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Inclusion in the e-service society: investigating administrative literacy requirements for using e-services
Örebro University, Department of Business, Economics, Statistics and Informatics.ORCID iD: 0000-0002-3713-346X
Örebro University, Department of Business, Economics, Statistics and Informatics.ORCID iD: 0000-0003-1076-3442
Örebro University, Department of Business, Economics, Statistics and Informatics.
2007 (English)In: Electronic government / [ed] Maria A.Wimmer, Jochen Scholl, Åke Grönlund, Berlin: Springer , 2007, 216-227 p.Conference paper, (Refereed)
Abstract [en]

This paper investigates potential changes in requirements for "administrative literacy" - knowledge and skills required from citizens - when manual services are replaced by electronic ones. Do requirements increase, decrease or change qualitatively? We compare manual and electronic versions of ten commonly used services. The needs for knowledge and skills, content and procedures were considerably less for the e-services in eight out of ten cases; however, in complicated services there may rather be a change of skills, e.g. replacing verbal skills with skill in searching for information online. E-services relieve the user of some requirements; hence one obstacle for inclusion is reduced. However, we also found problems with the e-services implying that design of e-services should be informed by the kind of measure we have used as it is of great importance for inclusion in the e-society. © Springer-Verlag Berlin Heidelberg 2007.

Place, publisher, year, edition, pages
Berlin: Springer , 2007. 216-227 p.
Series
Lecture notes in computer science, ISSN 0302-9743 ; 4656
National Category
Information Science
Research subject
Informatics
Identifiers
URN: urn:nbn:se:oru:diva-8059DOI: 10.1007/978-3-540-74444-3_19ISBN: 978-3-540-74443-6 (print)OAI: oai:DiVA.org:oru-8059DiVA: diva2:241238
Conference
6th international conference on electronic government, EGOV 2007. Regensburg, September 3-7, 2007
Available from: 2009-10-01 Created: 2009-10-01 Last updated: 2016-11-21Bibliographically approved

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Grönlund, ÅkeHatakka, MathiasAsk, Andreas
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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf