K. Layne and J. W. Lee, Developing fully functional E-government: A four stage model, Gov. Inf. Q, vol.18, pp.122-136, 2001.

C. Ø. Madsen and P. Kraemmergaard, How to Migrate Citizens Online and Reduce Traffic on Traditional Channels Through Multichannel Management: A Case Study of Cross-Organizational Collaboration Surrounding a Mandatory Self-Service Application, pp.121-142, 2018.

C. Reddick and L. Anthopoulos, Interactions with e-government, new digital media and traditional channel choices: citizen-initiated factors, Transform. Gov. People, Process Policy, vol.8, pp.398-419, 2014.

, Statistics Denmark: ICT household survey 2016, 2016.

, European Commission: Digital Economy and Society Index, p.2018

, Country Report Denmark, 2018.

W. E. Ebbers, W. J. Pieterson, and H. N. Noordman, Electronic government: Rethinking channel management strategies, Gov. Inf. Q, vol.25, pp.181-201, 2008.

C. Ø. Madsen and S. Hofmann, Multichannel Management in the Public Sector -A Literature Review, Electron. J. e-Government, 2019.

W. Pieterson, Citizens and Service Channels: Channel Choice and Channel Management Implications, Int. J. Electron. Gov. Res, vol.6, pp.37-53, 2010.

C. Ø. Madsen and P. Kraemmergaard, Channel Choice: A Literature Review, Electronic Government: Proceedings of the 14th IFIP WG 8,5 International Conference, 2015.
URL : https://hal.archives-ouvertes.fr/hal-01412228

C. Reddick and M. Turner, Channel choice and public service delivery in Canada: Comparing e-government to traditional service delivery, Gov. Inf. Q, vol.29, pp.1-11, 2012.

K. Kernaghan, Changing channels: Managing channel integration and migration in public organizations, Can. Public Adm, vol.56, pp.121-141, 2013.

S. Ganapati and C. G. Reddick, The Use of ICT for Open Government in U.S. Municipalities: Perceptions of Chief Administrative Officers. Public Perform, Manag. Rev, vol.37, pp.365-387, 2014.

I. Lindgren, C. Ø. Madsen, S. Hofmann, and U. Melin, Close encounters of the digital kind: A research agenda for the digitalization of public services, Gov. Inf. Q, 2019.

C. Ø. Madsen, Translating Telephone Calls To Spreadsheets : Generating Knowledge on Citizen Multichannel Behavior in Collaboration With Caseworkers, Electron. J. e-Government, vol.16, pp.106-118, 2018.

P. Willem and M. Teerling, Citizen Behavior in a Multi-Channel Environment, Proceeding 9th Annu. Int. Digit. Gov. Res. Conf, pp.387-388

L. K. Trevino, J. Webster, and E. W. Stein, Making Connections: Complementary Influences on Communication Media Choices, Attitudes, and Use, Organ. Sci, vol.11, pp.163-182, 2000.

C. Ø. Madsen and P. Kraemmergaard, Single parents' domestication of mandatory e-government, Gov. Inf. Q, 2015.

W. Pieterson, Channel Choice. Citizens' Channel Behavior and Public Service Channel Strategy, 2009.
URL : https://hal.archives-ouvertes.fr/hal-02445798

W. E. Ebbers, M. G. Jansen, W. J. Pieterson, and L. A. Van-de-wijngaert, Facts and feelings: The role of rational and irrational factors in citizens' channel choices, Gov. Inf. Q, vol.33, pp.506-515, 2016.

W. Pieterson and J. Van-dijk, Channel choice determinants; an exploration of the factors that determine the choice of a service channel in citizen initiated contacts, 8th Annual International Conference on Digital Government Research, pp.173-182, 2007.

L. Schmidthuber and D. Hilgers, Browse or Brush? An Exploration of Citizen-Government Interaction in the Municipal Realm, Proceedings of the 50th

, Hawaii International Conference on System Science (HICSS-50), pp.2418-2427, 2017.

W. E. Ebbers, M. G. Jansen, and A. Van-deursen, Impact of the digital divide on e-government: Expanding from channel choice to channel usage, Gov. Inf. Q, vol.33, pp.685-692, 2016.

C. Haythornthwaite, Social networks and Internet connectivity effects. Information, Commun. Soc, vol.8, pp.125-147, 2005.

A. M. Ledbetter and J. P. Mazer, Do online communication attitudes mitigate the association between Facebook use and relational interdependence? An extension of media multiplexity theory, 2014.

K. B. Jensen, Intermediality, The International Encyclopedia of Communication Theory and Philosophy, 2016.

K. K. Stephens, J. O. Sørnes, R. E. Rice, L. D. Browning, and A. S. Saetre, Discrete, sequential, and follow-up use of information and communication technology by experienced ICT users, Manag. Commun. Q, 2008.

C. Saunders and J. W. Jones, Temporal Sequences in Information Acquisition for Decision Making: A Focus on Source and Medium. Acad, 2011.

M. J. Dutta-bergman, Complementarity in Consumption of News Types Across Traditional and New Media, J. Broadcast. Electron. Media, vol.48, pp.41-60, 2004.

N. Blaikie, Approaches to social inquiry, Polity, 2010.

J. W. Creswell, Research Design. Qualitative, Quantitative, and Mixed Methods Approaches, 2014.

J. Blomberg, J. Giagomi, A. Mosher, and P. Swenton-wall, Ethnographic field methods and their relation to design, Participatory Design: Principles and Practices, 1993.

K. Eisenhardt and M. Graebner, Theory building from cases: Opportunities and challenges, Acad. Manag. Rev, vol.50, pp.25-32, 2007.