Based on interviews with city residents, she developed a set of five personas of typical Johannesburg residents and their information needs. She then used these needs and the profile of each individual to evaluate the City's web site to see how well it was meeting the needs of the different types of residents. She identified several ways for the city to offer better information services to residents.
The paper also investigated the usefulness of the persona method for understanding information needs and provision.
The paper has been published in the conference proceedings and a copy can be downloaded here: