New Channels, New Possibilities: A typology and classification of social robots and their role in multi-channel public service delivery

Willem Pieterson, Wolfgang Ebbers, Christian Østergaard Madsen

Research output: Conference Article in Proceeding or Book/Report chapterArticle in proceedingsResearchpeer-review

Abstract

In this contribution we discuss the characteristics of what we call the fourth
generation of public sector service channels: social robots. Based on a review of
relevant literature we discuss their characteristics and place into multi-channel
models of service delivery. We argue that social robots is not one homogenous
type of channels, but rather breaks down in different (sub)types of channels,
each with different characteristics and possibilities to supplement and/or replace existing channels. Given the variety of channels, we foresee challenges in incorporating these new channels in multi-channel models of service delivery.
This is especially relevant given the current lack of evaluations of such models,
the broad range of channels available, and their different stages of deployment
at governments around the world. Nevertheless, social robots offer an
potentially very relevant addition to the service level landscape.
Original languageEnglish
Title of host publicationInternational Conference on Electronic Government
Number of pages12
Volume16
Place of PublicationBerlin
PublisherSpringer
Publication date1 Sept 2017
Pages47-59
ISBN (Print)978-3-319-64676-3
ISBN (Electronic)978-3-319-64677-0
DOIs
Publication statusPublished - 1 Sept 2017
SeriesLecture Notes in Computer Science
Volume10428
ISSN0302-9743

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