Women’s Information Needs

1. Women’s Information Needs Findings of a study by urbis keys young for the NSW Department for Women, December 2001

2. What was the purpose of the study? • To examine women’s information needs and information seeking behaviour • To develop more effective delivery methods for government information

3. How was the study undertaken? • A literature search and annotated bibliography 2. A random national telephone survey of 1,457 adults (women and men) 3. Face to face interviews with 40 women from disadvantaged groups

4. 1. The Annotated Bibliography Comprehensive review of literature about women’s info needs in relation to: • violence • health • legal issues • education, employment and training • technology • culturally and linguistically diverse communities

5. 2. The telephone survey • Random survey of 1457 from Australia and New Zealand • Surveyed women and men to understand how info needs and preferences differ

6. In-depth, face-to-face interviews with 40 women • socio-economically disadvantaged • NESB • ATSI • Maori women in NZ

7. What did the study find?

8. Women are more likely to be the primary information seeker • More women (62%) than men (54%) said they were the primary information seeker • Fewer women (9%) than men (14%) said their partner/spouse was the main information seeker

9. There is a high level of need for government information • 66% of people had tried to get info from a government department in past 12 months • 88% of the women said it had been important to get some info (55% very important)

11. Direct contact with a government agency was the preferred means of seeking information for most women

13. Government agencies were also identified as providing the most useful information

15. Although 40% found government department, service or agency most useful source,50% found most useful information from sources other than government

16. A high proportion of women were able to obtain some information from government sources

18. Government agencies were successful in meeting the information needs of a majority of women

20. The majority of women found it easy to obtain information from government

22. Reasons given for information being easy to obtain • Department was helpful/had correct info • Info obtained by phone call • A straightforward issue • Fast/got information immediately • Info available on internet

23. Reasons given for information being difficult to obtain • Department had no knowledge/did not want to tell me • Constantly referred to other people or documents • Long waiting times • Phone difficulties: put on hold, too many options

24. Ease/difficulty in obtaining information differed, depending on the issue.

27. A majority of women sought information about a straightforward problem 23% of women described the problem as very complex or fairly complex

30. 60% of women reported no anxiety about the problem for which they sought information. 39% reported that they felt anxiety (17% considerable anxiety).

31. Respondents to the survey were asked a number of questions about satisfactory means of obtaining government information

33. Printed materials were the most popular way (74%) to obtain info • Can take time to read and digest • Can refer to information again • Usually provide enough basic/ helpful info • Generally easy to read

35. Negative aspects of printed materials • Usually too general or brief • Often too difficult to read or understand • Have too much information • Are too impersonal

36. In-depth interviews reflected survey results but • Clear preference for materials in own language. • Difficult for woman with visual disability • Difficult to understand even in own language

37. Newspaper articles/magazines, television and radio were rated by large numbers of women as satisfactory ways of receiving government information

38. The in-depth interviews showed • They are good for general info • The information is considered less reliable • They are used more for entertainment • Ethnic radio is popular source for NESB women

39. The telephone was less popular (54%) than many other means and elicited more negative comments, particularly frustrations with telephone systems

41. Positive aspects of the telephone • You can speak to someone • It is less time consuming • No need to travel or go anywhere • It can be accessed no matter where you live

42. The telephone was particularly convenient for • rural women • those at home caring for children, the sick or elderly

43. Negative aspects of the telephone were • Long waits to speak to someone, difficult to “get through” • Dislike routing & button pressing to get through system • Dislike being put on hold • Hard to locate the right person to speak to

44. The in-depth interviews revealed a high level of dissatisfaction with the telephone from • NESB & Aboriginal women • Women with hearing and sight impairments

45. Negatives these women cited about the telephone included • Can’t speak to someone in own language • No record of conversation to take away and reflect on • Less accountability • Preference for face-to-face contact • Difficulties pushing the correct buttons and following prompts

46. The internet and websites were rated as satisfactory sources of government information by only 43% of women

48. Positive aspects of websites & internet • Can quickly get info - day or night • Info is easy to find, thorough • Info can be accessed from home or work • Information is up-to-date

49. Negative aspects of websites or Internet • Difficult to find specific info • Poorly designed sites • Too much info • Obtaining info can be slow • Info too general or brief • Info too impersonal & can’t ask questions

50. 41% of women did not know or could not say whether websites/the internet were satisfactory ways to get information