ABSTRACT
This chapter discusses the perceptions of people living in Newham in the context of research undertaken by Newham's In House Research team. The research was commissioned by the London Borough of Newham (LBN) Chief Executive to explore communications and service needs to inform the development of a network of digitally-enabled Local Service Centres. The group research explores what the concept of information needs meant for Newham residents, by considering where individuals went for information relating to specific problems. Newham residents perceived public services to be uncaring, and this led many citizens to feel alienated from their services. The general lack of awareness of local democracy issues and the lack of understanding of information needs are significant to the development of telematics as a cultural form. The In House Research staff and service providers thought that the issue of powerlessness was relevant to considerations about the local service strategy.
