Digital Divide?: Civic Engagement, Information Poverty, and the Internet Worldwide
Digital Divide?: Civic Engagement, Information Poverty, and the Internet Worldwide
Trust and Electronic Government Success: An Empirical Study
Journal of Management Information Systems
Citizens Web Empowerment in European Municipalities
Journal of E-Governance
Who uses e-government?: examining the digital divide in e-government use
Proceedings of the 5th International Conference on Theory and Practice of Electronic Governance
Evaluating citizens' readiness to embrace e-government services
Proceedings of the 13th Annual International Conference on Digital Government Research
Comparing Citizens' Use of E-Government to Alternative Service Channels
International Journal of Electronic Government Research
Information Polity - Special issue on Open Government and Public Participation: Issues and Challenges in Creating Public Value
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This study looks at the satisfaction with their contact experience of citizens using the internet to contact government. Due to the internet, the volume of citizen contacts with government has increased. Presumably the ease and convenience compared to traditional contact modes has stimulated government contacting via the internet. Analysis of the July 2003 Pew E-Government Survey finds that Americans who use the internet to contact government express higher satisfaction levels with their contact experience when controlling for demographics, level of government contacted, reason for the contact, and assessments of the contact process and outcome. However, many internet users also complain of problems in using the internet for contacting government. These problems may outweigh the ease and convenience of internet contacting and may imperil the internet as a way of connecting citizens and government. Suggestions for improving the internet as a medium through which citizens contact government are discussed.