Behind the Web site: An inside look at the production of Web-based textual government information

This paper describes an exploratory, multisite case study of the production of textual content for state agency Web sites. The qualitative field study explored internal agency Web staff characterizations of textual Web content and staff perceptions of factors affecting the production of content. Study results suggest that staff characterize content in terms of its format, its style age, its rate of change, its degree of change, its owner, and the degree to which it is sensitive. Staff described nine factors affecting content production including information intensity, public education mission, public inquiry burden, top-down directives, existing maintenance burden, review and approval process, resources, management interest and goals, and support from other program staff. A better understanding of how internal agency staff perceive and treat content is important because staff play a large role in determining what content is produced and what characteristics the content contains. The inclusion or exclusion of certain characteristics in content has important implications for information usability, costs, citizen participation in agency policymaking, government transparency, and public trust in government.