Municipalities on the web: user-friendliness of government information on the Internet

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Municipal websites are highly visible manifestations of e-government developments. Though the content and functionality of these websites are rapidly expanding, the usability of municipal websites is as yet underexposed. This paper reports on the results of a scenario-based evaluation of 15 Dutch municipal websites. Despite the often positive scores of the websites in national checklist-based rankings, an overwhelming number of usability problems was found with each scenario. A qualitative description is given of two important categories of user problems: navigation and perspective-taking. Both problem categories suggest that a strict HCI perspective on website evaluation may not suffice: it is the interplay between context, content and interface that will be crucial for the optimization of municipal websites.
Original languageUndefined
Pages (from-to)174-185
JournalLecture notes in artificial intelligence
Publication statusPublished - 2006
Event5th International Conference on Electronic Government, EGOV 2006 - Kraków, Poland
Duration: 4 Sep 20068 Sep 2006
Conference number: 5


  • IR-59797
  • METIS-232990

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