COUNCIL OF CALIFORNIA
COUNTY LAW LIBRARIANS
2001 Needs Assessment Study
Referral Agency Survey Report
ANNE MARIE GOLD
Library Management Consulting
P. O. Box 1294
· Lafayette, CA 94549 -1294Tel: 925/283-0970
· Fax: 925/283-2053 · Email: agold@ccnet.comCOUNCIL OF CALIFORNIA COUNTY LAW LIBRARIANS
2001 NEEDS ASSESSMENT STUDY
Referral Agency Survey Report
TABLE OF CONTENTS
SECTION PAGE
In the fall of 2000 the Council of California County Law Librarians contracted for consultant services to perform a legal information needs assessment for the County Law Libraries. The purpose of the study was to assist key legal information providers in the State of California to assess the new environment for legal information needs and develop a strategic plan to most effectively meet those rapidly changing needs, while at the same addressing issues of reducing funding. As part of the needs assessment a survey of agencies that refer clients and customers to County Law Libraries was required.
An initial survey instrument was developed and the Advisory Group for the study reviewed the survey instrument and revisions were made based on input from the group. The survey was designed to test the referral agency’s familiarity with the County Law Library and its services, as well as why they did or did not refer clients.
The group also defined which referral agencies to send the survey to and whether sampling should be used by agency. The Advisory Group then provided contact information for many of the referral agencies to be surveyed. The survey is included as Appendix A.
The referral agencies to be surveyed included:
The survey was released on March 17, 2001 with a requested return date by March 30, 2001. 534 surveys were mailed as follows:
In the cover letter sent with the survey recipients were informed that, as an option instead of completing the print version of the survey, that the survey could also be completed online and the URL was provided for the online version of the survey. The survey website Zoomerang was used for the online version of the survey. No follow-up notification was sent to survey recipients after the initial mailing.
234 surveys were returned by mid-April, representing a 43% return rate. Of those completing the survey 23% completed it online. All printed survey responses were entered online into Zoomerang for data tabulation purposes.
The correlation between the percentage of the overall group sent surveys versus the number returning surveys is fairly good, with only public libraries returning a significantly higher number of surveys than their relationship to the entire group surveyed (34% of the group surveyed were public libraries, versus 48% of those returning surveys were public libraries).
The highest response rates were from public libraries at 61%; however, most groups surveyed did return a significant percentage of surveys with only Court Clerks and Legal Aid Societies returning approximately 25%.
The geographic spread of respondents was also generally representative of the state. 19 counties had 5 or more surveys returned.
There were only four counties from which no survey responses were received:
Of those, only Lassen County also did not respond to the Law Library Survey.
Based on the overall return rate, the type of agency return rate and geographic distribution, the survey results can be considered statistically valid.
The survey provided indications of several important trends for County Law Libraries. It appears that there is not high familiarity with or use of law library services. However, that does not diminish potential client referrals. However, few agencies refer clients on an other than occasional basis. When clients are referred, they are referred for research and materials. Agencies that don’t refer clients consider themselves sufficient within their own resources. There is no interest in fee-based services.
|
How do you know about the County Law Library (check all that apply)?
|
|
|
|
Number |
Percentage |
|
|
|
|
|
|
Directory |
|
24 |
10% |
|
Word of mouth |
|
146 |
63% |
|
Use it personally |
|
113 |
48% |
|
Law Library Staff |
|
95 |
41% |
|
Referral from other agency, please describe
|
|
33 |
14% |
A personal connection with the library is obviously the best referral source, with nearly half indicating personal use and over 60% indicating personal referral.
For those respondents who indicated another agency, most had heard about it through another library or court related service.
By type there was some differentiation in the way agencies knew about the library:
|
|
Telephone Directory |
Directory |
Word of mouth |
Use it personally |
Law Library Staff |
Totals |
|
Public Library |
50 |
19 |
86 |
28 |
41 |
224 |
|
College/Academic Library |
|
|
1 |
1 |
1 |
3 |
|
Law School Library |
4 |
1 |
9 |
7 |
8 |
29 |
|
District Attorney |
4 |
1 |
10 |
22 |
6 |
43 |
|
Public Defender |
1 |
1 |
11 |
20 |
5 |
38 |
|
Court Clerk |
3 |
|
6 |
7 |
10 |
26 |
|
Bar Association |
3 |
|
11 |
12 |
11 |
37 |
|
Legal Aid |
5 |
1 |
10 |
13 |
11 |
40 |
|
Totals |
70 |
23 |
144 |
110 |
93 |
440 |
Where respondents heard about the library appears to affect usage only for those use it personally with the majority of respondents indicating that they were not frequent users of the library regardless of how they heard about it.
|
|
Within the past week |
Within the past month |
Within the past six months |
Within the past year |
More than a year ago |
Never |
Totals |
|
Telephone Directory |
3 |
3 |
8 |
10 |
25 |
25 |
74 |
|
Directory |
|
1 |
3 |
4 |
6 |
10 |
24 |
|
Word of mouth |
11 |
14 |
12 |
12 |
44 |
51 |
144 |
|
Use it personally |
24 |
24 |
17 |
16 |
29 |
3 |
113 |
|
Law Library Staff |
8 |
16 |
9 |
15 |
24 |
21 |
93 |
|
Totals |
46 |
58 |
49 |
57 |
128 |
110 |
448 |
|
When was the last time you personally used the County Law Library?
|
|
|
|
Number |
Percentage |
|
Within the past week |
|
|
|
|
Within the past month |
|
33 |
14% |
|
Within the past six months |
|
21 |
9% |
|
Within the past year |
|
23 |
10% |
|
More than a year ago |
|
58 |
25% |
|
Never |
|
70 |
30% |
|
|
231 |
100% |
|
The same percentage of respondents – 25% - used the library frequently (within the past week or month) as use it infrequently (more than a year ago). However, 30% of all respondents say they have never used the library. Combining infrequent use with no use, over half of the respondents can be considered non-users.
Use does differ by type:
|
|
Within the past week |
Within the past month |
Within the past six months |
Within the past year |
More than a year ago |
Never |
Totals |
|
Public Library |
2 |
8 |
5 |
11 |
31 |
52 |
109 |
|
College/Academic Library |
1 |
|
1 |
|
|
|
2 |
|
Law School Library |
2 |
2 |
|
1 |
8 |
1 |
14 |
|
District Attorney |
5 |
6 |
4 |
2 |
4 |
3 |
24 |
|
Public Defender |
7 |
7 |
3 |
1 |
3 |
|
21 |
|
Court Clerk |
3 |
2 |
3 |
1 |
4 |
4 |
17 |
|
Bar Association |
4 |
4 |
2 |
3 |
|
6 |
19 |
|
Legal Aid |
1 |
4 |
3 |
2 |
5 |
4 |
19 |
|
Totals |
25 |
33 |
21 |
21 |
55 |
70 |
225 |
The most frequent users - district attorneys and public defenders – should be considered as potential advocates for improved law libraries.
Based on familiarity with the law library, only a majority of those users who indicated that they used the library within the past week rated themselves very familiar with the library.
|
|
Very familiar |
Somewhat familiar |
Not very familiar |
Totals |
|
Within the past week |
21 |
4 |
|
25 |
|
Within the past month |
14 |
18 |
|
32 |
|
Within the past six months |
4 |
17 |
|
21 |
|
Within the past year |
3 |
19 |
1 |
23 |
|
More than a year ago |
5 |
46 |
7 |
58 |
|
Never |
7 |
33 |
28 |
68 |
|
Totals |
54 |
137 |
36 |
227 |
|
How familiar do you consider yourself with the materials and services offered by the County Law Library?
|
|
|
|
Number |
Percentage |
|
Very familiar |
|
|
|
|
Somewhat familiar |
|
138 |
60% |
|
Not very familiar |
|
37 |
16% |
|
|
229 |
100% |
|
Over ¾ of respondents indicated that they were only somewhat or not very familiar with the library.
By type there is not significant differentiation, with only Public Defender having a majority of respondents that indicated they were very familiar with the library.
|
|
Very familiar |
Somewhat familiar |
Not very familiar |
Totals |
|
Public Library |
10 |
71 |
27 |
108 |
|
College/Academic Library |
2 |
|
|
2 |
|
Law School Library |
5 |
8 |
|
13 |
|
District Attorney |
9 |
12 |
2 |
23 |
|
Public Defender |
11 |
10 |
1 |
22 |
|
Court Clerk |
3 |
12 |
2 |
17 |
|
Bar Association |
6 |
10 |
3 |
19 |
|
Legal Aid |
7 |
11 |
1 |
19 |
|
Totals |
53 |
134 |
36 |
223 |
Use of the library does impact how familiar respondents believe themselves to be.
|
|
Within the past week |
Within the past month |
Within the past six months |
Within the past year |
More than a year ago |
Never |
Totals |
|
Very familiar |
21 |
14 |
4 |
3 |
5 |
7 |
54 |
|
Somewhat familiar |
4 |
18 |
17 |
19 |
46 |
33 |
137 |
|
Not very familiar |
|
|
|
1 |
7 |
28 |
36 |
|
Totals |
25 |
32 |
21 |
23 |
58 |
68 |
227 |
|
Do you refer your clients to the County Law Library for services?
|
|
|
|
Number |
Percentage |
|
Yes |
|
|
|
|
No |
|
31 |
13% |
|
|
234 |
100% |
|
The agencies responding enthusiastically noted that they did refer their clients to the library, seemingly regardless of how they know about it, their familiarity level or actual use.
Referrals did differ by type of agency, with the District Attorney (63%) and Public Defender (45%) referring the fewest clients and the Court Clerk (100%) and Public Library (96%) referring this highest percentage.
|
|
Yes |
No |
Totals |
|
Public Library |
107 |
4 |
111 |
|
College/Academic Library |
2 |
|
2 |
|
Law School Library |
13 |
1 |
14 |
|
District Attorney |
15 |
9 |
24 |
|
Public Defender |
10 |
12 |
22 |
|
Court Clerk |
17 |
|
17 |
|
Bar Association |
18 |
1 |
19 |
|
Legal Aid |
15 |
4 |
19 |
|
Totals |
197 |
31 |
228 |
Agencies seem to refer clients to the library regardless of use patterns. There is actually an inverse correlation between use and referral, e.g. 91% of agencies that never use the library refer clients compared to only 80% of weekly users.
|
|
Yes |
No |
Totals |
|
Within the past week |
21 |
5 |
26 |
|
Within the past month |
27 |
6 |
33 |
|
Within the past six months |
16 |
5 |
21 |
|
Within the past year |
21 |
2 |
23 |
|
More than a year ago |
52 |
6 |
58 |
|
Never |
64 |
6 |
70 |
|
Totals |
201 |
30 |
231 |
Where agencies get information about the library does not appear to have a major impact on whether they refer clients, with the exception of personal use where the percentage is only 80% while the other areas are all over 90%.
|
|
Yes |
No |
Totals |
|
Telephone Directory |
71 |
3 |
74 |
|
Directory |
23 |
1 |
24 |
|
Word of mouth |
133 |
13 |
146 |
|
Use it personally |
91 |
22 |
113 |
|
Law Library Staff |
87 |
7 |
94 |
|
Totals |
405 |
46 |
451 |
|
For what services do you refer your clients to the County Law Library? (check all that apply)
|
|
Legal materials |
|
|
|
|
Legal forms |
|
103 |
51% |
|
Information about self-representation in court |
|
81 |
40% |
|
Self-help legal materials |
|
95 |
47% |
|
Legal Research |
|
168 |
83% |
|
Information on Attorneys |
|
32 |
16% |
|
Other, Please Specify
|
|
28 |
14% |
The most frequently services for which clients are referred are those relating to legal research and legal materials.
Different types of agencies do refer for different types of services, although there is not a significant difference by type.
|
|
Legal materials |
Legal forms |
Information about self-representation in court |
Self-help legal materials |
Legal Research |
Information on Attorneys |
|
Public Library |
29% |
17% |
9% |
12% |
28% |
5% |
|
College/Academic Library |
40% |
20% |
0% |
0% |
40% |
0% |
|
Law School Library |
29% |
17% |
10% |
12% |
24% |
7% |
|
District Attorney |
28% |
15% |
18% |
13% |
23% |
3% |
|
Public Defender |
25% |
22% |
13% |
22% |
16% |
3% |
|
Court Clerk |
22% |
9% |
23% |
19% |
20% |
7% |
|
Bar Association |
18% |
16% |
16% |
20% |
23% |
7% |
|
Legal Aid |
22% |
12% |
16% |
20% |
27% |
2% |
Familiarity does not appear to have a major impact on what services agencies refer clients for.
|
Very familiar |
Somewhat familiar |
Not very familiar |
|
|
Legal materials |
22% |
62% |
16% |
|
Legal forms |
30% |
58% |
12% |
|
Information about self-representation in court |
29% |
59% |
13% |
|
Self-help legal materials |
26% |
65% |
10% |
|
Legal Research |
22% |
61% |
17% |
|
Information on Attorneys |
22% |
63% |
16% |
|
Totals |
|
|
|
|
How many people per year does your agency refer to the County Law Library?
|
|
Don't Know |
|
|
|
|
Up to 25 per year |
|
63 |
31% |
|
Up to 50 per year |
|
40 |
20% |
|
Up to 100 per year |
|
34 |
17% |
|
Up to 250 per year |
|
19 |
9% |
|
Up to 500 per year |
|
9 |
4% |
|
Over 500 per year |
|
9 |
4% |
Referrals are not very frequent with about half the agencies indicating that they refer only 1-2 clients per week.
By type there is some differentiation in how frequently agencies refer clients with public libraries and law school libraries referring the greatest number of clients.
|
If your agency does not refer clients to the County Law Library, why not? (check all that apply)?
|
|
|
|
Number |
Percentage |
|
Agency library has sufficient materials/services |
|
|
|
|
County Law Library does not services/materials needed by clients |
|
6 |
20% |
|
County Law Library is not open days/hours convenient for clients |
|
3 |
10% |
|
Another law library is geographically closer |
|
2 |
7% |
|
Another law library has more materials/services |
|
0 |
0% |
|
Other, Please Describe
|
|
18 |
60% |
While only a small percentage of respondents indicated that they did not refer clients, those who do not refer clients seem to feel that either their own agency has sufficient resources or they know the library will not have the materials needed. For those agencies that indicated other reasons, the primary reasons noted were that they do not refer clients anywhere or that clients rarely need library resources. The agency type most likely not to refer is the Public Defender.
|
What materials/services would make the County Law Library more useful for your agency and/or your clients?
Which hour______________________ Which days______________________
Describe ___________________
|
Hours/Days
Saturdays and evening hours were the most popular with all respondents, with 27% of the respondents indicating some preference for additional days and/or hours of service.
Computer Resources
Only 14% of respondents indicated they would like to have more access to computer resources, and those that did indicating a preference for Internet access and subscription databases.
Staff
23% of respondents noted a need for more staff assistance, noting that assistance is often needed with the materials. The need for weekend and evening staff assistance was also noted.
Closer facility
Only 9% of respondents noted that a closer facility would be helpful, with most noting that satellite locations should be added.
Other
The variety of suggestions seemed to indicate a lack of familiarity with library services in general as a number of respondents suggested basic information flyer be made available.
Fee-Based Services
|
Would your agency be willing to pay for fee-based services at the County Law Library?
|
|
|
|
Number |
Percentage |
|
No |
|
|
|
|
Yes |
|
21 |
9% |
|
If YES, Legal Research Services |
|
11 |
5% |
|
If YES, Access to online services |
|
14 |
6% |
|
If YES, Delivery of legal information via fax or email |
|
10 |
4% |
|
If YES, Other, Please Describe
|
|
31 |
14% |
The answer is a clear NO that agencies are not interested in paying for services. When the response is cross tabulated by type of library, familiarity, source of information, likelihood of referral, or use, the results do not differ in a statistically valid manner.
For those agencies that indicated some interest in paying for services, there did not appear to be a major differentiation among the services described. For those agencies that indicated Other, the general comments were that the library is already funded from a public tax base and so clients should have to pay for services.
Based on this response, fee-based services will have a small, niche clientele for only some libraries.
|
Other Comments |
A significant number of respondents included comments under the Other section. All comments are included in Appendix B.
Many of the comments were very complimentary about county law library services, expressing great appreciation for the access provided by the library. However, as with other questions, a number of the respondents noted a lack of knowledge about what services the library actually provides. This would indicate a need for some more marketing outreach by all libraries.
|
|
|
|
|
|
|
|
|
|
|
YES |
|
|
|
|
|
NO |
|
|
Which hour______________________ Which days______________________
Describe ___________________ |
|
|
|
******************************************************************************
RETURN SURVEY BY FRIDAY, MARCH 30 TO:
|
Anne Marie Gold Library Management Consulting P.O. Box 1294, Lafayette, CA 94549-1294 |
Tel: 925/283-0970 Fax: 925/283-2053 Email: agold@ccnet.com |
|
Other Comments |
|
No response is appropriate for our 'agency' which is the Court of Appeal. |
|
#2 Type of Agency: none of the choices described my library. My library is in a state agency and serves the legal needs of the agency only. |
|
Public Defender Jim Steinberg is currently chairman of the Law Library Board of Trustees. |
|
Law Library is not in a convenient location and does not have staff to assist persons not familiar with the resources. We are reluctant to refer clients/customers because it is often more frustrating for them and court staff. |
|
Our local branch of the County Law Library is small and poorly staffed. My personal experience there was that the librarian tried to be helpful but could not meet the volume of demand for her help. I have heard our patrons make similar comments. |
|
We are the Family Law Facilitator's Office for San Diego County. We refer people to the library for assistance on appellate matters or marital settlement agreements or proposed judgments. |
|
I've used several law libraries in the Bay Area. The staff at our Solano County Law Library are the BEST!! Our law library is a service the State and County should continue to fund (and should increase funds) to assure equal access to the courts and court system for all income segments of the population. |
|
We have an excellent working relationship with the county law library staff. This year we received a LSTA grant to add the holdings of the law library to our online catalog. |
|
I do send other members of the office to the county law library for materials that they have that we don't, but I don't send clients. |
|
Do you have a pamphlet listing your library services and materials, etc? |
|
The Riverside County Law Library has always been very accommodating over the telephone. It is also a beautiful facility. |
|
Our library staff is very supportive of Legal Aid's programs and clients. They are a great resource to the low/no income community. They are Legal Aid's partner in establishing a Self Help Access Center at our court in late 2000. They need more resources to maximize their potential! |
|
We have always heard from our patrons that they received helpful, prompt service given with courtesy and friendliness. |
|
We are in the process of incorporating our County Law Library into our Public Library. This should allow better access and services. The public library will be charging for fee-based services other than Internet (free). We are currently in the process of negotiating the arrangement. |
|
We and our patrons appreciate that the county law library is open evenings and weekends. |
|
Excellent library with crackerjack professional staff, just could use more of them |
|
SAN DIEGO COUNTY LAW LIBRARIES ARE OFFERING |
|
We refer our patrons continually. We have a rather small legal collection because of the law library’s proximity - across the street. So we take every opportunity to inform our patrons of it and the service they can access. It has always been a fine resource; we're hoping that it will not be closed. |
|
The County Law Library, like every other county facility, is poorly housed, cramped and dank. However, the library staff is very helpful and the basic materials are available. |
|
I am the new County librarian and just started on Feb. 5. I have been asked to consider integrating the law coll. & other law resources into our public libr. at a future date. We currently have not addl. staff resources to handle increased svc., although I might consider it because I have a Paralegal Certif. & am familiar w/law resources. |
|
Suggesting to some of our needier patrons that they go to the law library is greeted as if we were suggesting that they go to the moon. The physical (and mental) distance is prohibitive. We have rcvd very little feedback from patrons over the yrs who have used the law library, but it was not positive as far as customer svc goes. We still refer; the materials & staff expertise are needed by many people. |
|
Library staff and patrons find our law library staff to be customer-oriented and helpful. |
|
Public library staff usually refer people to the law library. On rare occasions we go to do research. |
|
It appears to me that the public is very little encouraged to use the local law library. I have been here a year and a half and have never had a patron report a successful search there. It may be that they are going there directly instead of through us. |
|
The County Law Library and the County Public Library have a close relationship, both personally and professionally. |
|
Our library patrons are interested in free services when they come to your library because they are either doing their own legal research or cannot afford to pay fees. |
|
Need more regulations, policies of, e.g. public housing auth's, state/co. welfare & health agencies, school districts, soc.sec. P.O.M.'s. |
|
Placer Co. is great! Other counties we serve (El Dorado, Nevada, Sierra, Amador, Calaveras)- services could be improved in all areas. |
|
A president of the Ventura Co. Bar Assoc., I have tried to answer for our 1,200 members! |
|
The Kern County Library is developing a proposal to partner with the Kern County Law Library to install remote virtual law library centers at various geographically remote branch libraries. Proposed plans include installation of a dedicated computer workstation, staff training, reimbursement for reference services and other ancillary costs depending on the wishes of the Kern County Law Library Board. |
|
What we really need is some kind of legal assistance for people who have no money for an attorney. Court staff will not even tell people which form they have to fill out, much less answer questions on how to fill them out. |
|
Staff assistance at branches would be nice. |
|
Our bar association has tried to support our local law library, but lacks the funds to make a significant contribution. We see it as a valuable and needed resource though. |
|
We don't have a law library. |
|
Placer Co. Law Library was housed in our public library for 15 yrs while the Co. courthouse was restored. Thus, long-time staff became familiar with it (esp. Ref. staff). For the last 5 yrs or so it is in new quarters, less than 1 mile away & is considered a 'branch' of the Auburn-Placer Co. Library, although its funding sources remain different. |
|
My office is in the library; my court people staff it. |
|
The referrals made by our agency are made because non-attorneys & non-students do not have access to our library. |
|
The District Attorney's office updates and controls Law Library. This may change soon and be taken over by Co. Library system. |
|
Have only toured County Law Library. |
|
Since the advent of Nolo Press books & online databases such as Findlaw, we have been referring fewer patrons to law library. Most people are looking for legal help and the co. law libr. is not perceived as 'user friendly.' We can't help people w/legal questions at the Public Library because we are not attorneys. Maybe the law library could partner w/legal aid for people seeking legal interpretation and services. |
|
Our district uses the SJVLS Reference Center (SJVIS) for all reference needs. |
|
This might duplicate a fax copy sent on 3/20 -- had trouble with our fax. |
|
By contract. |
|
Rarely refer-- our agency or other libraries have most of what our clients need. Our clients have reported discomfort in their attempts to use the Co. law library. |
|
The law library serves a valuable function. |
|
Need more professional staff weekends and evenings. |
|
Staff rarely uses Law Library. |
|
Would be nice if Co. law libraries did outreach informative orientations to public library staff (ref.) in their counties, so we would know exactly what is available at law library when we refer our patrons. Via visits, letters, email, etc. |
|
Refer 'up to 500 per year' = 3 regional libraries plus 24 branches. |
|
Computer-based legal research is overrated. County Law Library should be the one place where you can read a book. |
|
1) Refer more than 25/year if you include all library branches. |
|
Public Defender by contract / small county. |
|
Yuba Co. is currently in the process of converting the law library to an online service and relocating to the co. library. |
|
We utilize the State Law Library more than the Co. Law Library. |
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Thank you for survey. We will have to make a trip & find out what resources are available to our clients & see what San Diego Law Library has. |
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Our library is set up for attorney use, not really for the public. Staff are helpful to public, but it closes at 5:00 pm. |
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The library is underfunded, has outdated materials, no staff and is of very limited value. |
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Dept. of Corrections already has contract with Mountain Valley Library System for materials that we don't have here at the State Prison Library. |
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There is a need for a law library in Mammoth Lakes, with adequate self-help books, CEB materials or an interchange with other libraries for videos. |
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Your Lexis/Nexis service is too expensive. There should be a flat fee if you want to use it, not a per-minute charge fee basis. |
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(from #10 above) More communication with no describing (?) services in Santa Maria and Santa Barbara. |
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Only 3 communities in San Bernardino co. have law libraries. Online access available thru regular libraries might be helpful in more remote areas. |
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Part of the law library's materials are in the co. counsel's office which is located in a different bldg. from the courthouse where the law library is situated, so it is confusing for our client referrals. |
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We would most likely refer patrons for fee-based services rather than providing those services ourselves. |
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We're very glad the Co. Law Library is available to our public. It's a very good 2nd level reference service. |
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We have sufficient resources in house |
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The Riverside County Law Library branch is a great resources and a big help for us. Their service is great! |
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We carry West's annotated codes and many Nolo titles that our patrons need. We refer patrons to the Legal self-help office run by the Superior Court for other matters. |
