TY - GEN
T1 - Channel choice complications
T2 - Exploring the multiplex nature of citizens' channel choices
AU - Østergaard Madsen, Christian
AU - Hofmann, Sara
AU - Pieterson, Willem
PY - 2019
Y1 - 2019
N2 - In spite of massive investment and increased adoption of digital services, citizens continue to use traditional channels to interact with public organizations. The channel choice (CC) field of research tries to understand citizens’ interactions with public authorities to make the interaction more efficient and increase citizen satisfaction. However, most studies have been conducted either as surveys of hypothetical services or in experimental settings, leading to a lack of empirical data from actual use contexts. Therefore, we present the results of a sequential mixed methods study which combines observations of citizen-caseworker interaction in a call center, contextual interviews with callers, and a survey classifying topics from 10,000 telephone calls. We contribute to the CC field and practice with rich empirical data from studies of actual channel choices. Specifically, the study explores the multiplex nature of real-life CC and demonstrate how telephone calls can be part of a process, which occurs across both traditional and digital channels. Moreover, we identify problems, which cause telephone calls related to digital services, and classify these in two groups: information related problems and action related problems.
AB - In spite of massive investment and increased adoption of digital services, citizens continue to use traditional channels to interact with public organizations. The channel choice (CC) field of research tries to understand citizens’ interactions with public authorities to make the interaction more efficient and increase citizen satisfaction. However, most studies have been conducted either as surveys of hypothetical services or in experimental settings, leading to a lack of empirical data from actual use contexts. Therefore, we present the results of a sequential mixed methods study which combines observations of citizen-caseworker interaction in a call center, contextual interviews with callers, and a survey classifying topics from 10,000 telephone calls. We contribute to the CC field and practice with rich empirical data from studies of actual channel choices. Specifically, the study explores the multiplex nature of real-life CC and demonstrate how telephone calls can be part of a process, which occurs across both traditional and digital channels. Moreover, we identify problems, which cause telephone calls related to digital services, and classify these in two groups: information related problems and action related problems.
KW - Channel Choice
KW - Mixed Methods
KW - Public Services
KW - e-government
KW - Multi-channel management
KW - channel behavior
KW - Udbetaling Danmark
U2 - 10.1007/978-3-030-27325-5_11
DO - 10.1007/978-3-030-27325-5_11
M3 - Article in proceedings
SN - 978-3-030-27324-8
VL - 11685
T3 - LCNS International Conference on Electronic Government
SP - 139
EP - 151
BT - EGOV: International Conference on Electronic Government
A2 - Lindgren, Ida
PB - Springer
CY - Berlin
ER -