Discussion Group A After introductions, facilitator Dennis Lewycky told participants in the break-out session on rural and environmental issues that they could "craft the agenda" according to their own concerns and experience. A delegate from a telecommunications workers' union said phone company rates are a crucial issue that will determine rural access to the Internet. He recalled a CRTC decision last September mandating increases in local phone rates for three consecutive years. This was overturned by the federal cabi- net, which asked the phone companies to come up with alternative rate plans. He said the public should be ready to respond to those new plans, given that the competition-driven billing systems favoured by the phone companies could have "a dramatic impact" on smaller communities. Since urban markets are highly competitive and rural areas are not, he explained, phone charges are sure to fall in the cities but increase outside them. In fact, rural consumers may be cut off entirely because the service providers do not want to bear the infrastructural costs of rural lines to serve a market they consider too small. "In the United States we see that big phone companies are selling off their rural exchanges for a dollar a piece," he said. This means that local utilities assume a huge cost for maintaining rural service and pass the burden along to their customers. The trade unionist said he has seen documents in which Canadian phone companies say they want to concentrate on the twenty per cent of the market in urban centres with an abundance of businesses - and dump the rest. He said that a system of "cross-subsidization" must remain the norm if phone service is to stay universal and affordable, and if massive job losses and deterioration of rural service are to be avoided. A business professor asked about the metered model - where every call is a toll charge - which is standard in many countries. A participant from the Canadian International Development Agency (CIDA) responded that this system is used in Africa, where it has discouraged people from making long telephone calls. The operator of a Bulletin Board System (BBS) in rural Ontario added that it has been the cross-subsidized North American model which led to the boom in the information highway on this continent, since cheap and widely-available service encourages phone use. Yet she added that the disaster scenarios predicted by the trade unionist for rural areas have already started to happen. The cost of a phone line in Poland, Ontario (in Lanark County) is $35 per month Ä more than twice as much as in nearby Ottawa, she reported. "We are considered to be off the edge of the earth and our phone bills are wicked," she said. "When we asked for a second line for our computer we were told there was no line available. Then we asked when they would upgrade and they said it would never happen." The business professor said that whether subsidies should be built into the billing system is a political question, and that individuals will differ on the point. The "little old lady" who only has a phone for emergency purposes will resent subsidizing her neighbour who talks on the phone all day, he said. The trade unionist responded that government must make a political decision based on a systemic, rather than an individual approach. "At the turn of the century," he elaborated, "they took a systemic approach, we got universal access, and the telephone company did not go broke." A participant from New Brunswick said the way to get good rural service is to lobby for it. Rural New Brunswick has "superb" phone service and "cheap access to the Internet is spreading rapidly from the cities to rural areas", he said, "because people raised the flag to make it happen. If the phone companies (elsewhere) haven't been responsive, its because people haven't made them be. In New Brunswick, the Premier has made an issue out of it." A discussion followed about the political clout of the local federations of agriculture, which collectively have a sizable membership. One delegate from the federal government said the focus of lobbying should be the CRTC, which has the power to compel phone companies to provide good rural coverage as a condition of being granted a piece of the big urban markets. After the facilitator asked if there were more topics to discuss, a participant raised some questions about e-mail. Since it is cheaper than voice communication (and thus more attractive to consumers), e-mail could be seen both as a new market for phone companies and as a threat to their profits, he said. This prompted a Heritage Canada participant to report on SchoolNet, an e-mail system that will soon link 6,500 schools. It runs on "the lighthouse concept: the school will be able to function electronically 24 hours a day, whether the school is actually open or not." He also said the non-profit sector could benefit greatly from an e-mail system linking voluntary agencies. "When a group in Revelstoke, British Columbia, wants to put up an arena, they could ask the rest of the world what to do and what to avoid," he explained. One participant was concerned that since funding for School Net was coming from the shrinking budgets of provincial education ministries, "it might mean that there will be fewer teachers in the schools." Another delegate responded that the private sector should be encouraged to assume more responsibility for promoting computer literacy and public access to the networks. "Shopping malls should have terminals in them for people to use," he said. "This is part of a social responsibility. Everyone has to participate if it's going to work." Several speakers predicted that, when the current generation of school age people leave graduate, there will be a boom in info-highway use. But the participant from CIDA said people in rural areas need to see practical reasons for them to become computer literate. She remarked that there isn't too little information available today but too much. "If you bring this into a rural community you need a purpose. If it comes in artificially it will be unsustainable," she explained. The facilitator added that the information highway could actually disrupt rural life. For instance, statistics show that rural communities use libraries more than urban communities. So if computerized information undercuts public use of the library, it could actually destroy a major focus for rural social life. A delegate from a federation of agriculture said there were many practical applications of computers: the now-abandoned Teledon system, for instance, was a big hit in rural areas because it offered weather reports. The participant from New Brunswick added that, for farmers, weather reports and commodity prices are not "too much information" but rather "critical information." These are what originally attracted rural people onto the Internet, but rural-focused BBS's have broadened their users' interests by offering information on topics like environmental regulation. The weather services are so good, he said, that an Internet user can click onto the town nearest to them and, within 15 to 20 seconds, see a radar weather map taken an hour ago. The facilitator asked what purpose the communities had in mind when they decided to launch their local BBS. The system operator from the Ottawa Valley said economic development was a key motivation. "We're very close to Kanata (a high-tech enclave)," she said, "but nobody was trained for high-tech jobs. People wanted to plug into that as a source of economic development. We wanted to encourage high-tech cottage industry." The New Brunswick participant said that "alternative rural occupations" are an important subject. With traditional industries such as forestry and farming requiring far fewer workers, "telecommuting" jobs could save many communities from collapse. He cited the case where a family farm provided only one or two jobs: other members of the family could work by computer at home. He predicted that the number of jobs in farming could be cut in half over the next six or seven years. "The question is, are we willing to let these communities be blown away, or will we do something to help keep them together," he said. But another delegate asked whether the Internet would preserve rural communities or help dissolve them. Traditionally, she said, "communities held together because they worked together." And students who reach out to the outside world through a modem may not want to live the rest of their lives in a small town, she said. Another delegate summed up the dilemma as "how are you going to keep them down on the farm once they've seen Paris?" A freelance writer and editor said that new communications technology "may not be for everybody," but it has enabled him to keep living in a small town rather than having to move away. Although he edits a Toronto-based magazine, he has to travel to Toronto from his home in southwestern Ontario only about once a week, and he keeps in "constant contact" with an editorial board scattered across several cities. There was a discussion about whether the writer's case may be an isolated success story amidst a much larger picture of social dislocation. Some said there may be more jobs lost than gained. But the delegate from New Brunswick offered that Canada has no choice but to "look for whatever bandages may exist for some massive wounds." A delegate from an environmental group said there had been a lot of talk about economic questions, but little about the social impacts of the new technologies. "You can't put a dollar sign on social interaction," she said. "What if everybody stays at home, shops from home, works at home? When they want to see people will they just turn on the TV?" Another participant suggested that working and shopping by modem may actually produce more free time "to go boating or hiking or to go to a party." Another delegate said that, "I'm a real net freak, but I like to go down to the local pub." The facilitator asked, however, if there were real concerns about being able to shop from home, for example. The delegate from the communications workers' union agreed that the ability to comparison shop by computer - to get the lowest possible price through catalogues or foreign price lists - could drive local businesses under and destroy the economic bases of small communities. The Ottawa Valley system operator declared that it is not the technology, but how it is used, that determines the local economic impact. A public access terminal in the local fabric shop, for instance, could enhance the shopping experience and allow consumers to buy what they want more quickly and at a lower price. The group discussed whether computer networks will inevitably be a part of our lives in the future. One delegate said that "the framework is being set now. The computers will be there whether we like it or not." The participant from the environment group countered that "I hope that in the schools a balance is struck between computers and human interactions." Following an exploration of whether there are social tendencies in rural areas (such as a tendency toward secretiveness) that bode poorly for the acceptance of computer networks, the facilitator asked for a summary of the key issues and concerns to be presented to the conference the next day. The group agreed that key concerns about computer networks arising for rural communities are: * the cost of delivery systems, and the universality of service; * the social impact of the new technologies on rural communities; * the potential positive and negative economic impacts of the new technologies; and * various concrete concerns, such as where to put community access terminals when the local library is only open between 9 and 5. Discussion Group B The facilitator stated that the purpose of the group discussion was to identify five or six key issues related to community access. He also ident- ified possible ideas for the subsequent group discussions. He then posed to the group the question that would guide discussion. He asked "What is one factor that needs to be considered that will influence the whole phenomenon of community access and information flow distribution?" He suggested that participants brainstorm responses and then focus on five or six of those responses that draw an emotional response. A number of factors were then raised by group members, including the need to ensure that access is affordable. Affordability is a factor, as are partnerships in communities and the diversity of services available to artis- tic organizations, and ways to help organize those partnerships in the com- munity. Other key issues relate to barriers to access (including cost), and to community social development as an underlying factor. Is community access to the information highway reflective of social progress and "Are we perhaps looking for solutions to something in the wrong place?" Ownership of information and privacy was another issue. "There is a reluctance to put information on a network when anyone can get access to it." How might the role of libraries change as a result of community access to the information highway? The network may take over some of the role of a library and there may be room for partnership. "I see all kinds of indications that it is a competition instead of a partnership. We have to find areas of overlap and ways to make it mutually beneficial." One concern is making the network sustainable, in view of the costs and benefits of eliciting sponsorships from government and the corporate sector. Ecumenical social justice and "how to give voices to the voiceless in our society" was another issue raised. The lifestyle of those in the military leads them to develop superficial relationships over the years. Network access could provide a way to sustain relationships. The quality of service that a community network should provide, distinguishing between the service provided by commercial network providers and community networks was another factor brought forward. There is a range of familiarity in some organizations with the uses of online services, and the issue is how to "bring technology to them or them to technology, and bring awareness of what's out there." What can be done for those people living in rural areas with respect to developing community access? The opportunity for political organizing on the network by disadvantaged groups was another factor concern. Another issue was democratization of the network. How do we encourage diversity on the network, given the overrepresentation of thirty year old white males? Other issues include education and training, development of programs and opportunities to get access to education, as well as the issue of general awareness of the potential benefits of networking. "The medium is the message, and the tools determine the task." People must look at themselves "as human beings and not as nodes on the information highway." There is a belief that there are benefits. Freenet has given people opportunities to volunteer and to feel that they are making social contribu- tions. Defining some level of basic service was another issue e.g. telephone service at first was very simple; today it does many other things. Other concerns raised included fraud and security; censorship and free- dom of speech. The artistic community has a concern for providing Canadian content as opposed to American content. Mobility or consistency of world-wide access was another issue raised. "What is the information highway? Is it only computers and Internet or does it include dating services and `1-800' numbers? What are the boundaries of the information highway?" At this point, the facilitator asked participants to look at the factors they had brought forward. He asked them to determine which was the most important. One participant suggested that all factors fell into four general themes. The first theme was "What are the objectives of community access?" The second theme was "What is the nature of accessibility on the information highway?" Thethird theme concerned "the promotion of what is on the information highway". The fourth theme was related to "control of what is on the information highway". Participants debated the universality of these themes in summarizing the factors they had expressed. Another participant stated that the overall theme is "connectivity". She avowed that "connectivity is a basic human right". This led group members to discuss the concepts of control ownership, and access. The group also considered which factors were not represented by the four themes. All participants agreed that connectivity is a basic human right and consists of two fundamental parts: access to information, and the ability to broadcast, that community access must be an ongoing democratic, political process that puts people first, and that the major issues can be placed in four groups: * Accessibility - equipment, content, quality of service, skills/training, and affordability; * Awareness - promotion of what is on, de-mystification, and the impact of computers on work and the redefinition of work; * Control of what is on - ownership, intellectual property, security, privacy; and, * Objectives - direction, who will decide, an ongoing and essential pro- cess, a constant evaluation of whether this process is beneficial or not. Discussion Group C Following introductions, the facilitator suggested that the workshop divide into smaller subgroups to discuss key aspects of community access. Partici- pants identified a series of issues, then reconvened and organized their concerns under the following categories: * Cost of information highway services; * Training for new Internet users; * The importance of multiple access points in homes, offices and public places; * The need to raise the level and quality of discussion on information highway policy issues; * Services to the "off-Net" community; * Public policy development. The group agreed that these categories could be further organized under the more general headings of affordability, accessibility, quality, and awareness. Barrier-free use of electronic networks was also identified as a key issue. Participants identified co-operative control as an important public policy concern, starting from the assumption that communities own the networks and can call the tune with governments. "We are the government by the people, for the people," a group member said. The group noted that questions of ownership lead directly to the issue of control. A collective ownership model, for example, takes a characteristic approach to access. The possibility of large companies taking ownership of the Internet was cited as a huge issue. It was suggested that anyone who assumes ownership of an electronic network also assumes a public policy role, since the two are so closely related. Discussion turned to questions of content quality: participants noted the danger of losing one's way in irrelevancies when so much of the content on the Internet is "garbage". Improved access to community networks was cited as one part of the solution to this problem. Participants expressed concern about the difficulty of authenticating information obtained over the 'Net; on the other hand, they were reluctant to endorse increased regulation of electronic networks. What the Internet does offer at the moment is timely transmission of information. "It may be garbage," a participant said, "but it's assured of transmission." Electronic networks can also offer a wide choice of content and communities of interest, access to databases world-wide, electronic search tools, and common protocols. A drawback, according to some group members, is that the current structure of the Internet reflects greater respect for institutions than for individuals. Participants suggested that while basic public awareness of the Internet exists, this should not be mistaken for knowledge. 'Net-related information is readily available through a host of institutions, training programs, books, videos, and informal conversations. Affordability issues include hardware costs, line charges and online fees, all contributing to differences in cost structure that lead to distinctions between the "office-rich" and the "home-poor". A number of current factors were identified which stand in the way of barrier-free use. Some libraries, schools and area networks provide varying degrees of access, and some government money has been earmarked for community access, but overall accessibility is still limited. Provision of a 1-800 number could help meet training and assistance needs, participants suggested. A participant received a round of laughs for the suggestion that "there's a market niche" for training services that meet community needs. Current resources in this area include printed manuals, some online services, and volunteer advisors at the community level. Turning to public policy and ownership, the group expressed concern about restricted information and shrinking funds from government, new registration requirements from the Canadian Radio-Television and Telecommunications Commission (CRTC), and privacy and security issues. Another key aspect of public policy, participants noted, is that everyone wants to be involved with community networking. The session concluded with identification of a series of emerging trends and priorities in community networking: * People are having trouble with the Internet, largely because it has too little structure to be useful. * There is no standard for data, or for the integrity of data. * Authentication of information is an important ethical concern. * The politics of community-based organizing can slow down the process of gaining access to electronic networks. * Institutions are taking precedence over individuals as a presence on the 'Net. * Greater public awareness is required, particularly at a time when elec- tronic networks are leaving out marginalized sectors of society. Com- munities are still unaware of what the 'Net can do for them þ and of the potential power of electronic networks to erode the sense of community. * Affordability issues can be addressed, in part, by recycling hardware, networking with business, sharing online costs and software, lobbying for lower prices, and arranging subsidies for people with disabilities. * Barrier-free use must be recognized as a means of improving participatory democracy and promoting community empowerment, thereby addressing many of the other concerns that arose in the course of the group's discussion. Libraries have an important role to play but, more broadly, electronic networks should be positioned as a means of accommodating the widest range of needs in a way that respects intellectual freedom and avoids censorship. * Training and assistance would be facilitated if the Internet were easier to access and use. Key issues include the cost of training and who pays. * Public policy concerns include mechanisms for public input and the re- spective roles of government, industry, and community networks. Par- ticipants stressed that no one organization owns the 'Net, and that content must not become the property of a large communications organiz- ation. Lessons can be drawn from past experience in the broadcasting and telecommunications industries. Discussion Group D Because of the large size of the group, the facilitator suggested that three members volunteer to be the official "listeners", to ensure an accurate synopsis of the group's discussion. The "listeners" could also confer among themselves about the direction the discussion is taking and redirect the group if necessary. He told the group that the purpose of the session was to arrive at five or six key issues surrounding public or community access and infra- structure. After brief introductions, the group turned to the subject of content. One participant addressed the overlapping use of the terms "information" and "community", noting that the two were not synonymous. "People have information needs and people have a desire for a sense of community," she said. Another participant stated that the term "content" could mean community access to common information or, as in the case of the group he represents, it could mean the ability to share information among groups. One participant, who was arrested for "unauthorized use of a computer" because of his involvement with an anarchist newsletter, stated that censor- ship was a key issue. The issue of control of content could be dangerous, he stressed. A participant noted that the agenda question regarding the content required by community groups would be a lengthy one to address since each group would have different needs. He suggested they move on to the question of issues. Another participant suggested that the question of content be viewed from an historical perspective. The content of the Internet, he said, has been evolving over the past two years to reflect the needs of the communities using it. "I don't think the issues re censorship, etc., are much different from other media or arts," he added. Another participant responded that the Internet was different from other technologies since it has evolved at the direction of the users. He also questioned whether content was an issue, since access and context determine content. "If there's too much content," he said, "context is what you'll look for." A delegate added that his organization would want standard as well as specialized information - for example, on the World-Wide Web, information could be linked to the institution. "This brings content and context together," he said. One group member disputed the earlier comment that the Internet was different from television since it was user-directed. "Television," he said, "has been completely developed according to consumer needs." The facilitator asked the group to formulate a list of key issues re- garding community access, which they could further elaborate after breaking into small discussion groups. The first issue identified was censorship. The next was standards, both technical and those related to the organization of information. One participant noted that in creating a community of like-minded people, there was a risk of standardization or fragmentation. Another issue is transparency, said one delegate. "Voluntary groups don't have unlimited time to spend," she said. They're not "propeller-heads." Another participant noted the relationship between information and change, suggesting that public access focus more on strategies to use the information. Power is an issue, according to one group member. "Huge amounts of power are being created on a global level," he said. Another participant noted the need to find out who holds the power and how to influence these people. A participant noted that there are many people on the Internet and that change is observed in the dialogue, not in the number of menus, etc. One participant stressed that a system must be self-sustaining: that is, there must be someone to administer, update, etc. She also pointed to the difference between using the Internet for conversation or for information, explaining that she uses the system primarily to obtain information. A group member noted the issue of power in a global context, using the term "cybercolonialism" to denote the domination of the northern cultures in the development of these technologies. Accountability was seen to be another issue, in particular, the lack of knowledge about the authenticity or validity of documents seen on the Inter- net. One participant noted that using this technology requires making a deci- sion about time allocation. "You have to make a choice," she said, "between spending 61% of your time on the 'Net or spending that time in 'face to face' contact with people." Another issue revolves around the effective use of communication tech- nology. Information needs to be disseminated. Privacy standards are an issue as well. A participant noted that a gender issue exists, particularly in the developing nations where women may not have access to this technology. In discussing access issues, said one delegate, the dominance of the English language should be recognized as a barrier to equality of access. There needs to be technology to support the use of languages other than English. The group summarized and categorized the issues as follows: Power and Control * Harnessing/directing power; * Identifying those with power and finding out how they can be influenced; * Cybercolonialism; and * Accountability: authenticity/validity of information. Resources * Transparency; * The need to be self-sustaining; and * Allocation of time. Effective use of Communication Technology * The risk of standardization/fragmentation of like-minded individuals; * Information vs. change. Focus more on strategies to use the information; * The change is in the dialogue rather than the menus; * Balance between use for information vs. conversation; and * Cultural context of communication technology. Privacy * Censorship; and * Privacy standards Global Equity and Diversity * Gender equity; * Language as barrier; and * Cybercolonialism. Technical Standards * Stands alone. The group was divided into five sub-groups to develop a statement which would elaborate on each of these issue categories. Resources Assessment, creation, use, and maintenance of resources in a way that allows for transparency of use, sustainability, and accountability. Power Power reflects and is reflected by numerous factors, including censor- ship, the harnessing and directing of information, the privacy of databases, global inequality, whom to influence, and how to influence them. Effective Use The use of the information highway to further social change goals rather than to drain community resources. How do we manage technology rather than letting it manage us, so that the existence of technology and resultant access to information is not an end in itself, but one tool among many? Global Inequality, Diversity, and Barriers to Access. The issue is the problems of inequality and diversity that create bar- riers to access. Technical Standards To enable the foundation, nurturing and growth/development of commun- ities of interest in an international context, non-proprietary technical standards must be established and maintained by international regulation. Discussion Group E Facilitator Susan McIntosh welcomed participants to the discussion group on health-sector concerns and explained the proposed three-day structure of deliberations. The first session would deal with participants' needs and concerns, the second day with principles and responsibilities and the third with recommendations to policy-makers. Following introductions, participants identified a list of items they would like to see available on the Internet, grouping them into seven broader categories: 1. Consumer health information * An online, in-depth "encyclopedia" of health-related topics with "increasing resolution of information". For example, a person inter- ested in a particular disease could choose to access information at any level from basic to highly complex, rather than relying on data "which has been filtered by people who think you can't handle it." * A central listing of sources of information on health. * A database of drugs, both prescription and non-prescription. * Information on changes in official health warnings. * Educational software at various levels, for example games which children could use to learn about health. * Information on pregnancy and child-rearing. 2. Health services library and registry * Transcripts of health conferences. * A list of alternatives to standard health agencies. * Newsletters of non-profit health organizations. * An events database with information on upcoming public lectures and conferences. * A resource list of print material. * A registry of environmental infractions, such as companies which pol- lute. * Traditional sources of medical references such as Medline and Sociologi- cal Abstracts. * Information on multinationals such as pharmaceutical manufacturers, including frank evaluations of their "environmental and health citizenship". 3. Access tools * Clear instructions on how to access health information and services. * A home page with links to every health agency, or "at least a list of e- mail addresses". * Mailing lists ("listservers") with global participation, to which users subscribe according to their areas of interest. * Discussion groups on various aspects of health. * An index of subject categories with links or pointers to sources. 4. Policy and advocacy * Copies of health legislation, policy and regulatory documents "in plain language". * Copies of the full text of laws, policy and regulatory documents. * A database of health activists, for example those who run support groups of various kinds. * Pesticide registration information which contains health information. * Copies of pending legislation. * Position papers drafted by non-profit organizations and others in response to pending legislation. 5. Interactive health information * Supportive networks, such as those for breast cancer. * An "Ask an expert" forum covering any topic in which users express interest. * An interactive distress line where people in crisis can get concrete advice. A participant noted that this could also serve as a form of "employee assistance program" for people working at home. 6. Health vocational information * Labour market information: a list of job opportunities in the health sector. * Occupational categories across the health sector with descriptions of each. * A training database for health workers with information on opportunities for retraining. * Volunteer opportunities. 7. Funding information * A database of funding sources. 8. Health "report cards" * A directory of experts * An evaluation of hospitals, physicians and other medical professionals. Next, the group turned its attention to identifying important issues surrounding public access and infrastructure of the Internet. Participants noted that: * Access tools such as search software, indexes or menuing systems must be made more accessible and effective. Further, people must be trained to use them. * The difficulty and expense of acquiring access to hardware is an import- ant issue for many people. * The necessary human resources must be recruited. For example, "report cards" on industry and on medical professionals were recommended as desirable content on the Internet, which will require capable research and writing personnel. * The value of the information provided must be weighed against the costs involved in research and infrastructure. * The quality of information is an important issue, related to questions of accountability. Questions raised included: Who is liable for erroneous or dangerous information, when anyone on the Internet can claim to be an "expert"? What constitutes "authorization" to contribute information? Who is responsible for control of content and infrastructure? * All information, including particularly training materials for computer and Internet "literacy", must be presented in accessible language. One participant noted the importance of local language support, pointing out that having information in "plain English" meant little "if everyone in town speaks Inuktitut". * Consideration must be given to the issue of intellectual property rights, or copyright laws as applied to electronic information. Finally, participants considered what could be learned from existing community and public access networks. The following points stood out: * Maintaining an open system is essential. It has been shown that less rather than more control contributes to the free flow of information. * Bulletin boards must be community-driven. * Experience shows the difficulty of getting people to use the new technology. While two participants suggested that raising users' confidence levels and offering them "something they don't have" were viable solutions, the person who raised this point maintained that all these things have been tried and people still don't use the resources available. * Awareness and education are essential first steps: the community must be empowered before it can usefully identify its needs. One participant pointed out that usage figures show people already know what they want Ä "alt.sex and video games". The first speaker responded that "the community we want to reach" is not necessarily those young, white males who primarily have set this pattern. * The focus must be on community participation. One speaker noted the importance of being pro-active, particularly in the health sector. Another felt that existing problems in encouraging participation may simply be a result of "being a pioneer" in this field. A third speaker warned against the tendency to believe that "we know what they want better than they do." * Alienation was identified as an important issue. Many people "feel they don't belong" on the information highway, noted one speaker; this is particularly noticeable among the working class. Many people feel they have "no right to be there." * Flexibility must be designed into the system; otherwise, noted one speaker, "it will break sooner or later." After people have become familiar with the technology, they begin to articulate their own needs more clearly and identify ways in which a system or program could be modified to better meet those needs. Participants agreed that users should be involved in the initial design of the system, yet one speaker expressed doubt whether any group "smaller than IBM" could actually arrange this.