Designing Government Portal Navigation Around Citizens’ Needs
Improving the usability of government portal sites requires a focus shift from system to user in both research and design. Empirical studies into user behavior are needed to support decisions on navigation, labeling and search systems. This paper presents such a study. Through scenario based interviews data were collected on citizens’ information seeking needs and search strategies. Additionally, server logs files were analyzed. The results demonstrated the complexity of the search task from a user perspective, and provided suggestions for user friendly portal design. On the basis of the results it was recommended that portal sites’ navigation systems should be context-rich, and labeling systems should be adapted to citizens’ colloquial speech.
KeywordsSearch Engine Navigation System Search Term Portal Site Label System
Unable to display preview. Download preview PDF.
- 1.European Union. Ministerial Declaration on E-government: Transforming public services (November 2005), http://www.egov2005conference.gov.uk/proceedings/ (Retrieved February 14, 2006)
- 2.Beyond e-Government. Report for the UK Cabinet Office. Booz Allen Hamilton, Maclean (VA)Google Scholar
- 6.Klaassen, R.F.: Voorlichtingskundig Ontwerpen: De Totstandkoming van Postbus 51-Campagnes [Public Information Design: The Development of Postbus 51 Public Information Campaigns]. Van Gorcum Publishers, Assen (2004)Google Scholar
- 7.Van der Geest, T.: Tax to the max: Designing Web Services for Ordinary People. Document Design 12(2), 213–218 (2004)Google Scholar
- 8.van Deursen, A., van Dijk, J., Ebbers, W.: Why e-Government Usage Lags Behind: Explaining the Gap Between Potential and Actual Usage of Electronic Public Services in The Netherlands (in press)Google Scholar
- 9.Tatnall, A.: Web portals: the new gateways to Internet information and services. Idea Group, Hershey (2005)Google Scholar
- 10.Rosenfeld, L., Morville, P.: Information architecture for the World Wide Web. O’Reilly, Beijing (2002)Google Scholar
- 11.Albers, M.J.: Communication of Complex Information; User goals and Information Needs for Dynamic Web Information. Lawrence Erlbaum Associates Publishers, Mahwah (2004)Google Scholar
- 12.Choo, C.W., Detlor, B., Tornbull, D.: Web work: information seeking and knowledge work on the World Wide Web. In: Information science and knowledge management, vol. 1. Kluwer Academic Publishers, Dordrecht (2000)Google Scholar
- 13.Burger, J., Cardie, C., Chaudhri, V., Gaizauskas, R., Harabagiu, S., Israel, D., Jacquemin, C., Lin, C.-Y., Maiorano, S., Miller, G., Moldovan, D., Ogden, B., Prager, J., Riloff, E., Singhal, A., Shrihari, R., Strzalkowski, T., Voorhees, E., Weishedel, R.: Issues, tasks, and program structures to roadmap research in question & answering (q&a). NIST DUC Vision and Roadmap Documents (2000)Google Scholar
- 14.Lin, J., Quan, D., Sinha, V., Bakshi, K., Huynh, D., Katz, B., Karger, D.R.: What makes a good answer? the role of context in question answering. In: Proceedings of the Ninth IFIP TC13 International Conference on Human- Computer Interaction, Zurich, Switzerland (2003)Google Scholar