Translating telephone calls to spreadsheets: Creating data on citizen multichannel behavior through practioners’ involvement

Keyphrases

• Spreadsheets 100%
• Practioners 100%
• Phone Calls 100%
• Multichannel Behaviour 100%
• Caseworkers 100%
• Denmark 40%
• Public Organizations 40%
• Traditional Channel 40%
• Multi-channel Management 40%
• Public Authorities 40%
• Service Channel 40%
• Classification Scheme 40%
• Digital Channels 40%
• Digital Services 20%
• Communication Services 20%
• Common Understanding 20%
• Electronic Government 20%
• Self-service 20%
• Digital Communication 20%
• IT Systems 20%
• Communication Channels 20%
• Incoming Calls 20%
• Methodological Gaps 20%
• Citizen Satisfaction 20%
• E-government Research 20%
• Digital Self-service 20%
• Administrative Efficiency 20%
• Future Collaboration 20%
• New Classification 20%
• Practitioner Needs 20%
• Non-adopters 20%
• Contextual Interviews 20%
• Digital Self 20%
• Digitalize 20%
• Modern Communication 20%

Social Sciences

• Denmark 100%
• e-Government 100%
• Public Authority 100%
• Self-Service 100%
• Classification Systems 100%
• Communication Channel 50%

Computer Science

• Public Organization 100%
• e-government 100%
• Telephone Call 100%
• Classification Scheme 100%
• Digital Service 50%
• Common Understanding 50%
• Contextual Interview 50%