Citizens preferences towards one-stop government
dg.o '04 Proceedings of the 2004 annual national conference on Digital government research
Profiling the Adopters of E-Government Information and Services
Social Science Computer Review
dg.o '07 Proceedings of the 8th annual international conference on Digital government research: bridging disciplines & domains
dg.o '07 Proceedings of the 8th annual international conference on Digital government research: bridging disciplines & domains
EGOV'06 Proceedings of the 5th international conference on Electronic Government
E-services for citizens: the Dutch usage case
EGOV'07 Proceedings of the 6th international conference on Electronic Government
SocialSupervisor: a geographically enhanced social content site to supervise public works
EGOVIS'10 Proceedings of the First international conference on Electronic government and the information systems perspective
Using social media to increase e-government adoption in developing countries
Proceedings of the 5th International Conference on Theory and Practice of Electronic Governance
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Governments have a variety of channels at their disposal to help them interact with their citizens. Having realized that citizens still prefer the traditional channels, governments are now focusing on ways to lead them to the web. Previously, we have shown that citizens prefer the use of soft instruments, such as communication. Communication instruments are characterized by the transfer of information from government to citizens, for example, by means of mass media or a letter. This study focuses on how a communication instrument -- in this case a personal letter -- can be used to lead citizens to the digital channel. We also show the effects of the instrument both in terms of channel usage and citizen perceptions. Based on a field experiment, carried out in cooperation with a Dutch national government agency, we show that unobtrusive channel marketing can be effectively used to increase usage of government e-services, without negatively affecting citizens' current level of satisfaction with service delivery.