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.

URL: http://www.springer.com/uk/home?SGWID=3-102-22-343...

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.

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