Wang, Yinhan; 2011, ‘Media Literacy Dossier: research review 5

(Deursen and Dijk 2009), LSE Media Policy Project, April 12.

Full reference details of reviewed article:

Deursen, A. J. A. M. v., & Dijk, J. A. G. M. v. (2009). Improving digital skills for the
use of online public information and services. Government Information
Quarterly, 26, 333-340.

Conceptions/definition of media literacy (or related concept) used

The authors propose a framework of digital skills that distinguishes between
four types of skills:
- Operational skills: the skills to operate digital media;
- Formal skills: the skills to handle the special structures of digital media
such as menus and hyperlinks;
- Information skills: the skills to search, select and evaluate information
in digital media;
- Strategic skills: the skills to employ the information contained in digital
media as a means to reach a particular personal or professional goal.
(p. 334)

Research method/scope of empirical work

The study asks: (i) whether Dutch citizens have a good level of all the four
digital skills; (ii) whether the possession of digital skills differs among citizens;
(iii) how can government improve their online services; (iv): how can the
government and other stakeholders improve citizens’ digital skills level?

Random sample was first selected from phonebook, and then a selective
quota sample was selected for the strata of gender, age and educational
attainment. Resulting sample is 109 citizens, not representative.

Participants completed a test assignment consisting of nine assignments

intended to test whether they can find the right answer online, and how much
time it takes. In addition, they filled out a questionnaire collecting demographic
and Internet use information.

Key findings
- On average, 80% of the operational skill assignments and 72% of the
formal skill assignments were completed. But only 62% of the
information skill assignments and 25% of the strategic skill
assignments were completed.
- Education level and age are the primary and secondary correlating
factor in the participants’ level of digital skills performance. However,
even though the younger group of participants (18-29) scored higher in
the operational and formal tasks, their score in the information and
strategic tasks are not significantly higher than the older participants.

1
 - Those with more years of Internet experience were able to complete
more operational tasks and spend less time on the tasks. Those who
spend more time online weekly also can complete formal Internet tasks
with less time.
- As to information and strategic skills, they do not correlate with years of
Internet experience and weekly Internet use time.

Key implications for research and policy-making

- Senior people and those with lower education attainment are between
the two groups that have low level of operational and formal skills.
Every visit to a new public service website may involve a new learning
process, which could be taxing for them. The authors suggest that
governmental websites should offer a simple version and an advanced
version, but with the same website design and menu structure,
targeted to citizens of various skill levels.
- Government portal website may contain information too excessive in
scope and menu design too broad for users, which makes specific
information search more difficult. Such portal website should state
clearly the purpose, the information source of the website, and what
people can expect to find there.
- Children’s digital skills should be enhanced through regular education,
focusing especially on information and strategic skills (given the
already high level of operational skills). Parents should also involve
their children more when they use e-government on issues related to
the children.
- As to the elderly, the illiterate, the disabled, and ethnic minority, there
should be special courses offered to them, adapting to their needs,
learning pace and style; government websites should also be designed
with their needs in mind.
- If nothing is done, the ‘information and strategic skill divide’ will
continue to widen, with the skilled people being able to take advantage
of the Internet to achieve their personal goals, while the less skilled
continue their struggle to locate correct information.