Reaching Communication Quality in Public E-Forms: A Communicative Perspective on E-Form Design
2007 (English)In: Electronic Government: 6th International Conference, EGOV 2007, Regensburg, Germany, September 3-7, 2007. Proceedings / [ed] Wimmer M, Scholl J, Grönlund Å, Springer Berlin/Heidelberg, 2007, , 342-353 p.342-353 p.Conference paper (Refereed)
This paper adopts a communication perspective on public electronic forms (e-forms). By doing so we define forms as instruments for communication and, thus, also instruments through which citizens perform different communicative actions towards government agencies. As such instruments, the forms might be more or less useful. The purpose of this paper is to explore what features of an e-form that increase the communication quality. We conduct a theoretical synthesis of three existing approaches for designing information systems. The result is a combined theory on key features of an e-form that make the establishment of communication quality more likely. The result consists of four key concepts, each of which give rise to one set of design principles for communication from the issuer of the e-form to the user (citizen), and one set of design principles for communication from the user (citizen) to the recipient of the e-form.
Place, publisher, year, edition, pages
Springer Berlin/Heidelberg, 2007. , 342-353 p.342-353 p.
Lecture Notes in Computer Science, ISSN 0302-9743 (print), 1611-3349 (online) ; 4656
Communication quality, usability, actability, electronic form, public e-service
IdentifiersURN: urn:nbn:se:liu:diva-40628DOI: 10.1007/978-3-540-74444-3_29Local ID: 53678ISBN: 978-3-540-74443-6OAI: oai:DiVA.org:liu-40628DiVA: diva2:261477
6th International Conference, EGOV 2007, Regensburg, Germany, September 3-7, 2007.