Skip to Main content Skip to Navigation
Conference papers

Channel Choice Complications

Abstract : In spite of massive investment and increased adoption of digital services, citizens continue to use traditional channels to interact with public organizations. The channel choice (CC) field of research tries to understand citizens’ interactions with public authorities to make the interaction more efficient and increase citizen satisfaction. However, most studies have been conducted either as surveys of hypothetical services or in experimental settings, leading to a lack of empirical data from actual use contexts. Therefore, we present the results of a sequential mixed methods study which combines observations of citizen-caseworker interaction in a call center, contextual interviews with callers, and a survey classifying topics from 10,000 telephone calls. We contribute to the CC field and practice with rich empirical data from studies of actual channel choices. Specifically, the study explores the multiplex nature of real-life CC and demonstrate how telephone calls can be part of a process, which occurs across both traditional and digital channels. Moreover, we identify problems, which cause telephone calls related to digital services, and classify these in two groups: information related problems and action related problems.
Complete list of metadata

Cited literature [34 references]  Display  Hide  Download

https://hal.inria.fr/hal-02445798
Contributor : Hal Ifip <>
Submitted on : Monday, January 20, 2020 - 2:00:00 PM
Last modification on : Friday, June 5, 2020 - 5:10:10 PM

File

 Restricted access
To satisfy the distribution rights of the publisher, the document is embargoed until : 2022-01-01

Please log in to resquest access to the document

Licence


Distributed under a Creative Commons Attribution 4.0 International License

Identifiers

Citation

Christian Madsen, Sara Hofmann, Willem Pieterson. Channel Choice Complications. 18th International Conference on Electronic Government (EGOV), Sep 2019, San Benedetto del Tronto, Italy. pp.139-151, ⟨10.1007/978-3-030-27325-5_11⟩. ⟨hal-02445798⟩

Share

Metrics

Record views

201