The information needs and information‐seeking behaviour of the users of the European Parliamentary Documentation Centre : A customer knowledge study

Purpose – The purpose of this paper is to discuss the results of a customer knowledge study commissioned by the Parliamentary Documentation Centre (PDC) of the European Parliament in order to elicit a better understanding of the views and needs of its actual and potential client base. Design/methodology/approach – The study consisted of in‐depth, face‐to‐face interviews with 72 clients and 11 staff (83 individuals) in Brussels in February 2004. The paper explores the significance of information in the parliamentary context and summarises the activities which respondents described as being information‐dependent. The paper also highlights the evolutionary nature of information need during the course of the legislative process. Findings – The information‐seeking behaviour and skills of the PDC clients are discussed, as are the criteria by which they assess information quality. The study revealed that users were frequently uncritical and pragmatic in use of the most readily available information, sacrificing quality in favour of ease of access. Originality/value – This paper presents results from a uniquely complex information environment – the European Union. Users tended to be complacent about their information‐seeking skills and reluctant to engage in skills enhancement activities.