Southern Ontario Library Service


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Some excerpts from our Connectivity survey

After the project had been up and running for almost one year, SOLS sent out 2 surveys to participating libraries. One survey was for library staff to complete, focusing on the impact of dedicated access on products and services. The other was for the end user (patron) to complete. These surveys were part of the commitment made to the Ministry to provide feedback on the impact of the connectivity initiative in Ontario.

Library survey sought information on how the introduction of dedicated Internet access changed the products and services available at libraries.
122 surveys were distributed, with 64 responses. This is 52.5% of the libraries that participated in the program.
The population median of responding libraries was 7,614 and 75% were under 18,000 population.
Therefore, most of our results reflected expereinces in small libraries.

Library Survey Results

45 (67% of total respondents) introduced training on Internet use or search strategies and trained 3,985 people.
41 libraries (64% of total respondents) added a total of 139 public access workstations (largely due to Gates and CAP initiatives)
31 (46% of total respondents) added links from their Web site to community information, organizations, activities or events.
26 (39% of total respondents) added links from their Web site to government information sources.
26 libraries (39% of the total respondents) purchased additional electronic products (e.g. Electric Library, Ebsco, etc.).
21 (33% of total respondents) added links to employment agencies.
12 libraries (18% of total respondents) added links from their Web site to their library’s catalogue.
32 (48% of total respondents) added other types of links as well.
Libraries reported 13,004 people using the service weekly.
Libraries reported answering 5,208 reference questions using the Internet.

Library Survey - Conclusions

The introduction of dedicated Internet access resulted in:

a wider variety of information and services becoming available to the community
libraries introducing training on the Internet
added workstations for users
expanded links available through the library Web site
the purchase of electronic databases for their users

End User (Patron) Survey

Determine how end users have benefited from the introduction of higher speed access. Libraries were asked to:

conduct the survey over a one week period beginning November 1, 2001
make the survey available to users of their Internet workstations
users were free to complete the survey each time they came to the library that week.
1,592 responses were received from the end users of 65 libraries.

The end user survey was divided into three sections:

End User (Patron) Survey: Purpose for using Internet this visit

The most frequently cited reasons for using the Internet on this library visit were:

Information to help make a personal decision (mostly on health matters)--- 872 (54.8%) respondents of which 391 went on to narrow their response to information on health matters.
Use of leisure time. --- 862 (54.1%) respondents.
For job search information. --- 771 (48.4%) respondents.
For school activities or furthering education. --- 613 (38.5%) respondents.

End User (Patron) Survey: General Information

The survey asked three general questions about Internet access and training:

Of the 1,592 surveys received, 779 (49%) respondents reported that they only have access to the Internet at the library. This is a significant finding and attests to the importance of libraries providing Internet access in order that all members of their community have access to this important resource.
Users of the service were also asked if they came to the library specifically to use the Internet. 915 (57.5%) respondents reported yes. Clearly Internet access is an important service for the community and a draw for the library.
Finally, users were asked if they had learned to use the Internet at the library. 421 (32%) respondents reported yes. While this in only a third of respondents, it is still a significant proportion.

End User (Patron) Survey: Demographics
Respondents to the survey were asked to report gender and age.

In terms of gender: the split was very close to 50/50
In terms of age: 56.8% were under 35.

These findings are significantly different from the demographics reported in the Market Probe survey of Ontarians conducted in the fall 2000. Market Probe survey found that the typical library user was female between 35 and 54. This suggests that availability of Internet access at the public library is an important factor in drawing in a different group of users. Moreover, the findings suggest that these users have some serious purposes for using the Internet and rely heavily on the library as their only point of access.

End User (Patron) Survey Data Demonstrated:

value of Internet access in your community to Board and Council
increased traffic in the library
increased use of Internet resources
how libraries help people

Library staff comments taken from survey:

Access to the Internet has been particularly helpful in areas where traditionally libraries have had trouble keeping books on the shelves – popular culture, up-to-date biographical information for sport figures and movie stars, the paranormal etc. In addition students have access to up-to-date information and the cutting edge technologies for projects. We are also able to assist those looking for information about health concerns and connect them to support groups and community services via the Internet. The reliability of dedicated access helps both staff and the public access information in a timely manner.
We have had a steady increase in use since we began offering the Internet to the public in 1997. The difference with the dedicated access is the consistency and stability of access we are now able to offer no matter the time of day or number of users in the library. Many of our regular patrons have commented on this aspect of our service and see it as a positive change.
We are considering providing access to our Public Access Catalogue in the near future and this will only be possible because we already have the dedicated access provided by SOLS and Bell.
We are getting more people now. Also more repeat users. We are finding the turnover rate on our public access terminals has also increased, as people find what they are looking for more quickly.
We have had Nexxia for several months now and are very pleased with it. We have seen usage increase from about 70 users per month to over 200 users a month.
We had to turn away many walk-ins when we had just 4 patron access computers. We are now able to accommodate more walk-in traffic…
Just a note to let you know we are connected to the Bell high-speed line and we are enjoying it! You were right that the speed would be noticeable. Patrons and staff are pleased and we have noticed (in one week) that word of mouth has made the service more popular with the public.
Computers and internet connectivity are enhancing the reputation of libraries. They bring new patrons into the library, including more low-income patrons, home schoolers, and travelers. It supports library staff in doing their jobs better, providing much more information to the public and doing it quickly.

End User (Patron) comments taken from survey:

I’m doing market research for a business I plan to start in the New Year
I had to register for courses at school
Don’t have computer access at home
Searching for Peel Community Service information
Access information on distance education
Enabled me to post my resume to job site
I was able to read the Globe and Mail online
I’m in town for 4 weeks and the library is the only place with Internet access
I really appreciate the concept of Internet in the libraries…some students don’t have computers…The library is the only hope!
Getting on the net and communicating with family members is the high point of my day. Thank you for offering this service
Please keep this service going…it is crucial to the public.
We definitely need to keep free access…otherwise many people will not be able to use the Internet.
Public Internet access is great for everyone…It makes equity of access a reality.
I am very happy this service is available, need more terminals
Faster and more reliable than at home
Wish there were more workshops on using computers
The Internet has so much more information than in books but it takes a while to find what you want
The staff are very helpful if you get stuck

Full Survey Data Available from SOLS

Connectivity libraries may request their own data from SOLS. Contact Barbara Franchetto at SOLS at or 1.800.387.5765 ext. 5104