THE ROLE OF RESEARCH IN PROFESSIONAL PRACTICE: WITH REFERENCE TO THE ASSESSMENT OF THE INFORMATION AND LIBRARY NEEDS OF OLDER PEOPLE.

Research can play a very constructive role in professional practice. The reasons why research is important are discussed and examples given of research which has been undertaken by the author to assess the library and information needs of older people--a group which makes up a considerably higher proportion of the clientele of public libraries than would be expected from their proportion in the population. It is also a group which often needs special consideration, especially in relation to use of computers and the internet. A particular focus is the range of research methods and techniques which have been used in this needs assessment over a period of twenty years. As an example of the issues involved in using research in professional practice, the appropriateness of the methods and techniques in relation to the aims of each of the pieces of research is discussed, and some of the findings of particular studies outlined. Of particular interest is the use of an observation technique to assess the problems of older adults in their attempts to use the internet

Refereed paper

Research enables professionals to add value to their work and work practices... (Its use) distinguishes between professionals who maintain the status quo without question and those who strive to develop their work practices through continual evaluation and investigation[1]

In this brief statement, Lowe highlights the value of research to library professionals. The purpose of this article is, first, to discuss the reasons why research is important to professional practice. Secondly, in order to provide examples of the ways in which research can be carded out, it describes a range of research methods and techniques. They have been chosen because they were used by the author over a period of twenty years to assess the information and library needs of older people.

As an example of the issues involved in using research in professional practice, the article discusses the appropriateness of the methods and techniques in relation to the aims of the research, and outlines some of the findings of particular studies.

There are several reasons why research should play a part. in professional practice, in general as well as in library and information practice. Specifically

* research assists in understanding the problems and issues which arise in the workplace. It adds to knowledge and, in some cases, may provide solutions.

* research has an important part to play where a major goal is the development or maintenance of services, as is the case with public and other libraries. If information services are to remain viable and relevant to their clientele, information specialists must continue to assess needs and evaluate their services, and to explore new approaches and methods for doing so. This also involves professionals keeping at the cutting edge so that new and future user needs and demands can be predicted. As part of providing service to clients, it is also important to understand their information seeking behaviour eg their preferences for sources of information and formats. Research is very useful for all these purposes.

* research results are important in assisting to meet requirements of accountability. Increasingly financial accountability is permeating every facet of professional life. The methods and techniques of research are valuable for justifying library services as well as supporting all major decisions and policies. In the case of public libraries, there is constant pressure to justify services and prove that they are vital to the continued development of the communities they serve. Research can also assist in policy formulation and provide data to justify present funding or increased funding.

* it is generally believed that high quality research assists in improving the status of a profession. As Lowe points out

   The application of research to daily work practices can improve
   professional status because it enables librarians to add value or a
   perception of value to their users. In this way they raise user
   expectations, and make their services more desirable and vital within their
   particular user community.[2]

* high quality research is also likely to raise the status of the library and information profession in the eyes of funding bodies and amongst other related professional groups.

Even if information specialists believe that they lack the skills to conduct their own research, it is still necessary for them to have some understanding of research methods and techniques. They need to have enough knowledge to choose the right people to undertake research on their behalf and to be intelligent consumers of the findings of studies which they themselves commission, as well as other relevant published research.

In order to illustrate some of the possible ways in which research can be carried out in public library settings, the remainder of the article provides some examples of research which has actually been carded out with a specific target group, older people.

Why a focus on older people?

Older people make up a considerably higher proportion of the clientele of public libraries than would be expected from their proportion in the population.[3] Given that the older age group is sometimes defined as people aged fifty and over (for example, by Telstra Australia ), other library sectors also serve users who can be considered as `older'. Across all library sectors, members of the older age group often need special consideration, especially in relation to use of computers and the internet. Studies by Williamson[4], Stocks[5] and Williamson, Bow and Wale[6] all found a reluctance amongst older people to use computers and the internet. Not one participant over the age of 60 took part in Stocks' study[7] of the use of Vicnet and the internet in Victorian public libraries, undertaken in 1995.

While there have been some recent changes in attitudes, it is likely that there is still quite a high proportion of older people, especially amongst lower socioeconomic groups, who are reluctant to attempt to use computers and the internet.

As with other groups of library users, there is a range of methods and techniques which can be used to assess the information and library needs of older people. This paper provides an overview of one researcher's experience in assessing the diverse needs of this age group, over a period of nearly twenty years. The methods and techniques, used over that time span, include: a Delphi study of the information and library needs of older people in the cities of Ringwood and Croydon (Victoria); case studies of the information seeking behaviour of 202 older people, living in Victoria, which included three focused interviews and a telephone diary (part of a PhD study); and a study of older people and the internet, which could be regarded as participant observation and which involved a survey to gauge attitudes to computers and the internet, as well as observation of about half of the respondents attempting to use the internet in a public library setting. The fieldwork for this study also took the information needs of participants into account.

The role of theory and the literature review

The research questions for each of the studies largely determined the methods and techniques selected. In each case a literature review, which included consideration of relevant theory, helped in the development of the research questions. For all research, the theoretical or conceptual framework is important and the literature review plays an important part in its formulation. Theory is important because it informs the research process and helps to direct it. When an investigator is aware of the theoretical implications of a study, usually more pertinent and potentially significant research questions are likely to be asked. Theory also helps to encourage a cumulative, rather than a fragmented approach to research. As Schauder advised library and information professionals in 1989 `Don't be afraid to theorise: the rest is implementation'.[8] His article on the role of theory is inspirational in the encouragement it gives to library and information researchers and practitioners to develop the capacity to theorise and to use imagination to create alternative perspectives.

In my work with older adults, I have tried to be eclectic in my use of theory. I have used a number of different fields, not just my own, and my purview has not only been literature focusing on older people. For example, from sociology come theories about how people and societies construct and interpret their world eg Berger and Luckmann's The social construction of reality[9]; from psychology come various theories about the ageing process; and from the field of communications comes the sense making theory of Brenda Dervin[10,11], which is derived from a contructivist framework and which has had a big impact on the library and information field. All these different perspectives have been a very useful source of theory. I have also used much theory about information seeking behaviour. For example, from Wilson's theory of informing behaviour[12] came the idea that information is not always purposefully sought, as most research in the field tends to assume. It sometimes incidentally acquired--through personal observations, discussions with friends, relatives and colleagues and use of the mass media. This theory had an important impact on the research questions for the doctoral research.[13]

Delphi study of information and library needs of older people in Ringwood and Croydon

Although this study was undertaken a long time ago (1979) the method, and even the findings, are still relevant today. The research questions for this study were

* what are the principal information needs of older people

* what are the main sources of information (including their effectiveness and accessibility)?

* is there a need for new and different kinds of library services? What forms should these take?

* what is the best way to promote library and information services to older people?

Although older people were defined as those aged sixty five or older, it was particularly the very old and frail who were of major interest in this study. Believing that those working with the very old (for example aged care workers, district and geriatric nurses, ministers of religion) would have a good understanding of their needs, I decided to use the Delphi technique. The name comes from Greek mythology. At Delphi in the temple sacred to the God Apollo, the oracle, Pythia, was consulted. She would utter weird sounds as in a frenzy. The temple priests interpreted these to the public and, in this way, were able to exert considerable influence over the future actions of the cities, as well as the private individuals, who sought the oracle's advice. The Delphi technique, which was developed by the Rand Corporation in the 1950s, has been extensively used in planning, policy analysis, and long range forecasting, in both the public and private sectors.[14]

What happens, typically, with Delphi research, is that a panel of experts in the field under study is set up. The composition of the panel is not disclosed and there is no direct interaction between participants. The results of the first round questionnaire, together with a summary of the comments and arguments given by respondents in support of their answers, are incorporated in the second round questionnaire and the original questions are repeated. Each respondent thus has an opportunity to reconsider his or her own view in the light of other views of the panel. However, there is no pressure, as can happen in face to face interaction, for respondents to change their views. Further rounds may be conducted on the same basis. It is common for a consensus of opinions to develop through this process.

The Delphi technique was well suited to the purposes of this study. Although only two rounds of questionnaires were used, a large degree of consensus developed. What was particularly interesting was that several panel members commented that they found the study professionally interesting and valuable. At that time, many of the professional respondents concerned with the aged had little contact with others working in the area. It was a chance to become acquainted with the views of others. One of the advantages often highlighted for the Delphi technique is that it brings into focus the priorities and preferences of experts who are in a position to influence the development of the area under consideration.[15]

Findings

Key findings were

* feelings of confidence and self worth should be encouraged so that older people can remain independent as long as possible. Library services should therefore foster feelings of usefulness and self fulfillment 

* older people needed to be given higher priority by the library services involved in the study

* steps should be taken to develop the potential of the library as a source of information and as a provider of leisure services for older people

Several suggestions for developing that potential emerged from the study. A full account of the findings is available.[16]

Case studies of the information seeking behaviour of older people

Being a doctoral study, this research was very complex. Although, as a whole, it would be well beyond the scope of the public librarian wanting to undertake a study of user needs, there are specific components which may be useful.

The study placed a major emphasis on the use of telecommunications in relation to information seeking behaviour. There were four principal aims

* to investigate community information needs and sources of information used to meet those needs, including the use of telecommunications to contact those sources;

* to link the above investigation with an examination of information and communication needs as revealed through telecommunications use

* to explore the role of telecommunications in the lives of older adults

* to explore the likely implications of technological change for older adults.

Techniques

The importance of the role of telecommunications in this study indicated that a useful technique would be the telephone diary. The study's 202 participants (aged sixty and over) used their diaries to record, in some detail, all their incoming and outgoing phone calls over a two week period. Given that the theoretical emphasis of the study was on the ways in which individuals construct meaning, the aim of the diaries was to record individual, unstructured perspectives. These were analysed for what they revealed about everyday life information and communication needs.[17,18]

The other technique used in the study was the interview. There were three of these which, together with the introduction and checking of the diaries, resulted in a total time of 4-6 hours spent with each participant. This was a very ambitious program, made possible by generous funding from the Telstra Fund for Social and Policy Research. Much of the work was done by paid interviewers, together with a few students from the University of Melbourne who were undertaking a research subject for their Graduate Diploma in Library and Information Studies.

The interviews collected both quantitative and qualitative data, and included structured and semi structured interview schedules. Structured interview schedules were used to collect data about use and understanding of new telecommunications equipment and telephone facilities eg call waiting; to collect demographic details; and to explore habits of media use eg television viewing patterns. For the second interview there was a semi structured schedule which explored information needs and sources of information used over the past five years. Data from this interview include details of the information topics needed by respondents. Also recorded were the magazines or journals, specific sections of newspapers and particular radio and television programs, used by respondents to keep themselves informed on the various topics for which they had had a need. Other information sources explored were family and friends, professionals, libraries, information centres, government departments and other organisations. The quantitative data on topics and sources were entered onto a large grid. The qualitative data were recorded separately, in detailed notes for each of the topics covered. Whether telecommunications were used to contact sources was also specified.

Findings

The detailed findings of this research are available in the doctoral thesis[19] or in shorter and more accessible versions.[20,21] The information needs which emerged as most important were health, and then income and finance. These topics were needed by all respondents. Also high on the list were recreation, government, consumer, and housing and accommodation. Although there were variations according to topic, sources of information most frequently used (in descending order) were family members, newspapers, friends, television, printed information, and radio. Together with information centres, libraries were the least used of all the nominated sources of information. Nevertheless libraries were a well used source of information for the third most important topic, recreation: 50% of respondents had received information from a library during the previous five years. Other topics for which libraries had been used by at least 10% of the respondents were: holidays (20%), family and personal (14%), education (14%), health (13%) and environment (11%).

Some respondents certainly valued the library as an information provider. For example, with regard to the topic, health, one respondent commented `I would always go to the public library for health information--often to pass on to a friend'.

On the other hand, some respondents were sceptical about aspects of information provision by libraries `Libraries often don't have up to date information'.

Although the local library did not play a pivotal role in the lives of the majority of respondents, 50% of them had used a library in the past five years. Moreover, for those who were regular users, the library was seen as essential to their way of life. The following remarks are typical. `I'm the library's best customer' and `The library is a wonderful source of both recreational and informational reading'.

Older people and the internet: survey and observation

A key finding of the doctoral study[22] was that there were low percentages of ownership and good understanding of new telecommunications equipment amongst the sample. The study also found that many respondents were adamant that there was no role for computers in their lives. Barriers included both cost and the fear of something which was seen as complicated and difficult to master. As mentioned above, Stocks'[23] study, of the use of Vicnet and the internet, supported these findings. Williamson concluded that older adults are likely to be disadvantaged as computer based systems for the dissemination of community information become more prevalent.[24]

In 1996 a follow up study was undertaken in three Victorian public libraries by the Telecommunications Needs Research Group (TNRG) at RMIT. The Broadband Services Expert Group[25] recommended public libraries as major public access points for new information technology. This made them an ideal choice as sites for the research. The research questions for the project were

* what are the sociocultural, psychological and physical barriers to using a computer for those aged 50+?

* who is interested in using the internet?

* what are the problems people encounter when they are using the internet?

* what is the content of the world wide web which is of interest and how well do the search engines perform in relation to it?

* what can the public library do to assist internet access 

Method

The research used both survey and observation methods, and took place in three Victorian public libraries: Brighton, Box Hill and Hamilton.

Survey The first part of the research involved surveying 120 respondents, aged fifty and over, from the three libraries to find out how sociocultural, physical and psychological issues influenced their use or non use of computers and the internet.

Because we wanted simply an overview of attitudes to computers and the internet at this stage, a survey using a self administered questionnaire was appropriate for this part of the study.

The sample for the survey was chosen by observation ie people were chosen because they looked as if they were the relevant ages. While this was not ideal, those recruiting respondents were encouraged to include people of whose age they were unsure. People who did not meet the age requirements were later removed from the sample.

Observation The second part of the study involved twenty participants from each library, who were observed using the world wide web. The aims were to discover the problems users encountered and the kinds of help most commonly required. Participants, ideally with a variety of experiences both with the computer and the internet, were recruited as they filled in their questionnaires. Observers of similar ages to the participants were chosen. Pilot research and the experience of SeniorNet in the United States seemed to suggest that older people, when faced with learning to use new technology, are more responsive to trainers in the same age group.

The use of observation as a technique is not common in the library and information studies field, where surveys, case studies, and occasionally experiments have been much more the norm. The idea of the observation was to encourage participants to attempt to use the internet unaided. This enabled observers to see what novice users could manage, without help, and what stopped them in their search. While this was happening, observers were taking note of the menu functions people were using on Netscape. When it became obvious that participants were unable to continue their searches because of lack of knowledge, then the observer would give them some clues and, finally, the correct selection if necessary. A video, which illustrates the method and major findings of this project, is available.[26]

Findings

The findings of this project have been already widely reported. This paper mentions only the most salient, giving greater emphasis to the findings of the observation, than to those of the survey.

The survey Only just over one fifth of the 120 participants expressed some positive feelings towards using a computer: 12% said they were reasonably comfortable but felt they needed more practice and 11% indicated they were quite confident. The remaining 77% were either adamant about their non use now, and in the future, did not use a computer because they did not know how, or used a computer only when they had to and did not feel comfortable about it.

Participants were also asked about the role of computers in their lives. The results showed that 67% of respondents had negative attitudes; 42% thought they would never need to use computers as they were not relevant to their lives and 25% said that they would use a computer if they really had to.

Reasonably positive attitudes were expressed by the 24% who said that they found computers useful but not essential. Only a small number of people indicated a highly positive role for computers in their lives: 4% felt that computers were a very important part of their lives and 4% said they would be lost without their computer now.

Those who were positive about the role of computers in their lives and in their feelings towards them were more likely to use a computer and to use it more frequently, to be younger, better educated, to have and use a computer at home and were less likely to be on a government pension. Statistically significant results were obtained for all these variables.

In 1996 only nine people had used the internet before, including three in a library, and only five had internet access at home. Most people had used it only once or twice.

The observation The observation session began with participants nominating the topics which interested them for their internet search. The kinds of topics of interest varied enormously. However, the five most popular were sports of various kinds, the arts, genealogy, gardening and travel.

Key points noted by participants and observers were

* waiting times for screen to load were often inordinately long and were considered very frustrating. Searches were often aborted.

* screens were often considered to be cluttered and poorly laid out. A typical comment made by one participant was `There's so much on the screen. You don't know where to look.'

* there were numerous problems with seeing and reading buttons and hypertext links. The grey on grey of the former and the purple and blue combination of screen colours, including the latter, were particularly criticised. The small size of some of the fonts was also considered unsuitable. Bifocal glasses were often believed to be a problem with regard to reading the screen.

* there was frequent objection to the jargon of computers and the internet. One participant commented `I don't know what a lot of the words mean eg cyberspace. I would like an index of terminology. It's all very strange for a beginner.'

* linked to this was the inconsistent use of terms. For example, the search terms could be `find', `search' or `submit', depending on the search engine being used.

* it was often difficult to decide how to put in key words. For example, should one use `Australian birds' or `birds, Australia'?

* one of the most common complaints was that the screen did not give any obvious clues as to what to do next, or even how to begin. According to one participant `I was hoping that by seeing what all the words at the top of the screen were, I'd be able to find out what to do!'

* following from this, those who tried the handbook button frequently thought that not only was' the function of the button not clear from its label, but that the information provided was far too overwhelming and detailed. Participants wanted a simple introduction which gave them just enough information to get them started on the internet.

We found that the observation technique, used in this project, was very successful. At present the Information and Telecommunications Needs Research Group (I&TNRG, the successor of the TNRG) is using a similar observation technique to evaluate adaptive equipment for use by people with disabilities in public library settings.

The greatest benefit from the older adults project was the enthusiasm it generated amongst participants. The first part of the study indicated that there are still barriers for older people in computer and internet use. Some participants took part in the second stage of the study only with reluctance. Nevertheless 85% said that they would like to use the internet again. Although more older people are using the internet than in 1996, this study is still relevant.

Suitability of the methods and techniques

The particular methods and techniques used for these projects were suited to the different purposes and time frames involved. It is important to recognise that there is a range of methods and techniques which can be used for research in professional practice.

The Delphi study gave the views of experts in the field of aged care and information provision and was appropriate for the aims of the research. Although there were minor methodological problems with the doctoral study, mainly because of the complexities involved, in general the techniques proved suited to the purposes of the research. An indepth exploration of information seeking behaviour, related to theory, was the focus and this required qualitative techniques which would enable extensive exploration of participants' views. The resulting data are rich, and provide many quotes which illustrate the views of participants. The observation technique chosen for the internet study was successful. In 1998 the Telecommunications Needs Research Group, with other partners including the State Library of Victoria, received a grant from the AccessAbility Program (now Networking the Nation, Department of Communications and the Arts) to undertake a study of online access for people with disabilities in public libraries. A similar observation technique is being used for the evaluation of adaptive equipment and as the basis for the development of training for different groups of people with disabilities. It is a technique worthy of more frequent consideration in the library and information setting.

In undertaking research in professional practice, it is also important to recognise that different levels and depths of study can be appropriate. For example, if you need to gather basic facts and figures which will give reliable information about trends, then demographic analysis of census data and a simple questionnaire administered to a large sample might be appropriate. If you want to understand and explore particular issues, a few indepth interviews with carefully selected respondents could be the best approach. Or alternatively you could convene three or four focus groups, each representing a particular user group segment. Simple, structured observation of people and the ways in which they use the use the library can also be very useful for understanding needs.

It is also important to read the literature and to think about theory. If you are not an experienced researcher, you may need to seek expert advice eg on the subject of sampling about which many amateur researchers lack understanding. This can be sought from a human expert or from a good quality research methods text. Research collaborations between practitioners and academics can be very fruitful. Such partnerships can bring complementary skills and perspectives, resulting in research that is well focused on practitioner issues but informed, at the same time, by the research focus of academia.

Above all, keep in mind that research can play a valuable part in professional practice. The profession of librarianship will flourish where librarians develop enquiring frames of mind, underpinned with some understanding of research. It means that they can use these skills to serve their clients better, to evaluate their products and policies, and to write grant proposals. They will also be able to read research reports with discernment, and make use of the findings, where appropriate, in their own work.

References

[1] Lowe, D Introduction to research in relation to professional practice Unpublished paper, Caulfield Vic, School of Information Management and Systems 1999 p1

[2] ibid

[3] Navigating the economy of knowledge Brisbane, Institute of Cultural Policy Studies, Griffith University 1995

[4] Williamson, K Older adults: information, communication and telecommunications PhD thesis, Melbourne, Department of Social Sciences, RMIT 1995

[5] Stocks, J Connecting public libraries to the information superhighway. A case study of the introduction and use of Vicnet and the internet at the Yarra Plenty Regional Library Service Master of Business thesis, Melbourne, Department of Information Management and Library Studies, RMIT 1995

[6] Williamson, K, Bow, A and Wale, K Older people, new technology and public libraries in Reading the future. Proceedings of the Australian Library and Information Association biennial conference Canberra, Alia 1996 p161-170

[7] Stocks, J op cit 

[8] Schauder, D Research in librarianship and information services: the scope for innovation and inquiry in Australia Australian library journal 38(4) 1989 p318-324

[9] Berger, P L and Luckmann, T The social construction of reality: a treatise in the sociology of knowledge New York, Anchor Press 1967

[10] Dervin, B Users as research inventions: how research categories perpetuate inequities Journal of communication 39(3) 1989 p216-232

[11] Dervin, B and Nilan, M Information needs and uses in M E Williams (ed) Annual review of information science and technology (Arist) 21, np, Knowledge Industry Publications 1986 p3-33

[12] Wilson, P Public knowledge, private ignorance Westport, CT, Greenwood Press 1977

[13] Williamson, K Older adults: information, communication and telecommunications op cit

[14] Gupta, U and Clarke, R Theory and applications of the Delphi technique: a bibliography (1975-1884) Technological forecasting and social change 53 1996 p185211

[15] Dyer, E R The Delphi technique in library research Library research 1979 p49-50

[16] Williamson, K and Stayner, R Information and library needs of the aged Australian library journal 29(4) 1980 p188-195

[17] Williamson, K I can tell you a remedy for migraines : telecommunications and the information and communication needs of older adults Melbourne, Telecommunications Needs Research Group, RMIT 1994

[18] Williamson, K Older adults: information, communication and telecommunications op cit

[19] ibid

[20] Williamson, K The information needs and information-seeking behaviour of older adults: an Australian study in P Vakkari, R Savolainen and B Dervin (eds) Information seeking in context Proceedings of an international conference on research in information needs, seeking and use in different contexts, Tampere Finland 1996 London/Los Angeles, Taylor Graham 1997 p337-350

[21] Williamson, K Discovered by chance: the role of incidental information acquisition in an ecological model of information use Library and information science 20(1) 1998 p23-40

[22] Williamson, K Older adults: information, communication and telecommunications op cit

[23] Stocks, J op cit

[24] Williamson, K Older adults: information, communication and telecommunications op cit p262

[25] Networking Australia's future The final report of the Broadband Services Expert Group Canberra, Broadband Services Expert Group 1995

[26] Williamson, K and Bow, A Older people and the internet Video recording. Melbourne, RMIT 1996. Available from The Internet Training Institute tel [phone]

[27] see for example Williamson, K, Bow, A and Wale, K Older people, new technology and public libraries op cit; Bow, A, Williamson, K, and Wale, K Barriers to public internet access In Communications research forum 1996: papers Canberra, Bureau of Transport and Communications 1996; Williamson, K, Bow, A and Wale, K. A focus on users: older people and barriers to public internet access to Australia. Keynote paper presented at Telecom Inter@ctive e97, the annual conference of the International Telecommunications Union, Geneva, 8-14 Sept. Geneva, International Telecommunications Union 1997 (published on cdrom); Williamson, K, Bow, A and Wale, K (1997b) Breaking down the barriers to public internet access in P Enslow, P Desrochers and I Bonifacio (eds) Global networking '97. Proceedings of a joint conference of the International Telecommunications Society and International Council of Computer Communications, held at Calgary, Canada, 1518 June, 1997 Calgary, Alberta, IOS Press 1997 p442-449; Williamson, K, Bow, A and Wale, K Encouraging public internet use by older people: a comparative study of city and rural areas Journal of rural social research 7(3/4) p3-11

Kirsty Williamson BA TTC GradDipLib MLib PhD AALIA is Director of the Information and Telecommunications Needs Research Group (ITNR) in the School of Information Management and Systems at Monash University. She was a foundation member of the predecessor of the ITNR (the TNRG), which was established at RMIT in 1991. The group received considerable funding from the Telstra Fund for Social and Policy Research over a period of six years. Her major research focus at present is online services for people with disabilities in Australian public libraries. Kirsty is also a senior research fellow in the School of Information Studies Charles Sturt University. Address: School of Information Management and Systems Level 7 26 Sir John Monash Drive Monash University Caulfield East Vic 3145 tel [phone] fax [phone] [e-mail]

Kirsty Williamson Director of the Information and Telecommunications Needs Research Group School of Information Management and Systems Monash University

Received October 1999