Internet information-seeking and its relation to support for access to government records

Cuillier, David; Piotrowski, Suzanne J.

doi:10.1016/j.giq.2009.03.001

Cited by 141 publications

(95 citation statements)

References 55 publications

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“…Among these technology information sources, interpersonal and informal means (e.g., from family, friends, colleagues, and community groups) have the greatest potential to influence individual technology use [49,50]. Hence, this study hypothesizes that:…”

Section: Information Sources Related To 311mentioning

confidence: 99%

Citizen Relationship Management System Users’ Contact Channel Choices: Digital Approach or Call Approach?

2017

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Many municipal governments adopted 311 decades ago and have advocated access equality in citizens' use of 311. However, the role of citizens in the development and usage of 311 remains limited. Channel choices have been discussed in various types of governmental information and communication technologies (ICTs), especially when the innovative technology has just been adopted. Much has supported the idea that 311 is viewed as a method of digital civic engagement that many municipal governments adopt to maintain citizen relationship management and the capacity for government service delivery. However, we are still unclear about how citizens use it. This study applies the theory of channel expansion to examine how San Francisco residents use the 311 system, and how citizens' technology experiences impact their 311 digital contact channel choices rather than the 311 hotline contact channel choice. In addition, we discuss major issues in citizens' 311 contact choices, so that 311 municipal governments may draw lessons from the San Francisco experience.

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Section: Information Sources Related To 311mentioning

confidence: 99%

Citizen Relationship Management System Users’ Contact Channel Choices: Digital Approach or Call Approach?

2017

Information

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“…In another cross-national study, regression analysis found that telecommunications infrastructure and free press influenced the perceptions of government transparency in a positive and significant way [36]. Similarly, citizens' online information-seeking was positively associated with their increased support for government transparency [10], and citizens' e-participation was positively related to their assessment of local government transparency and their trust in government [23]. Despite the increased interest in government transparency, however, there has been very little research focusing on the mechanisms for advancing and communicating government transparency to stakeholders.…”

Section: Youtube-enabled Government Transparencymentioning

confidence: 92%

Increasing Policy Success through the Use of Social Media Cross-Channels for Citizen Political Engagement

Reddick

Chatfield

Brajawidagda

2017

Proceedings of the 50th Hawaii International Conference on System Sciences (2017)

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“…Easy and equitable access to public information and services has always been a goal of open democratic governments. However, e-government refers to a more substantial transformation than e-service delivery (Cullier and Piotrowski, 2009). E-government defines an area, the public sector, as well as the institutions, people, and processes which operate within this area.…”

Section: E-governmentmentioning

confidence: 99%

Analysis of e-service quality from the management perspective: an empirical study on e-government services

Yaghoubi

Rigi

2017

IJBEX

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Abstract:The purpose of this paper as an empirical case study is to identify and rank the effective factors in e-service quality from the management perspective in the technical and vocational training organisation (TVTO) of the Tehran Province. First, effective factors in e-service quality are identified by the Delphi technique; then, the ranks are calculated using analytical hierarchy process (AHP). AHP can be used as a framework for improving the quality of electronic services. Current study is a descriptive research. A questionnaire is used to collect data. The results show that six criteria (delivery of services, organisational performance, web design, security, usefulness of information and customer satisfaction) and 25 sub-criteria are effective in improving the quality of electronic services in the field of intelligent building system and development agencies. Moreover, service delivery is the highest-ranked criterion, followed by customer satisfaction, usefulness of information, and organisational performance; security is the lowest ranked criterion.Keywords: e-government; e-services; Delphi technique; analytical hierarchy process; AHP.Reference to this paper should be made as follows: Yaghoubi, N-M. and Rigi, F. (2017)

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Internet information-seeking and its relation to support for access to government records

Cited by 141 publications

References 55 publications

Citizen Relationship Management System Users’ Contact Channel Choices: Digital Approach or Call Approach?

Citizen Relationship Management System Users’ Contact Channel Choices: Digital Approach or Call Approach?

Increasing Policy Success through the Use of Social Media Cross-Channels for Citizen Political Engagement

Analysis of e-service quality from the management perspective: an empirical study on e-government services

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