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Improving citizens’ ability to find, understand and use e-services: Communicating the social interaction dimension
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.ORCID iD: 0000-0002-4468-7524
2013 (English)In: Systems, Signs & Actions, ISSN 1652-8719, E-ISSN 1652-8719, Vol. 7, no 2, 177-204 p.Article in journal (Refereed) 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.

Place, publisher, year, edition, pages
2013. Vol. 7, no 2, 177-204 p.
Keyword [en]
e-Services, e-Service context, social interaction dimension, communicate, communicability
National Category
Information Systems, Social aspects
Research subject
Information Systems
URN: urn:nbn:se:kau:diva-33468OAI: diva2:740939
Available from: 2014-08-26 Created: 2014-08-26 Last updated: 2016-01-12Bibliographically approved

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Christiansson, Marie-Therese
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