Testing Communicability in Public e-Services: Process and Outcomes
2014 (English)In: Electronic government and electronic participation / [ed] Marijn F.W.H.A. Janssen, Frank Bannister, Olivier Glassey, Hans Jochen Scholl, Efthimios Tambouris, Maria A. Wimmer, Ann Macintosh, IOS Press, 2014, Vol. 21, 244-253 p.Conference paper (Refereed)
In this paper, a case of testing public e-Service communicability is analysed in terms of process as well as outcomes. Key elements in test processes are defined, together with the meaning of communicability identified in terms of information-oriented metrics. The purpose of our paper is to develop knowledge about how e-Service providers should improve their ability to communicate and support users in finding, understanding and using e-Services. The reconstructed test process design is based of an analysis of gaze replays in citizen test sessions by means of eyetracking technology. Empirical findings on communicability metrics are further grounded in theory. Our main contribution to the research community and the field of practice, are a test process and a communicability framework to support the assessing of e-Service information. The use of wireframes for the e-Service five layers, together with a multifunctional template for data collection, analysis and presentation are introduced.
Place, publisher, year, edition, pages
IOS Press, 2014. Vol. 21, 244-253 p.
, Innovation and the public sector, ISSN 1871-1073
Communicability, Information-oriented metrics, Test process, e- Service layers
Information Systems, Social aspects
Research subject Information Systems
IdentifiersURN: urn:nbn:se:kau:diva-33469DOI: 10.3233/978-1-61499-429-9-244ISI: 000355825600024ISBN: 978-1-61499-428-2ISBN: 978-1-61499-429-9OAI: oai:DiVA.org:kau-33469DiVA: diva2:740954
IFIP EGOV 1-3 sept 2014