The authors report on research aimed at gaining an improved understanding of how issues such as language, literacy and previous exposure to technology affect citizens' ability to access government services of different complexity via ordinary telephone. They discuss user interface issues in conditions of low literacy and where previous exposure to technology is low. The results are based on filed experiments with citizens using a real government applications. The experimental set-up is described and the experimental procedure and results reported.
Reference:
Cloete, JPL, Barnard, E and Patel, HN. 2004. Initial experiments on the effectiveness of telephone access to government services. E-Gove Conference 2004, Zaragoza, Austria, 30 August - 3 September 2004
Cloete, J. P., Barnard, E., & Patel, H. M. (2004). Initial experiments on the effectiveness of telephone access to government services. http://hdl.handle.net/10204/5499
Cloete, Jacob PL, E Barnard, and Hina M Patel. "Initial experiments on the effectiveness of telephone access to government services." (2004): http://hdl.handle.net/10204/5499
Cloete JP, Barnard E, Patel HM, Initial experiments on the effectiveness of telephone access to government services; 2004. http://hdl.handle.net/10204/5499 .
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