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Testing Communicability in Municipality e-Services
Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan.ORCID-id: 0000-0002-4468-7524
Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan.ORCID-id: 0000-0002-1455-240X
2014 (engelsk)Konferansepaper, Oral presentation only (Fagfellevurdert)
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.

sted, utgiver, år, opplag, sider
2014.
Emneord [en]
e-Service evaluation, communicability in e-Services, test process design, eye tracking
HSV kategori
Forskningsprogram
Informatik
Identifikatorer
URN: urn:nbn:se:kau:diva-33461OAI: oai:DiVA.org:kau-33461DiVA, id: diva2:740711
Konferanse
Scandinavian Workshop on E-Government (SWEG 2014)
Tilgjengelig fra: 2014-08-26 Laget: 2014-08-26 Sist oppdatert: 2017-12-06bibliografisk kontrollert

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Testing Communicability in Municipality e-Services(2412 kB)33 nedlastinger
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Christiansson, Marie-ThereseWik, Malin

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