Channel Choice: A Literature Review

Madsen, Christian Østergaard; Kræmmergaard, Pernille

doi:10.1007/978-3-319-22479-4_1

Cited by 29 publications

(30 citation statements)

References 41 publications

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“…The channel strategy, along with the digitalization of services, offers users a variety of ways to communicate with counsellors. Media richness theory (MRT) compares different communication media in terms of their ability to transmit information (Madsen, Hofmann & Pieterson, 2019;Madsen & Kraemmergaard, 2015). MRT addresses direct communication between a sender and a recipient.…”

Section: A Channel Strategy With Several Layersmentioning

confidence: 99%

From the desk to the cyborg’s faceless interaction in The Norwegian Labour and Welfare Administration

Fugletveit

Lofthus

2021

Nordisk välfärdsforskning | Nordic Welfare Research

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We explore the shift from desk to digital services in the Norwegian Labour and Welfare Administration (NAV). This organizational shift is part of the "Channel Strategy", which aims to route service users through multiple choices of media channel in NAV. The research question is: How do NAV service users with mental health challenges and cooccurring disorders experience the digitalization of NAV's services? Our methodological framework is a bottom-up perspective. Our empirical sample consists of qualitative interviews with 25 service users with co-occurring disorders and challenges with mental health problems who have extensive knowledge of and experience using NAV's services. The findings indicate a shift towards what we have termed "faceless interaction", which refers to interactions related to users, frontline workers and the welfare system, as well as to how users respond to mediation in a digital context. In this integrated circuit, humans are responding to the terms set by technology; human interaction related to user involvement and responsibility is less prominent. The conclusion indicates that a shift towards digital social services in NAV requires new forms of skill and communication among both frontline workers in NAV and users with mental health challenges and co-occurring disorders.

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Section: A Channel Strategy With Several Layersmentioning

confidence: 99%

From the desk to the cyborg’s faceless interaction in The Norwegian Labour and Welfare Administration

Fugletveit

Lofthus

2021

Nordisk välfärdsforskning | Nordic Welfare Research

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“…socio-demographics, experience with channel, habits), situational constraints (price, distance to channels), and satisfaction (e.g. satisfaction with service encounter) [22]. In light of the aforementioned research findings, this study proposes a model where both the MCSD and data-driven public sector interplay and integrate e-government competencies [23] such as legal, managerial, technical, socio-technical and organizational competencies.…”

Section: The Multi-channel Service Delivery Model As a Data-driven Pumentioning

confidence: 99%

Towards a Multi-Channel Service Delivery model in the data-driven public sector

Agbozo¹,

Медведев²

2020

Bus. Inform.

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The goal of e-government is to provide public services to end users-be it citizens or residents-of a given nation. Research has shown that there is the susceptibility of governments to check all the boxes so as to present an image of having e-government implementations, yet end users eventually do not benefit from these electronic services. Quality public service delivery is an issue of priority today and, with the increasing availability of modern technological tools and techniques, it is attainable. Datadriven e-government is a necessary ingredient in the modern day public sector due to the widespread availability and rapid production of data (i.e. big data) and it aims at value creation. This study proposes a novel research concept, using the Multi-Channel Service Delivery model as a catalyst to attain the data-driven ecosystem in the public sector. The model was developed based on recommendations from works of previous research to address the changing landscape of the public sector. By integrating the Multi-Channel Service Delivery model into e-government and public sector decision making, governments will be able to bridge the divide and offer services to end users with access to e-services, as well as those who do not. In doing so, the United Nations' Sustainable Development Goals (SDGs) which are aimed at leaving none behind will be arrived at.

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“…Due to increasing possibilities of citizens to communicate with local government and vice versa, a great stream of literature on factors explaining citizens' use of one channel over another has emerged [11,21,22,24]. A review of prior studies on determinants of channel choice shows that numerous factors influence citizens' decision on how to interact with governmental agencies [21,22,24].…”

Section: Channel Choice and Its Determinantsmentioning

confidence: 99%

“…We thereby address the lack of use of primary data in analyzing channel choice [11]. Second, while numerous studies have investigated differences of online and offline citizen communication with government, there is very limited research distinguishing between web and mobile app users.…”

Section: Introductionmentioning

confidence: 99%