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首页> 外文会议>IFIP WG 8.5 international conference on electronic government >Channel Choice Complications Exploring the Multiplex Nature of Citizens' Channel Choices
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Channel Choice Complications Exploring the Multiplex Nature of Citizens' Channel Choices

机译：渠道选择的复杂性探讨了公民渠道选择的多重性

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In spite of massive investment and increased adoption of digital services, citizens continue to use traditional channels to interact with public organizations. The channel choice (CC) field of research tries to understand citizens' interactions with public authorities to make the interaction more efficient and increase citizen satisfaction. However, most studies have been conducted either as surveys of hypothetical services or in experimental settings, leading to a lack of empirical data from actual use contexts. Therefore, we present the results of a sequential mixed methods study which combines observations of citizen-caseworker interaction in a call center, contextual interviews with callers, and a survey classifying topics from 10,000 telephone calls. We contribute to the CC field and practice with rich empirical data from studies of actual channel choices. Specifically, the study explores the multiplex nature of real-life CC and demonstrate how telephone calls can be part of a process, which occurs across both traditional and digital channels. Moreover, we identify problems, which cause telephone calls related to digital services, and classify these in two groups: information related problems and action related problems.
机译：尽管投入了大量资金并越来越多地采用数字服务，但公民仍继续使用传统渠道与公共组织进行互动。渠道选择（CC）研究领域试图了解公民与公共机构的互动，以提高互动效率并提高公民满意度。但是，大多数研究都是作为假设服务的调查或在实验环境中进行的，导致缺乏来自实际使用环境的经验数据。因此，我们介绍了顺序混合方法研究的结果，该研究结合了对呼叫中心内公民与个案工作者互动的观察，对呼叫者的上下文访谈以及对10,000个电话中的主题进行分类的调查。我们为CC领域做出了贡献，并通过对实际渠道选择的研究提供了丰富的经验数据来进行实践。具体来说，该研究探索了现实生活中CC的多重性，并展示了电话呼叫如何成为整个传统和数字渠道中发生的过程的一部分。此外，我们确定会导致与数字服务相关的电话呼叫的问题，并将这些问题分为两类：与信息相关的问题和与动作相关的问题。

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