Channel choice and public service delivery in Canada: Comparing e-government to traditional service delivery

This study examines channel choice and public service delivery in Canada, comparing e-government to traditional service delivery channels such as the phone or visiting a government office. Factors studied include the digital divide, the nature of the citizen interaction with government, public service values, and satisfaction with services received by citizens. These factors are used to determine whether they impacted choice of channel and satisfaction with that channel. This study, through logistic regression of a public opinion survey of Canadian residents, found indications suggesting a digital divide in accessing e-government; found that government websites were most commonly used for information purposes, while the phone was most commonly used to solve problems. In regards to citizens' satisfaction, the apparent digital divide was bridged when females and older Canadians were more satisfied with their contact with a government website. In addition, a positive experience with service delivery and positive public service values lead to greater website satisfaction. The results of this study imply that the phone is a more effective service channel for solving problems, and the website is more effective for getting information. Therefore, governments need to provide multiple contact channels for citizens, depending upon their task at hand, while ensuring consistency of information and service response across channels. Creating a positive experience for citizens when they received a service translates into a more satisfied experience with e-government.     

Suggesting frameworks of citizen-sourcing via Government 2.0

Through various platforms enabled by Web 2.0 technologies, citizens can collectively create public information, provide service, and take part in policy processes. Pushed by the Open Government Directive of the Obama administration, citizen-sourcing may be a new mode of government operations in the U.S. This paper suggests two frameworks to examine the emerging mechanism. The first framework provides three dimensions of citizen-sourcing initiatives: purpose (image-making or ideation), collective intelligence type (professional knowledge or innovative ideas), and strategy (contest, wiki, social networking, or social voting). Second, the paper presents a framework for assessing current citizen-sourcing initiatives. Its categories include design evaluation, process evaluation, and outcome evaluation. The performance of citizen-sourcing primarily depends on the appropriateness of the platform design. The effectiveness of the process needs to be evaluated in terms of the Open Government Directive's three pillar goals of transparency, participation, and collaboration. Evaluating the impact of citizen-sourcing will reveal whether citizen-sourcing is rhetorical or if it actually exerts significant effects on society.     

Author-team diversity and the impact of scientific publications: Evidence from physics research at a national science lab

In the second half of the 20th century, scientific research in physics, chemistry, and engineering began to focus on the use of large government-funded laboratories. This shift toward so-called big science also brought about a concomitant change in scientific work itself, with a sustained trend toward the use of highly specialized scientific teams, elevating the role of team characteristics on scientific outputs. The actual impact of scientific knowledge is commonly measured by how often peer-reviewed publications are, in turn, cited by other researchers. Therefore, how characteristics such as author team seniority, affiliation diversity, and size affect the overall impact of team publications was examined. Citation information and author demographics were reviewed for 123 articles published in Physical Review Letters from 2004 to 2006 and written by 476 scientists who used the National High Magnetic Field Laboratory's facilities. Correlation analysis indicated that author teams that were more multi-institutional and had homogeneous seniority tended to have more senior scientists. In addition, the analysis suggests that more mixed seniority author teams were likely to be less institutionally dispersed. Quantile regression was used to examine the relationships between author-team characteristics and publication impact. The analysis indicated that both weighted average seniority and average seniority had a negative relationship with the number of citations the publication received. Furthermore, the analysis also showed a positive relationship between first-author seniority and the number of citations, and a negative relationship between the number of authors and the number of citations.     

Capturing business intelligence required for targeted marketing,demonstrating value,and driving process improvement

The University of Wollongong (UOW) in New South Wales, Australia, has undertaken an innovative and collaborative research project to demonstrate the value that can be provided by academic libraries through a tool called the “library cube”. The library cube consists of two major components: a backend system containing a multidimensional data warehouse linking student borrowing and use of electronic resources to students' academic marks (grades); and a frontend system that allows users to quickly and easily create cross tabulated data views, such as average student marks by frequency of library resource usage and gender. The project is different from the efforts of other institutions to link usage to student outcomes, in that the library cube is not an isolated research project, but is now an ongoing part of UOW's systems and performance reporting. The library cube represents a fundamental shift in evaluating the student experience through the integration of discrete systems and datasets. It has revealed a very strong relationship between student library usage and academic performance. This information will improve UOW library's ability to demonstrate value to clients and stakeholders. The library cube has also delivered some anticipated and unexpected findings on the relationship between social variables, such as gender, age, and citizenship, and library usage behaviors; and in doing so has also identified potential target audiences for library promotions and engagement strategies.     

Underrepresented,positively portrayed: Older adults in television commercials

This paper reports a content analysis of 778 television commercials. Commercials were examined for the presence of older adults. Commercials featuring older adults were then examined more closely to describe the nature of the portrayals. Consistent with previous research, older adults were shown to be underrepresented in the commercials examined, as compared to their presence in the population. This effect was particularly strong for older women and for members of ethnic minorities. However, older adults were found to be presented in a relatively positive light—as active, happy, and strong. In addition, older adults were shown to be least underrepresented in advertisements for financial services and retail chains, and most underrepresented in advertisements for automobiles and travel services. The results are discussed in terms of the changing position of the older adult consumer in the marketplace. Suggestions for future research are provided.     

Exploring information flows at Nottingham City Homes

This article presents the results of an information audit carried out in a public sector organisation in the UK. The value of the exercise in raising otherwise hidden issues for action is confirmed. The lack of responsibility for information and the importance of context in conferring meaning were significant findings. The process was a catalyst for new thinking about the importance of information in cross-functional working. Some limitations of the information audit process are considered, with emphasis on the need to be sensitive to context. The necessity of relating such tools to the broader literature on organisational politics is suggested, especially in the context of responsibilities for classifications.     

A usability analysis of municipal government website home pages in Alabama

This study uses e-government and corporate usability benchmarks to compare municipal government websites in Alabama and examine correlations between usability scores and population, as well as usability scores and per capita income. E-government in Alabama is on the rise. At the state level, in 2008, Alabama ranked in the top 10 states in e-government after three years of being in the bottom three. Improvements in state-level e-government have not, however, necessarily trickled down to the municipal level, and this study found no correlation between usability and a municipality's population or per capita income. Indeed, the study reveals substantial problems with municipal website usability, including accessibility; such problems could erode the web credibility of municipalities trying to engage citizens, to create or strengthen sustainable practices, and to attract companies that can bring new jobs and improve the local economy.     

Using ICTs to create a culture of transparency: E-government and social media as openness and anti-corruption tools for societies

In recent years, many governments have worked to increase openness and transparency in their actions. Information and communication technologies (ICTs) are seen by many as a cost-effective and convenient means to promote openness and transparency and to reduce corruption. E-government, in particular, has been used in many prominent, comprehensive transparency efforts in a number of nations. While some of these individual efforts have received considerable attention, the issue of whether these ICT-enabled efforts have the potential to create a substantive social change in attitudes toward transparency has not been widely considered. This paper explores the potential impacts of information and ICTs – especially e-government and social media – on cultural attitudes about transparency.     

Public libraries and Nigerian cultural development

This paper has identified the ingredients of culture, especially as found in an African society such as Nigeria. It has shown the cultural missions of public libraries as enunciated in the 1995 UNESCO Public Library Manifesto. It shows the role culture in the development of a society. It has discussed some of the ways the cultures of different Nigerian ethnic groups have been negatively influenced; and the problems hindering public libraries in the country from performing their cultural functions creditably. It emphasizes that this category of libraries should be adequately supported for them to uphold, and project the good image of Nigerians through their cherished cultural activities.     

Individual motivations and demographic differences in social virtual world uses: An exploratory investigation in Second Life

Emerging social virtual worlds (SVWs) are attracting attention from researchers and practitioners for the potential benefits they offer to many real-life domains such as business and education. The values of SVWs cannot be realized without a sufficient number of users; however, little research has been conducted to investigate the factors attracting people to use SVWs. The purpose of this paper is to explore individual motivations and differences in SVW uses based on the uses and gratifications paradigm and on the literature of Internet uses. Content analysis is adopted to code and categorize the responses from 188 users in Second Life (SL), one of the most popular SVWs. Results show that people use SL because of three types of motivations: functional, experiential, and social. Comparative analysis by gender, age, education, and experience using Chi-square tests suggests that (1) female users are more inclined to shopping, researching, and exploring within SL, whereas male users are more concerned with using SL for making money; (2) younger users are more likely to use SL for entertainment, while older users are more likely to use SL for creating and education; (3) users with higher education exert significantly more effort with in-world research and education than those who with lower levels of education; and (4) relative to their counterparts, experienced users are more aware of the values of SL for creating, education, and commerce. No significant inter-group difference of any experiential motivation has been found regarding education and experience. In addition, no significant individual difference has been found regarding social motivations.