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.

Viewing alternatives

Item Actions

Export

You can export this page using these formats