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User Help and Service Navigation Features in Government Web Sites

User Help and Service Navigation Features in Government Web Sites

Genie N.L. Stowers
Copyright: © 2008 |Pages: 14
ISBN13: 9781599049472|ISBN10: 1599049473|EISBN13: 9781599049489
DOI: 10.4018/978-1-59904-947-2.ch196
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MLA

Stowers, Genie N.L. "User Help and Service Navigation Features in Government Web Sites." Electronic Government: Concepts, Methodologies, Tools, and Applications, edited by Ari-Veikko Anttiroiko, IGI Global, 2008, pp. 2643-2656. https://doi.org/10.4018/978-1-59904-947-2.ch196

APA

Stowers, G. N. (2008). User Help and Service Navigation Features in Government Web Sites. In A. Anttiroiko (Ed.), Electronic Government: Concepts, Methodologies, Tools, and Applications (pp. 2643-2656). IGI Global. https://doi.org/10.4018/978-1-59904-947-2.ch196

Chicago

Stowers, Genie N.L. "User Help and Service Navigation Features in Government Web Sites." In Electronic Government: Concepts, Methodologies, Tools, and Applications, edited by Ari-Veikko Anttiroiko, 2643-2656. Hershey, PA: IGI Global, 2008. https://doi.org/10.4018/978-1-59904-947-2.ch196

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Abstract

This article examines the user help and service navigation features in government Web sites 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 article concludes by stating that Web developers should work to overcome a second digital divide, one of a lack of knowledge of Web site organization and government structure. Users need to be actively assisted to find information by Web developers.

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