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Please use this identifier to cite or link to this item: http://hdl.handle.net/10204/6069

Title: Language and technology literacy barriers to accessing government services
Authors: Barnard, E
Cloete, L
Patel, H
Keywords: Government services
Electronic access
Electronic service delivery
Language barriers
Technology literacy
Issue Date: 2003
Publisher: Springer
Citation: Barnard, E, Cloete, L, and Patel, H. Language and technology literacy barriers to accessing government services. Lecture Notes in Computer Science, vol. 2739, pp. 37-42
Abstract: The paper presents research aimed at overcoming barriers to citizens’ ability to access electronic government services. Our concern is specifically ‘non-connectivity’ barriers to electronic service delivery including cultural background, language, literacy and level of technology experience. These issues are investigated and solutions researched in a developing world context. The project on which the paper is based aims to develop a service delivery framework and technology where service delivery is personalised to citizen’s unique circumstances taking into account the means by which they will have access to government services and individual characteristics such as language preference. In order to develop appropriate technological interventions, a number of field experiments are done to gain an improved understanding of the extent to which citizens’ exposure to technology and home language affect their ability to access electronic services. These experiments will influence technology development on the project that will be incorporated in a technology demonstrator.
Description: Copyright: 2003 Springer. This is the postprint version of the paper. The definitive version is published in Lecture Notes in Computer Science, vol. 2739, pp. 37-42
URI: https://springerlink3.metapress.com/content/1mv7p9k0h7kqmekf/resource-secured/?target=fulltext.pdf&sid=cks0xj3pfwejzpypnsywus1k&sh=www.springerlink.com
http://hdl.handle.net/10204/6069
ISSN: 0302-9743
Appears in Collections:Human factors
Accessibility research
Citizen information services
Human language technologies
ICT in education, youth, gender
General science, engineering & technology

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