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| Názov: |
Does Introducing FAQs Boost Self-Service Government?—A Study of Local Government Websites. |
| Autori: |
Gonin, Audrey1 (AUTHOR) audrey.gonin@gmail.com, Neumann, Oliver1 (AUTHOR) |
| Zdroj: |
International Journal of Public Administration. Jul2025, Vol. 48 Issue 10, p670-684. 15p. |
| Predmety: |
*ARTIFICIAL intelligence, *ADMINISTRATIVE efficiency, INTERNET in public administration, DIGITAL technology, USER-centered system design |
| Abstrakt: |
Government websites remain a crucial means of communication with citizens, even in times of artificial intelligence. However, if not designed with usability in mind, users will call or e-mail to get answers, thereby wasting administrative resources. Little research exists on this issue of government efficiency. Drawing on self-efficacy theory, we address this gap and introduce Frequently Asked Questions (FAQs) to the websites of five Swiss local governments to see if self-service government increases. We find improvements only if administrations tell users about the FAQs on other channels. Thus, our study advances the debate on government efficiency in the digital space. [ABSTRACT FROM AUTHOR] |
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Copyright of International Journal of Public Administration is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.) |
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