Hidden Negative Social Effects of Poor e-Government Services Design

Stanziola, Enrique; Espil, Mauricio Minuto; Landoni, Luis; Montoya, Santiago

doi:10.1007/11823100_14

Cited by 5 publications

(5 citation statements)

References 13 publications

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Section: Resultsmentioning

confidence: 99%

“…Some citizens hire a professional intermediary to operate e-government services on their behalf. Such hired intermediaries may in some contexts constitute as much as one in four e-government users (Stanziola et al, 2006). These hired intermediaries visit e-government websites a lot but also mask that their clients find e-government exceedingly difficult.…”

Section: Interpersonal Aspectsmentioning

confidence: 99%

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Citizens' information behavior in relation to electronic-government services: a systematic review

Hertzum

2022

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PurposeGovernment information and services are increasingly delivered online through the Internet or other digital means. To benefit citizens, such electronic government (e-government) must be incorporated in their government-related information behavior. This study reviews citizens' information behavior in relation to e-government.Design/methodology/approachFollowing procedures for systematic reviews, this study reviews 53 papers about citizens' e-government information behavior.FindingsThe review finds that citizens (1) employ a rich set of quality, accessibility and non-utilitarian criteria in their perception of e-government; (2) use e-government in combination with offline channels; (3) choose channels on the basis of demographic and situational factors; (4) make frequent use of interpersonal sources and (5) may or may not achieve the intended outcome of their e-government information behavior. E-government information behavior has a lot in common with information behaviors in other domains, but it also accentuates certain facets of information behavior, such as the simultaneous use of multiple channels. In addition, mixed findings are common.Research limitations/implicationsInterpersonal sources, both lay and professional, are integral to citizens' e-government information behavior. Yet, theoretical frameworks for understanding information behavior tend to focus on the individual citizen.Practical implicationsOn its own, e-government is most suited for simpler problems. More complex problems require an information behavior that combines e-government with interpersonal sources.Originality/valueE-government shapes how citizens satisfy their government-related information needs. This study provides an overview of the otherwise scattered research on this information behavior.

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Section: Resultsmentioning

confidence: 99%

Section: Interpersonal Aspectsmentioning

confidence: 99%

Citizens' information behavior in relation to electronic-government services: a systematic review

Hertzum

2022

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“…The responsible staff in eGovernment project in Jordan should consider involving end-users and consider their feedback in the initial stage of websites design seriously in order to achieve satisfied level of usability. Stanziola et al (2006) mentioned that the participation of users during the design process increases their feeling of not being ignored, and encourages the adoption of any new system.…”

Section: Discussionmentioning

confidence: 99%

“…As eGovernment has become a global fact; Asiimwe and Lim (2010) and Stanziola et al (2006) stated that usability is one of the main problems influencing the adoption and development of eGovernment. Poor usability often prevents eGovernment adoption and development.…”

Section: Egovernment and Usabilitymentioning

confidence: 99%

An Exploratory Study of Government Websites Usability in Jordan

Fawwaz

Garaj

Balachandran

2014

International Journal of E-Services and Mobile Applications

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The level of usability of the current eGovernment infrastructure in Jordan was investigated by soliciting the views of the management, i.e. the professionals in charge of managing eGovernment projects. The management was addressed in order to gain an understanding of the root causes of the existing usability problems. The study was based on questionnaire which distributed to 37 managers from different institutions providing eGovernment services. The findings show that the main problems undermining the Jordanian eGovernment usability are: 1) the lack of the general usability awareness amongst the management, 2) the lack of clear usability standards and guidelines, 3) the insufficient level of end-user involvement in the process of design and maintenance of eGovernment services, 4) limited budgets and 5) the lack of expert web-designers. Unearthing the views of those in the position to make a change, these findings are useful not only in the context of redefining the strategy for improving eGovernment in Jordan, but also in other developing countries.

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“…According to [19][20][21][22], the usability still considered as one of the main problems that struggling users of E-Gov websites in many countries. A poor usability in E-Gov websites development it will affects the failure of electronic government project [8].…”

Section: Usability and Accessibility In The Jordanian E-gov Websitesmentioning

confidence: 99%