Part of the success in using technology in this way is introducing it based on the needs of the immediate community as opposed to having a predetermined technological design limit on what the organization is able to do. In the Toronto study, integrating technology into programs based on the needs and interests of clients, volunteers and staff meant that the services were relevant and beneficial.¹²

The establishment of public Internet access at an established community service organization acted like a magnet for attracting interested ‘near users’. These new users were able to benefit from Internet training and access, but also from the many other programs and services offered by the community organization, as well as other organizations that were partners or linked through other programs.

At an organizational level, however, the ability to provide a range of services to the community, and the addition of new communication services, is contingent on the capabilities and resources of the organization. These include staff time, training, adequate general resources, and establishing realistic expectations on the part of administration, staff, volunteers and clients.¹³ Without proper resources and a needs-based approach, there is a risk that the services provided will be inappropriate and the intended beneficiaries of the programs, the public, may become even more marginalized. A critical factor in success is partners’ and government’s ongoing support, both financial and in kind, for community organizations providing these services. Partners, industry and government benefit from the enhanced services of the organization in the community, and the improved skills and abilities of the public users. A common problem shared by community organizations involved in providing public Internet access, is that it is relatively easy to get computers (recycled and new), but almost impossible to get the more important resources that are necessary to maintain equipment and networks, provide training and other services, and develop useful and relevant content services.¹⁴

¹² Report on Local Residents and the Internet, PIAC, 2000, p.40.
¹³ Report on Local Residents and the Internet, PIAC, 2000, p.41.
¹⁴ Report on Local Residents and the Internet, PIAC, 2000, p.41.