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  • 201.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    New New Media Communities and Online Territories2008Conference paper (Refereed)
  • 202.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Notes on the Public Sphere on a National and Post-National Axis: Journalism and Freedom of Expression in Turkey2010In: Global Media and Communication, ISSN 1742-7665, Vol. 6, no 2, p. 177-197Article in journal (Refereed)
    Abstract [en]

    Since Turkey became a candidate for the European Union in 1999, democratic rights and freedom of expression have been key issues in discourses surrounding EUTurkey relations. Discussions on these questions often centre on state censorship and legislative constraints. The role of the media themselves, however, and the deeply-ingrained elements and historically-contingent norms and practices within public culture that shape the public sphere, have received a significantly lower level of attention. Despite recent legislative changes towards greater freedom of expression, major hurdles that limit democratic rights and freedoms persist in practice, as highlighted by the judicial trial (and the subsequent murder in January 2007) of the Armenian-Turkish journalist Hrant Dink. The police raid of Nokta magazine in 2007 is another case in point. The purpose of this article is to discuss current questions related with freedom of expression and tolerance of diversity in the Turkish media based on in-depth interviews with journalists and with the Dink and Nokta cases as examples; and to offer critical reflections on the public sphere in Turkey in its current state

  • 203.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies.
    Online mediations in transnational spaces: cosmopolitan (re)formations of belonging and identity in the Turkish diaspora2012In: Ethnic and Racial Studies, ISSN 0141-9870, E-ISSN 1466-4356, Vol. 35, no 5, p. 888-905Article in journal (Refereed)
    Abstract [en]

    The lives of transnational groups and individuals are marked by a spatial and imaginary split: a phenomenon wherein identity, belonging and representation have become increasingly elusive concepts, and the realm of the ‘cultural’ vastly important. And, the theoretical compasses of cosmopolitanism and transnationalism are particularly relevant and illuminating in considering social space, mediated communication and belonging in relation to urban diasporic communities and gendered subjectivities. The aim of this paper is to address expressions of identity and belonging at the intersection of online communicative practice and offline spatial formations, with a focus on the specificities of gendered constructions of sociality and subjectivity in the diaspora

  • 204.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Online Social Media, Communicative Practice and Complicit Surveillance in Transnational Contexts:: The Case of the Turkish Diaspora in Sweden2010Conference paper (Refereed)
  • 205.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Online Territories: Transnationalism and Virtual Diaspora2012In: Human IT : Technology in Social Context / [ed] Christian Christensen, Cambridge: Cambridge Scholars Publishing, 2012Chapter in book (Other academic)
  • 206.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Remediations of Political Action: Turkish Communities on Facebook and Articulations of Nationalist Politics2008Conference paper (Refereed)
  • 207.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Remediations of Transnationalism: Diasporic Communities and Online Social Networking2008Conference paper (Refereed)
  • 208.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Restructuring of the Social Sphere at the Junction of Mediatization, Mediation and Complicit Surveillance:: A Study on Transnational Communities in Sweden2010Conference paper (Refereed)
  • 209.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Rethinking European Media Landscapes: D'où venonsnous? Que sommes-nous? Où allons-nous?2008In: ? in M. Christensen & N. Erdogan. (eds) Shifting Landscapes: Media and Film in European Context, Cambridge: Cambridge Scholars Publishing, 2008Chapter in book (Other academic)
  • 210.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Sayisal Ucurum (Digital Divide)2006In: in Uney, T. (ed.) Encyclopedia of Informatics in Turkey. Papatya Yayincilik: Ankara, 2006Chapter in book (Refereed)
  • 211.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Social Shaping of Technology as a Central Component of European Communication Research2005In: In A. Usluata and J. Rosenbaum (eds) Shaping the Future of Communication Research in Europe. Istanbul, Yeditepe University Publications, 2005Chapter in book (Other academic)
  • 212.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Social Shaping of Technology as a Central Component of Future European Communication Research.2004Conference paper (Refereed)
  • 213.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Social Shaping of Telecoms and Information Society in Turkey: An Analysis within the Context of the EUs Information Society Policies.2004Conference paper (Other (popular science, discussion, etc.))
  • 214.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Telecommunications Policy and the Emerging Information Society in Turkey: An Analysis within the Context of the EUs Information Society Policies2003Doctoral thesis, monograph (Other academic)
  • 215.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Telecommunications Policy and the Emerging Information Society in Turkey: An Analysis within the Context of the EUs Information Society Policies2003Doctoral thesis, monograph (Other academic)
  • 216.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Telecommunications Policy and the Emerging Information Society in Turkey: An Analysis within the EU Context.2003Conference paper (Refereed)
  • 217.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    The Good, the Bad and the Other: Search for National Identity on Turkish Pop Star.2004Conference paper (Other (popular science, discussion, etc.))
  • 218.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    The Ubiquitous Gaze:: Complicit Surveillance and Communicative Space in Transnational Contexts2009Conference paper (Refereed)
  • 219.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Turkey, Information Society and Beyond.2003Conference paper (Other (popular science, discussion, etc.))
  • 220.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Turkish Cinema in Historical Context.2000Conference paper (Other (popular science, discussion, etc.))
  • 221.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Visions of Freedom of Expression and Media Pluralism in EU Information Society Policies,2007Conference paper (Other (popular science, discussion, etc.))
  • 222.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Visions of Media Pluralism and Freedom of Expression in EU Media Policies2010In: Media Freedom and Pluralism: Media Policy Challenges in the Enlarged Europe. CEU Press (forthcoming) / [ed] in Beata Klimkiewicz (ed), Budapest: Central European University Press , 2010Chapter in book (Refereed)
  • 223.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    What Price the Information Society? A Candidate Country Perspective within the Context of the EUs Information Society Policies,2006In: In J. Servaes (ed.), Beyond WSIS: Towards a Sustainable Agenda for the Information Society. Intellect Press, 2006Chapter in book (Other academic)
  • 224.
    Christensen, Miyase
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Christensen, C
    EU Policy and the Creation of a European Information Society in a Global Economy.2002Conference paper (Other (popular science, discussion, etc.))
  • 225.
    Christensen, Miyase
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Christensen, C.
    Genre Blending in Popular Turkish Television,2006In: European Film and Media Culture: (Northern Lights 2005. Film and Media Studies Yearbook, Copenhagen: Museum Tusculanum PressArticle in journal (Refereed)
  • 226.
    Christensen, Miyase
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Christensen, C
    Information Society and Digital Economy: A Comparative Look at the Digital Divide in the US and The EU Contexts.2001Conference paper (Refereed)
  • 227.
    Christensen, Miyase
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Christensen, C.
    The Afterlife of Eurovision 2003: Turkish and European Social Imaginaries and Ephemeral Communicative Space2008In: Popular Communication, 6(3)Article in journal (Refereed)
  • 228. Christensen, Miyase
    et al.
    Christensen, Christian
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies.
    Being European Any Way that Turkey Can2006Conference paper (Refereed)
  • 229. Christensen, Miyase
    et al.
    Christensen, Christian
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies.
    Defining and Curing the Digital Divide: EU and US Approaches2001Conference paper (Refereed)
  • 230. Christensen, Miyase
    et al.
    Christensen, Christian
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies.
    EU Policy and the Creation of a European Information Society in a Global Economy2002Conference paper (Other (popular science, discussion, etc.))
  • 231. Christensen, Miyase
    et al.
    Christensen, Christian
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies.
    Genre Blending in Popular Turkish Television2006In: Northern Lights 2005. Film and Media Studies Yearbook / [ed] L. Höjbjerg & H. Söndergaard, Copenhagen: Museum Tusculanum Press , 2006, p. 159-178Chapter in book (Refereed)
  • 232. Christensen, Miyase
    et al.
    Christensen, Christian
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies.
    Information Society And Digital Economy in The 'Post-Industrial' Era: A Comparative Look at the Digital Divide in the US And The EU Contexts2001Conference paper (Refereed)
  • 233. Christensen, Miyase
    et al.
    Christensen, Christian
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies.
    The After-Life of Eurovision 2003: Turkish and European Social Imaginaries and Ephemeral Communicative Space2008In: Popular Communication: International Journal of Media and Culture, Vol. 6Article in journal (Refereed)
  • 234. Christensen, Miyase
    et al.
    Christensen, Miyase
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Being EuropeanAny Way that Turkey Can2006Conference paper (Refereed)
  • 235.
    Christensen, Miyase
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Erdogan, E.
    Shifting Landscapes: Film and Media in European Context2008Book (Refereed)
  • 236.
    Christensen, Miyase
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Erdogan, N
    The Many Faces of Film and Media in Europe2008In: in M. Christensen & N. Erdogan (eds) Shifting Landscapes: Media and Film in European Context, Cambridge: Cambridge Scholars Publishing, 2008Chapter in book (Other academic)
  • 237.
    Christensen, Miyase
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Jansson, André
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies.
    Body, Soul and Society:: Rethinking Media and Communication Ontologies2010In: Nordicom Information, ISSN 0349-5949, Vol. 32, no 2-3, p. 7-17Article in journal (Other academic)
  • 238.
    Christensen, Miyase
    et al.
    Stockholm University.
    Jansson, André
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Geography, Media and Communication.
    Complicit Surveillance, Interveillance and the Question of Cosmopolitanism2015In: New Media and Society, ISSN 1461-4448, E-ISSN 1461-7315, Vol. 17, no 9, p. 1473-1491Article in journal (Refereed)
  • 239.
    Christensen, Miyase
    et al.
    Stockholm University.
    Jansson, André
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Geography, Media and Communication.
    Cosmopolitanism and the Media: Cartographies of Change2015Book (Refereed)
  • 240.
    Christensen, Miyase
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies.
    Jansson, André
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Cultural Citizenship and the Communicative Space of Mediated Sexual Expressivity2011In: International Journal of Media and Cultural Politics, ISSN 1740-8296, E-ISSN 2040-0918, Vol. 7, no 2, p. 209-224Article in journal (Refereed)
    Abstract [en]

    The role of pornography in contemporary media societies constitutes one of the underresearched areas in media and communication studies. The purpose of this article is to explore the potentiality latent in the user-porn-related Internet domains, blogs and forums – as extensions of offline agency and sociality – for motivating communicative action and engagement with civic practice in various forms. In this study, we utilize an interdisciplinary approach that feeds from social, political and cultural theory and we take ‘self-pornographic pursuit as cultural citizenship’ as a paradigmatic intersection. The discussion is based on our analysis of a variety of expressive venues (some purely online, some amalgamated with the offline) over the course of our preliminary research. Of these, we refer to two Swedish examples: Bodycontact, a sexual dating site, and Dirty Diaries, a feminist film project and the adjacent website, as illustrative of the theoretical arguments presented throughout our discussion.

  • 241.
    Christensen, Miyase
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Jansson, André
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Fields, Territories and Bridges: Networked Communities and Mediate Surveillance in Transnational Social Space2012In: The Internet and Surveillance: the Challenges of Web 2.0 and Social Media / [ed] Fuchs, Christian; Kees Boersma, Anders Albrechtslund and Marisol Sandoval, London: Routledge , 2012, p. 220-238Chapter in book (Refereed)
  • 242.
    Christensen, Miyase
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Jansson, André
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Interveillance, Complicit Surveillance and the Question of Cosmopolitanism: Towards a Phenomenological Understanding of Mediatization2012Conference paper (Refereed)
  • 243.
    Christensen, Miyase
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Jansson, André
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies.
    Networked Communities and Interactive Surveillance in Transnational Social Space2010Conference paper (Other (popular science, discussion, etc.))
  • 244.
    Christensen, Miyase
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Jansson, André
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    The Encapsulated Self vs the Cosmopolitan Self: Towards a Phenomenological Conceptualization of Mediatized Communication and Complicit Surveillance2011Conference paper (Other academic)
  • 245.
    Christensen, Miyase
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Jansson, André
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    The Encapsulated vs. the Cosmopolitan Self? : Towards a Phenomenological Understanding of Mediatized Communication and Complicit Surveillance2012Conference paper (Refereed)
    Abstract [en]

    Mediatization refers to a meta-process whereby social life in its totality is (re)embedded in and saturated with mediated processes. This paper addresses the relationship between two theoretically diverging, yet socially intertwined, realms pertaining to various mediatization patterns: cosmopolitanism and surveillance. Mediatization implies increasing opportunities for ‘extending the self’, experienced in terms of mediated proximity, immediacy and boundary transgression – ultimately sustaining a more cosmopolitan outlook of the world. Yet, mediatization also brings growing opportunities for securitization, boundary control and social encapsulation, on behalf of societal institutions as well as individuals and groups. Contemporary forms and extensions of surveillance and cosmopolitanism are increasingly interwoven through the meta-process of mediatization, most recently the social saturation of converging ‘social’ media. This paper suggests that phenomenology, as a heuristic tool, offers a well-contextualized and grounded socio-cultural perspective to grasp the everyday dimensions and subjective moral positionalities ensuing from increased mediatization and related openings and closures

  • 246.
    Christensen, Miyase
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Media and Communication Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Lenert, E
    Tufekci, Z
    Gustafson, K
    The Digital Divide: The National Debate and Federal and State Level Programs2012In: Inequity in the Technopolis: Race, Class and the Digital Divide in Austin / [ed] Straubhaar, Z. Tufekci, B. Lentz, and J. Spence, Austin: University of Texas Press , 2012, p. 109-134Chapter in book (Refereed)
  • 247.
    Christiansson, Marie-Therese
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Challenges in an Evolving e-Service Landscape - The Contact Centre Case: A Position Paper2013Conference paper (Refereed)
    Abstract [en]

    Public e-Services must be designed and made available in accordance with the demands and needs of the citizens. One way to meet these requirements is to establish contact centres in the municipalities to guide citizens and employees in their handling of public services to improve business processes and to incorporate social media and e-Services into the daily business. With an evolving e-Service landscape, new challenges arise  and the role of a contact centre is likely to change from a purely advising function to being a central player in developing the service game in municipalities. The paper presents arguments and plans for using a mix of methods in data collection aimed at identifying challenges in the pre-implementation phase as well as in the handling of e-Services and in the local administrations's outsourcing business processes to the new organisational body (the contact centre). Limitations in the design of the case study include the restricted focus on challenges in communicating e-Service offerings to citizens and employees, based on the overall municipality portfolio. Expected contributions are an “e-Service Communication Map” as a modelling technique for use in service performance and e-Service development.

  • 248.
    Christiansson, Marie-Therese
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Improving Business Processes and Delivering Better e-Services: a guide for municipalities from Smart Cities2011Report (Other academic)
    Abstract [en]

    Do you know your business and e-service solutions? Is your IT aligned with your business to support, enable and deliver your services? Your business processes define your ability and potential to provide customers and employees with effective and high quality services and solutions. Your processes influence your performance, your service delivery and what administrative support is available for your service offerings.

    This document outlines a model, or framework, which can help you to improve your existing business processes to support and develop your e-services. The Common Process Model comprises a set of preconditions, directives, guidelines and templates that will help employees in different roles to identify, measure and improve the performance of the business processes that make up your e-service solutions.

    The Common Process Model stems from a collaborative project between Karlstad University and the municipality of Karlstad in Sweden, that began in February 2009. The project aimed to develop a simple methodology that would help the municipality to think about, to describe and to improve its business processes in a logical, strategic and self-reflective manner.

  • 249.
    Christiansson, Marie-Therese
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Improving citizens’ ability to find, understand and use e-services: Communicating the social interaction dimension2013In: Systems, Signs & Actions, ISSN 1652-8719, E-ISSN 1652-8719, Vol. 7, no 2, p. 177-204Article in journal (Refereed)
    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.

  • 250.
    Christiansson, Marie-Therese
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Kontaktcenter i Karlstads kommun: En uppföljning från kundens och medarbetarens perspektiv2013Report (Other academic)
    Abstract [sv]

    Den 31 januari 2013 öppnade Karlstads kommun en ny verksamhet i form av ett Kontaktcenter (KC) i syfte att öka tillgängligheten, ge god service och avlasta förvaltningarnas hantering av enklare ärenden. Karlstadsborna får hjälp med information och vägledning till all verksamhet i kommunen och kommunvägledare i tre svarsgrupper hanterar delar av eller hela ärenden. Uppdrag från förvaltningar initierar KCs verksamhet och definierar dess innehåll. Rapporten beskriver en processorienterad uppföljning av KCs verksamhet som genomförts under våren 2013. Intervjuer har genomförts med 24 externa kunder (20 medborgare), 9 interna kunder (förvaltningar) och 25 utförare i KCs processer (kommunvägledare och telefonister). Syftet med uppföljningen är att nå ett underlag till verksamhetsutveckling. Uttalanden från respondenterna publiceras som resultat i bilagor till rapporten. Dessa avser upplevda problem, styrkor och förbättringsförslag som struktureras i kategorier för effektiva verksamhetsprocesser. Rapporten kan ses som ett underlag för att lära och sprida erfarenheter. Den kan därför vara intressant för andra organisationer som står inför en etablering av KC eller som redan bedriver en liknande verksamhet. Genom att publicera data i insamlad empiri öppnas möjligheter till flera och olika typer av analyser. I den här rapporten finns enbart några reflektioner kring varje uppföljning, en summering och avslutande rekommendation.

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