User Help and Service Navigation Features in Government Websites

Abstract

This chapter examines user help and service navigation features in government websites and compares them across levels of government. These features are critical to ensuring that users unfamiliar with government are able to successfully and easily access e-government services and information. The research finds clear patterns in the use of similar help and navigation features across governments, leading to a conclusion that these features are diffusing in the public sector web development field. The chapter concludes by stating that web developers should work to overcome a second digital divide—one of a lack of knowledge of website organization and government structure. Users need to be actively assisted to find information by web developers.