ITU

The Relationship Between Outbound and Inbound Communication in Government-to-Citizen Interaction

Research output: Journal Article or Conference Article in JournalConference articleResearchpeer-review

View graph of relations

While many citizens have adopted digital channels for public service interaction, the use of traditional channels remains high, preventing economic benefits from digitalization. The channel choice (CC) and multi-channel management (MCM) fields of echoice of channels and the management of service interactions across channels. Research has mostly focused on either the citizen or organizational side and single channel communication. visits) is understudied. Therefore, we present a longitudinal quantitative study, which analyzes channel traffic data from two service areas, pensions, and parental leave, across three channels (letters, telephone calls, website visits). We apply interactivity theory and the concept of multiplexity to guide our analysis. We seek to offer contributions to the CC and MCM literature by demonstrating a relationship between outbound and inbound communication and the multiplex nature of government-citizen interaction.
Original languageEnglish
JournalCEUR Workshop Proceedings
Volume2797
Pages (from-to)107-115
Number of pages9
ISSN1613-0073
Publication statusPublished - 1 Sep 2020
EventIFIP EGOV-ePart-CeDEM conference - Linköping Univeristy, Linköping, Sweden
Duration: 31 Aug 20202 Sep 2020
http://dgsociety.org/egov-2020/

Conference

ConferenceIFIP EGOV-ePart-CeDEM conference
LocationLinköping Univeristy
CountrySweden
CityLinköping
Period31/08/202002/09/2020
Internet address
Close

    Research areas

  • Channel choice, Mixed Methods, Multi-channel management, Multiplexity

ID: 85762505