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Testing Communicability in Municipality e-Services

Christiansson, Marie-Therese, 1966- (författare)
Karlstads universitet,Handelshögskolan (from 2013)
Wik, Malin, 1989- (författare)
Karlstads universitet,Handelshögskolan (from 2013)
  • Konferensbidrag (refereegranskat)
Abstract Ämnesord
  • This paper focuses on the ability to communicate public e-Services, as one part of e-Service evaluation. The purpose is to use and further develop the emerging concept of “communicability” to be used as a base in an evaluation tool in the context of public e-Services. The ability of citizens’ to find, understand and use the e-Services provided is return on investment for public sectors, governments and agencies. The point of departure in this paper is to elaborate on a test process design for data collection and analysis from an empirical driven approach. Empirical grounding is based on a Swedish municipality case with a pilot usability test with eye tracking in 2012 and a second further improved test sessions 2013 on e-Services with citizens partaking in a university course. The research contributions include a further defined concept together with a generic test process for data collection and analysis to be useful as an evaluation tool, in research as in practice. Our research design and experiences from test sessions might also work as an inspiration to other university courses. Further more, findings from our test sessions can be used as a point of departure in formulating guidelines in a handbook to improve communicability in public e-Services.


SOCIAL SCIENCES  -- Media and Communications -- Information Systems, Social aspects (hsv//eng)
SAMHÄLLSVETENSKAP  -- Medie- och kommunikationsvetenskap -- Systemvetenskap, informationssystem och informatik med samhällsvetenskaplig inriktning (hsv//swe)
SAMHÄLLSVETENSKAP  -- Medie- och kommunikationsvetenskap (hsv//swe)
SOCIAL SCIENCES  -- Media and Communications (hsv//eng)


e-Service evaluation
communicability in e-Services
test process design
eye tracking
Information Systems

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