Communication Analysis of Public Forms: Discovering Multi-functional Purposes in Citizen and Government Communication

Axelsson, Karin,1968-Örebro universitet,Handelshögskolan vid Örebro universitet,Informatik,Dept of Management and Engineering, Linköping University (författare)

Communication Analysis of Public Forms : Discovering Multi-functional Purposes in Citizen and Government Communication

This paper adopts a communication perspective on forms in public e-services. This perspective emphasizes that the main purpose of such forms is to facilitate communication between citizens and government agencies. The form is perceived as a tool for performing communicative actions. A communication analysis (CA) method, originally developed for systems requirements engineering, is applied on a public form; i.e. the medical certificate used in connection with a citizen’s application for a provisional driving license in Sweden. The CA method consists of a set of questions related tothree communicative categories; conditions, actions, and consequences. The CA method is used in order to explore the communicative roles of forms in public e-services. As a result of the communication analysis four multi-functional purposes of citizen and government agency communication are discovered. These purposes contribute to the understanding and evaluation of forms in public e-services. The communicative roles, and their multi-functional purposes, are important design features to focus in the development of e-services and electronic forms. Besides these findings, another outcomeis that the CA method has been tested in an e-government context. The communication perspective, as well as the CA method, contribute with useful insights in this context.

NATURVETENSKAP Data- och informationsvetenskap hsv//swe
NATURAL SCIENCES Computer and Information Sciences hsv//eng
NATURVETENSKAP Data- och informationsvetenskap Systemvetenskap, informationssystem och informatik hsv//swe
NATURAL SCIENCES Computer and Information Sciences Information Systems hsv//eng
Communication perspective
e-government
public e-service
communication analysis
electronic forms
SOCIAL SCIENCES
SAMHÄLLSVETENSKAP
Statistics, computer and systems science
Statistik, data- och systemvetenskap
Informatics, computer and systems science
Informatik, data- och systemvetenskap
Informatics
Informatik
Informatics
Informatik

Melin, Ulf,1968-Dept of Management and Engineering, Linköping University (författare)
Persson, Anders,1978-Dept of Management and Engineering, Linköping University (författare)
Örebro universitetHandelshögskolan vid Örebro universitet (creator_code:org_t)

Ingår i:International Journal of Public Information SystemsSundsvall : MidSweden University:3, s. 161-1811653-4360

Av författaren/redakt...: Axelsson, Karin, ...; Melin, Ulf, 1968 ...; Persson, Anders, ...

Om ämnet

NATURVETENSKAP: NATURVETENSKAP; och Data och informa ...; och Systemvetenskap ...

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