The collection, organisation and use of information by voluntary information providers

Abstract

This is the first study undertaken into the way in which voluntary workers, untrained in information skills and working in community information services, collect, organise and use the information they provide to assist clients needing it for their day-to-day survival. The study is placed in perspective through a survey of the literature relating to community information services. This is supplemented by a study of documents relating to the Pretoria Citizens' Advice Bureau. Data was collected by means of participant observation at the Pretoria Citizens' Advice Bureau and interviews with voluntary workers in the Bureau. Analysis of the data was carried out according to the grounded theory approach. It was found that untrained volunteers creating information storage and retrieval tools for use by their fellow volunteers, work without a knowledge of information storage and retrieval theory. They tend to make ad hoc decisions and create tools that are not as user-friendly as they could be with some background in the theory of information science. On the other hand, volunteers searching for information make the same kind of demands of the information storage and retrieval system they use as do professional and scientific information users, in that they want direct access to as much relevant information as possible in one place. They want the information repackaged in a manner to suit their purpose. When under pressure, they are reluctant to consult multiple information storage and retrieval tools not within easy reach. The study culminates in a number of recommendations for the improvement of the service of the Pretoria Citizens' Advice Bureau in particular. Recommendations are also put forward for a centralised computerised database providing processed information to community information services in South Africa. Some suggestions are made concerning education and training of volunteers and professional information workers with a view to providing a better understanding of community information services.