Communication with Local Governments: An Assessment of E-mail Responsiveness

Lameiras, Mariana, Soares, Delfina and Amaral, Luís, "Communication with Local Governments: An Assessment of E-mail Responsiveness" 15th International Conference on Theory and Practice of Electronic Governance (ICEGOV 2022), Guimarães, 2022/10/04-07.

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    Author Lameiras, Mariana
    Soares, Delfina
    Amaral, Luís
    Title Communication with Local Governments: An Assessment of E-mail Responsiveness
    Event Series International Conference on Theory and Practice of Electronic Governance (ICEGOV)
    Publication Date 2022-11
    Place of Publication New York
    Publisher Association for Computing Machinery
    Pages 309-315
    Title of Event 15th International Conference on Theory and Practice of Electronic Governance (ICEGOV 2022)
    Date of Event 2022/10/04-07
    Place of Event Guimarães
    Language eng
    Abstract Digital government remains high in research and policy agendas. Public institutions reinvent themselves to follow the transformation process and keep up with the innovations. At the local level, e-government responsiveness lies at the heart of local e-government strategies for better and more efficient service delivery and encompasses aspects such as accountability of public institutions, citizen's trust in government and satisfaction. This paper is inscribed in a series of studies aimed at assessing the web presence of local governments and focuses specifically on the results obtained for the assessment of e-mail usage in the communication between municipalities and citizens. While the results indicate positive signs on the timeliness and quality of the replies provided, some questions remain about the responsiveness capacity of the different recipients (Services of the municipalities, Mayor, Deputy Mayor and Opponent Councilor) in its full potential, namely due to a prominent ‘no reply’ stance. There is still margin for improvement in the interaction between governments and citizens via electronic mail.
    Keyword Email
    Local e-government
    Responsiveness
    Communication with government
    Copyright Holder Association for Computing Machinery
    Copyright Year 2022
    Copyright type All rights reserved
    ISBN 9781450396356
    DOI 10.1145/3560107.3560303
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    Created: Wed, 30 Nov 2022, 01:53:40 JST by Mario Peixoto on behalf of UNU EGOV