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.
This is the latest version of this eprint.
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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