Citizen use of e-government on the rise.

• Position: News & Numbers - Pew Internet and American Life Project

New research by the Pew Internet & American Life Project shows that 97 million adult Americans, or 77 percent of Internet users, took advantage of e-government in 2003--a 50 percent increase over the previous year. At the same time, citizens who contact government said they are more likely to turn to traditional means--either the telephone or in-person visit--rather than the Web or e-mail to deal with government.

The new Pew Internet Project report, called "How Americans Get in Touch With Government," surveyed Americans on how they deal with government, what methods they use, and how e-government compares with traditional methods as a tool for citizens engaging public agencies. The findings show the benefits and limits of e-government applications.

"When citizens think about a tool to contact government, they have a Swiss Army knife in mind," said John B. Horrigan, a senior researcher with the Pew Internet & American Life Project and principal author of the report. "People want multiple means at hand when they want or need to turn to government. The Internet's main benefit is arming people with more information; this helps people move through their dealings with government more efficiently."

E-government increases the flow of information between citizens and government, allowing people to contact agencies directly over the Web or research a problem before picking up the phone. Still, of the 54 percent of Americans who contacted government in the last year, 53 percent preferred either the telephone or in-person visit, compared to the 37...