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

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

8 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 languageEnglish
Title of host publicationElectronic Government
Subtitle of host publication16th IFIP WG 8.5 International Conference, EGOV 2017
EditorsMarijn Janssen, Karin Axelsson, Olivier Glassey, Bram Klievink, Robert Krimmer, Ida Lindgren, Peter Parycek, Hans J. Scholl, Dmitrii Trutnev
Place of PublicationCham
PublisherSpringer
Pages47-59
ISBN (Electronic)978-3-319-64677-0
ISBN (Print)978-3-319-64676-3
DOIs
Publication statusPublished - 4 Aug 2017

Publication series

NameLecture Notes in Computer Science
PublisherSpringer
Volume10428
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Keywords

  • Multi-channel management
  • Social robots
  • Service channels
  • eGovernment
  • Service delivery

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  • 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). Cham: Springer. https://doi.org/10.1007/978-3-319-64677-0_5