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Testing Communicability in Municipality e-Services
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.ORCID iD: 0000-0002-4468-7524
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.ORCID iD: 0000-0002-1455-240X
2014 (English)Conference paper, Oral presentation only (Refereed)
Abstract [en]

This paper focuses on the ability to communicate public e-Services, as one part of e-Service evaluation. The purpose is to use and further develop the emerging concept of “communicability” to be used as a base in an evaluation tool in the context of public e-Services. The ability of citizens’ to find, understand and use the e-Services provided is return on investment for public sectors, governments and agencies. The point of departure in this paper is to elaborate on a test process design for data collection and analysis from an empirical driven approach. Empirical grounding is based on a Swedish municipality case with a pilot usability test with eye tracking in 2012 and a second further improved test sessions 2013 on e-Services with citizens partaking in a university course. The research contributions include a further defined concept together with a generic test process for data collection and analysis to be useful as an evaluation tool, in research as in practice. Our research design and experiences from test sessions might also work as an inspiration to other university courses. Further more, findings from our test sessions can be used as a point of departure in formulating guidelines in a handbook to improve communicability in public e-Services.

Place, publisher, year, edition, pages
2014.
Keywords [en]
e-Service evaluation, communicability in e-Services, test process design, eye tracking
National Category
Information Systems, Social aspects
Research subject
Information Systems
Identifiers
URN: urn:nbn:se:kau:diva-33461OAI: oai:DiVA.org:kau-33461DiVA, id: diva2:740711
Conference
Scandinavian Workshop on E-Government (SWEG 2014)
Available from: 2014-08-26 Created: 2014-08-26 Last updated: 2017-12-06Bibliographically approved

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Testing Communicability in Municipality e-Services(2412 kB)33 downloads
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Type fulltextMimetype application/pdf

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Christiansson, Marie-ThereseWik, Malin

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf