City of bits: space, place, and the infobahn
City of bits: space, place, and the infobahn
Cybersociety 2.0: revisiting computer-mediated communication and community
Cybersociety 2.0: revisiting computer-mediated communication and community
The emergence of on-line community
Cybersociety 2.0
Web of Politics: The Internet's Impact on the American Political System
Web of Politics: The Internet's Impact on the American Political System
Politics as Usual
Citizens preferences towards one-stop government
dg.o '04 Proceedings of the 2004 annual national conference on Digital government research
The Network Society: Social Aspects of New Media
The Network Society: Social Aspects of New Media
dg.o '07 Proceedings of the 8th annual international conference on Digital government research: bridging disciplines & domains
Digital Government: Technology and Public Sector Performance
Digital Government: Technology and Public Sector Performance
EGOV'06 Proceedings of the 5th international conference on Electronic Government
International Journal of Information Management: The Journal for Information Professionals
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The arrival of electronic channels in the 1990s has had a huge impact on governmental service delivery. The new channels have led to many new opportunities to improve public service delivery, not only in terms of citizen satisfaction, but also in cost reduction for governmental agencies. However, until now these promises of e-government have not been met. In general the use of the traditional channels remains high and the costs of introducing and maintaining the electronic channels have merely been additional costs. These observations call for a deeper understanding of the behavior of citizens. Why do citizens choose the channels they use to obtain services? Furthermore, how should knowledge about these behaviors be used to improve governmental multi-channel service strategies and marketing activities? In this article, citizens' channel behavior will be analyzed while channel usage will be discussed. The authors will explore the channel choices of citizens and further converse on how these findings may help in improving channel strategies and marketing and thus help in improving citizen satisfaction and reduce cost of governmental service delivery.