Frequency and Costs of Communication with Citizens in Local Government

    Publikation: Bidrag til tidsskriftKonferenceartikel i tidsskriftForskningpeer review

    Resumé

    This paper addresses the frequency and costs of local governmentcitizen communication in five channels (physical meetings, postal mails, phone calls, e-mail and online self service. Considered to be among the advanced countries with regards to supply of e-services, our analysis shows a surprisingly low use of transactions in the Danish local government. Also, our estimate is that email costs are higher than phone call costs and that there is substantial room for advancing our knowledge of the costs of e-services.
    OriginalsprogEngelsk
    BogserieLecture Notes in Computer Science
    Vol/bind6866
    Sider (fra-til)15-25
    Antal sider10
    ISSN0302-9743
    DOI
    StatusUdgivet - 2011
    BegivenhedEGOVIS 2011: International Conference on Electronic Government and the Information Systems Perspective - Toulouse, Frankrig
    Varighed: 29 aug. 20112 sep. 2011
    Konferencens nummer: 2
    http://www.dexa.org/node/43

    Konference

    KonferenceEGOVIS 2011: International Conference on Electronic Government and the Information Systems Perspective
    Nummer2
    LandFrankrig
    ByToulouse
    Periode29/08/201102/09/2011
    Internetadresse

    Emneord

    • Cost-benefit analysis
    • online services
    • channel management
    • communication

    Citer dette

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    title = "Frequency and Costs of Communication with Citizens in Local Government",
    abstract = "This paper addresses the frequency and costs of local governmentcitizen communication in five channels (physical meetings, postal mails, phone calls, e-mail and online self service. Considered to be among the advanced countries with regards to supply of e-services, our analysis shows a surprisingly low use of transactions in the Danish local government. Also, our estimate is that email costs are higher than phone call costs and that there is substantial room for advancing our knowledge of the costs of e-services.",
    keywords = "Cost-benefit analysis, online services, channel management, communication",
    author = "Andersen, {Kim Normann} and Rony Medaglia and {Zinner Henriksen}, Helle",
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    doi = "10.1007/978-3-642-22961-9_2",
    language = "English",
    volume = "6866",
    pages = "15--25",
    journal = "Lecture Notes in Computer Science",
    issn = "0302-9743",
    publisher = "Springer",

    }

    Frequency and Costs of Communication with Citizens in Local Government. / Andersen, Kim Normann; Medaglia, Rony; Zinner Henriksen, Helle.

    I: Lecture Notes in Computer Science, Bind 6866, 2011, s. 15-25.

    Publikation: Bidrag til tidsskriftKonferenceartikel i tidsskriftForskningpeer review

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    AU - Zinner Henriksen, Helle

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    KW - online services

    KW - channel management

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