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LIS 60030 Final Project:

Elderly Users and Their Information Needs

MacKenzie Smiddy

Kent State University

 Definition of User Group
The information needs of elderly users will be addressed in this paper. In the context of
the studies, elderly users were typically defined as being 65 and older, although one study chose
to include pre-senior Baby Boomers. According to a study conducted by the Pew Research
Center (2010), approximately 10,000 Baby Boomers are turning 65 on a daily basis. As these
individuals age, their need for specific information relating to health, finances, and other services
may increase. They may also have a difficult time accessing this information due to physical
impairments, lack of computer experience, or lack of familial or caregiver support.

Context of the Studies

The studies explored in this project can be broken up into two groups: those that studied
services for the elderly, and those that studied the elderly themselves. The context of the studies
focusing on user services are as follows: Charbonneau’s (2014) study analyzed public library
websites and their adherence to senior-friendly guidelines. The researcher studied 104 public
library websites across Michigan and compared their sites against the guidelines established by
the National Institute of Aging and the National Library of Medicine. Perry (2014) surveyed
suburban public libraries and the information services offered to older adults. Library systems in
four counties in suburban Atlanta and two counties in suburban New York City were chosen to
participate. In Singer and Agosto’s (2013) study, the focus was on public libraries and their role
in helping seniors navigate new technologies. Respondents hailed from all across North America,
and served populations ranging from less than 10,000 to more than 500,000.
The following studies focused on elderly users and their information behaviors: Luyt and
Ann (2011) interviewed 32 elderly library users from the Toa Payoh Public Library. The elderly
participants ranged in age from 55-82 and were of Chinese ancestry, educated in Chinese-stream
schools, and read only Chinese materials. Cavanaugh and Robbins (2012) interviewed seven
baby boomers who acted as caregivers to adults older than themselves, assessing their needs and
use of the public library. Palsdottir’s (2012) research focused on elderly information seekers
across Iceland. The participants were between the ages of 70-90 and still living independently.
The research of Dinet and Vivian (2009) focused on French seniors and their needs,
strategies, and difficulties when searching the web. Erickson-Backa (2012) studied the health
information literacy of Swedish-speaking seniors in Finland. Medlock et al (2015) also focused
on health information literacy, studying Dutch seniors and their health information seeking
behavior via the Internet. Kim and Choi (2014) observed the information-seeking behaviors of
elderly residents in a South Korean senior center. Wu and Li (2016) studied the health
information-seeking behaviors of 20 elderly members of a senior activity center in Wuhan
University, China.

Theories, Models, and Approaches

Luyt and Ann’s (2011) study regarding the relationship between public libraries and the
elderly in Singapore is framed in a social constructivist approach due to its emphasis on context
and social barriers. Perry’s (2014) study also seems to be rooted on a social constructivist
context. She emphasizes the importance of regarding seniors as their own adult sub-group with
their own unique skills, needs, and barriers. Erickson-Backa’s (2012) study is also rooted in
social constructivist theory. The participants in her study faced significant language,
transportation, and other barriers that affected their ability to acquire health information, and
those barriers are discussed by Erickson-Backa at length.
Cavanaugh and Robbins (2012) framed their research around the ethic of care model and
the concept of library-as-place. Ethic of care is a behavior model that considers caring for others
and sustaining positive relationships to be the highest moral imperative. The library-as-place
concept highlights the need for the library as a physical venue. Palsadottir (2012) utilized two
theories from social gerontology: activity theory and continuity theory. Activity theory proposes
that one’s self concept is constructed through daily activities and the role one fills. Continuity
theory is similar to activity theory, and assumes that older people experience higher levels of
wellbeing when able to sustain their previous behaviors, opinions, and preferences. Dinet and
Vivian (2009) did not mention a specific research theory, model, or approach in their study, but
their focus seems to be primarily on senior-computer interaction, which follows the cognitive
model of information retrieval.
Kim and Choi’s (2014) observations and interviews of seniors in a South Korean assisted
living center utilized Fisher’s theory of information grounds (2000) and Belkin’s (1986)
Anomalous State of Knowledge (ASK) theory. Based on their observations, the researchers
concluded that the interpersonal relationships between seniors both provide information and
create gaps that require additional information seeking. Wu and Li’s (2016) study was influenced
by Kuhlthau’s (2004) Information Search Process, as they addressed the cognitive and affective
states of their elderly research participants when completing various Internet searches.
Charbonneau’s (2014) study concluded that public library websites must do more to
eliminate barriers and provide equal access to elderly users. Her work is inspired by researchers
like Wilson (2000), who addressed the importance of identifying and eliminating barriers to
information seeking. Lastly, Singer and Agosto (2013) approached their study holistically, taking
into account the thoughts and feelings of elderly users as they interacted with digitized libraries.
Like Wu and Li (2016), Singer and Agosto’s research supports Kulthau’s (2004) Information
Search Process, in which users may experience a variety of thoughts, feelings, and behaviors as
they search for and interact with information.

Methodologies and Techniques

Luyt and Ann (2011) utilized qualitative research methods. For their study, 32 elderly
library patrons over the age of 55 were interviewed. The respondents were asked questions
regarding their past and present reading habits, reading needs, and whether the library was
fulfilling those needs. 26 interviews were recorded via MP3, while the remaining six were
recorded in writing. The interviews were semi-structured and lasted between 25 and 45 minutes.
The recordings were then transcribed and analyzed to determine patterns.
Cavanaugh and Robbins (2012) also used qualitative research methods grounded in
constructivist theory. Over the course of five weeks, the researchers recruited seven participants.
They utilized multiple recruiting strategies such as posters, email, and word-of-mouth.
Participants were interviewed using a set of open-ended questions. After the interview,
participants were asked to use a reflection guide to make notes. The interviews were then
transcribed and coded.
Palsdottir’s (2014) study utilized qualitative research techniques. For this study, open-
ended interviews addressing a broad range of questions exploring perspectives of the elderly
were used. These questions related to the aging process, living situations, and other
circumstances. The interviews lasted 45-95 minutes and took place in the participants’ homes.
The interviews were then recorded and analyzed using open coding and later, axial coding.
The research methods utilized by Dinet and Vivian (2009) were a mixture of both
qualitative and quantitative techniques. For the first study, the researchers had participants
complete a computer questionnaire that addressed software knowledge, hardware knowledge,
general computer knowledge, and internet knowledge. They also conducted a series of interviews
with six seniors to help create additional questions for the questionnaire. In the second study,
participants were also asked to complete a computer questionnaire that assessed their computer
skills. The researchers then used a Likert scale in order to assess the participants’ metamemory
skills.
Eriksson-Backa (2010) used a small-scale survey conducted by self-administered
questionnaires. The survey was a blend of closed and open-ended questions, meaning both
qualitative and quantitative techniques were used. She also used a snowball sample in order to
recruit new survey participants.
Kim and Choi (2014) employed qualitative research methods in their study. They
observed and interviewed a small group of seniors in an urban assisted living center. The
interviews were in depth and lasted approximately 30 minutes. After concluding the observations
and interviews, the researchers analyzed the data and created a diagram showing the information
seeking process of the seniors.
Wu and Li (2016) used a range of methodologies to conduct their study. The participants
were given a survey to assess prior knowledge, demographic information, and health conditions.
They were then given a series of internet research tasks to complete. After completing each task,
the seniors took another survey that assessed their cognitive and emotional states. Once the tasks
were complete, each senior was interviewed about their thoughts and feelings. This information
was then coded, transcribed, and subsequently analyzed.
Medlock et al (2015) utilized a quantitative research method in the form of an emailed
questionnaire. Their survey consisted of six sections: demographics, the Autonomy Preference
Index (used to assess information preferences), use and trust of information sources, the timing
and subjects of information sought in the last 12 months, perceived need for additional
information, and the consequences of information seeking. The survey was then emailed to a list
of participants.
Charbonneau (2014) used the senior-friendly website guidelines outlined by the National
Institute of Aging and the National Library of Medicine to guide her data collection and analysis.
She then used quantitative research methods to create a coding sheet, collect data from the
websites, and analyze her findings. Perry’s (2014) study surveyed suburban libraries to assess
their services to older adults. She used an anonymous online survey instrument based on 2008
RUSA Guidelines. The survey was developed and pretested by knowledgeable peers before
being administered via SurveyMonkey. The survey consisted of 21 multiple choice questions and
was designed to be completed in 10 to 20 minutes. 91 libraries participated.
Singer and Agosto (2013) utilized a quantitative research method in the form of an online
survey. They used Qualtrics, a web-based survey platform, and recruited participants through
eight library electronic mailing lists. The respondents were asked to choose which kinds of
technology-based services and trainings they are currently offering to seniors. They were also
given the opportunity to make supporting or clarifying comments.
 Information Sources and Services

Erickson-Backa (2010) states that the majority of seniors receive their daily information
from newspapers, radio and television news, other radio programs, and friends and family. In
regards to health information, however, seniors actively sought out information from trusted
physicians, medical packages, and pamphlets. Palsadottir’s (2012) research concluded that as
individuals age, they rely more on relatives’ support to address their information needs. Close
relatives often become information mediators; helping their elders navigate the Internet for
information, communicating with physicians, and even becoming an information source
themselves. Medlock et al (2015) concluded that health professionals, pharmacists, and the
Internet were the most trusted information sources for seniors, though trust in the Internet was
often much lower than that of human sources. Wu and Li (2016) also reached similar
conclusions. Kim and Choi (2014) state that senior’s information need revolve around health and
hobbies; and that their preferred information sources were television, newspapers, and people –
particularly other seniors in the center.
Many public libraries and other information centers currently offer services to help
seniors with their information needs. For example, Singer and Agosto (2013), Perry (2014), Wu
and Li (2016), and Kim and Choi (2014) mention several services that are already being
provided. These include computer and other technology training courses, bookmobile and other
homebound services, and senior-specific spaces in libraries and community centers. Most of
these studies, however, also concluded that more should be done to help elderly users address
their information needs.

Related Issues and Considerations

Public libraries and other community centers become more inclusive and more vibrant
when they adopt user-centered policies and design. User-empowerment through these means can
be particularly powerful for elderly users. For example, engaging elderly users in participatory
design processes like those outlined by Ladner (2015) can help seniors have a voice in the
services provided to them. Elderly library visitors or residents of assisted living facilities can
work with staff to design new senior spaces, adopt senior-friendly policies, and work to make
both physical and digital spaces more accessible. Increased accessibility not only benefits
seniors, but all users regardless of ability (Charbonneau, 2014).

Implications

With the global population of Baby Boomers increasing by the year, and with an increase
in the overall longevity and quality of life of seniors, it is critical that we understand not only
their information needs, but also how they go about seeking information. Most of the studies
concluded that although more and more seniors are using the Internet to find information, they
would rather receive information from human sources, as they are considered more trustworthy
(Medlock et al, 2015). These trusted human sources can include physicians, pharmacists, family
and friends, and other seniors (Wu & Li, 2016). This is distinct from the information ecology of
other user groups, who tend to rely more heavily on digital sources and less on interpersonal
relationships. Furthermore, many seniors face barriers to accessing information, such as physical
impairments, lack of technological savvy, and transportation limitations. Elderly individuals
have much to gain by being active participants in the information ecology, especially given their
significantly higher need for quality health information. Providing seniors with opportunities to
hone their information seeking skills, especially in the digital realm, is imperative. It is important
to acknowledge, however, that while elderly users certainly need increased supports, it should
not come at a cost to their overall independence and sense of continuity (Palsadottir, 2012).

Recommendations

Several studies involving information services to the elderly, such as those by Singer and
Agosto (2013), Perry (2014), and Charbonneau (2014) concluded that although there have been
significant improvements in how public libraries serve elderly users, there is still more to be
done. With proper staffing, training, and funding, libraries can do their part to better address the
needs of seniors, allowing them to become more active members of the information ecology. For
example, public library employees should familiarize themselves with both the RUSA
Guidelines, ADA Guidelines, and the National Institute of Aging senior-friendly website
guidelines (Charbonneau, 2014). They should also offer programs and services specifically for
seniors, instead of providing blanket “adult” programming. Furthermore, it is important to create
senior-friendly library spaces that are safe, comfortable, and promote healthy socialization (Luyt
and Ann, 2011). Other supports for seniors can include caregivers acting as mediators,
information organizations hiring professionals that specialize in elderly services, and interface
designers creating or adapting sites to make them senior-friendly. Furthermore, public libraries
and other information organizations can empower seniors by inviting them to help create new
programs, initiatives, and policies. With the population of seniors expected to increase
dramatically, it is critical that libraries and other information organizations increase their
knowledge and support of elderly users.
 References
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