The Web has not yet made everyone high-functioning citizens, according to “The Internet and Civic Engagement,” a report released yesterday by the Pew Charitable Trusts. Affluent and well-educated Americans are still the most likely to get involved in political campaigns and charitable groups, though the authors say this pattern may yet change, thanks to blogs and social networking sites.
The report also includes this evidence that the benefits of talking to a “real person” in government may be overrated:
One surprising finding in the August 2008 survey is that individuals who email a government official are just as likely to get a response to their query—and, more importantly, to be satisfied with the response they receive—as those who get in touch with their elected officials in person, by phone, or by letter. Among those who contacted a government official via email, 64% say they received a response to their query and 63% were satisfied with the response they received. These are nearly identical to the 67% response rate and 66% satisfaction rate for those who contacted a government official by phone, fax or email. [NOTE: Based on the data in the report, I believe that last phrase should be “by phone, fax, letter, or in person.”]
This result probably isn’t that surprising to anyone who’s spent a lot of time on hold, or being transferred from department to department, when trying to get a response from any level of government. Even Boston Mayor Tom Menino, long a conscientious objector to the Digital Age, has been convinced. The Boston Globe reported in July that the city is introducing an iPhone application allowing constituents to email complaints — and photos — of potholes, overflowing trash cans, and the like:
Menino has said he fears that too much technology could allow government to lose the personal touch. But he insisted he is excited about the new application and plans to buy an iPhone so he, too, can report potholes, faded crosswalks, and overflowing trash cans.
But will the encouragement of Internet interaction lead to the revival of Menino’s proposal to move City Hall from downtown to the less accessible South Boston waterfront?