National Dialogue on Access to Environmental Information
EPA Audience Group's Information Needs:
A Review of Reports, Focus Groups and Other Resources on Information
Access, from 1997 to 2008
Introduction
EPA has launched the National Dialogue on Access to Environmental Information ("National Dialogue"),
led by EPA Office of Environmental Information (OEI). EPA seeks to understand our audiences' needs
and preferences for environmental information in order to improve and enhance information access. The
National Dialogue effort involves listening to EPA's audience and key stakeholders via multiple
activities; that include stakeholder listening sessions, online jam sessions and comment boards.
EPA has also reviewed what we have already learned about audience needs and preferences for
environmental information by reviewing existing reports and other information sources. Past focus
groups, usability studies and general information about customer needs and preferences for environmental
information can help inform current information collection and validate findings. This report summarizes
prior information needs for five of EPA's major audience groups: government officials; news media;
environmental and community groups; industry; and educators, students, researchers and librarians.
Specifically, we report on their basic needs for information, information quality preferences, important
information topics and uses of environmental information.
Approach
In collecting relevant information about audience needs, a Customer Analysis Team gathered resources
related to environmental information needs, including reports, white papers, websites, usability studies
and focus groups,. The resources were from EPA and external sources. The Customer Analysis Team also
contacted all EPA regional and programmatic offices to collect any additional resources that could be
valuable for this effort. From this effort, the Customer Analysis Team assembled more than 160
resources.
The Customer Analysis Team conducted a preliminary scan to identify those resources that were most
relevant to the current effort to understand audiences' needs for environmental information. The Team
focused their analysis on these information resources first, and then analyzed remaining resources as
needed.
Members of the Team reviewed each resource, and extracted information about each particular EPA
audience separately. Observations about information needs and preferences were noted for each relevant
audience group for each resource. Team members reviewed the information for each audience group and
noted common themes that emerged around desired information topics, access methods, uses and
qualities, and drew conclusions related to each audience group.
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Government Officials
The government audience group consists primarily of government officials who use environmental
information for their agency needs or to transfer information to other audience groups. A review of
relevant resources related to government officials revealed the following common themes for information
needs, uses, qualities and topics for this audience group.
Information Needs
* Government officials need information to increase understanding of environmental issues so they can:
o Inform the public.
o Provide guidance to the regulated community.
o Fulfill their agency's missions.
Government officials need information presented at different spatial scales, from very local and
specific to global in scope, depending on their agency mission.
Government officials need reports on environmental trends backed with data to better inform their
activities and agency mission.
Information Uses
* Government officials use environmental information to increase understanding of environmental
issues in order to:
o Educate the public.
o Understand underlying causes of environmental problems.
o Understand environmental trends.
Government officials use environmental information and the process of seeking it to increase
collaboration and communication with EPA in order to:
o Increase understanding of EPA's current priorities.
o Understand connections that exist across different sets of EPA information.
Information Qualities
* For government officials, environmental information must be credible and transparent.
Government officials prefer that reports on environment information extend beyond static data
presentation to include:
o Trends overtime;
o Explanation of severity of problem/reasons for concern; and
o Data analysis explorers and tools.
Information Topics
Government officials seek a number of different environmental information topics, but the topics that
were most common in this review of resources were:
Global climate change
Environmental and human health interactions
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Water use and availability, and connections with land-use
Invasive species
Ecosystem health/habitat fragmentation
Emerging topics, such as:
o New air toxins
o Endocrine disrupters
o Genetically modified organisms
Key Resources
Although many resources were important to drawing these conclusions, the following resources were
particularly valuable:
Assessment of Stakeholder Support Needs: Summary of the Phoenix and Chicago Focus Group
Meetings (EPA OEI)
Center for Environmental Information and Statistics Customer Surveys - July 1997 to Present (CEIS)
Environmental Data and Information: Interim Findings from an EPA Customer Survey (CEIS)
TRI Explorer Comment Database (EPA TRI)
TRI Comments from TRI Blog at National Training Conference (EPA TRI)
News Media
The news media serve as an information intermediary by using data, reports and press releases about
environmental topics and reporting information to the public in a variety of contexts. While many news
media representatives work in television, newspaper or radio formats, an increasing number of media
representatives focus solely on online journalism or report in more untraditional ways, such as through
blogs. A review of relevant resources related to the news media revealed the following common themes
for information needs, uses, qualities and topics for this audience group.
Information Needs
News media representatives need information related to recent and immediate environmental events
in order to best report events with potentially high impact to the public.
News media representatives need updates of environmental information on a site- or facility-specific
basis.
News media representatives need regular and timely updates about items of interest, through RSS
feeds or e-mail alerts from those who provide environmental information.
News media representatives need expert points of contact within EPA, for immediate contact to
clarify or verify information
Information Uses
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The news media use environmental information to report on environmental events on local, regional,
and national scales.
The news media use environmental information to:
o Show positive results of environmental actions.
o To highlight problems, such as noncompliance, at specific facilities or sectors.
Information Qualities
News media representatives need timely information, but also need historical information for
comparative purposes.
The news media need information that is:
o Contextual.
o Easy to understand.
o Readily available.
Information Topics
News media seek a number of different environmental information topics for reporting, but the topics that
were most common in this review of resources were:
Local issues
"Hot" topics
Information on rules and regulations
Key Resources
Although many resources were important for drawing these conclusions, the following resources were
particularly valuable:
Assessment of Stakeholder Support Needs: Summary of Tallahassee Pilot Focus Group Meetings
(EPA OEI)
Region III Public Meeting 2 - Media Issues (1999) (EPA OEI)
Summary of 2007 OEI Symposium Outreach Sessions (EPA OEI)
TRI Explorer Comment Database (EPA TRI)
Environmental and Community Groups
Environmental and community groups serve as information intermediaries, transferring and presenting
information to the general public or other target audiences. This is often combined with additional
commentary or with information from other sources. These groups may also be end-users of
environmental information. They may use information to inform their activities and organizational
mission. Environmental and community groups vary greatly in staff size, vary in focus from single topics
to broad environmental goals, or vary in scale of focus from local to international. Consequently,
information needs may vary greatly within this audience group. However, a review of relevant resources
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related to environmental and community groups revealed the following common themes for information
needs, uses, qualities and topics for this audience group.
Information Needs
Environmental and community groups need to know which federal offices manage particular
environmental issues.
Environmental and community groups need direct points of contact when possible, in order to secure
particular information that may not be easily available on a website.
Some environmental and community groups need readily accessible data, and databases that are easy
to use and integrated with other databases in order to quickly integrate and compare information.
This audience group is often looking for information in non-electronic formats, available in multiple
languages for under-served populations.
Environmental and community groups prefer local-level information even if they intend to combine it
to address larger scales.
Information Uses
* Environmental and community groups fill several different roles and therefore use environmental
information in different ways:
o Advocacy groups lobby for specific causes.
o Educational groups provide environmental information to the general public or to a specific
target audience.
o Other groups provide services, including volunteer work.
Some environmental and community groups use interpreted environmental information to pass along
to their target audiences.
Some environmental and community groups conduct their own research and want raw environmental
information.
Environmental and community groups use environmental information to make decisions about
organizational priorities.
Information Qualities
* Environmental and community groups would like information that is timely, accurate, presented in
context, interpreted, and easily accessible.
Environmental and community groups need information that is inventoried and easily searchable.
Information Topics
Environmental and community groups seek information on a broad variety of environmental topics for
their activities. The topics that were most common in this review of resources were:
Information on rules and regulations.
Local issues.
Environmental justice issues.
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Key Resources
Although many resources were important for drawing these conclusions, the following resources were
particularly valuable:
Assessment of Stakeholder Support Needs: Summary of Tallahassee Pilot Focus Group Meetings
(EPA OEI)
Building Capacity to Participate in EPA Activities (Environmental Law Institute)
Region III Public Meeting 3 - Local Environmental Groups (1999) (EPA OEI)
Summary Findings from EPA Region III Public Sector Needs Identification Team Meetings (EPA
OEI)
TRI Explorer Comment Database (EPA TRI)
TRI National Training Conference - 2008: Summary of Panel Discussion on Collaboration with
Environmental Justice (EJ) Community (EPA TRI)
Industry
This audience group is often an end-user of environmental information, searching for information about
regulations and how a rule might apply to a particular industry. Industry groups or representatives may
also submit data or information to EPA and other environmental agencies for regulatory purposes.
Industry representatives range from large facilities that span a variety of industry sectors to small family-
owned and focused businesses. They are often represented by industry trade associations, and often,
individual businesses prefer to get information from trade associations, rather than directly from the
government. A review of relevant resources related to industry representatives revealed the following
common themes for information needs, uses, qualities and topics for this audience group.
Information Needs
* Industry groups want detailed regulatory information provided at local, state, and federal levels.
Industry groups want frequent updates on any regulatory changes and how their industries may be
impacted.
Industry groups need guidance on how to interpret regulations, or "plain-English" interpretations.
Industry groups want industry-specific information related to regulations.
There is a moderate preference for printed copies of information provided to these groups, rather than
electronic, though electronic information could be provided to trade associations for distribution.
Information Uses
Members of this audience group use the regulatory information from EPA and other regulatory
agencies to determine which regulations apply to their facilities and businesses and how to comply
with the regulations.
Some industry members use environmental data to perform their own analyses, such as comparing
their operations and regions to others.
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Information Qualities
* Industry groups need information that is available online to be we 11-organized and easily navigable.
Information provided to industry groups needs to be timely, accurate, industry-specific, and presented
in "plain-English".
Information Topics
Industry members seek information on a few different environmental information topics, but information
on rules and regulations was their primary need.
Key Resources
Although many resources were important to drawing these conclusions, the following resources were
particularly valuable:
Center for Environmental Information and Statistics Customer Surveys - July 1997 to Present (CEIS)
Environmental Data and Information: Interim Findings from an EPA Customer Survey (CEIS)
An Integrated Facility Identification System: Key to Effective Management of Environmental
Information at the EPA (NAPA)
Region III Public Meeting 4 - Small Business Interests (1999) (EPA OEI)
TRI Explorer Comment Database (EPA TRI)
Students. Educators. Researchers, and Librarians
The academic audience group is diverse, as it is made up of educators, students, researchers and
librarians. The four sub groups share many similarities in their information needs and access preferences,
but their needs may also vary a great deal as their information functions are different. The academic group
can be information end-users, using environmental information, especially data, for their own analysis
and research needs. They can also be information intermediaries, passing along environmental
information to other audience groups. This audience group typically uses the Internet to access
environmental information, but is also interested in the contact information of environmental information
representatives to get further clarification when needed. Overall, this group is interested in timely and
accurate information to feed into their own products or research. A review of relevant resources related to
this audience group pointed to the following common information themes specific to their function within
the academic audience group rather than to the audience group as a whole.
Students
* Students use environmental information to better understand the world around them and find out how
they can contribute to it. They want information on how they can "make a difference."
Students prefer information that is presented in visually appealing ways - interactive, colorful, and
intuitive.
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Material presented to students should be available in formats for multiple age groups.
Students in higher learning institutions want access to raw data with metadata, but also to reports and
web pages that clearly explain program activities and research.
Educators
* Educators want environmental information that can easily be used in the classroom, such as
curriculum materials, teaching materials, and science labs.
Educators want information on environmental education opportunities, such as workshops.
Educators need environmental information available in multiple formats, including video, brochures,
posters, and datasets that can be passed along easily to students.
Educators want to know what information is available at each of EPA's programs, databases and
hotlines in a simple, well inventoried format that is easy to refer to.
Educators want environmental information that is local, timely, presented in context and relevant to
"hot" topics.
Researchers
* Researchers want to be able to find clear background information and metadata associated with
research topics.
Researchers need to know what databases are available and how to use them.
Researchers need raw data that is timely and accurate, not merely summaries and reports about the
data.
Many researchers are interested in information about funding opportunities available from EPA and
other environmental organizations.
Librarians
Librarians seek environmental information to pass onto students, researchers and other library
patrons.
Librarians are interested in having access to environmental information through databases, reports
and publications that can be accessed through the Internet or on library computers.
Librarians who work with underserved populations want environmental information in non-electronic
formats, such as brochures and pamphlets.
Key Resources
Although many resources were important to drawing these conclusions, the following resources were
particularly valuable:
Assessment of Stakeholder Support Needs: Summary of Tallahassee Pilot Focus Group Meetings
(EPA OEI)
Assessment of Stakeholder Support Needs: Summary of the Phoenix and Chicago Focus Group
Meetings (EPA OEI)
Environmental Data and Information: Interim Findings from an EPA Customer Survey (CEIS)
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Focus Group Reviews of EPA Home Page (EPA OEI)
Region III Public Meeting 5 - Environmental Educators (EPA OEI)
Cross Cutting Findings
There are many common needs and findings across these five EPA audience groups. Overall, audience
stakeholders expressed a desire for improved methods for finding information, understanding
information, and using information effectively.
Finding information begins with awareness that environmental information is or could be available as a
resource, the discovery or navigation to that resource, and the use of that resource to view some
information.
Understanding information includes the ability of an audience to evaluate and interpret the information to
gauge its relevance and significance. Audiences may need to integrate and contextualize information as
part of this process.
Using information begins with the audience's decision to do something with the information at hand, such
as summarization or analysis, formulation of a new information query, creation of an informed opinion or
making a decision. These information processes are often overlapping and iterative; many audiences may
make many cycles through the find, understand and use stages before ever actually making a decision on
the basis of that information.
This section presents cross-cutting needs of EPA's audiences within the categories of finding information,
understanding information, and using information.
Finding Information
EPA's audience groups are interested in a variety of environmental information resources, but are
not always aware that the information exists from EPA or from another federal, state, or local
agency or nongovernmental organization. This disconnect between wanting particular
information and knowing what information is available is common across all of EPA's audiences.
EPA's audience groups use the Internet to locate environmental information; however, they note
difficulties with using the navigation and search functions on the EPA website to access desired
information. This need was noted with all EPA audience groups.
Audiences desire contact information for programmatic experts that can answer questions or
clarify information provided in online and paper resources. To some degree, all of EPA's
audiences expressed this need, though media representatives, industry members and
environmental and community groups have most often raised this need.
EPA audiences desire access to environmental information from a broad array of sources,
including various government agencies and environmental organizations. This finding is noted to
an extent with all audience groups, but is especially salient with environmental and community
groups and the academic group.
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EPA audiences access the website in search of an array of environmental topics across all of
EPA's major program areas. Members of the academic audience group are especially in need of
information on various topics, as are environmental and community groups.
Understanding Information
Many EPA audiences would like access to interpreted environmental information, but also desire
the ability to access the raw data that was used to prepare the interpreted reports. Government
officials, media representatives, environmental and community groups and industry
representatives were all particularly interested in interpreted environmental information with
enough background to validate the information. The academic audience group was more
interested in raw data, with interpretation provided for a broad introduction to a subject that was
not their specialty.
EPA's audience groups may have difficulty understanding information from EPA for many
reasons: the information may not be presented with sufficient context; the information may be too
technical; the information may be written at too high of a level; and the information may only be
available in English. Environmental and community groups and librarians were especially
cognizant of readability and comprehension of information, as they often interpret or transfer
information to end-users that are traditionally underserved.
Many of EPA's audience groups want to know how timely or high-quality the information they
get from EPA is, and thus, want high quality metadata. The academic audience group and other
government officials are especially interested in knowing the quality of the data, but all EPA
audience groups have expressed interest in knowing the quality of the data.
Using Information
EPA audiences often compare EPA data and information to other resources, and therefore want
data provided in a way that is easily comparable to other resources. All of EPA's audiences
compare information from different sources, with environmental and community groups,
researchers, students, and media particularly wanting this ability.
Many of those in EPA's audience groups convey the information they find to other users.
Members of the five EPA audience groups we researched act as information intermediaries to
some extent. All of these audience groups also interpret information for their own research and
needs, though these needs vary according to their organizational missions.
The National Dialogue conducted stakeholder listening sessions with these major audience groups to
explore gaps in EPA's understanding of their environmental information needs and preferences. Results
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from these sessions will be combined with this review and other activities to gain a better understanding
of what information EPA's audience seeks and uses from EPA.
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Appendix A: Input Sources
Center for Environmental information and Statistics
CEIS - Environmental Data and Information: Interim Findings from an EPA Customer Survey - 1998
Enterprise Customer Service Solutions
Enterprise Customer Service Solutions Presentation to EPA - 2007
Environmental Council of the States
ECOS Local Government Outreach Project - 2003
Environmental Law Institute
Building Capacity to Participate in EPA Activities - 1999
National Dialogue on Libraries as a Community Resource for Environmental Information - 2000
EPA Ask EPA
Administrator Stephen L. Johnson - November 1, 2007
Deputy Administrator Marcus Peacock - November 8, 2007
Susan Bodine, Assistant Administrator for Solid Waste and Emergency Response - November 15, 2007
Granta Nakayama, Associate Administrator for Enforcement and Compliance Assurance - December 5, 2007
Maria Vargas, Energy Star program - December 19, 2007
Michael Deane, Associate Assistant Administrator for Water - January 31, 2008
Jim Gulliford, Assistant Administrator for Prevention, Pesticides and Toxic Substances - February 20, 2008
EPA
Results from EPA Customer Satisfaction Survey - 2001
EPA Innovation Action Council
Everyday Choices: Opportunities for Environmental Stewardship - Full Technical Report - 2005
Everyday Choices: Opportunities for Environmental Stewardship - Implementation Plan - 2006
Everyday Choices: Opportunities for Environmental Stewardship - Summary Report - 2005
EPA LGAC
Local Government Advisory Committee Letter to Stephen Johnson on Environmental Indicators Initiative -
2005
EPA NACEPT
NACEPT: EIPAC Advice Letter- 1999
EPA NEPIS
Top 40 Most Downloaded Publications from NEPIS - 2007
EPA NSCEP
NSCEP Distribution Statistics - 2007
Top 100 Printed NSCEP Resources Distributed to the States - 2007
EPA OECA
AFS Business Case: Requirements Summary Report - 2007
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EPA OEI
Anecdotal Information from EPA Library Patrons (Staff/Public) - 2008
Anecdotal Information from EPA Library Patrons (Staff/Public) - 2007
Assessment of Stakeholder Support Needs: Summary of Tallahassee Pilot Focus Group Meetings - 2001
Assessment of Stakeholder Support Needs: Summary of the Phoenix & Chicago Focus Group Meetings - 2001
Assessment of Stakeholder Support Needs: Summary of the Providence Focus Group Meetings - 2001
Audience, Purpose, and Principles of the 2006 Public Report on the Environment - 2006
CARE Level 1 Survey - 2007
CARE Level 2 Survey - 2007
Center for Environmental Information and Statistics Customer Surveys - July 1997 to Present
Customer Satisfaction with EPA Information Products - 2007
EPA Customer Service Conference - 2000
EPA Customer Service Conference - 2002
EPA Public Access Strategy - 2002
EPA Environmental Information Symposium - 2005
EPA Environmental Information Symposium - 2006
EPA Environmental Information Symposium - 2007
EPA Libraries Narrative Reports - January 2007
EPA Libraries Narrative Reports - February 2007
EPA Libraries Narrative Reports - March 2007
EPA Libraries Narrative Reports - April 2007
EPA Libraries Narrative Reports - May 2008
EPA Libraries Narrative Reports - July 2007
EPA Libraries Narrative Reports - August 2007
EPA Libraries Narrative Reports - September 2007
EPA Libraries Narrative Reports - October 2007
EPA Libraries Narrative Reports - November 2007
EPA Libraries Narrative Reports - December 2007
EPA Libraries Narrative Reports - January 2008
EPA Libraries Narrative Reports - February 2008
EPA Library Network in 2004: Annual Report - 2004
EPA Strategic Information Plan: A framework for the future - 2002
EPA TRI Explorer November and December - 2007
EPA.gov Focus Groups and Usability Testing - 2005
EPA.gov Homepage IA Concepts - V2.0 - 2006
EPA.gov Information Architecture Strategy Version 6.0 - 2005
Evaluation of Community-Based Environmental Protection Projects: Accomplishments and Lessons Learned -
2003
Focus Group: Teachers Review of the EPA Home Page - 1997
Focus Group: College Students Review of EPA Website - 1997
Focus Group: High School Students Review of EPA Website - 1997
Focus Group: Kids Review of the EPA Home Page (Focus Group I, DC) - 1997
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Focus Group: Kids Review of the EPA Home Page (Group II, Chicago) - 1997
FOIA Annual Report - 1998
FOIA Annual Report - 1999
FOIA Annual Report - 2000
FOIA Annual Report - 2001
FOIA Annual Report - 2002
FOIA Annual Report - 2003
FOIA Annual Report - 2004
FOIA Annual Report - 2005
FOIA Annual Report - 2006
Gap Analysis of Kids, Student and Teacher Web Pages - 1997
How can EPA measure public access to its environmental information? - 2002
How can EPA most effectively expand access to and disseminate environmental information to relatively
informed users? - 2002
Mercury Portal Web Site Usability Assessment - 2003
Mercury Web Portal Usability Test Session - 2003
National Dialogue on Libraries as a Community Resource for Environmental Information: Background and
Reference Materials - 2000
RTP Narrative Comments - Virtual Reference System
Summary of OEI Symposium Outreach Session - 2007
Summary Report of the National Dialogue on the EPA Draft Report on the Environment - 2003
The EPA Library Network in 2004 - 2004
The Nation's Environmental Information Needs Assessment: Final Statistical Report on the Environmental
Protection Agency National Telephone Survey - 1999
Usability Analysis of the EPA Environmental Education Center Web Site - 2001
Usability Analysis of the EPA Explorer's Club Website - 2001
Usability Analysis of the EPA Student Center Web Site - 2001
EPA OPEI
EPA Customer Service Conference - 1998
EPA Customer Service Conference - 1999
EPA OPPE
Community-Based Environmental: A Resource Book for Protecting Ecosystems and Communities (1997)
EPA ORD
Survey on Journal Use Results - unknown date
Using Science in Regional Decision Making: A Collaborative Analysis of the 45-Day Task Force Report -
2005
EPAOW
Safe Drinking Water Hotline Annual Report - 2002
Safe Drinking Water Hotline Annual Report - 2003
Safe Drinking Water Hotline Annual Report - 2004
Safe Drinking Water Hotline Annual Report - 2005
Safe Drinking Water Hotline Annual Report - 2006
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Safe Drinking Water Hotline Monthly Report - March 2004
Safe Drinking Water Hotline Monthly Report - April 2004
Safe Drinking Water Hotline Quarterly Report - Third Q. 2005
Safe Drinking Water Hotline Quarterly Report - First Q. 2006
Safe Drinking Water Hotline Quarterly Report - Second Q. 2006
Safe Drinking Water Hotline Quarterly Report - Third Q. 2006
Safe Drinking Water Hotline Quarterly Report - First Q. 2007
Safe Drinking Water Hotline Quarterly Report - Second Q. 2007
Safe Drinking Water Hotline Quarterly Report - Third Q. 2007
EPA Public Sites
Public Access FAQ - http://publicaccess.custhelp.com
Web Search Logs - EPA Public Sites - http://nlquery.epa.gov/webmast/querylogreports/agency/
Web Usage Statistics - EPA's Public Sites - http://www.epa.gov/reports/objects/
EPA Region III
Executive Summary Environmental Data and Information: Summary Findings from EPA Region III Public
Sector Needs Identification Team Meetings - 1999
Region III Public Meeting 1 - Librarians - 1999
Region III Public Meeting 2 - Media Issues - 1999
Region III Public Meeting 3- Local Environmental Groups - 1999
Region III Public Meeting 4 - Small Business Interests - 1999
Region III Public Meeting 5 - Environmental Educators - 1999
EPA Region V
Region V Monthly Water Division Reports - April 2007 - February 2008
EPA Region VIII
Region VIII Environmental Information Service Center (EISC) Monthly Reports - January & February 2008
Region VIII ClickTracks Site Overview Report - February 2008
EPA TRI
Requirements for Upgrading TRI Explorer or Development of New On-line Tool for Obtaining TRI Data
TRI National Training Conference: Listening Session with EJ Community - 2008
TRI National Training Conference: Summary of Panel Discussion on Collaboration with EJ Comm. - 2008
TRI National Training Conference: Session Notes - 2008
TRI Online Help - http ://tri .custhelp .com
TRI Requirements Function Groups - unknown date
TRI Stakeholder Dialogue - 2003/4
TRI Suggestions Memo - 2008
TRI Explorer Comment Database - 2008
TRI Comments from TRI Blog at National Training Conference - 2008
Information Renaissance
Suggestions for Using the Internet to Build Capacity to Participate in EPA Activities - 2000
National Academy of Public Administration
An Integrated Facility Identification System: Key to Effective Management of Environmental Information
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at the EPA-2005
Pew Internet
A Typology of Information and Communication Technology Users - 2007
America's Online Pursuits - 2003
Consumption of Information Goods and Services in the United States - 2002
Counting on the Internet - 2002
Finding Answers Online in Sickness and in Health - 2006
Future of the Internet - 2005
Future of the Internet II - 2006
Health Information Online - 2005
Hispanics on the Internet - 2001
How America Gets in Touch with Government - 2004
Information Searches that Solve Problems - 2007
The Internet and Education - 2001
The Internet as a Resource for News and Information about Science - 2006
The Internet's Growing Role in Life's Major Moments - 2006
Vital Decisions - 2002
Wired Seniors-2001
Progress Freedom Foundation
The Digital Economy Fact Book - 2007
Resources for the Future
Democracy Online: An Evaluation of the National Dialogue on Public Involvement in EPA Decisions - 2002
Roper Starch
Roper Green Gauge Report - 2001
Roper Green Gauge Report - 2003
Roper Green Gauge Report Presentation - 2003
Roper Green Gauge Report - 2007
South Australia EPA
Consultancy report/ Customer SatisfactionCallers ringing the EPA - 2005
UK Department of Environment, Food and Rural Affairs
Local Environmental Quality Survey for England - 2006/7
Survey of Public Attitudes and Behaviours Toward the Environment - 2007
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