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Who’s in the Queue? A Demographic Analysis 

of Public Access Computer Users and Uses in 

U.S. Public Libraries

By Carlos A. Manjarrez and Kyle Schoembs Page 1 of 8

Research Brief No. 4, June 2011

Introduction

Over the past decade, policy discussions about public access computing in libraries have focused on the role that 

these institutions play in bridging the digital divide. In 

these discussions, public access computing services are 

generally targeted at individuals who either cannot afford 

a computer and Internet access, or have never received 

formal computer instruction and lack the basic computing 

skills necessary for full digital citizenship. 

Following this logic, public access computing could 

easily be seen as a temporary community service whose 

need would essentially fall away as more people gain 

access in their homes. However, this has not been the 

case. Despite the fact that computer and Internet penetration rates are climbing at dramatic rates,1

 public access 

computer services in U.S. public libraries continue to be in 

high demand. 

Evidence of this demand can be seen in a number of 

ways. The Public Libraries in the United States survey, 

1 Horrigan, J. B. 2010. Broadband Adoption and Use in America. OBI 

Working Paper Series No. 1. Available at http://online.wsj.com/public/

resources/documents/FCCSurvey.pdf.

which is conducted annually, shows a persistent demand 

for public access computing services over the past three 

years of available data, with library staff reporting an 

average of 1.2 public access computer uses per person in 

their legal service areas.2 Results from Libraries Connect 

Communities: Public Library Funding & Technology Access 

Study 2010-2011 provide a particularly poignant measure 

of demand, with 76.2% of the librarians responding that 

their facilities have too few workstations to meet their patron’s needs, which is up slightly from the previous year’s 

estimate.3

Over the past decade, public libraries have responded 

to this demand by increasing financial investments in 

hardware, subscription databases, and computing infrastructure. Specificaly, between 2000 and 2007, the avail2 Henderson, E., Miller, K., Craig, T., et al. 2010. Public Libraries 

Survey: Fiscal Year 2008 (IMLS-2010–PLS-02). Washington, DC: 

Institute of Museum and Library Services. 

3 Hoffman, Judy, John Carlo Bertot, Denise M. Davis, and Larra Clark. 

Libraries Connect Communities: Public Library Funding & Technology Access Study 2010-2011. Available at www.ala.org/ala/research/initiatives/

plftas/2010_2011. 

Highlights

• The demographic analysis in this brief dispels some 

myths about the beneficiaries of public access 

computer services in U.S. public libraries. Public 

access computer users largely resemble the general 

public in terms of age, education, and even in the 

overall level of home computer and Internet access.

• The fact that many different people report that 

they are able to fulfill a wide variety of information 

needs is a clear indication that public libraries are 

providing much more than basic technology access.

• Substantive uses of public access computers mirror 

the needs people have at different stages of the life 

course. Young people identify education activities 

as their main use, people between the ages of 25 

and 54 identifying employment activities as their 

top use, and people 55 and older reporting health 

and wellness research as the main public access 

computer use. 
7.1%

8.3%

13.5%

18.2%

15.7%

11.7%

9.0%

16.4%

7.5%

8.0%

13.4%

17.9%

17.5%

16.5%

10.4%

8.80%

0% 2% 4% 6% 8% 10% 12% 14% 16% 18% 20%

75+

65-74

55-64

45-54

35-44

25-34

19-24

14-18

US Population Library Public AccessComputer Users

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Who’s in the Queue? A Demographic Analysis of Public Access Computer Users and Uses in U.S. Public Libraries

ability of Internet terminals in public libraries increased 

sharply by 90% on a per capita basis.4 Database licensing 

and technology infrastructure projects continue to be the 

largest categories of expenditure that State Library Agencies report to the Institute of Museum and Library Services 

(IMLS) in their annual State Program Reports.5

Given the nature of policy discussions and size of the 

public investments, it may be surprising to some that all of 

this activity has taken place without a great deal of information about the beneficiaries. Until recently, there was no 

reliable data about who was making use of these services 

or what they were doing when they logged on. However, 

in 2009, researchers from the University of Washington’s 

Information School conducted a national survey called 

Opportunity for All that focused on public access computer 

users in public libraries.6 The survey, which collected information from over 40,000 people through a combination 

of traditional household phone survey techniques and a 

point-of-service web-based survey, provides a wealth of information about the characteristics of users and the nature 

of their computer use at the library.

In the subsequent sections, we take a closer look at the 

demographic characteristics of the public access users. In 

the first part of the analysis, we compare data collected for 

the U.S. Impact Study with data from the Current Population Survey (CPS) collected in the same year. The purpose 

of this analysis is to identify who uses public access computers and determine whether or not they differ systematically from the general population. The next section examines how people are using computer resources in libraries 

and explores how demographic characteristics affect the 

type of information they access. The final section summarizes the findings in light of national information policy 

initiatives.

4 Henderson, E. 2009. Service Trends in U.S. Public Libraries, 

1997-2007. Research Brief series, no. 1 (IMLS-2010-RB-01). Washington, DC: Institute of Museum and Library Services.

5 Manjarrez, C., Langa, L., Miller, K. 2009. A Catalyst for Change: 

LSTA Grants to States Program Activities and the Transformation of 

Library Services to the Public (IMLS-2009-RES-01). Washington, DC: 

Institute of Museum and Library Services.

6 Becker, S,, Crandall, M. D., Fisher, K. E., Kinney, B., Landry, 

C., & Rocha, A. 2010. Opportunity for All: How the American Public 

Benefits from Internet Access at U.S. Libraries (IMLS-2010-RES-01). 

Washington, DC: Institute of Museum and Library Services.

Comparisons of Public Access Computer Users 

and the General Public

Figure 1 compares the age distribution of public access 

computer users from the U.S. Impact Study with that of 

the CPS from 2009, which is conducted by the U.S. Census Bureau. The chart provides an indication of whether or 

not public access users make use of the service at a rate 

that would be expected given their numbers in the general 

population. As can be seen from this chart, the percentage of users for most age categories are comparable to the 

percentage of people in the same grouping in the general 

population, except in two cases. In these cases, there is 

a statistically significant difference between the proportion of public access users in a given age category and the 

proportion of people in the general population. The proportion of young people between the ages of 14 and 19 who 

reported public access computer use is 16.4% compared 

to 8.8% in the general population. Among 25- to 34-yearolds, a significantly lower number reported using public 

access computers than the proportion found in the general population, 11.7% and 16.5%, respectively. In other 

words, public access services seem to be an attractive option for young people in their high school years but appear 

to be less so for a small segment of adults at a prime age 

for workforce participation. 

Figure 1. Age Comparison of Public Access Computer 

Users to General Population, 2009

Source: IMLS analysis of U.S. Impact Study survey data and CPS 

(October 2009 Supplement).
3.0% 3.7%

21.1%

27.9%

11.1%

16.9% 16.3%

5.3%

9.0%

29.3%

20.3%

7.4%

17.6%

8.2%

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

Grade school Some high

school

High school

or GED

Some college 2 year degree

or career,

technical,or

trade school

4 year degree Post graduate

study

Library Public AccessComputer Users US Population

Source: IMLS analysis of U.S. Impact Study survey data and CPS (October 2009 Supplement).

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Another measure that can be used to determine 

whether or not the public access users are significantly 

different from the general public is to compare the level 

of education of both groups. Educational attainment, like 

age, is highly correlated with computer and Internet use.7

As with the age comparison, the distribution essentially 

mirrors that of the general population (see Figure 2). The 

only statistically significant differences observed between 

the two groups are in the high school diploma category 

and the category of people reporting postgraduate study. 

Perhaps more interesting than the differences found within 

individual age categories is the general pattern that appears across all seven categories. For the three categories 

at or below the high school diploma level, public access 

computer users are slightly less prevalent than would be 

expected given their size in the general population. How7 Horrigan, J. B. 2010. Broadband Adoption and Use in America. OBI 

Working Paper Series No. 1. Available at http://online.wsj.com/public/

resources/documents/FCCSurvey.pdf.

ever, for the three categories above the high school diploma level, public access computer users are slightly more 

prevalent. In other words, public access computer users 

appear to have more formal education than the general 

population, although the observed difference is very small.

A third characteristic that would seem to set public 

access computer users apart from the general public 

is their access to computers and Internet in the home. 

There is a common assumption that public access 

computer users are generally less likely to have access 

to computers and the Internet at home, which is why 

they seek access through their local library. But here 

again, the available evidence does not provide a clear 

basis for this claim. Respondents to the Opportunity for 

All survey were asked a series of questions to determine 

whether or not they had access to computers and the 

Internet. Respondents were asked whether or not they 

had regular access in the home, at their work, at their 

school, at a community center, or in another place. The 

Figure 2. Comparison of Education Attainment of Public Access Computer Users to General Population 

for Persons Over the Age of 25, 2009
User Type and Characteristics With Home 

Computer/

Internet 

Access

Without 

Home 

Computer/

Internet 

Access

Demographic Characteristics (not listed above)

Male 52.9% 65.4%

Female 47.1% 34.6%

White (Non-Hispanic) 74.6% 61.0%

Black (Non-Hispanic) 10.0% 18.6%

Asian (Non-Hispanic) 4.7% 1.2%

Other (Non-Hispanic) 2.4% 3.4%

Hispanic 8.3% 15.9%

Average age 48 yrs 39 yrs

Schooling above high school diploma 65.4% 50.4%

Below 100% of poverty 13.3% 32.5%

Between 100% and 200% of poverty 26.5% 33.5%

Above 200% of poverty 60.1% 34.1%

Work full-time 59.7% 62.8%

Work part-time 32.6% 29.1%

Frequency of Library PAC Use

Every day or most days 13.8% 31.6%

At least once a week 18.9% 34.2%

About one to three times a month 21.6% 20.4%

Less than once a month, but more than 

once a year

27.4% 10.6%

About once a year or less often 18.4% 3.2%

Regular Access at Other Sites

School 20.5% 35.2%

Work 27.2% 33.2%

Community Center 3.1% 9.7%

Someplace else 6.5% 37.5%

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vast majority of the library public access computer users 

(86.1%) reported they had “regular access to a computer 

and the Internet for your personal use” at home. This can 

be compared to the overall Internet and computer access 

rate of 90% for the general public in the CPS sample.8

Furthermore, among the remaining 13.9% of respondents 

who did not have access in the home, 100% said that they 

had regular access through their work, school, community 

center, or another location. 

Characteristics of Library Public Access 

Computer Users

While public access computer users as a group may not 

vary significantly from the general profile of the American 

public, that does not mean that there are no important 

subgroupings within the users themselves. Table 1 provides 

a comparison of library public access users based on the 

presence of a computer and Internet in the home. The table 

highlights differences in demographic characteristics, the 

frequency of computer use in the library, and the relative 

availability of computers and the Internet in other venues.

The most notable difference among the public access 

computer users without home access is the fact that close 

to two-thirds of the users are men, whereas the gender 

distribution among people who have computers in their 

home is more evenly divided. Also, a higher proportion of 

library public access computer users who lack home access are Black or Hispanic and are more likely to be poor. 

Though they are poorer as a group, public access computer 

users without home computers and Internet access are just 

as likely to be employed as the users that reported having 

home computers. 

Respondents who lack access at home are also more 

likely to be frequent users of library public access computers than people who have computers in the home. Over 

65% of these users reported using computers and the 

Internet in the library at least once a week or daily, compared to 33% of the public access users who had access 

at home. They also reported consistently higher rates of 

access to computers and the Internet in other venues such 

8 It should be noted that the wording of the questions about home 

computer and Internet access between the two surveys differs slightly. The 

estimate of 90% is based on HENET3 variable, which corresponds the 

question: “Do you/Does anyone in this household connect to the Internet 

from home?” 

as schools, work, and community centers. This difference may be explained by the fact that the lack of home 

access would likely heighten awareness of alternative 

service sites.

Table 1. Characteristics of Public Access Users by Home 

Access Type, 2009

Source: IMLS analysis of U.S. Impact Study survey data.
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Examining the Many Uses of Public 

Access Computers

In addition to investigating who made use of public 

access computer centers, the U.S. Impact Study asked 

respondents about the type of information they sought 

when they logged onto the workstations in their local 

library. There were eight major categories of activities 

that were examined: social connections/communications, education, employment, health and wellness, government and legal, community engagement, managing 

finances, and entrepreneurship (see Figure 3). The most 

frequent use identified by respondents was in the social 

connection/communication category, which includes 

a range of activities such as email, chatting, pursuing 

hobbies, surfing the Internet, or gaming. Overall, 60% 

of the respondents reported using library computers 

and the Internet for this purpose, followed by education 

(42%), employment (40%), and health and wellness 

(37%). 

Figure 3 provides an overall ranking of the eight use 

categories for all public access computer users. While 

a single metric for all users provides a useful general 

benchmark, there are many different factors that might 

affect the kinds of information resources people access 

when they log onto computers in their local library. The 

unemployed may be more likely to access employment 

resources, young people may be more likely to make use 

of educational support resources, and the elderly may be 

more prone to access health information. 

To explore these questions, we looked at the relationship between different social/demographic characteristics 

and the different categories of use from the study. In this 

analysis, the factors that appeared to have the most consistent impact on the rate and character of public access 

use were the availability of a computer in the home and 

the age of the public access computer user. 

Figure 4 examines the differences in the rates reported 

for the eight categories, separating out respondents who 

have a computer and Internet in the home from those who 

do not. The chart essentially repeats the information from 

Figure 3 but reports on the two groups separately. Two 

things stand out in this presentation of the data. First, 

the pattern of use among people who have computers in 

the home and those who do not is essentially the same: 

for both groups, social connections uses were reported 

more highly than education uses, education uses were 

reported more often than employment uses, etc. Second, 

people who do not have access to computers in the home 

report greater use across all eight activity areas. In other 

words, the information needs for both groups appear to be 

essentially the same. The main difference between public 

access users who also enjoy access at home and those who 

do not appears to be the frequency at which they make use 

of different information resources. 

7%

25%

33%

34%

37%

40%

42%

60%

0% 10% 20% 30% 40% 50% 60% 70%

Entrepeneurship

Managing nances

Community engagement

Government and legal

Health and wellness

Employment

Education

Social connection

Figure 3. Rank of Public Library Internet Use by Subject Area, 2009

Source: Becker, S,, Crandall, M. D., Fisher, K. E., Kinney, B., Landry, C., & Rocha, A. 2010. Opportunity for All: How the American Public Benefits 

from Internet Access at U.S. Libraries(IMLS-2010-RES-01). Washington, DC: Institute of Museum and Library Services.
77.7%

55.9%

55.9%

50.3%

42.9%

42.9%

31.2%

10.3%

57%

44%

34%

33%

31%

31%

23%

7%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Social connections/ communications

Education

Employment

Healthandwellness

Government

and legal

Community

engagement

Managing nances

Entrepeneurship

No Home Computer/Internet Access Home Computer/Internet Access

77.8%

73.3%

67.4%

60.1% 58.4%

53.8%

43.7%

31.8%

20%

30%

40%

50%

60%

70%

80%

90%

14-18 19-24 15-34 35-44 45-54 55-64 65-74 75+

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Who’s in the Queue? A Demographic Analysis of Public Access Computer Users and Uses in U.S. Public Libraries

Figure 4. Rank of Public Library Internet Use by Subject 

Area and Home Access Type, 2009

Table 2 provides a more detailed analysis of the relationship between age and the type of information people 

seek through public access computers. In this table, we focused on the substantive uses of public access computers 

for people of different age groups, examining all categories 

except social connections/communication.9 To the right of 

this ranking, we report the top activities that correspond to 

the major use category. For example, the 14- to 19-yearolds reported education as their top substantive use of 

public access computers. The activities in the gray area to 

the right display the top education-related activities among 

the people who selected the education use. 

From this table, one can see that the substantive uses 

listed by people of different ages essentially follow the 

needs and preoccupations that people have at different 

stages of the life course. Young people between the ages of 

14 and 24 identified education uses as the top substantive 

category, people between the ages of 25 and 54 identified 

employment as the top substantive category, and people 

55 and older reported health and wellness as their top 

substantive use category. Readers will note that for older 

users, the spread between the top substantive categories 

(health and wellness) and the bottom categories (civic 

engagement) is quite small, which suggests that the uses 

of the older users vary more widely than the uses reported 

by younger public access computer users. 

Discussion

The demographic analysis in this brief provides an opportunity to dispel some myths that have lingered regarding 

the target service population for public access computer 

services in U.S. public libraries. Through this analysis, we 

see that public access computer users largely resemble the 

general public in terms of age, education, and even in the 

overall rate of home computer and Internet access. 

The fact that many different people report that they are 

able to fulfill a wide variety of information needs is a clear 

indication that public libraries are providing much more 

than basic technology access. If there were no added value 

to utilizing a computer and Internet services through pub9 In this section, we have highlighted substantive uses for two reasons. 

First, the percent reporting social connections/communications uses 

are displayed in Figure 5. Second, substantive uses provide more detail 

about the social needs and interest of the users than communications 

functions. 

Source: IMLS analysis of U.S. Impact Study survey data.

While access to home computers may not significantly 

affect the kind of information people seek when they log 

onto the Internet through public library computers, another 

demographic characteristic does seem to play a role: age. 

Figure 5 displays the rate of social connection use (the 

most prominent among the eight categories) for users of 

different ages. This chart displays a clear relationship between the use of library computers for social connections 

and a person’s age, with younger users reporting much 

higher rates of social connections/communications use 

than older respondents. 

Figure 5. Percent of Library Public Access Users 

Reporting Social Connections/Communications Use 

by Age Category, 2009

Source: IMLS analysis of U.S. Impact Study survey data.
Age Category Top Three Substantive Areas Highest Ranking Activity for Top Substantive Area

do homework for a class (64%)

14-18 years

Education (64%) learn about college degree or certificate programs (28%)

 Civic Engagement (34%) do an online assignment or take an online class (27%)

 Employment (28%)

learn about college degree or certificate programs (51%)

19-24 years

Education (54%) to do homework for a class (48%)

 Civic Engagement (54%) to apply for financial aid (21%)

 Employment (35%)

search for a job opening or career opportunity (84%)

25-34 years

Employment (56%) work-related research (64%)

 Education (42%) work on a resume (55%)

 Health (35%)

search for a job opening or career opportunity (80%)

35-44 years

Employment (45%) work-related research (67%)

 Education (41%) work on a resume (54%)

 Health (37%)

search for a job opening or career opportunity (80%)

45-54 years

Employment (49%) work-related research (65%)

 Health (44%) work on a resume (51%)

 Education (44%)

learn about a disease, illness, or medical condition (88%)

55-64 years

 Health (46%) learn about diet or nutrition (65%)

 Employment (43%) learn about a medical procedure (58%)

 E-government (42%)

learn about a disease, illness, or medical condition (87%)

65-74 years

 Health (39%) learn about a medical procedure (62%)

 E-government (39%) learn about diet or nutrition (62%)

 Civic Engagement (33%)

learn about a disease, illness, or medical condition (96%)

75+ years

 Health (37%) learn about a medical procedure (67%)

 E-government (33%) learn about diet or nutrition (57%)

 Civic Engagement (26%)

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Who’s in the Queue? A Demographic Analysis of Public Access Computer Users and Uses in U.S. Public Libraries

lic libraries, then there would be no reason for the 86.1% 

of respondents who reported also having regular home access to make use of these services in their local library. Indeed, a recent Federal Communications Commission report 

found that even among households that enjoy broadband 

access, 33% report having used computers in the library.10

These statistics clearly demonstrate that people are not going to the library simply to use the hardware. They are going to the library to complete school assignments, to find 

a job, to learn more about health and wellness issues, and 

much more. With a combination of: accessible hours and 

locations, a wealth of digital and hard copy content, computer and Internet access, and professional library staff, 

10 Horrigan, J. B. 2010. Broadband Adoption and Use in America. OBI 

Working Paper Series No. 1. Available at http://online.wsj.com/public/

resources/documents/FCCSurvey.pdf, p. 20.

it’s not difficult to see how many different people may find 

public libraries to be a more efficient place to meet their 

information needs than the computer in their home. 

One can easily imagine an alternative future for public 

access services in libraries. Had public libraries not made 

early investments in information technology or had they 

failed to keep pace with rapidly changing information technology environments and the public demand for up-to-date 

hardware and digital content, it is likely that they would 

not enjoy such widespread use. The investments over the 

years have been considerable and have enlisted many different actors. At the federal level, the Library Services and 

Technology Act, E-Rate funding, the Technology Opportunities Program, and the Rural Broadband Development 

Program have all contributed to the infrastructure found in 

public libraries. At the state level, coordination and planTable 2. Top Substantive Uses of Public Access Computers by Age Category, 2009
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ning activities by state library administrative agencies have 

combined federal and state dollars to leverage the state’s 

purchasing power for hardware and digital content and 

provided staff development training across their states. 

Local funding, which covers the vast majority of public library expenditures in the United States, has clearly helped 

make public access computing a nearly ubiquitous service 

in public libraries—one that continues to be relevant for 

all segments of their communities.

Of course, the future of public access computing 

services is not certain. Constrained budgets at the federal, 

state, and local levels continue to challenge state and local library administrators to provide this capital-intensive 

service, while at the same time cutting expenditures across 

the board. At the state level, state library administrative 

agencies have reported much more pronounced reduction 

in staff and revenues than they have experienced in recent 

years.11 Future support for high-demand library services 

will depend heavily on the sector’s ability to communicate 

the value of these services and identify specific ways in 

which they improve the lives of individuals and build stronger communities.

A new initiative by IMLS provides an opportunity to 

make a clearer case of how public access computer services through libraries make a difference in communities. In 

response to a recommendation in the National Broadband 

Plan, IMLS, working in cooperation with the University of 

Washington and the International City/County Manager’s 

Association, has developed the Framework for Digitally 

Inclusive Communities. The principals for this framework 

are not focused on the technological aspect of the public 

access services, but rather on the social and economic 

aspects of inclusion. They address availability and affordability, digital literacy, consumer protection, and accessibility for people with disabilities. The targeted principals 

are substantively focused on issues such as education, 

economic development, health care, public safety, and 

civic engagement. By directly linking library services to 

social and economic concerns, the sector can broaden the 

narrow stereotype some segments of the public have of the 

11 Henderson, E., & Lonergan, J.. 2011. Majority of States Report 

Decline in Support for Library Services. Research Brief series, no. 3 

(IMLS-2011-RB-03). Washington, DC: Institute of Museum and Library 

Services.

library, as a mere provider of books and remedial computer 

support for a narrow demographic, to include its role as an 

important contributor to wide variety of community development needs.

Carlos Manjarrez is the Director of the Office of Planning, Research, and Evaluation. Kyle Schoembs is a 

research assistant in the Office of Planning, Research, and 

Evaluation.

About the Institute of Museum and Library Services:

IMLS is the primary source of federal support for the 

nation’s 123,000 libraries and 17,500 museums. The 

IMLS’ mission is to create strong libraries and museums 

that connect people to information and ideas. The IMLS 

works at the national level and in coordination with state 

and local organizations to sustain heritage, culture, and 

knowledge; enhance learning and innovation; and support 

professional development.

Suggested Citation: Manjarrez, C., & Shoembs, K. 2011. 

Who’s in the Queue? A Demographic Analysis of Public 

Access Computer Users and Uses in U.S. Public Libraries. 

Research Brief series, no. 4 (IMLS-2011-RB-04). Washington, DC: Institute of Museum and Library Services.

The U.S. Impact Study was conducted by the University 

of Washington in summer of 2009. The mixed method 

national survey was administered at the point-of-service 

in public libraries across the country via a web-based 

tool and as a national household survey. There were over 

48,000 respondents to the study in the public data file. 

This data set provides information on the demographics of respondents and the nature of their public access 

computer use. For more information about the database, 

please contact Carlos Manjarrez at the Office of Planning, 

Research and Evaluation. The CPS is a monthly survey of 

households conducted by the U.S. Census Bureau for the 

Bureau of Labor Statistics. It provides a comprehensive 

body of data on the labor force, employment, unemployment, persons not in the labor force, hours of work, earnings, and other demographic and labor force characteristics. The 2009 computer use data is collected through a 

supplement to the CPS. The survey has included questions 

on Internet use since 1997.