Channel Choice Determinants of (Digital) Government Communication: A Case Study of Spatial Planning in Flanders

Governments at all levels believe the digitisation of their services and increased interaction with citizens will bring significant advantages in terms of transparency, creation of public value, and improvement of government performance (Al-Hujran, Al-Debei, Chatfield, & Migdadi, 2015). Nonetheless, this evolution towards more digital services and communication by governments raises questions in terms of inclusivity and accessibility. We conducted focus groups with a heterogeneous panel of over 80 citizens, ranging from non-users of digital technologies to high-level users, to study their... Mehr ...