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Communication Analysis of Public Forms - Discovering Multi-Functional Purposes in Citizen and Government Communication
Dept of Management and Engineering, Linköping University.
Dept of Management and Engineering, Linköping University.
Dept of Management and Engineering, Linköping University.
2007 (English)In: International Journal of Public Information Systems, ISSN 1653-4360, Vol. 3, no 3, p. 161-181Article in journal (Refereed) Published
Abstract [en]

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 to three 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 outcome is 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.

Place, publisher, year, edition, pages
Sundsvall: Mittuniversitetet , 2007. Vol. 3, no 3, p. 161-181
Keywords [en]
Communication perspective, e-government, public e-service, communication analysis, electronic forms
National Category
Computer and Information Sciences
Identifiers
URN: urn:nbn:se:miun:diva-13133OAI: oai:DiVA.org:miun-13133DiVA, id: diva2:389667
Available from: 2011-01-19 Created: 2011-01-19 Last updated: 2018-01-12Bibliographically approved

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Computer and Information Sciences

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • 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