Faculty Publications

Title

Citizen-government interaction and the internet: Expectations and accomplishments in contact, quality, and trust

Document Type

Article

Keywords

Citizen-initiated government contact, Digital divide, E-government, Government quality, Trust in government

Journal/Book/Conference Title

Journal of Information Technology and Politics

Volume

5

Issue

2

First Page

213

Last Page

229

Abstract

In addition to improving efficiency and transparency of government services, e-government may increase the frequency of interaction between citizens and government as well as improve perceptions of quality and trust in government more broadly. Analyses of citizen-initiated contact with government using Pew Internet and American Life Project survey data indicate that e-government has motivated citizeninitiated contact with government among some demographic groups and magnified existing gaps for others. Online citizen-initiated contact improves the quality of interactions with government; however, the findings here do not support the argument that e-government increases trust among its users. Findings are consistent with the goals of the American government in adopting and promoting e-government. © 2008 by The Haworth Press. All rights reserved.

Original Publication Date

12-1-2008

DOI of published version

10.1080/19331680802298298

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