Linking Citizen Satisfaction with E-Government and Trust in Government

This article asks how Internet use, citizen satisfaction withe-government, and citizen trust in government are interrelated.We first review the literature on trust and explore how radicalinformation technologies may work to alter the production ormaintenance of trust. We then develop hypotheses about how citizens'experience with e-government, satisfaction with e-governmentand government Web sites, and trust in government are interrelated.Moreover, the model for e-government and Web site satisfactionincorporates citizen perspectives on electronic transaction,transparency, and interactivity. Using data obtained from theCouncil on Excellence in Government, we then develop and testa two-stage multiple-equation model that simultaneously predictsexperience, satisfaction, and trust. Findings indicate thatgovernment Web site use is positively associated with e-governmentsatisfaction and Web site satisfaction and that e-governmentsatisfaction is positively associated with trust in government.We also find that while citizens are generally satisfied withthe electronic provision of information (transparency), thereis some dissatisfaction with the transaction and interactivityof Web sites. We conclude that electronic government strategies—transaction,transparency, and interactivity—are important factorsthat directly affect e-government satisfaction and indirectlyaffect trust. Individuals who use government Web sites are notonly critical consumers but also demanding citizens.     

Testing the Impact of Message Interactivity on Relationship Management and Organizational Reputation

Assessing Web site interactivity from the contingent message interactivity perspective, this study investigated whether message interactivity of organizational Web sites and blog sites influence perceptions of relationship management and reputation. Guided by interactivity, relationship management, and organizational reputation theories, this study found that regardless of familiarity of the company, people evaluated organizations that responded back to their comments as more trustworthy and committed, and as having better control of mutuality and communal relationships, and higher satisfaction, compared to organizations that did not respond back. Additionally, high contingent message interactivity projected higher organizational reputation compared to low contingent message interactivity, regardless of familiarity.     

State Legislature Web Sites and Public Participation: Designing a Civic Resource

The chief information technology officers (CTOs) of the 50 state legislatures were surveyed to determine the volume of each of their legislature's Web site use, their preferences of design criteria, their methods of audience evaluation, and the structure of control over site design and content. CTOs reported receiving over 1½ million visitors each week when in session. Use was related to site quality. Content was ranked above interactivity as a design criterion, but there was confusion as to what made a site interactive. Staffs that made an effort to determine audience preferences and focused on external and internal audiences produced higher quality sites. The legislatures' structure of control appeared to be one of only modest centralization.     

How Does Web Site Interactivity Affect Our Perceptions of an Organization?

This study investigates the effects of different levels of Web site interactivity on individuals' perceptions of an organization's reputation. The underlying theoretical mechanism for this relationship was explored by statistically investigating the mediating role of 3 variables—perceived customization, involvement, and liking—using bootstrapping analysis. Results indicate that the level of Web site interactivity positively influenced participants' perceptions of the organization's reputation, with liking and involvement fully mediating this relationship. These findings demonstrate the theoretical complexity of interactivity—it can at once attract users peripherally with likeable aesthetics and engage them centrally with features that involve them. Theoretical and practical implications are discussed.     

THE INFLUENCE OF HOLISTIC AND ANALYTIC COGNITIVE STYLES ON ONLINE INFORMATION DESIGN: Toward a communication theory of cultural cognitive design

Although studies have linked culture to online user preferences and performance, few communication researchers have recognized the impact of culture on online information design and usability. It is important to ask if people are better able to use and prefer Web sites created by designers from their own culture. We propose that to improve computer-mediated communication, Web site design should accommodate culturally diverse user groups. First, a body of research is presented that aligns East Asian cultures with more holistic cognitive styles and Western cultures with more analytical cognitive styles. Building on this contrast, a theory of cultural cognitive design is proposed as a means of understanding how cognitive styles that develop under the influence of culture lead to different ways of designing and organizing information for the Web.     

The Effects of the Political Environment On Public Relations in Bulgaria

The purpose of this article is to examine the relationship between Web characteristics and perceptions toward relational components. A 2 (low interactivity and high interactivity) x 2 (text-oriented and multimedia-oriented) between-group experiment was designed with 197 participants to investigate this question. The outcomes showed that interactivity has significant effects on relationship building. However, the interaction effects between interactivity and medium arrangement suggest that nonessential arrangement of interactivity and multimedia did not enhance positive perceptions of relationships with the organizations. Interactivity, however, showed that the main effect, multimedia orientation, did not. The application of interactivity on the Web was discussed for better relationship building.     

Quality of web-based information on cannabis addiction

This study evaluated the quality of Web-based information on cannabis use and addiction and investigated particular content quality indicators. Three keywords ("cannabis addiction," "cannabis dependence," and "cannabis abuse") were entered into two popular World Wide Web search engines. Websites were assessed with a standardized proforma designed to rate sites on the basis of accountability, presentation, interactivity, readability, and content quality. "Health on the Net" (HON) quality label, and DISCERN scale scores were used to verify their efficiency as quality indicators. Of the 94 Websites identified, 57 were included. Most were commercial sites. Based on outcome measures, the overall quality of the sites turned out to be poor. A global score (the sum of accountability, interactivity, content quality and esthetic criteria) appeared as a good content quality indicator. While cannabis education Websites for patients are widespread, their global quality is poor. There is a need for better evidence-based information about cannabis use and addiction on the Web.     

An evaluation of college online alcohol-policy information

Excessive and underage drinking by US college and university students continues to be a significant problem. Curtailing the misuse of alcohol on college campuses is an important goal of college and university administrators because of the many negative consequences resulting from alcohol misuse. As part of their prevention programs, US colleges and universities are required by law to make information about their alcohol policies available to students. Often the source of this information is the school's Web site. The authors evaluated the alcohol-policy information that is available on the Web sites of the 52 top national universities listed in the 2002 rankings of US News and World Report. In general, they found that the information was difficult to find, was located in many areas of the Web site, and did not provide complete information about the school's alcohol policy.     

College Health: Biomedical and Beyond

Abstract

Excessive and underage drinking by US college and university students continues to be a significant problem. Curtailing the misuse of alcohol on college campuses is an important goal of college and university administrators because of the many negative consequences resulting from alcohol misuse. As part of their prevention programs, US colleges and universities are required by law to make information about their alcohol policies available to students. Often the source of this information is the school's Web site. The authors evaluated the alcohol-policy information that is available on the Web sites of the 52 top national universities listed in the 2002 rankings of US News and World Report. In general, they found that the information was difficult to find, was located in many areas of the Web site, and did not provide complete information about the school's alcohol policy.     

The World Wide Web as a public relations medium: the use of research, planning, and evaluation in web site development

The World Wide Web is viewed as a desirable medium for public relations by many organizations. Given the evolving nature of the Web and the mixed findings about commercial successes of Web sites, little is known about the managerial aspects of Web site research, planning, and evaluation. This study found that, in many cases, Web site planning is done by trial and error based on subjective knowledge and intuition, with little or no formal research and evaluation.Interviews with persons responsible for making Web site decisions for organizations revealed that competition and the desire to establish an Internet presence were the driving forces in deciding to develop a Web site. Very little research about present effectiveness is done, but there is a strong belief that Web site communication will be increasingly important in the future.Candace White is assistant professor of public relations in the School of Journalism at The University of Tennessee in Knoxville. Niranjan Raman works for The Burke Institute in Cincinnati, Ohio.     

Relationship building and the use of Web sites: How Fortune 500 corporations use their Web sites to build relationships

This study examines the dialogic features of corporate Web sites in order to determine the Web site practices of the corporations for building relationships with their publics. Content analysis of 100 Fortune 500 companies’ Web sites revealed that the corporations designed their Web sites to serve important publics and foster dialogic communication. The corporate Web sites appear to promote control mutuality, trust, satisfaction, openness, and intimacy. However, the corporations need to maintain repetitive interactions with their publics to enhance trust, commitment, and exchange relationship.     

How companies cultivate relationships with publics on social network sites: Evidence from China and the United States

This study advances our understanding of relationship cultivation on social media from a cross-cultural perspective. We examined how companies use popular social network sites (SNSs) to facilitate dialogues with publics in two culturally distinct countries: China and the United States. We employed a content analysis of 50 corporate pages with 500 corporate posts and 500 user posts from each country. Overall, companies in both countries have recognized the importance of SNSs in relationship development and employed the appropriate online strategies (disclosure, information dissemination, and interactivity and involvement), but the specific tactics vary across the two markets. Furthermore, cultural differences among the types of corporate posts and public posts on SNSs indicate that culture plays a significant role in shaping the dialogue between organizations and publics in different countries. Implications for corporate relationship management practice in the global market in the digital era are discussed.     

Social responsibility and corporate web pages: Self-presentation or agenda-setting?

The recent growth of the Internet and World Wide Web has become a focus for both the popular press and social science scholars. The authors of this study examined how large corporate entities are making use of the Web to present themselves as socially responsible citizens and to advance their own policy positions.Analysis of a random sample of Fortune 500 companies revealed 90% had Web pages and 82% of the sites addressed at least one corporate social responsibility issue. More than half of the Web sites had items addressing community involvement, environmental concerns, and education. Few corporations, however, used their Web pages to monitor public opinion on issues or advocate policy positions. The number of social responsibility items on a Web page was positively correlated with the size of an organization and the implementation of tools to make a Web site more navigable, but was unrelated to a corporation's ranking within its industry. The researchers also distinguished between messages that proclaim the corporation does “no-harm”, and items that extol an organization's “good deeds.” Industry groups differed on the no-harm subscale but not good deeds.     

Improving public relations web sites through usability research

Public relations communicators can use a variety of techniques to pretest the effectiveness of messages, including readability testing, focus groups, peer and jury reviews, experiments and field testing/test marketing. Another yet-untapped technique is usability research, a set of procedures used for more than 50 years in product and software development. Although usability is a technique that can be applied to any type of public relations message, usability research has particular relevance for enhancing the effectiveness of web sites and other new interactive techniques. This article examines the nature and value of usability research, and the elements of an effective web site based on usability principles. Applications to other types of public relations communications are also discussed.     

Colleges and universities’ use of the World Wide Web: A public relations tool for the digital age

This study explores college and university Web sites to determine the extent institutions utilize the Web to accomplish public relations goals. A sample of the 129 best national universities in the United States compiled by the US News and World Report was used for analysis. Results show that schools with a small-medium level of student recruitment and alumni giving are more likely to actively utilize the Web. In this light, schools behind in school excellence strive to use the Web as an important public relations tool to overcome their inferiority to superior schools.     

Illegals and expulsion in Africa: the Nigerian experience

The persistence and widespread nature of undocumented migration in Africa is due to 1) the absence of barriers or the arbitrariness of national frontiers, 2) the large stretch of unpoliced borders, 3) ignorance about the existence of borders, and 4) the absence or inadequacy of migration laws and regulations in both the countries of origin and destination. The free movement of persons in Africa has a long tradition. Over a large part of Africa, international migration is regarded as an extension of internal migration. The free movement of persons across frontiers in Africa historically has been facilitated by the cultural affinity of communities divided by international boundaries and the colonial policies of both the French and British. The "migration" of nomads pays little regard to international borders and is largely undocumented, even in national censuses. The frontier workers along the borders of Uganda and Kenya where members of the same extended family live on both sides of the borders and commute daily are statistically regarded as international migrants, without regard for the sociocultural realities of the African situation. Political independence substantially altered the erstwhile free movement of persons across African countries as national governments enacted immigration laws and regulations. The newly independent countries wanted to reserve employment for nationals. The Sahelian drought, internal strife in Chad, the deteriorating economic situation in Ghana, the oil-lead economic boom in Nigeria, and the treaty on the free movement of people in the community accelerate the tempo of undocumented migration in West Africa. Also, migration laws and regulations are not always rigorously enforced. Expulsion and deportation are common policy measures directed at illegal migrants resident in African countries. In Nigeria, the events leading to the expulsion of aliens were gradual, but in all cases, the actual expulsion--or decisions to expel--are usually sudden and dramatic.     

The relational determinants of nonprofit Web site fundraising effectiveness: An exploratory study

In this article, we develop a framework for assessing the relational content of nonprofit Internet sites. We operationalize this as a series of eight relational constructs applicable to the context of Web site design and operation and explore the relationship between the presence of these dimensions and the fundraising performance of nonprofit Web sites. We conclude that accessibility, accountability, education, interaction, and empowerment are significantly correlated with the number of new donors a site is able to attract, and that accessibility, accountability, and education are also highly correlated with the total value of online donations offered.     

Dosvox Usability: recommendations for improving interaction of blind people with the web using the system

At present, it is recognized that the Internet plays key role in universalization of opportunities in society in which we live. For people with disabilities, the content must be accessible in all websites, but the assistive technologies used must be adequate to the specific needs of people with disabilities. Dosvox is a free system developed in the Universidade Federal do Rio de Janeiro (UFRJ) specially designed for blind people and used by them in the performance of their tasks with the use of computers. Previously, through exploratory research based on the observation of the interaction of blind students with the Web, usability problems were identified in the Dosvox interface and in the Webvox, the Web browser included in the system, and these problems were related to the fact that the interface is designed in accordance with the mental model of these Information Technology professionals. This study consolidate the problems in earlier phases of the research, link the results with usability heuristics of Nielsen and propose several improvements to Dosvox and its development process.     

Urban E-Government Initiatives and Environmental Decision Performance in Korea

Although e-government initiatives have been credited as enginesof government reform, empirical evidence is insufficient todetermine their effects on public sector performance. To explorethe impact of e-government on local governance, this articleexamines how e-government initiatives influence the perceivedperformance of environmental decision making in an urban contextand what organizational and contextual factors affect Web-aideddecision performance. Data were collected from the content analysisof city government Web sites and a nationwide survey of cityofficials in Korea. Findings from path analysis show that (1)information technology leadership of senior management and Website quality are key to decision intelligence, quality, andspeed and (2) e-government Web divide, a gap in the capabilityof city Web sites to support public service delivery and democraticinteraction, translates into disparities in environmental decisionperformance across cities. Additionally, environmental activismis a significant factor shaping the impact of e-government onenvironmental decision making. E-government initiatives contributeto local governance performance, but their impacts vary, dependingon Web site quality and the entrepreneurial leadership of publicmanagers.