Electronic government: Rethinking channel management strategies

Wolfgang E. Ebbers, Willem Jan Pieterson, H.N. Noordman

Research output: Contribution to journalArticleAcademicpeer-review

166 Citations (Scopus)


This article explores how an alternative multichannel management strategy can improve the way governments and citizens interact. Improvement is necessary because, based on empirical data from various sources, the conclusion can be drawn that there is a gap between the communication channels governments prefer and those that citizens prefer. Governments may be too much guided by rational arguments like the cost efficiency of channels while citizens may choose channels depending on, e.g., task characteristics, personal characteristics or situational factors. In order to close the existing gap and to increase understanding about how different channel types may be positioned in multichannel management, this article proposes an alternative multichannel management strategy that takes both the citizen’s and the government’s perspective into account. This strategy is based on differences in channel types and channel modes via which governments and citizens interact.
Original languageEnglish
Pages (from-to)181-201
Number of pages21
JournalGovernment information quarterly
Issue number2
Publication statusPublished - 2008


  • E-government takeup
  • METIS-251778
  • Multichannel management
  • IR-78426
  • Media richness
  • E-Government


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