New channels, new possibilities: A typology and classification of social robots and their role in multi-channel public service delivery

Willem Jan Pieterson; Wolfgang E. Ebbers; Christian Ostergaard Madsen

doi:10.1007/978-3-319-64677-0_5

New channels, new possibilities: A typology and classification of social robots and their role in multi-channel public service delivery

Willem Jan Pieterson, Wolfgang E. Ebbers, Christian Ostergaard Madsen

Communication Science

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

16 Citations (Scopus)

Abstract

In this contribution we discuss the characteristics of what we call the fourth
generation of public sector service channels: social robots. Based on a review of
relevant literature we discuss their characteristics and place into multi-channel
models of service delivery. We argue that social robots is not one homogenous
type of channels, but rather breaks down in different (sub)types of channels,
each with different characteristics and possibilities to supplement and/or replace existing channels. Given the variety of channels, we foresee challenges in incorporating these new channels in multi-channel models of service delivery.

This is especially relevant given the current lack of evaluations of such models,
the broad range of channels available, and their different stages of deployment
at governments around the world. Nevertheless, social robots offer an
potentially very relevant addition to the service level landscape.

Original language	English
Title of host publication	Electronic Government
Subtitle of host publication	16th IFIP WG 8.5 International Conference, EGOV 2017
Editors	Marijn Janssen, Karin Axelsson, Olivier Glassey, Bram Klievink, Robert Krimmer, Ida Lindgren, Peter Parycek, Hans J. Scholl, Dmitrii Trutnev
Place of Publication	Cham
Publisher	Springer
Pages	47-59
ISBN (Electronic)	978-3-319-64677-0
ISBN (Print)	978-3-319-64676-3
DOIs	https://doi.org/10.1007/978-3-319-64677-0_5
Publication status	Published - 4 Aug 2017
Event	Electronic Government 2017 - St. Petersburg, Russian Federation Duration: 4 Sep 2017 → 7 Sep 2017 Conference number: 16

Publication series

Name	Lecture Notes in Computer Science
Publisher	Springer
Volume	10428
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	Electronic Government 2017
Abbreviated title	EGOV 2017
Country/Territory	Russian Federation
City	St. Petersburg
Period	4/09/17 → 7/09/17

Keywords

Multi-channel management
Social robots
Service channels
eGovernment
Service delivery

Access to Document

10.1007/978-3-319-64677-0_5

Cite this

Pieterson, W. J., Ebbers, W. E., & Madsen, C. O. (2017). New channels, new possibilities: A typology and classification of social robots and their role in multi-channel public service delivery. In M. Janssen, K. Axelsson, O. Glassey, B. Klievink, R. Krimmer, I. Lindgren, P. Parycek, H. J. Scholl, & D. Trutnev (Eds.), Electronic Government: 16th IFIP WG 8.5 International Conference, EGOV 2017 (pp. 47-59). (Lecture Notes in Computer Science; Vol. 10428). Springer. https://doi.org/10.1007/978-3-319-64677-0_5

Pieterson, Willem Jan ; Ebbers, Wolfgang E. ; Madsen, Christian Ostergaard. / New channels, new possibilities : A typology and classification of social robots and their role in multi-channel public service delivery. Electronic Government: 16th IFIP WG 8.5 International Conference, EGOV 2017. editor / Marijn Janssen ; Karin Axelsson ; Olivier Glassey ; Bram Klievink ; Robert Krimmer ; Ida Lindgren ; Peter Parycek ; Hans J. Scholl ; Dmitrii Trutnev. Cham : Springer, 2017. pp. 47-59 (Lecture Notes in Computer Science).

@inproceedings{e93b35c42bc24f9ab369e589f799d75c,

title = "New channels, new possibilities: A typology and classification of social robots and their role in multi-channel public service delivery",

abstract = "In this contribution we discuss the characteristics of what we call the fourthgeneration of public sector service channels: social robots. Based on a review ofrelevant literature we discuss their characteristics and place into multi-channelmodels of service delivery. We argue that social robots is not one homogenoustype of channels, but rather breaks down in different (sub)types of channels,each with different characteristics and possibilities to supplement and/or replace existing channels. Given the variety of channels, we foresee challenges in incorporating these new channels in multi-channel models of service delivery.This is especially relevant given the current lack of evaluations of such models,the broad range of channels available, and their different stages of deploymentat governments around the world. Nevertheless, social robots offer anpotentially very relevant addition to the service level landscape.",

keywords = "Multi-channel management, Social robots , Service channels, eGovernment , Service delivery",

author = "Pieterson, {Willem Jan} and Ebbers, {Wolfgang E.} and Madsen, {Christian Ostergaard}",

year = "2017",

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language = "English",

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series = "Lecture Notes in Computer Science",

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editor = "Marijn Janssen and Karin Axelsson and Olivier Glassey and Bram Klievink and Robert Krimmer and Ida Lindgren and Peter Parycek and Scholl, {Hans J.} and Dmitrii Trutnev",

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Pieterson, WJ, Ebbers, WE & Madsen, CO 2017, New channels, new possibilities: A typology and classification of social robots and their role in multi-channel public service delivery. in M Janssen, K Axelsson, O Glassey, B Klievink, R Krimmer, I Lindgren, P Parycek, HJ Scholl & D Trutnev (eds), Electronic Government: 16th IFIP WG 8.5 International Conference, EGOV 2017. Lecture Notes in Computer Science, vol. 10428, Springer, Cham, pp. 47-59, Electronic Government 2017, St. Petersburg, Russian Federation, 4/09/17. https://doi.org/10.1007/978-3-319-64677-0_5

New channels, new possibilities : A typology and classification of social robots and their role in multi-channel public service delivery. / Pieterson, Willem Jan; Ebbers, Wolfgang E.; Madsen, Christian Ostergaard.

Electronic Government: 16th IFIP WG 8.5 International Conference, EGOV 2017. ed. / Marijn Janssen; Karin Axelsson; Olivier Glassey; Bram Klievink; Robert Krimmer; Ida Lindgren; Peter Parycek; Hans J. Scholl; Dmitrii Trutnev. Cham : Springer, 2017. p. 47-59 (Lecture Notes in Computer Science; Vol. 10428).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

TY - GEN

T1 - New channels, new possibilities

T2 - Electronic Government 2017

AU - Pieterson, Willem Jan

AU - Ebbers, Wolfgang E.

AU - Madsen, Christian Ostergaard

N1 - Conference code: 16

PY - 2017/8/4

Y1 - 2017/8/4

N2 - In this contribution we discuss the characteristics of what we call the fourthgeneration of public sector service channels: social robots. Based on a review ofrelevant literature we discuss their characteristics and place into multi-channelmodels of service delivery. We argue that social robots is not one homogenoustype of channels, but rather breaks down in different (sub)types of channels,each with different characteristics and possibilities to supplement and/or replace existing channels. Given the variety of channels, we foresee challenges in incorporating these new channels in multi-channel models of service delivery.This is especially relevant given the current lack of evaluations of such models,the broad range of channels available, and their different stages of deploymentat governments around the world. Nevertheless, social robots offer anpotentially very relevant addition to the service level landscape.

AB - In this contribution we discuss the characteristics of what we call the fourthgeneration of public sector service channels: social robots. Based on a review ofrelevant literature we discuss their characteristics and place into multi-channelmodels of service delivery. We argue that social robots is not one homogenoustype of channels, but rather breaks down in different (sub)types of channels,each with different characteristics and possibilities to supplement and/or replace existing channels. Given the variety of channels, we foresee challenges in incorporating these new channels in multi-channel models of service delivery.This is especially relevant given the current lack of evaluations of such models,the broad range of channels available, and their different stages of deploymentat governments around the world. Nevertheless, social robots offer anpotentially very relevant addition to the service level landscape.

KW - Multi-channel management

KW - Social robots

KW - Service channels

KW - eGovernment

KW - Service delivery

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DO - 10.1007/978-3-319-64677-0_5

M3 - Conference contribution

SN - 978-3-319-64676-3

T3 - Lecture Notes in Computer Science

SP - 47

EP - 59

BT - Electronic Government

A2 - Janssen, Marijn

A2 - Axelsson, Karin

A2 - Glassey, Olivier

A2 - Klievink, Bram

A2 - Krimmer, Robert

A2 - Lindgren, Ida

A2 - Parycek, Peter

A2 - Scholl, Hans J.

A2 - Trutnev, Dmitrii

PB - Springer

CY - Cham

Y2 - 4 September 2017 through 7 September 2017

ER -

Pieterson WJ, Ebbers WE, Madsen CO. New channels, new possibilities: A typology and classification of social robots and their role in multi-channel public service delivery. In Janssen M, Axelsson K, Glassey O, Klievink B, Krimmer R, Lindgren I, Parycek P, Scholl HJ, Trutnev D, editors, Electronic Government: 16th IFIP WG 8.5 International Conference, EGOV 2017. Cham: Springer. 2017. p. 47-59. (Lecture Notes in Computer Science). doi: 10.1007/978-3-319-64677-0_5

New channels, new possibilities: A typology and classification of social robots and their role in multi-channel public service delivery

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Keywords

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