Client Use of TechnologyClient Use of Technology

Rachel Medina – NTAPKathleen Brockel – NTAPKate Bladow – Pro Bono Net

LSC TIG Conference 2009

Specific data to be Specific data to be reviewed reviewed Demographics of

Folks Online & Who has Broadband◦ Income◦ Race◦ Education◦ Age ◦ Geography

Use of the internet

Online Video Viewing

Cell phoneSocial

NetworkingLegal Aid Client

Services

Jeopardy!

How well do we understand trends in client use of

technology?

Jeopardy!Teams of 3 – 5

7 Q’s◦ 3 – 1PT◦ 3 – 2 PT◦ Final Jeopardy –

Bet 1, 2, or 3 Pts!

Prizes to the 3 Top Scoring Teams

1 Point1 PointWhich is more

popular? A.) Broadband B.) Dial-up?

1 Point1 PointBased on

Geography, which group spends the least amount of time online?

A.)Urban,B.)Suburban C.)Rural

1 Point1 PointSenior Citizens

(65+) are more likely to be online than those making less than 30k per year?

True False?

2 Points2 PointsHighest

percentage of cell phone ownership?

A.) BlacksB.) English

Speaking Hispanics

C.) Whites

2 Points2 Points

Largest increase % of age group viewing video websites.

A.) 18- 29B.) 30- 49C.) 50-64D.) 65+

2 Points2 Points

What % of those making less than 30k per year use search engines on a “typical” day?

A.) 27%B.) 36% C.) 52%

FINAL JEOPARDY BIDSFINAL JEOPARDY BIDSRisk 1, 2 or 3 points

Final Jeopardy Final Jeopardy Those with a

legal problem are more likely to go where for information?

A.) Library B.) Internet C.) Contact a

Government Agency

1 Point1 PointWhich is more

popular? A.) Broadband

or B.) Dial-up?

1 Point1 PointBased on

Geography, which group spends the least amount of time online?

A.)Urban, B.)Suburban or C.)Rural?

1 Point1 PointSenior Citizens

(65+) are more likely to be online than those making less than 30k per year?

True or False?

2 Points2 PointsHighest

percentage of cell phone ownership?

A.) BlacksB.) English

Speaking Hispanics

C.) Whites

2 Points2 Points

Largest increase % of age group viewing video websites.

A.) 18- 29 = 29%B.) 30- 49 = 46%C.) 50-64 =

58%D.) 65+ = 45%

2 Points2 Points

What % of those making less than 30k per year use search engines on a “typical” day?

A.) 27%, B.) 36% or C.) 52%?

Final Jeopardy Bid 1, 2, 3 Final Jeopardy Bid 1, 2, 3 PointsPointsThose with a

legal problem are more likely to go where for information?

A.) Library B.) Internet C.) Contact a

Government Agency

Problems with Available Problems with Available StatisticsStatisticsImprecision; inconsistent

terminology African American, Blacks, Black Americans Hispanic, Latino Little data available on Native Americans and

Asian Pacific Islanders Generalize about ‘Americans’ rather than

inhabitants

Difficult to ascertain who would be low-income according to LSC standards

IncomeIncome

Source: Pew Internet and American Life Project (http://www.pewinternet.org/trends.asp)

Income and Time Spent Income and Time Spent OnlineOnline

Source: Internet adoption and usage patterns are different: Implications for the digital divide, Information Economics and Policy, March 2008

RaceRace

Source: Pew, “Demographics of Internet Users,” July 2008

EducationEducation

Education and Race Education and Race The percentage of those who

have not completed high school and are online: ◦White 32%◦Hispanic 31%◦African American 25%

Source: Pew, “Latinos Online,” March 2007, (http://www.pewinternet.org/pdfs/Latinos_Online_March_14_2007.pdf)

Internet Use by Age Internet Use by Age

Wired Seniors Wired Seniors

In 2006, 34% of 65+ went online, (up from 26% in 2005).

But only 28% of 70+ went online (26% in 2005)

Source: Pew, Are “Wired Seniors” Sitting Ducks?, 2006 http://www.pewinternet.org/pdfs/PIP_Wired_Senior_2006_Memo.pdf

Analysis by Geography Analysis by Geography

Why does rural adoption Why does rural adoption lag? lag? Population tends to be olderHigher share of low-income

families Rural Americans are, on average,

less educated than urban and suburban Americans

Source, Pew, “Rural Broadband Internet Use,” February 2006 (http://www.pewinternet.org/pdfs/PIP_Rural_Broadband.pdf)

All Whites (76%)

All Blacks (56%)

English-Speaking Hispanics

(79%)

18-29 Years Old (92%)

30-49 Years Old (85%)

50-64 Years Old (72%)

65+ Years Old (37%)

No High School Degree (38%)

College Graduates (93%)

<$30K Income (61%)

>$75K Income (93%)

Men (76%)Women

(74%)

*Source: Pew Internet & American Life Survey, December 2007. http://www.pewinternet.org

High School Graduates (67%)

Urban (77%)

Rural (64%)

Suburban (77%)

Who is online?Who is online?

Broadband AdoptionBroadband Adoption

Source: Pew, “Home Broadband Adoption 2008,” July 2008 http://www.pewinternet.org/pdfs/PIP_Broadband_2008.pdf

Why is Broadband Why is Broadband Important? Important? Necessary to access many online

tools and servicesBroadband includes many options,

including ◦DSL◦Cable Modem◦Fiber◦Wireless◦Satellite◦Broadband over Powerlines (BPL)

Broadband as Predictor of Broadband as Predictor of Online ActivityOnline Activity78% of home broadband users

look online for health information, compared with 70% of home dial-up users.

Home broadband users are twice as likely as home dial-up users to do health research on a typical day -- 12% vs. 6%.

Pew, The Engaged E-patient Population, August 2008, http://www.pewinternet.org/PPF/r/259/report_display.asp

Broadband AdoptionBroadband AdoptionGrowth in broadband adoption

was flat among the poor◦25% of low-income Americans ($20

K) have broadband in April 2008. ◦Compared to 28% figure reported in

March 2007

Source: Pew, “Home Broadband Adoption 2008,” July 2008 http://www.pewinternet.org/pdfs/PIP_Broadband_2008.pdf

Broadband AdoptionBroadband AdoptionRural broadband grew but still

lags behind urban and suburban ◦38% of rural in 2008 v. 31% in 2007◦57% of urban residents in 2008◦60% of suburban in 2008

Source: Pew, “Home Broadband Adoption 2008,” July 2008 http://www.pewinternet.org/pdfs/PIP_Broadband_2008.pdf

Broadband Availability Broadband Availability

Source: NTIA, Networked Nation: Broadband In America 2007, http://www.ntia.doc.gov/reports/2008/NetworkedNationBroadbandinAmerica2007.pdf

Whites (55%)

Blacks (38%)

English-Speaking Hispanics (57%)

18-29 Years Old (74%)

30-49 Years Old (62%)

50-64 Years Old (49%)

65+ Years Old (20%)

No High School Degree (22%)

College Graduates (74%)

<$30K Income (40%)

>$75K Income (77%)

Men (58%)

Women (50%)

High School Graduates (43%)

Urban (60%)

Suburban (56%)

Rural (42%)

*Source: Pew Internet & American Life Survey, December 2007.

http://www.pewinternet.org

Who has broadband?Who has broadband?

Online activities Online activities Conducting searchesMultimedia Using the internet to find

services

Do you use a search engine Do you use a search engine on a typical day? on a typical day?

Pew, Search Engine Use, August 2008 http://www.pewinternet.org/pdfs/PIP_Search_Aug08.pdf

Multimedia Multimedia

Do you use the internet to address Do you use the internet to address common problems that might be common problems that might be linked to government? linked to government?

Information searches that solve problems: How people use the internet, libraries, and government agencies when they need help. Pew Internet and American Life Project, 2007. http://pewinternet.org/pdfs/Pew_UI_LibrariesReport.pdf

Are people using the net to Are people using the net to address legal matters? address legal matters?

Information searches that solve problems: How people use the internet, libraries, and government agencies when they need help. Pew Internet and American Life Project, 2007. http://pewinternet.org/pdfs/Pew_UI_LibrariesReport.pdf

Mobile Access Mobile Access

62% of all Americans have cell phones

84% of English-speaking Hispanics have cell phones.

74% of white Americans have cell phones.

71% of black Americans have cell phones.

Source: Pew, Mobile Access to Data and Information, March 2008 http://www.pewinternet.org/pdfs/PIP_Mobile.Data.Access.pdf

Whites (74%) Blacks (71%)

English-Speaking Hispanics (84%)

18-29 Years Old (88%)

30-49 Years Old (83%)

50-64 Years Old (70%)

65+ Years Old (50%)

No High School Degree (63%)

College Graduates (86%)

<$30K Income (61%)

>$75K Income (92%)

Men (77%)

Women (73%)High School Graduates

(67%)

Urban (79%)

Suburban (77%)

Rural (62%)

*Source: Pew Internet & American Life Survey, December 2007.

http://www.pewinternet.org

Who has a cell?Who has a cell?

Clients and Social MediaClients and Social Media

Social MediaSocial MediaTools to facilitate conversations

FacebookMySpaceTwitterYouTubeBlogsLinkedIn

StatisticsStatistics35% of online adults; 65% of

online teens75% of online adults aged 18-2457% of online adults aged 25-3445% of online adults who have a

household income of <$30,000More than 33% of adults visit

sites daily

CLIENT TECH TRENDS CLIENT TECH TRENDS IN LEGAL AIDIN LEGAL AID

LiveHelp Usage TrendsLiveHelp Usage Trends

Timeline:LiveHelp was soft-launched on MontanaLawHelp and IowaLegalAid.org in June 2006, on LawHelp.org/LA in September 2007, on GeorgiaAdvocates.org and ARLegalServices.org in January 2008, and on LawHelpMN.org in May 2008. Information provided by Liz Keith, Pro Bono Net.

LiveHelp Usage TrendsLiveHelp Usage TrendsSelf-reported household income of Montana LiveHelp users (2006-2008) Under 10K: 24% 10K-15K: 26%

Areas Montana LiveHelp Users Areas Montana LiveHelp Users Sought Help in (2006-2008) Sought Help in (2006-2008)

NPADO ServerNPADO ServerBeing adopted by both legal aid

programs and court systems to serve up HotDocs templates and A2J Guided Interviews® over the web

These programs are being used to construct automated document assembly tools for both advocate use and for use by self-represented litigants

Has grown immensely in the past year

A2J AuthorA2J Author®® Activity NationwideActivity NationwideStates with

A2J Guided Interviews (according to NPADO server statistics thru 7/1/08)

21 States, U.S. Virgin Islands & Ontario (Canada)

Alabama, Arizona, Arkansas, California, Idaho, Illinois, Kentucky, Louisiana, Maryland, Massachusetts,

Minnesota, Mississippi, Montana, Nebraska, New York, Ohio, Oklahoma, Pennsylvania, Texas, U.S. Virgin Islands, Vermont, Washington, Ontario (Canada)

Registered Users of A2J Author 2.0

(per registration statistics thru 10/1/08)

33 States, D.C., Guam, Ontario (Canada), N.S.W. (Australia)

Alabama, Arizona, Arkansas, California, Connecticut, Washington, D.C., Florida, Georgia, Guam, Iowa, Idaho, Illinois, Kansas, Kentucky, Louisiana, Maryland, Maine,

Michigan, Minnesota, Missouri, Montana, Nebraska, New York, North Carolina, New Hampshire, New Mexico,

N.S.W. (Australia), Ohio, Oklahoma, Ontario (Canada), Oregon, Pennsylvania, Rhode Island, South Carolina,

Virginia, Vermont, Washington

Chicago-Kent College of Law / Student Editorial Board

ProjectsVentura County, California (various interviews in process)

Illinois Legal Aid Online(multiple interviews, either live or in

development)

E-Filing System ProjectsU.S. District Courts,

Eastern Missouri Manatee County Clerk of the Circuit

Court, Florida (pilot project for the state of Florida)

Clerk of Kane County, Illinois

Case Management System Integration Projects

Iowa Legal AidLegal Aid of Western Ohio

As of July 1: 1219 active A2J templates34,042 A2J Interviews completed in 2008

Program and Statewide Program and Statewide WebsitesWebsitesLawHelp consumer site usage in

2007:◦ 2.7 million visitors◦12.6 million page views◦2.2 million resource downloads◦628,000 referral profiles viewed

Websites can be a tool in helping to bridge the broadband divide◦Colorado Legal Services lists information

about where to find library and Wi-Fi hotspots all across the state.

Educational/Information Educational/Information VideosVideosMore and more common in legal aid

◦Legal Services Alabama◦Arkansas Legal Services◦Asian Pacific American Legal Center◦Atlanta Legal Aid◦LawHelp California◦Iowa Legal Aid ◦Legal Aid Society of Northeastern New

York◦New Mexico Center on Law and Poverty

Questions or Comments?Questions or Comments?rachel@lsntap.orgkbladow@probono.netkathleen@lsntap.org