Mr David Mason

Secretary

E-commerce Reference,

Human Rights and Equal Opportunity Commission

GPO Box 5218

Sydney 1042

Dear Mr Mason

I write on behalf of the Council of Australian State Libraries (CASL) in response to the Issues Paper: Accessibility of electronic commerce and other new service delivery technologies for older Australians and people with a disability.

CASL is the peak body representing State and Territory libraries throughout Australia and the National Library. These libraries have a major responsibility for collecting the documentary heritage of their state or territory, and the nation, providing quality reference and research services and assisting in the provision of public library services to the people of Australia.

The State and Territory libraries and the National Library in conjunction with the public library network provide a nationwide information infrastructure and resource base. 2020 Vision - Towards the Libraries of the Future states that "Australia's more than 1500 public libraries, seven regional hyperlibraries; and the National Library, working in concert, provide a formidable infrastructure, resources skill-base and access network". A survey by the Australian Bureau of Statistics (ABS), Public Attitudes to the Arts, shows that 95.4% of the population considered libraries to be important to the community. Attendance at Cultural Venues, Australia (ABS1999) shows that 38.1% of Australians visited libraries over the last year making libraries the second most popular cultural venue visited. Libraries are recognised as a vital contributor to the knowledge economy of the nation.

CASL member libraries have recognised the importance of the impact of information and communication technologies on the community and have taken every opportunity to promote and trial online services to improve access to information services. For example the Australian Capital Territory (ACT) Library Service has participated in pilots for the Self Service Banking and Older Australians project. In partnership with the Australian Banker's Association this project looks at barriers that limit the use of self service banking by older Australians and aims to increase understanding of the technology associated with electronic banking

State and Territory libraries and the National Library have invested in an information technology infrastructure to improve access to traditional services and have embraced the new technologies to expand services to onsite and offsite clients.

CASL libraries, in partnership with public libraries, and funded by Federal and State government initiatives, are also developing online networks which provide online content, information literacy training, and in some cases link libraries, schools and communities throughout the metropolitan and regional areas of Australia. (Appendix 1) Public libraries provide 0.7 Internet terminals for every 10,000 persons throughout Australia. Access to the Internet via the CASL member libraries and the public library network is free.

CASL libraries and the public library network are widely used by older Australians. Over 30% of library users are over the age of 55 and overall older clients use libraries more frequently. (Attendance at Selected Cultural Venues ABS 1995). Older clients are also students, scholars, academics and people involved in private research and study, such as family history research, and adult and community education. All services, products and programs are available to older Australians both onsite and offsite.

CASL libraries are aware of the needs of older Australians and have developed special products and services to assist in accessing information online. (Appendix 2). CASL libraries have developed their web sites to include subject guides to online sources and online reference services to the Internet. Most of the libraries have telephone and email information request services which can be used offsite by older Australians. As an indication of use the State Library of New South Wales has over 14 million website hits a year and 13% of website users are over the age of 55.

Research at the State Library of New South Wales indicates that there are two types of "older" clients. One group is very interested in acquiring skills to use the new technology. The other group does not want to acquire the skills to access the technology. These attitudes determine the "take up" of new technologies in the Library. Similar experiences are confirmed at other CASL libraries.

CASL libraries have traditionally provided a variety of services, such as the provision of large print books, captioned videos and adaptive technology equipment, to clients with a disability. For example, at the State Library of New South Wales, in 1998/99, approximately 1200 offsite queries were answered by the Disability Access Service and over 14,000 inter-library loans of alternative format materials were made. The CASL member libraries understand the barriers for Australians with a disability to access online information and have worked to improve services. (Appendix 3). While maintaining accessibility to a wide range of alternative format materials the libraries are investigating new replacement technologies for people with a disability such as closed captioning, digital video disk and online audio books.

The State Library of Victoria and VICNET in association with Monash University are working on a project to investigate best practice for the installation and management of online technology for people with disabilities in Australian Public Libraries. Their submission to your Inquiry can be seen at http://www.vicnet.net.au/disability/ecommerce/.

The CASL libraries, in partnership with public libraries, have a commitment to invest in new information technologies and communications to facilitate accessibility and services to both onsite and offsite clients. CASL is concerned that copyright legislation takes into account the need to change the format of electronic information to enable it to be used by people with specific disabilities. The commitment by CASL libraries to provide assistance and training in technologies to allow all users to fulfill their information requirements requires ongoing funding.

Equity, participation, and co-operation are important factors in providing library and information services to all Australians including older Australians and people with a disability. CASL member libraries and the public library network are seen by a majority of Australians as an integral and vital component in accessing information resources both from a local, national and global viewpoint. To continue existing online services and encourage new ones, to train older Australians and Australians with a disability in the use of new technologies the role of the State and Territory libraries, the National Library and public libraries network needs to be acknowledged and supported.

Yours sincerely

Dagmar Schmidmaier

10 January 2000