Evaluating user-computer interaction: a framework
International Journal of Man-Machine Studies
Dynamics in document design: creating text for readers
Dynamics in document design: creating text for readers
Web site usability: a designer's guide
Web site usability: a designer's guide
Usability Engineering
A Practical Guide to Usability Testing
A Practical Guide to Usability Testing
Damaged merchandise? a review of experiments that compare usability evaluation methods
Human-Computer Interaction
An x-ray of the brazilian e-gov web sites
INTERACT'05 Proceedings of the 2005 IFIP TC13 international conference on Human-Computer Interaction
A quality inspection method to evaluate e-government sites
EGOV'05 Proceedings of the 4th international conference on Electronic Government
The opportunities and barriers of user profiling in the public sector
EGOV'05 Proceedings of the 4th international conference on Electronic Government
Engineering User Requirements for e-Government Services: A Dutch Case Study
EGOV '08 Proceedings of the 7th international conference on Electronic Government
The development of the local e-administration: empirical evidences from the French case
EGOV'07 Proceedings of the 6th international conference on Electronic Government
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Municipal websites are highly visible manifestations of e-government developments. Though the content and functionality of these websites are rapidly expanding, the usability of municipal websites is as yet underexposed. This paper reports on the results of a scenario-based evaluation of 15 Dutch municipal websites. Despite the often positive scores of the websites in national checklist-based rankings, an overwhelming number of usability problems was found with each scenario. A qualitative description is given of two important categories of user problems: navigation and perspective-taking. Both problem categories suggest that a strict HCI perspective on website evaluation may not suffice: it is the interplay between context, content and interface that will be crucial for the optimization of municipal websites.