surveys were popular methods of
0 included
50
100groups,
150notices
200seeking
250opinion
300posted
350
gaining feedback. Other responses
focus
in the library,
requests via newspapers, on the website, informal consultation and research with other libraries. The
council or council officers signed off on nearly half (46%) of all internet policies. For joint use (school and
community libraries), the policy was endorsed by the school governing council.
Do you have an internet policy?
Doresponses
you have an =
internet
Total number of
225 policy?
Total number
of responseslibraries
= 225 = 784 public libraries
135 library services
+ 90 individual
Internet policy for the library?
5%
Yes
No
95%
When was it last reviewed?
Responses
Responseson
onbehalf
behalfofof742
742public
publiclibraries
libraries(answering
(answering‘yes’
‘yes’ to
to previous
previous question)
question)
When was it last reviewed?
Date of the last review of the internet policy
3%
4%survey 2011
A Internet access in public libraries
20%
2%
7%
22%
5
Year 2011
Year 2010
Year 2009
Year 2008
Year 2007
Over five years ago
No response
42%
Does the policy include internet use behaviour?
Responses on behalf of 742 public libraries (answering ‘yes’ to original question)
2%
Policy includes internet use behaviour
Yes
www.alia.org.au
No response
11
98%
oes the policy include internet use behaviour?
42%libraries (answering ‘yes’ to original question)
Responses on behalf of 742 public
Does the policy include internet use behaviour?
Policy includes
use behaviour
Does the policy include
internetinternet
use behaviour?
Responses on2%
behalf of 742 public libraries (answering ‘yes’ to original question)
Policy includes internet use behaviour
2%
Yes
No response
Yes
No response
98%
98%internet policy?
Do you publicise your
publicise
your
internet
policy?(answering ‘yes’ to original question)
Responses Do
on you
behalf
of 740
public
libraries
Responses on
behalf
of 740 public
libraries (answering ‘yes’ to original question)
Do you publicise
your
internet
policy?
Is the policy publicised?
7%
Is the policy publicised?
7%
Yes
No
Yes
No
93%
93%
How do you publicise your internet policy?
on behalf
740 public
How do youResponses
publicise
yourofinternet
policy?
Responses
on behalf
of 740
public
libraries
(answering ‘yes’ to original question)
How do you
publicise
your
internet
policy?
How the internet policy is publicised
Signs near terminals
447
LIA Internet access in public libraries survey 2011
6
407
Website
6
265
Verbally
Brochures
243
Other
317
0
50
100
150
200
250
300
350
400
450
500
Was the community consulted about the development or review of the library
internet policy?
www.alia.org.au
12
Was the community consulted about the internet policy?
11%
0
50
100
150
200
250
300
350
400
450
500
Was the community consulted about the development or review of the library
internet policy?
Was the community consulted about the development or review of the library internet policy?
Was the community consulted about the internet policy?
11%
Yes
No
89%
What form did the consultation take?
Responses
on the
behalf
of 80 publictake?
What
form did
consultation
Form of community consultation to develop library internet policy
Form of community consultation to develop library internet policy
30
Suggestion box
30
Suggestion box
11
Public meeting
Public meeting
11
Survey
Survey
11
11
4
Mail out
Mail out
4
2
No response
No response
2
40
Other
ALIA Internet access
in public libraries survey 2011
Other
0
0
5
5
10
10
15
15
7
40
20
20
25
25
30
30
35
35
40
40
45
45
At what level was the library internet policy endorsed?
At what
was
library internet
policy
endorsed?
At what
levellevel
was
the the
library
policy
endorsed?
Responses
on behalf
of 649internet
public libraries
(answering ‘yes’ to Q13)
Responses
on
behalf
of
649
public
libraries
(answering
‘yes’
to Q13)
Responses on behalf of 649 public libraries (answering ‘yes’
to Q13)
Level at which the internet policy was endorsed
Level at which the internet policy was endorsed
8%
17%
8%
17%
Council
Council
Council management
Council management
Library management
Library management
Regional library committee or
46%
Regional
29%
librarylibrary
board committee or
46%
29%
library board
Are time limits imposed for internet use?
AreTotal
timenumber
limits imposed
for internet
of responses
= 220 use?
www.alia.org.au
Total
number
responses
220
135
library of
services
+ 85=individual
13
6. Time slots
Most respondents (92%) said that time limits were applied to internet use. Often, libraries applied
different time limits to terminals in the same location. The favoured time limit was one hour.
More than two thirds of libraries (70%) had a booking system. Where only some access points in a library
service had a booking system, the most frequent explanation was that only the main branch library, the
biggest or the busiest libraries used a booking system.
Are time limits imposed for internet use?
6%
8% 6%
8%
Internet use time limits
Internet use time limits
Yes
Yes
No
No
At some sites
At some sites
86%
86%
What are the time limits?
What
are
limits?
Responses
ontime
behalf
of 720 public libraries (answering ‘yes’ or ‘at some sites’)
What
are the
the
time
limits?
Responses
oror
‘at‘at
some
sites’)
Responseson
onbehalf
behalfofof720
720public
publiclibraries
libraries(answering
(answering‘yes’
‘yes’
some
sites’)
Time limits on library internet use (number of libraries)
Time limits on library internet use (number of libraries)
One hour
446
One hour
446
216
30 minutes
216
30 minutes
154
Two hours
154
Two hours
Between one and two hours
132
Between one and two hours
132
126
15 minutes
126
15 minutes
Over two hours
81
Over two hours
81
0
100
200
300
400
500
0
100
200
300
400
500
Is there a booking system for internet use?
number
of responses
= 220use?
Is there Total
a booking
system
for internet
135
services
+ 85 individual
Totallibrary
number
of responses
= 220 libraries = 779 public libraries
www.alia.org.au
14
Is there a booking system for internet use?
Booking system for internet use
11%
Yes
19%
No
For some terminals
70%
What internet training is provided in the library?
Internet training provided (number of libraries)
640
Informal assistance
424
Formal training
104
Cybersafety
57
Subject guides
None
76
Other
176
0
100
200
300
400
500
600
700
Do you provide internet training for parents and children?
www.alia.org.au
10
15
7. Internet training
Informal assistance was by far the most common form of internet training in libraries, with four out of five
libraries offering this service. Formal training was offered in just over half of all libraries (54%).
system
for internet
use
Training aimed at parents Booking
and children
was offered
in 15%
of libraries, taking the form of cybersafety,
homework and tutoring, and sessions catering for parents, students and toddlers. Training for seniors was
11% – in two thirds (69%) of libraries. This was mainly at an introductory level: computer
much more common
use, email, social networks and internet search skills. Many courses were run in conjunction with the
Yes
Broadband for Seniors Kiosk program or U3A .
19%
There
was a broad range of training on offer, including internet No
for beginners, emailing, social media use
and research. There was also training provided in languages other than English.
For some terminals
In the majority of cases (76%), training was provided free of charge. Where training was part free, part
paid for, the most common explanations were that there was a booking charge to discourage no-shows; the
basic courses were free, but there70%
were charges for the more advanced versions; special events were free,
but regular scheduled classes were fee-based, and training was free to concession holders, seniors and
school students.
What internet training is provided in the library?
internet
training= is
provided in the library?
Total What
number
of responses
219
Total
number
of
responses
= 219
135 library services + 84 individual
Internet training provided (number of libraries)
640
Informal assistance
424
Formal training
104
Cybersafety
57
Subject guides
None
76
Other
176
0
100
200
300
400
500
600
700
www.alia.org.au
10
16
Internet training for parents and children
Internet training for parents and children
15%
15%
Yes
No
Yes
No
85%
85%
What kind of internet training for parents and children?
What
kind
internet
training
for
parents
andchildren?
children?
What
kind
ofofinternet
for
parents
and
Responses
on
behalf
of 108training
public
libraries
(answered
‘yes’ to previous question)
Responses
on
behalf
of
108
public
libraries
(answered
‘yes’ to
to previous
previous question)
Responses on behalf of 108 public libraries (answered ‘yes’
question)
Internet training for parents and children provided (number of libraries)
Internet training for parents and children provided (number of libraries)
Cybersafety
Cybersafety
33
Homework and tutoring
Homework
and tutoring
assistance
assistance
24
Parents
Parents
15
Student information
Student information
12
Toddlers
Toddlers
0
9
0
5
5
10
33
24
15
12
9
10
15
15
20
20
25
25
30
30
35
35
Do you provide internet training for seniors?
Do you
training
for seniors?
Totalprovide
number internet
of responses
= 192
Total
number
of
responses
= 192
www.alia.org.au
ALIA
Internet access in public libraries survey 2011
11
11
17
Do you provide internet training for seniors?
Internet training for seniors
Internet training for seniors
31%
31%
Yes
Yes
No
No
69%
69%
Do you provide other kinds of internet training?
DoTotal
you provide
other
kinds of= internet
training?
number
of responses
113
Do you
provide
other kinds
of internet training?
Total
number
of
responses
=
113
80
library
services
+ 33 individual
Total
number
of responses
Other kinds of internet training
Other kinds of internet training
47%
47%
53%
53%
Yes
Yes
No
No
What other kinds of internet training do you offer?
Responses
behalf
of 243 public
libraries
(answered
What other on
kinds
of internet
training
do you
offer? ‘yes’ to previous question)
Responses on behalf of 243 public libraries (answered ‘yes’ to previous question)
www.alia.org.au
12
12
18
What other kinds of internet training do you offer?
Other kinds of internet training provided (number of libraries)
Informal,Other
ad hoc,
troubleshooting
kinds
of internet training provided (number of libraries)
111
Regular
sessions
a range
of subjects
Informal,
adon
hoc,
troubleshooting
90
Regular sessions on a range of Emailing
subjects
80 90
69 80
Internet for beginners
Emailing
66
69
Researching/search
skills
Internet for beginners
Social networking
Researching/search
skills
19
Training in languages other
English
Socialthan
networking
14
19
Cybersafety
for aother
general
audience
Training
in languages
than
English
13
14
Training provided
by volunteers
Cybersafety
for a general
audience
11 13
Training provided by volunteers 0
111
20
11
66
40
60
80
100
120
0
20
40
60
Is internet training free to the library user?
Is internet training free to the library user?
114
library services
+free
54 to
individual
libraries
= 656 public libraries
Is
internet
training
the
library
user?
114 library
services
+ 54
individual
80
100
120
Internet training free to library users
17%
Internet training free to library users
Yes
17%
7%
No
Yes
7%
Some
No free, some paid for
Some free, some paid for
76%
76%
13
13
www.alia.org.au
19
8. Complaints
Fewer than half of the libraries represented in the survey had received complaints about internet content,
and of these, only 61% were in the last 12 months. This meant that only one in five libraries had received
a complaint about internet content in the last 12 months – and in the vast majority of cases, it was limited
to just one complaint. The level of complaints about internet content was already low, as indicated by
previous years’ surveys, but it had decreased still further.
Percentage of responding libraries which received complaints
55%
60%
50%
43%
40%
Percentage of responding libraries which received complaints
20%
20%
55%
60%
0%
2002
40%
50%
2005
43%
2008
2011
Complaints about sexually explicit content outnumbered all other types of complaints, including violence
20%
and racism, by more than 2:1. In one third of cases, the complaint related to access by children,
a similar
20%
result to the
2008
survey.
Has the library received complaints about internet content?
0%of complaints about internet content were referred to the Australian Communications and
Only 2%
2002 Most incidents were
2005
2008 by library staff. Often
2011 these were
Media Authority (ACMA).
dealt with ‘on the spot’
complaints from library users about what they could see on other people’s screens. Very occasionally the
police were involved.
Complaints about internet content
Has
library
received
complaints
about
internet
content?
Has
thethe
library
received
complaints
about
internet
content?
Total
number
of
responses
=
215
132
library
services
+ 83
individual
libraries
= 766
public
libraries
132
library
services
+ 83
individual
libraries
= 766
public
libraries
Complaints about internet content Yes
47%
No
Yes
No
53%
47%
How
many complaints about internet content?
53%
How many complaints about internet content?
www.alia.org.au
20
How many complaints about internet content?
Number of complaints received about internet content in
the last
12 months
Number of complaints
received
about internet content in
the last 12 months
21%
None
21%
None
One
39%
1%
39%
1%
9%
One
Two
Two
Six
9%
Sixresponse
No
30%
No response
30%
What were the subjects of the complaints about internet content?
What were
the subjects
the libraries
complaints
about internet
content?
Responses
on behalf
of 322 of
public
(answered
‘yes’ to original
question)
Responses
on subjects
behalf of 322
public
libraries about
(answered
‘yes’ to
original question)
What
were the
of the
complaints
internet
content?
Responses on behalf of 322 public libraries (answered ‘yes’ to original question)
Nature of complaints about internet content (number of libraries)
Nature of complaints about internet content (number of libraries)
Sexually explicit
251
Sexually explicit
251
59
Violent
59
Violent
26
Racist
Racist
26
33
Other
Other
0
33
50
100
150
200
250
0
50 content100
150
200
250
Did complaints about
internet
relate to access
by children?
onabout
behalfinternet
of 322 public
libraries
‘yes’
original question)
DidResponses
complaints
content
relate(answered
to access
by to
children?
300
300
Did complaints
aboutabout
internet
content
relate
to access
by by
children?
Complaints
internet
content
relating
to access
children
1%
Yes
33%
No
No response
66%
Were complaints about internet content referred to ACMA?
Complaints about internet content referred to ACMA
www.alia.org.au
2%
15
15
21
66%
Were complaints
about internet
to ACMA?
Were complaints
about content
internetreferred
content referred
to ACMA?
Complaints about internet content referred to ACMA
2%
Yes
No
98%
Percentage of responding libraries using filters
60%
40%
39%
33%
2008
2011
30%
18%
20%
0%
2002
2005
Does your library use filters?
www.alia.org.au
16
22
Yes
No
9. Internet filtering
A third of libraries said they used filters, roughly in line with the surveys carried out in 2005 and 2008.
Filtering software included: WebMarshall (18 users), McAfee (14 users), Symantec/ Message Labs (13
users), Sophos (12 users), Websense (10 users), Network Box (9 users), ContentKeeper (7 users), Surf
Control (7 users), Webroot98%
(7 users), Net Nanny (6 users), Blue code (4 users), eset (4 users), Surfnet (4
users), WebGuard (4 users), Open DNS (3 users), Norton’s Internet Security (2 users), Web monitor (2 users).
Percentage of responding libraries using filters
60%
40%
20%
0%
39%
33%
2008
2011
30%
18%
2002
2005
While most filters operated at a low to medium level (41% or libraries), 32% of libraries were filtering at
a higher level. Most were set to filter out offensive content. Other named items were very large files, file
sharing, games and social networking sites. Only 5% of library service points had, or were considering
providing,Total
unfiltered
terminals
for adult
library users.
number
of responses
= 213
Some 44% of libraries responding to the question, said they had had complaints about filtering.
Complaints related to the blocking of sites connected with games, social networking (Facebook and
YouTube) and email access (Yahoo and Hotmail); restricted access because filters blocked valid, legitimate,
inoffensive sites in error; limits on file size downloads, and general objections to the ethos of filtering.
16
Libraries using filters
2%
Yes
37%
No
No, but under
review
61%
At what level are the filters set?
Level of filtering of internet content in the library
27%
www.alia.org.au
32%
High
Medium
Low
No response
23
61%
At what level are the filters set?
At Responses
what level are
the filters
set?
on behalf
of 280
public libraries (answered ‘yes’ to previous question)
Level of filtering of internet content in the library
27%
High
32%
Medium
Low
No response
21%
20%
What
do you, or what might you, filter?
What do you, or what might you, filter?
Responses
on behalf
of 250
public
libraries
(answered
‘yes’‘yes’
to original
question)
Responses
on behalf
of 250
public
libraries
(answered
to original
question)
Internet content filtering (number of libraries)
Offensive content
270
Very large files
130
File sharing
121
Games
76
Illegal activities
61
Dangerous activities
60
29
Social networking sites
Dangerous file types
14
Online shopping sites
12
Other
40
0
50
100
150
200
250
300
17
Do you have, or are you planning to have, unfiltered terminals for adults to use?
Unfiltered terminals for adult library users
6%
5%
Yes
No
Undecided
89%
www.alia.org.au
Have you received complaints about the use of filters?
24
0
50
100
150
200
250
300
PUBLIC to
LIBRARIES
Do you have, or are you planning to have, unfiltered terminals for adults
use? SURVEY 2011
DoTotal
you have,
or of
areresponses
you planning
number
= 77 to have, unfiltered terminals for adults to use?
Total
of responses
77
53 number
library services
+ 24 =
individual
Unfiltered terminals for adult library users
6%
5%
Yes
No
Undecided
89%
Have
received
complaints
about
of filters?
Have
youyou
received
complaints
about
the the
use use
of filters?
Total
number
of responses
Total
number
of responses
= 81= 81
library
services
+ 27
individual
libraries
= 301
public
libraries
5454
library
services
+ 27
individual
libraries
= 301
public
libraries
Complaints from library users about the use of filters
44%
Yes
No
56%
18
Does your library have separate terminals for children?
Separate terminals for the use of children
2%
19%
Yes
No
No response
79%
Does your library have websites for children and young adults that link to third
material?
www.alia.org.au
party
25
Complaints from library users about the use of filters
10. Services for children
Approximately one in five library service points
Yes for the
No use of children and nearly
44%had separate terminals
half linked to third party content recommended for children and young adults.
56%
In most libraries (81%), parental consent was required for children to use the internet on library terminals,
and this was generally up to the age of 18 (62%). Parental supervision was generally required up to the
age of 12.
Some 15% of libraries were already using the ACMA cybersafety help button, and a further 12% planned
to introduce it in the next three months.
Total
of responses
211
131number
library services
+ 80 =individual
Separate terminals for the use of children
2%
19%
Yes
No
No response
79%
Does
your
library
have
websites
forfor
children
andand
young
adults
thatthat
linklink
to third
party material?
Does
your
library
have
websites
children
young
adults
to third
Total
number
of
responses
=
211
party material?
131
library
services
+ 80 individual
Total
number
of responses
Websites for children and young adults linking to
third party material
5%
Yes
48%
47%
No
No response
Is parental consent required for children to access the internet?
ALIA Internet
public
libraries=survey
Total access
numberinof
responses
211 2011
19
Parental consent required for children and young adults to access
the internet
19%
www.alia.org.au
26
Yes
No
Total
of responses
211
131number
library services
+ 80 =individual
Parental consent required for children and young adults to access
the internet
19%
Yes
No
81%
Up
toto
what
age
is parental
consent
required
forfor
children
to access
the internet?
Up
what
age
is parental
consent
required
children
to access
the internet?
Total
number
of of
responses
= 160
Total
number
responses
= 160
111library
libraryservices
services
+ 49
individuallibraries
libraries= =576
576public
publiclibraries
libraries
111
+ 49
individual
Parental consent required to access the internet
1% 4%
2%
2%
3%
Until 18 years of age
24%
62%
2%
Is there an age requirement for parents to be present with children who are using
the internet?
Total number
ofpublic
responses
= 208
ALIA Internet
access in
libraries
survey 2011
20
Parents to be present for children to access the internet
21%
Yes
No
79%
Up to what age must parents be present for children to access the internet?
www.alia.org.au
27
2%
ALIAusing
INTERNET ACCESS IN
Is there an age requirement for parents to be present with children who are
the internet?
IsTotal
therenumber
an age of
requirement
parents to be present with children who are using the internet?
responses =for
208
Total
of responses
208
129number
library services
+ 79 =individual
Parents to be present for children to access the internet
21%
Yes
No
79%
Total
number
of of
responses
= 54
Total
number
responses
= 54
3030library
services
+
24
individual
library services + 24 individuallibraries
libraries= =140
140public
publiclibraries
libraries
Parental consent required to access the internet
Until nine years of age
Until eight years of age
Until six years of age
21
12%
9%
1%
1%
1%
1%
2%
17%
12%
6%
38%
Do you use the ACMA Cybersafety help button on terminals?
Using the ACMA Cybersafety help button on terminals
12%
15%
Yes
No
Intending to add it in
the next three months
73%
Does your library monitor internet use?
number of responses = 210
www.alia.org.au
Total
28
Until eight years of age
Until six years of age
38%
Do you use the ACMA Cybersafety help button on terminals?
DoTotal
you use
the ACMA
Cybersafety
help button on terminals?
number
of responses
= 210
Total
responses
= 210
130number
library of
services
+ 80
individual libraries = 754 public libraries
Using the ACMA Cybersafety help button on terminals
12%
15%
Yes
No
Intending to add it in
the next three months
73%
www.alia.org.au
22
29
11. Monitoring internet use
Two thirds of libraries (67%) monitored internet use, through visual monitoring by library staff and the
collection of system data. Other ways included monitoring use via the PC booking system and library
users reporting inappropriate use. Data was collected by 66% of libraries, mainly around the sites
accessed by library users, but also about bookings and terminal usage.
The data was used to monitor inappropriate content, for management reporting, to identify popular
websites and databases, to review site classification and filtering, for planning, policy and decisionmaking.
Public libraries monitoring internet use
Public libraries monitoring internet use
33%
33%
Yes
No
Yes
No
67%
67%
How does your library monitor internet use?
Howofdoes
your library
Total number
responses
= 118 monitor internet use?
How
does
your
library
monitor
use?libraries
Total
number
of
responses
= 118internet
libraries
= 499 public
Total
of responses
81number
library services
+ 37 individual
Methods of monitoring internet use (number of libraries)
Methods of monitoring internet use (number of libraries)
Visual monitoring by
library staff
423
Visual monitoring by
library staff
423
215
Collection of system data
215
Collection of system data
19
Other
Other
0
50
19
100
150
200
50collect
100
As part of the monitoring activity,0do you
data?150
250
300
200
250
350
300
400
450
350
400
450
As part of the monitoring activity, do you collect data?
www.alia.org.au
30
As part of the monitoring activity, do you collect data?
Public libraries collecting data on internet use
Public libraries collecting data on internet use
34%
Yes
34%
No
Yes
No
66%
66%
What do you collect data on?
What
youof
collect
data on?
Responses
on do
behalf
288 public
libraries (answered ‘yes’ to previous question)
What do you
collect
on? libraries (answered ‘yes’ to previous question)
Responses
on behalf
ofdata
288 public
Collection of data on internet use (number of libraries)
Collection of data on internet use (number of libraries)
247
Sites accessed by all users
247
Sites accessed by all users
Sites accessed by children
11
11
Sites accessed by children
35
Other criteria
35
Other criteria
0
50
100
150
200
250
0
100
150
200
How is monitoring information
used? 50
Total number
of responses
= 114
How is monitoring
information
used?
76
library
services
+
38
individual
is monitoring
information
76 library How
services
+ 38 individual
libraries =used?
430 public libraries
TotalHow
number
responses
= 114 monitoring information (number of libraries)
publicoflibraries
use internet
Monitoring inappropriate internet access
Management reporting purposes
300
159
34
Reviewing site classification and filtering
28
Internet policy and decision-making
15
Planning purposes eg bandwidth
12
7
Data collected but not used
61
Data not collected
250
54
Insight into popular websites and databases
IT capacity management
300
104
20
40
What sort of internet
connection does your library have?
www.alia.org.au
60
80
100
120
14024 160
180
24
31
12. Connection speed and cost
Only 39% of libraries had broadband internet connection; 60% were still using ADSL and less than
1% had a dial up connection. Internationally, the very basic broadband speed is considered to be 4
Mbps. Although many public libraries were unable to state their connection speed, of those that could
(representing 200 libraries), at least a third were below 2 Mbps and more than half were below 8 Mbps.
Costs of providing an internet service varied from $600 per annum for a single branch, up to more than
$6,000, but the range tended to be between $1,200 and $5,000 per annum per library service point.
Although many libraries could not provide precise costings for the provision of internet services,
a greater number were able to describe the cost in terms of affordability. While 10% said it was easily
affordable, 12% found it hardly affordable. Even where respondents described internet service provision
as currently affordable, there were concerns about future affordability.
“Affordable at current capacity, but increasingly this fails to meet customer requirements of faster
speed, more downloads and additional/newer terminals and we cannot afford to upgrade.”
“Affordable as costs covered (or partially covered) by council/state level resourcing or service supplied
via council/state level network and costs not directly charged to library service.”
“Affordable because council insists we charge for use of computers.”
“I had to push to keep this amount in the budget for the upcoming year.”
“It is the cost of computers and internet access together that limit the number of access points
available.”
“The cost of the internet line is one of the issues preventing us connecting our wireless hotspot.”
“Because of public access, the library is a high internet user in the organisation and gets regular
pressure at budget time to reduce access or charge users for that access.”
www.alia.org.au
32
Data collected but not used
61
Data not collected
104
0
20
40
60
80
100
What sort of internet connection does your library have?
What sort of internet connection does your library have?
Total
number
of responses
= 182
117
library
services
+ 65 individual
120
140
160 180ACCESS IN
ALIA INTERNET
Type of internet connection in libraries
1%
ADSL
39%
Broadband
Dial up
60%
What
is the
speed
of your
internet
connection?
What
is the
speed
of your
internet
connection?
Responses
behalf
of 200
libraries
Responses
onon
behalf
of 200
libraries
Speed of internet connection in libraries
12% Speed8%
of internet connection in libraries
ADSL1
12%
8%
15%
15%
19%
ADSL2
ADSL1
Less than 1 Mbps
ADSL2
Between
2-8 Mbps
Less
than 1 Mbps
19%
12%
12%
13%
13%
21%
Between
2-88-12
MbpsMbps
Between
Between
8-12
MbpsMbps
Between
12-20
Between
Mbps
Above 12-20
20 Mbps
Above 20 Mbps
21%the ongoing cost of offering internet access to library
How would you describe
users?
How
would
you
describe
the
ongoing
of offering
internet
to library
users?
How
would
you
describe
the survey
ongoing
cost cost
of offering
internet
access access
to library
ALIA Internet
access
inofpublic
libraries
2011
25
Total
number
responses
= 164
Total
number
of
responses
= 164
users?
110
library services
+ 54 individual
Total
responses
= 164
110number
libraryofservices
+ 54
individual libraries = 577 public libraries
The ongoing cost of offering internet access to library users
The ongoing cost of offering internet access to library users
12%
10%
12%
10%
Easily
Easily
affordable
affordable
Affordable
Affordable
Hardly
Hardly
affordable
affordable
78%
78%
www.alia.org.au
33
13. Effect of the National Broadband Network
More than a third of survey respondents (37%) felt that the NBN would increase the number of library
users, while 55% felt it would have no difference. Only 8% thought it would reduce the number of library
users.
Other changes were foreseen in terms of faster internet access, greater focus on online resources, changes
in the way the internet was used in libraries, and the potential to attract new user groups, including
business people.
“Depends on how affordable it is for households. If it is less affordable then libraries wil have more
people wanting to use their internet service.”
“Faster speeds will enable us to extend our physical services such as video conference facilities and
open up new possibilities for our online presence.”
“Great potential for the library to be exhibition space for NBN related services and technologies digital hub role.”
“Hopefully it will make it easier for people to download e-resources at home.”
“I think internet access at the library will still be predominantly those people who cannot afford or do
not want a home computer. Plus in this area a large number of tourists.”
Only 13% of respondents said they had begun to plan their strategy for the arrival of the NBN, but 29%
had had discussions with council and other bodies about its arrival.
What
dodo
youyou
think
thethe
result
of the
NBNNBN
willwill
be in
of the
of people
using your
What
think
result
of the
beterms
in terms
of number
the number
of people
library?
using your library?
Total
number
of responses
= 188
Total
number
of responses
= 188
120
library
services
+ 68
individual
libraries
= 679
public
libraries
120
library
services
+ 68
individual
libraries
= 679
public
libraries
How libraries think the NBN will affect the number of library users
37%
55%
More library
users
Fewer library
users
No difference
8%
How do you think the NBN roll out will affect what your library offers?
How libraries think the NBN roll out will affect services (number of libraries)
Faster internet access
527
Greater focus on online resources eg ejournals
and databases
www.alia.org.au
361
Changes to the way library users use the
internet
Changes to internet policy eg downloading
larger files
Changes to the profile of library users eg more
308
34
173
8%
How libraries think the NBN roll out will affect services (number of libraries)
Faster internet access
527
Greater focus on online resources eg ejournals
and databases
361
Changes to the way library users use the
internet
308
Changes to internet policy eg downloading
larger files
173
Changes to the profile of library users eg more
businesses
145
Other
155
0
100
200
300
400
500
600
Have you begun to develop your strategy for the arrival of the NBN?
Total
number
of responses
= 195 your strategy for the arrival of the NBN?
Have
you begun
to develop
123
library
services
+
72
individual
Total number of responses = 195libraries = 705 public libraries
Have libraries begun to develop their strategy for the arrival of the
NBN?
3%
13%
Yes
27
No
No response
84%
Have you been in discussions with council or other bodies about the NBN coming
to your area?
Discussions with council and other bodies about the arrival of
the NBN?
29%
Yes
www.alia.org.au
71%
15. Hardware
No
35
84%
Have you been in discussions with council or other bodies about the
NBN
comingSURVEY 2011
PUBLIC
LIBRARIES
to your area?
Have
younumber
been inofdiscussions
Total
responses =with
195 council or other bodies about the NBN coming to your area?
Total
number
of
responses
=
195
Discussions with council and other bodies about the arrival of
the NBN?
29%
Yes
No
71%
15. Hardware
Over a third of terminals in libraries were more than three years old, which suggests that a
significant investment will be required in computer hardware over the next 12 months.
How old are your terminals?
www.alia.org.au
28
36
14. Other comments about internet access in libraries
In response to an open question about internet access in public libraries:
“Brings otherwise non-users into the library and they generally stay to use other parts of the library.”
“Can’t wait for National Broadband as we are unable to offer services such as audio book downloads from
website.”
“Council has a conservative approach to the provision of services that may impact on council security. This
approach is sometimes at odds with the needs of the public library to be innovative and creative. Council
sometimes makes decisions about the roll out of versions of new server software and office applications that
are behind community expectation.”
“Customer expectations of high speed reliable connection are increasing. We need to be in a position to meet
this need now and in the future. It is not clear as yet how we can meet these expectations within our budgetary
constraints.”
“In our region the libraries are often the only facilities providing public internet access so it is an important
service for our community.”
“Increasingly referrals for people to access government information via internet eg
Centrelink forms, RTA. People regularly need assistance and expect library staff to have knowledge and skills to
retrieve information for them.”
“It has created an entire new clientele who see the public library from another perspective.”
“It is a vital service to our community. Costs involved in providing PCs, access and staff support are increasing.
Statewide/federal access to consortia deals for libraries on providing low-cost software packages (including
Virus protection) would make our services more affordable, as well as grants to purchase PCs.”
“Many government services now offer some of their services/forms only online, and many in our community
do not have internet access at home. Internet access for the community needs to be widely supported to allow
libraries to meet these needs. Wireless will become much more widely used, and we will need to be able to
provide and support a wider range of systems.”
“Providing access with a booking system, monitoring bookings and troubleshooting PC problems has
drastically changed the way we do business. I think the cost of this staff time is often understated when
resourcing libraries.”
“We have a community with a low proportion of computer owners. The library is the place they come to connect
with the world.”
“Even in an age where much of the population has home access, public access is critical for many because of
reasons such as economic circumstance, home situation that does not allow use there, or need for information
at a particular moment. Provision of wifi has not lessened the use of in house PCs, with wifi now constituting
about a third of total library internet use here.”
“For social equity it is important that libraries can provide free, fast, secure internet access,
a big impost on small local councils.”
“We still cannot offer a sufficient number of PCs at peak times and are turning customers away.”
www.alia.org.au
37
15. Hardware
Over a third of terminals in libraries were more than three years old, which suggests that a significant
investment will be required in computer hardware over the next 12 months.
How old are your terminals?
Age of library terminals
More than half are at least
five years old
6%
30%
31%
More than half are between
three and five years old
two and three years old
More than half are less than
two years old
33%
Is your library an institutional member of ALIA?
Participating libraries - institutional membership of ALIA
31%
Yes
No
69%
Are you aware of ALIA policy on content regulation and internet services in
libraries?
www.alia.org.au
38
31%
three and five years old
two and three years ALIA
old INTERNET ACCESS IN
More than half are less than
two years old
16. The role of ALIA
33%
Two thirds of participating
libraries were institutional members of ALIA; 86% were aware of ALIA policies
on content regulation and internet services in public libraries, and 62% had made use of them.
Is your library an institutional member of ALIA?
Is your
of ALIA?
Totallibrary
numberanofinstitutional
responses = member
227
Total
responses
227
136number
library of
services
+ 91=individual
Participating libraries - institutional membership of ALIA
31%
Yes
No
69%
Are you aware of ALIA policy on content regulation and internet services in libraries?
Are you aware of ALIA policy on content regulation and internet services in
libraries?
Awareness of ALIA policy on content regulation and internet
services
1%
13%
Yes
No
No response
86%
Have you made use of the ALIA policy on content regulation and internet services
in libraries?
ALIA Internet
access in public libraries survey 2011
29
Use of ALIA policy on content regulation and internet services
38%
Yes
No
62%
www.alia.org.au
39
86%
Have you made use of the ALIA policy on content regulation and internet
PUBLIC services
LIBRARIES SURVEY 2011
in
libraries?
Have you made use of the ALIA policy on content regulation and internet services in libraries?
Use of ALIA policy on content regulation and internet services
38%
Yes
No
62%
www.alia.org.au
30
40
17. Conclusion
Internet access in public libraries has become a core offering, providing equity of access for people
without the benefit of a PC at home, and the demand from library users has been on a consistently upward
trend for more than a decade.
The responses to the 2011 survey suggested that, while library managers were doing their best to meet
this demand within the limits of their resources, these resources were becoming over-stretched and there
were concerns about their ability to maintain service levels in the future.
At the same time, the arrival of the NBN provided tantalising possibilities for improving services to existing
users and for attracting new user groups.
Libraries will continue to face a tough juggling act to deliver what library users want and need, within the
limitations of their current budgets and within the capacity of their existing staff.
Acknowledgements
ALIA would like to thank its Public Library Advisory Committee for its assistance in compiling this survey.
AUGUST 2011
www.alia.org.au
41

(ALIA) Internet access in public libraries survey 2011

Transcription

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