Abstract
Trust has a direct impact on the extent to which citizens engage with public and community services. This paper advances a framework which seeks to support HCI designers and managers in promoting ICT-mediated citizen engagement with public services through a strategy of trust promotion. The framework is based upon an analysis of evidence from large-scale community surveys which demonstrate a significant relationship between levels of user trust and users’ experience of public services and reveals experiential factors that promote users’ trust.
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Grimsley, M., Meehan, A., Tan, A. (2005). Designing for Social Inclusion: Computer Mediation of Trust Relations Between Citizens and Public Service Providers. In: Fincher, S., Markopoulos, P., Moore, D., Ruddle, R. (eds) People and Computers XVIII — Design for Life. Springer, London. https://doi.org/10.1007/1-84628-062-1_13
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DOI: https://doi.org/10.1007/1-84628-062-1_13
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