Interactions with e-government, new digital media and traditional channel choices: citizen-initiated factors

2014 ◽  
Vol 8 (3) ◽  
pp. 398-419 ◽  
Author(s):  
Christopher Reddick ◽  
Leonidas Anthopoulos
Keyword(s):  
Statistical Analysis ◽  
Digital Divide ◽  
Digital Media ◽  
Developed Country ◽  
Content Type ◽  
Service Channel ◽  
Channel Choice ◽  
Traditional Service ◽  
Level Of Selection ◽  
Service Channels

Purpose – This paper aims to examine the factors that can predict citizen-initiated contact with e-government as an attempt to identify important differences between service channel selections. Although more than two decades have passed since the initiation of e-government, digital channel choice is still being questioned, compared to traditional channels, and the level of selection with channels is being investigated. Design/methodology/approach – This study states three research questions that are answered through a literature review and statistical analysis of a survey in a developed country. More specifically, it identifies the factors that impact channel choice and validates them with survey results. To this end, this paper utilizes data from a national Canadian survey, where citizens empirically evaluated their channel choice – e-government, new digital media and traditional service channels – for government contacts. Findings – Statistical analysis over this data return valuable findings such as that the e-government channel is more appropriate for information collection, whereas traditional service channels are more likely to establish individual problem solving. Moreover, the digital divide appears to have an impact on citizen channel choice. Furthermore, digitally literate citizens who are aware of privacy issues are more likely to use new digital media. Finally, citizens are quite satisfied from their new digital media experience, but are not as satisfied with their traditional contact experience. Originality/value – These outcomes show that e-government obstacles regarding digital divide, trust and efficiency remain active and have to be addressed more carefully by governments. This study shows that e-government and new digital media are not simple channel choices, but are complex in public service delivery. These outcomes confirm the significance of channel choice for transforming government, as e-government appears to be a part of a broader channel choice agenda.

Digital divide in light of religion, gender, and women’s digital participation

2020 ◽  
Vol 18 (3) ◽  
pp. 405-413
Author(s):  
Ruth Tsuria
Keyword(s):  
Digital Divide ◽  
Digital Media ◽  
Case Studies ◽  
Theoretical Approach ◽  
Design Methodology ◽  
Internet Access ◽  
Future Research ◽  
Content Type ◽  
Religious Traditions

Purpose This paper aims to argue for the importance of considering religious and cultural background as informing participant's access and attitudes towards digital media. Design/methodology/approach The paper takes a socio-cultural theoretical approach. In terms of methodology, it refers to case studies based on discourse analysis of online content. Findings The paper argues that the online discourse in the case studies presented discourages women from using digital media for their own empowerment. Research limitations/implications Some limitation include that this research focuses only on a case study from Judaism. Future research should examine how other religious traditions impact internet access and uses. Originality/value The paper's contribution is in its novel inclusion of religion as an element of the digital divide.

The use of service channels by citizens in the Netherlands: implications for multi-channel management

2008 ◽  
Vol 74 (1) ◽  
pp. 95-110 ◽  
Author(s):  
Willem Pieterson ◽  
Wolfgang Ebbers
Keyword(s):  
Empirical Studies ◽  
Management Strategies ◽  
Personal Characteristics ◽  
Channel Management ◽  
Service Channel ◽  
Channel Integration ◽  
Governmental Organizations ◽  
Traditional Service ◽  
Different Characteristics ◽  
Service Channels

Many governmental organizations are changing their service channel management strategies to multi-channel management. However, very few empirical studies exist that explore how these multi-channel strategies should be shaped. In this article we test a number of hypotheses on citizens' channel use behaviour and the determinants of this behaviour. Further, we take into account the differences between citizens with and without a personal computer. In our conclusions we call for multi-channel strategies that do not only incorporate the features of service channels and the front—back office integration, but also deal with personal characteristics and task characteristics. Further, digital divide issues still influence channel usage by citizens, so it is necessary to keep all channels open for citizens. Finally, our study reveals that multi-channelling is a very complex subject on which research is still in its infancy. Points for practitioners • Multi-channel management may benefit most from channel integration. • Channels have different characteristics that render them suitable for different (parts of) services. • Computer `have-nots' still rely on traditional service channels, so these should remain accessible.

Exploring the integration of social media within integrated marketing communication frameworks

2016 ◽  
Vol 34 (1) ◽  
pp. 19-40 ◽  
Author(s):  
Michael John Valos ◽  
Fatemeh Haji Habibi ◽  
Riza Casidy ◽  
Carl Barrie Driesener ◽  
Vanya Louise Maplestone
Keyword(s):  
Social Media ◽  
Digital Media ◽  
Information Seeking ◽  
Marketing Communications ◽  
Marketing Communication ◽  
Integrated Marketing ◽  
Content Type ◽  
Service Channel ◽  
Senior Services ◽  
The Impact

Purpose – At present no frameworks exist for services marketers to incorporate social media (SM) within marketing communications planning. The majority of integrated marketing communications (IMC) frameworks were developed prior to the development of the widespread use of digital and SM for information seeking, sales and service. The purpose of this paper is to investigate this issue for services marketers specifically as they differ from FMCG, industrial and durable marketers in terms of marketing messages, branding, media and channels. Furthermore, as they are less reliant on outsourced sale channels they have more potential than other industries to integrate social and digital media to build awareness, brands and sales. Design/methodology/approach – Depth interviews were conducted with eight senior services marketing executives to identify the impact of SM on marketing communications planning, implementation and measurement. Findings – The findings revealed that the unique characteristics of SM (such as interactivity and individualisation, integration of communication and distribution channels, immediacy and information collection) impact traditional marketing communications frameworks. These impacts manifested in 12 modifications specific to services and SM to traditional generic IMC frameworks encompassed by the themes of reach, service channel, word-of-mouth advocacy, consumer generated messages, listening and behavioural measurement. Practical implications – The rapidly evolving nature of SM means senior services marketers need to educate organisational stakeholders regarding implementation issues, which may be a barrier to effective integration of SM within marketing communications. Originality/value – With digital marketing communications budgets reaching 30 per cent within some organisations, it is timely to put forward a marketing communication decision-making framework that first incorporates SM and second is suitable for services marketers.

Channel choice in China

2020 ◽  
Vol 14 (1) ◽  
pp. 81-100
Author(s):  
Christopher Reddick ◽  
Yueping Zheng ◽  
Bruce Perlman
Keyword(s):  
Public Service ◽  
Design Methodology ◽  
User Characteristics ◽  
Government Service ◽  
Content Type ◽  
Service Channel ◽  
Channel Choice ◽  
Technological Capacity ◽  
Citizen Attitudes ◽  
The Impact

Purpose This paper aims to examine the influence of user characteristics on preference for government service delivery channels. Preferences are understood as citizen use of and satisfaction with digital and traditional government contact modalities. User characteristics are represented by three constructs encapsulating the key elements of citizen features and attitudes. Design/methodology/approach The constructs are tested on data from a survey of 30 cities in China, resulting in 3,000 respondents, which asked questions on respondents’ use of and satisfaction with traditional modes (hotlines and service center channels) and digital modes (e-government and m-government channels) as well as respondents’ sociodemographics, technological capacity and view of government. Findings The results showed two important findings. First, service channel use was related to the first and second constructs (sociodemographics and technological capacity). Second, service channel satisfaction showed strong evidence of relation to the third construct, view of government. Research limitations/implications The results of this study make an empirical contribution to understanding the features of citizens that influence channel choice for public service contacts. Originality/value This study contributes to the understanding of channel choice in three areas. First, it is an empirical study using survey data and so adds to a largely case-based and conceptual literature. Second, by looking at the impact of citizen attitudes about government and not just their sociodemographic features. Third, by examining channel choice in the context of a fast-developing country like China.

Internet Village Motoman Project in rural Cambodia: bridging the digital divide

2018 ◽  
Vol 31 (1) ◽  
pp. 2-20 ◽  
Author(s):  
Margaret Meiling Luo ◽  
Sophea Chea
Keyword(s):  
Digital Divide ◽  
Rural Areas ◽  
New Technology ◽  
Successful Implementation ◽  
Unintended Effects ◽  
Organizational Setting ◽  
Wireless Internet ◽  
Developed Country ◽  
Content Type ◽  
The World

Purpose Community wireless networking has become a growing trend in both metropolitan and rural areas around the world. However, few studies have sought to understand what motivates people to use community wireless networks and the unintended effects that those technologies have on communities, particularly for rural users. The purpose of this paper is to explore the benefits and usage of an asynchronous wireless internet system in a rural village of Cambodia to examine the issues and challenges in the acceptance of a new technology in a less-developed country. Design/methodology/approach By employing qualitative methods of in-depth case analysis, the authors revealed various usage motivations and unintended effects of the system. Findings The authors identified five reasons that motivated users to use the system: avowed identity, a means to an end, maintaining personal ties, power and influence, and psychological commitment and ownership. The unintended effects of the system included increased number of interactions among actors and other uses of the system, including internet commerce, telemedicine, and e-government. Research limitations/implications This study explores the wireless internet project known as the “Internet Village Motoman Project” that was initiated by a non-governmental organization with funding from private donors, supplemented with matching funds from the Asian Development Bank and the World Bank. Originality/value This study contributes to the academic understanding of rural regions of Cambodia and its evidence supports the current theoretical assumptions that user behaviors are not determined only by users’ decisions alone (as proposed by traditional cognitive IS research), but also by users and their social interactions as stated in the four-dimensional social actor framework proposed by Lamb and Kling (2003). The latter provides better explanation of the motivation for internet use in the region. The theoretical contribution of this study is the useful adoption of the actor-network approach in a non-organizational setting. The findings also contribute to the literature on how practical internet engineering can bridge the digital divide. Fulfilling the needs identified in the research and understanding unintended effects of the system will contribute to the successful implementation of new internet projects in other rural areas.

An exploratory empirical study of whistleblowing and whistleblowers

2020 ◽  
Vol 27 (3) ◽  
pp. 755-770
Author(s):  
Maria Krambia-Kapardis
Keyword(s):  
Statistical Analysis ◽  
Design Methodology ◽  
Research Topic ◽  
Due Date ◽  
Content Type ◽  
Unethical Behaviour ◽  
Eu Member States ◽  
European Directive ◽  
Original Survey ◽  
Practical Implications

Purpose The purpose of this study is to develop a profile of whistleblowers and to determine whether whistleblowing legislation would encourage those individuals to bring to light some illegal or unethical behaviour that otherwise would remain in the shadows. Design/methodology/approach Having identified whistleblowing correlation, a survey was carried out in Cyprus of actual whistleblowers and could-have-been whistleblowers. Findings Males between 46 and55 years of age, regardless of whether they have dependents or hold senior positions in organizations are significantly more likely to blow the whistle. However, could-have-been whistleblowers did not go ahead because they felt that the authorities would not act on their information. Research limitations/implications Because of the sensitive nature of the research topic and the fact that only whistleblowers or intended whistleblowers could participate in the study, the sample size is limited as a result. This, in turn, limits both the number of respondents in each category (actual and intended) as well as constrains the statistical analysis that could be carried out on the data. Practical implications It remains to be seen whether EU Member States shall implement the European Directive 2019/1937 on the protection of persons who report breaches of Union Law, in its entirety by the due date, namely December 2021. Originality/value This study provides a literature review of whistleblowing and reports an original survey against the backdrop of the European Directive.

Young consumer-brand relationship building potential using digital marketing

2016 ◽  
Vol 50 (11) ◽  
pp. 1993-2017 ◽  
Author(s):  
Nicolla Confos ◽  
Teresa Davis
Keyword(s):  
Digital Media ◽  
Relationship Building ◽  
Digital Marketing ◽  
Content Type ◽  
Marketing Environment ◽  
Online Branding ◽  
Brand Relationship ◽  
Branding Strategies ◽  
Young Consumers ◽  
Mobile Phone Applications

Purpose This paper aims to examine branding strategies directed at child consumers, used by six high fat, sugar and salt food brands across three different digital marketing platforms. It identifies brand relationship building potential in this digital context. Design/methodology/approach This study analyses the contents of branded mobile phone applications, branded websites (including advergames) and branded Facebook sites to understand the nature of young consumer–brand relationship strategies that marketers are developing in this digital media marketing environment. Findings The use of sophisticated integrated branding strategies in immersive online media creates the potential for marketers to build relationships between young consumers and brands at an interactive, direct and social level not seen in traditional media. Categories of relationships and brand tactics are identified as outcomes of this analysis and linked to brand relationship building potential. Research limitations/implications The results suggest that branded communication strategies that food companies use in the online environment are creating conditions that appeal to young consumers, fostering new ways to build brand relationships. As this is a dynamic medium in a fluid state of change, this exploratory study identifies and categorises the marketing strategy, but not the young consumers’ response to such branding strategies (a limitation). Originality/value This study details the potential for child–brand relationship building in the context of online branding environments. It identifies the potential for longer-term effects of embedded advertising directly to young consumers, within and across three digital media platforms.

Comparing entrepreneurial communities

2015 ◽  
Vol 9 (3) ◽  
pp. 206-220 ◽  
Author(s):  
Justin Paul ◽  
Archana Shrivastava
Keyword(s):  
Information Technology ◽  
Developed Countries ◽  
Personality Factors ◽  
Asian Countries ◽  
Cross Sectional ◽  
Developed Country ◽  
Content Type ◽  
Mba Students ◽  
Emerging Country ◽  
Survey Responses

Purpose – The purpose of this paper is to compare entrepreneurial attributes of MBA students, the next generation business people, from two important Asian countries, India from South Asia and Japan from East Asia (India, being an emerging country and Japan, a developed country). Design/methodology/approach – Survey responses from MBA students in India and Japan were measured on an entrepreneurial personality index. Bateman and Crant’s scale consisting of 17 traits is used to identify if entrepreneurial traits are a learned cultural behaviour or intrinsic personality factors. Findings – Although the findings indicate that India has benefitted from entrepreneurship in the information technology and information technology-enabled service ventures during the past two decades, the country still has a long way to go when compared to developed countries like Japan, where entrepreneurship is widespread. Research limitations/implications – The results are based on a single survey, using cross-sectional data. Originality/value – The level of entrepreneurship differs considerably across countries and periods. The authors put forward a theoretical framework to denote the linkage between entrepreneurial attitude, pro-active personality and culture, besides highlighting the three pillars of entrepreneurship.

Civil engineers’ personal values/demographics linkage in project team building

2017 ◽  
Vol 24 (6) ◽  
pp. 1337-1349 ◽  
Author(s):  
Atilla Damci ◽  
David Arditi ◽  
Gul Polat
Keyword(s):  
Statistical Analysis ◽  
Work Experience ◽  
Personal Values ◽  
Team Building ◽  
Project Teams ◽  
Team Leaders ◽  
Content Type ◽  
First Time ◽  
The Relationship ◽  
Civil Engineers

Purpose The purpose of this paper is to explore the relationship between civil engineers’ demographics (e.g. age, marital status, education, work experience) and their personal values. The objective was to predict civil engineers’ personal values based on their demographics. Design/methodology/approach A questionnaire survey was administered to civil engineers to collect data on their demographics and their personal values. Statistical analysis was performed to verify whether a significant statistical relationship exists between civil engineers’ demographics and their personal values. Findings The most important and the least important personal values were identified for civil engineers. Statistical analysis indicated that civil engineers’ values do vary based on their demographics. Research limitations/implications The results of this study cannot be generalized, because individuals’ personal values and demographics are, by definition, local. Location and culture may affect the personal values of civil engineers. Practical implications Team leaders normally have access to information about the demographics of the engineers they employ; based on the results of this study, they should be able to predict their personal values, and to make more informed decisions when appointing them to particular positions on project teams. Originality/value The research presented in this paper, establishes for the first time, that a linkage exists between civil engineers’ personal values and their demographics, and makes it easier for team leaders to make assignment decisions.

Making the point? The audiovisual/digital media dissertation

2014 ◽  
Vol 6 (1) ◽  
pp. 98-118
Author(s):  
Coral Houtman ◽  
Maureen Thomas ◽  
Jennifer Barrett
Keyword(s):  
Digital Media ◽  
Film Theory ◽  
Education And Training ◽  
Content Type ◽  
Hands On ◽  
Practice Based Research ◽  
The University ◽  
Depth Interviews ◽  
And Training ◽  
Practical Recommendations

Purpose – The purpose of this paper is to address the advantages of education and training in creating the “Audiovisual/Digital Media Essay” (AV/DME), starting from visual and cinematic thinking as a way of setting up, developing and concluding an argument. Design/methodology/approach – Recognising the advantages to education and training of the “AV/DME” this paper explores ways of enabling visually disciplined students to work on film theory within their chosen medium, and to develop arguments incorporating audiovisual sources, using appropriate academic skills. It describes a hands-on BA/MA workshop held at Newport Film School (May 2011) and subsequent initial implementation of an examinable DME. The paper contextualises the issue in the light of practice-led and practice-based research and of parity with written dissertations. Drawing on analysis of in-depth interviews with students and tutors, it makes practical recommendations for how to resource, staff and support the implementation and continuation of the AV/DME and/or dissertation. Findings – The paper feeds back from both students and staff on the running of an initial AV/DME workshop and finds that the Film School Newport is suited to running the AV/DME and suggests a framework for its support. Research limitations/implications – The study needs to be followed up when the students complete their full dissertations. Practical implications – The AV/DME needs sufficient technical and human resources to support student learning. Originality/value – The paper provides a clear and original framework for teaching, supporting and assessing the AV/DME. This framework can be disseminated beyond the University of Wales Newport, and can be used to teach the AV/DME in further contexts and to wider groups of students.

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