Information grounds and the use of need‐based services by immigrants in Queens, New York: A context‐based, outcome evaluation approach

Abstract

We elaborate on Pettigrew's (1998,1999) theory of information grounds while using an outcome evaluation approach enriched by its focus on context to explore the use of need‐based services by immigrants in New York City. Immigrants have substantial information and practical needs for help with adjusting to life in a new country. Because of differences in language, culture, and other factors such as access, new immigrants are a difficult population to study. As a result, little research has examined their predilections from an information behavior perspective. We report findings from a qualitative study of how literacy and coping skills programs are used by and benefit the immigrant customers of the Queens Borough Public Library (QBPL). From our interviews and observation of 45 program users, staff, and other stakeholders, we derived a grand context (in Pettigrew's terms) woven from three subcontexts: the immigrants of Queens, New York; the QBPL, its service model, and activities for immigrants; and professional contributions of QBPL staff. Our findings are discussed along two dimensions: (a) building blocks toward information literacy, and (b) personal gains achieved by immigrants for themselves and their families. We conclude that successful introduction to the QBPL—as per its mission, programming, and staff—can lead immigrants to a synergistic information ground that can help in meeting broad psychological, social, and practical needs.