3. COMMUNICATIONS WITH GOVERNMENT OF CANADA AND INTERNET USE

3.1 CONTACT WITH GOVERNMENT

Survey respondents were asked to indicate whether they have contacted the federal government within the last three months. Less than a quarter (21 per cent) have made contact. This is comparable to results from August 2001. On the other hand, the level of contact with the federal government is significantly lower than reported by the general public at either of the time periods measured in the past year or so.

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• Residents with low incomes (less than $10,000) are far less likely to have contacted the federal government in the three months preceding the survey. Similarly, contact with the federal government is correlated with level of education and literacy levels
  
• Finally, those with Internet access are more likely to have made contact with the Government of Canada.

Respondents also rated the overall quality of service or information they received from the federal government in their most recent request. Results indicate that residents continue to be only moderately satisfied with the quality of service or information provided by the federal government: 41 per cent rated the quality as good, 28 per cent rated it as poor, and the remaining 30 per cent rated it as neither.

The quality of service or information received more positive ratings than in the August 2001 survey. First Nations residents are significantly less satisfied than the general public, however, based both on a recent survey (September 2002) and a previous survey conducted in May of 2001. In both surveys of the general public, close to two-thirds rated the quality of service or information as good.

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• Women rated the overall quality of service or information received more poorly than did men.
  
• Those with a university education are more likely to have rated the quality as poor and individuals with a college education are more likely to have rated the quality as neither good nor poor.
  
• Residents with Internet access are less likely to have rated the quality of service or information provided as good.
  

3.2 PREFERRED MODES OF CONTACT

Survey respondents were asked to comment on the usefulness of different ways that the Government of Canada can provide information to them. More specifically, they were asked to indicate whether or not a number of different methods of communication would be useful for them. As in previous surveys, television is the method identified as most useful by the greatest number of First Nations residents (85 per cent in this survey, 77 per cent in August 2001). Close to three-quarters identified radio and mail as useful means of communication (which is also similar to previous surveys). Pamphlets/newsletters also garner high levels of support (69 per cent consider this a useful method of communication) although this category was not tested in previous surveys.

Weekly newspapers, daily newspapers and telephone/fax (not tested previously) are also all considered useful by over 60 per cent of First Nations people, while posters, general meetings, and personal visits are considered useful by just over half of respondents. The Internet received more support than in August 2001 (47 per cent versus 40 per cent) although it continues to be useful to just under half the population.

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• Responses varied somewhat by level of education. Those with grade school education are more likely to consider direct methods such as telephone/fax, general meetings and personal visits as useful, while high school graduates are less likely to do so.
  
• The Internet is considered most useful by people with a university education, those with Internet access, and young residents (the perceived usefulness of this means of communication decreases steadily with age).
  
• Individuals who have contacted the federal government in the last three months are also more likely to consider most sources as useful than those who have not initiated any contact.

In order to gauge the relative usefulness and preferred means of communication with the Government of Canada, respondents were also asked to identify the first, second and third most useful means of receiving information from the federal government. Television is again rated as the most useful means of communication by a wide margin, with over one-third (36 per cent) selecting it as the most useful way to receive information from the federal government, 22 per cent rating it as the second most useful, and 12 per cent rating it as the third most useful. Radio is again the next most popular means of communication, with 42 per cent selecting it as the first, second or third most useful method of communication, followed by daily newspapers (selected first, second or third by 36 per cent).

While the order in which most methods of communication are rated most useful did not change from 2001, the overall rating accorded to each means declined from the previous surveys due to the addition of new methods being tested. Additional methods of communications tested include pamphlets/newsletters, telephone/fax, general meetings, and personal visits. While many of these methods were considered fairly useful to First Nations residents in general (particularly pamphlets/newsletters), these did not receive the highest ratings in terms of the most useful means of communication overall.

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• Again, selection of the Internet as first, second or third most useful means of communication is positively correlated to income and education levels, and declines by age group.
  
• Daily newspapers were more likely to be selected as the most useful means of communication by residents with higher levels of education and by those residing in larger communities (population of 1,500 or more).
  
• Those who have not contacted the federal government within the last three months were more likely to select television as the most useful means of communication, and less likely to select the Internet, general meetings or personal visits as the most useful methods of communicating.

3.3 TOLL-FREE NUMBER

The level of awareness of the Government of Canada's toll-free number was tested in the survey; respondents were asked to indicate whether they were not at all, not very, somewhat or very aware of the federal government's toll-free number. The majority (66 per cent) are not aware of the existence of the toll-free number. Just over a third (34 per cent) are aware of the number, with 13 per cent indicating that they are very aware and 21 per cent somewhat aware. The level of awareness remains unchanged from the previous survey (August 2001).

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• Awareness of the toll-free number is lowest among residents with some high school education and higher among those with a high school diploma, college or university education.
  
• Awareness is slightly higher among individuals who are not in the labour force.
  
• Not surprisingly, awareness is significantly higher among residents who have contacted the federal government within the last three months versus those who have not.

Awareness of the toll free number is higher among residents of B.C. and Alberta, and slightly lower in Atlantic Canada. Individuals living in communities with a below average socio-economic status rating are also less aware of the toll free number.

3.4 USAGE OF THE INTERNET

Access to the Internet and Internet usage was also explored through questions on Internet access, Internet use and usage of Government of Canada web sites in the three months preceding the survey. Over half the respondents surveyed (55 per cent) have access to the Internet. This is similar to results of the previous survey (August 2001) when 52 per cent indicated that they had such access. Access to the Internet continues to be much higher among the general public. In a September 2002 survey of the general public, 72 per cent of respondents indicated that they have access to the Internet.

Residents with access to the Internet were asked to indicate whether they have used the Internet in the past three months. The majority (81 per cent) reported that they have used the Internet in this time frame. Again, usage of the Internet is significantly higher among the general public.

Access and usage of the Internet is linked to several background variables including income, education, age, region and literacy.

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• Not surprisingly, access also varies by age; with a larger proportion of residents under 45 reporting access and a much smaller proportion of residents aged 55 and over reporting access.
  
• Households with children are more likely to have access to the Internet (61 per cent do) versus those with no children (45 per cent). Furthermore, those with children over the age of five are more likely to have access than those whose children are younger. Additionally, those whose children are in off-reserve schools are more likely to have Internet access versus those with children in schools on-reserve or who are not attending school.
  
• Access to and use of the Internet increases steadily with the income and education levels of residents, and a similar correlation exists with respect to literacy level and employment status.
  
• Those whose first language is an Aboriginal language are less likely to have access to the Internet.
  
• Access to the Internet is lower among residents in Saskatchewan and in below average socio-economic status communities, and higher among those living in Atlantic Canada.

Just under half of those surveyed (47 per cent) who have used the Internet within the last three months have also visited a Government of Canada web site in that time. This is similar to the level in the general public (where 52 per cent have visited a federal government web site based on a September 2002 survey).

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• Use of federal government web sites is also correlated to education, literacy, age and employment status.
  
• Individuals living in larger mid-size communities (1,501 to 3,000 population) are more likely to have visited a Government web-site.
  
• Again, households with children in off-reserve schools are more likely to have visited a Government of Canada web site in the previous three months.

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