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Designing for social inclusion: computer mediation of trust relations between citizens and public service providers

Grimsley, Michael; Meehan, Anthony and Tan, Anna (2005). Designing for social inclusion: computer mediation of trust relations between citizens and public service providers. In: Fincher, Sally; Markopoulos, Panos; Moore, David and Ruddle, Roy eds. People and computers XVIII - design for life: proceedings of HCI 2004. London, UK: Springer, pp. 197–210.

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Abstract

Trust has a direct impact on the extent to which citizens engage with public and community services. This paper advances a framework which seeks to support HCI designers and managers in promoting ICT-mediated citizen engagement with public services through a strategy of trust promotion. The framework is based upon an analysis of evidence from large-scale community surveys which demonstrate a significant relationship between levels of user trust and users’ experience of public services and reveals experiential factors that promote users’ trust.

Item Type: Book Chapter
ISBN: 1-85233-900-4, 978-1-85233-900-5
Keywords: trust; e-Government; public services; social inclusion;
Academic Unit/Department: Mathematics, Computing and Technology > Computing & Communications
Interdisciplinary Research Centre: Centre for Research in Computing (CRC)
Item ID: 7493
Depositing User: Anthony Meehan
Date Deposited: 25 Apr 2007
Last Modified: 02 Dec 2010 19:59
URI: http://oro.open.ac.uk/id/eprint/7493
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