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Improving citizens’ ability to find, understand and use e-services: Communicating the social interaction dimension
Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan.ORCID-id: 0000-0002-4468-7524
2013 (engelsk)Inngår i: Systems, Signs & Actions, ISSN 1652-8719, E-ISSN 1652-8719, Vol. 7, nr 2, s. 177-204Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

This paper focuses on the ability to communicate public e-Services, as a part of e-Service development. The purpose is to elaborate on the concept “communicability”, and to define elements and criteria useful in the evaluation and improvement of public e-Services. In terms of public e-Services, communication takes place in a context based on an understanding and relation between the public sector and the citizens using the provider’s e-Service solution. Public sectors are increasing their e-Service offers, making communicating e-Services an important part of the service delivery. The citizens’ ability to find, understand, and use the service is a return on investment. This paper combines a business process and a social interac- tion approach to e-Services. The empirical grounding is a Swedish municipality case study with a pilot evaluation, interviews with developers, and an eye tracking usability test on e- Services with citizens partaking in a university course. The research contributions include a first version of a defined concept of communicability in the e-Service context together with a conceptual basis for evaluation purposes. Findings can be used as a basis for developing an evaluation tool and a handbook to improve communicability in public e-Service solutions.

sted, utgiver, år, opplag, sider
2013. Vol. 7, nr 2, s. 177-204
Emneord [en]
e-Services, e-Service context, social interaction dimension, communicate, communicability
HSV kategori
Forskningsprogram
Informatik
Identifikatorer
URN: urn:nbn:se:kau:diva-33468OAI: oai:DiVA.org:kau-33468DiVA, id: diva2:740939
Tilgjengelig fra: 2014-08-26 Laget: 2014-08-26 Sist oppdatert: 2017-12-05bibliografisk kontrollert

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