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How Americans Get in Touch With Government (24 May 2004)
Once at the Web site they needed to use, the experience went fairly smoothly for users. As the table shows, many people who used the Web to contact government did not have problems. One third of those who went to a government Web site said the site didnít have the information they needed. One in five (20%) say they found the site difficult to navigate and 16% said they had a hard time figuring out what site to go to. Bad links and problems downloading forms or instructions were problems for only about 1 in 7. Overall, 46% of these users ran across at least one of the five types of problems queried, with these users on average encountering two of the five problems.
Article URL: http://www.pewinternet.org/reports/toc.asp?Report=127

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