CTIT Universiteit Twente
Centre for e-Government Studies

2008-03 Electronic government: Rethinking channel management strategies

March 2008: Government Information Quarterly

This month an article of Wolfgang Ebbers, Willem Pieterson and Hubert Noordman will be published in the journal Government Information Quarterly. The title of this article is 'Electronic Government: Rethinking Channel management Strategies'.


This article explores how an alternative multichannel management strategy can improve the way governments and citizens interact. Improvement is necessary because, based on empirical data from various sources, the conclusion can be drawn that there is a gap between the communication channels governments prefer and those that citizens prefer. Governments may be too much guided by rational arguments like the cost efficiency of channels while citizens may choose channels depending on, e.g., task characteristics, personal characteristics or situational factors. In order to close the existing gap and to increase understanding about how different channel types may be positioned in multichannel management, this article proposes an alternative multi channel management strategy that takes both the citizens and the governments perspective into account. This strategy is based on differences in channel types and channel modes via which governments and citizens interact.

Ebbers, W., Pieterson, W. & Noordman, H. (2008). Electronic government: Rethinking channel management strategies. Government Information Quarterly, 25(2), pp. 181-201.