Consumer Models in the Encounter between Supply and Demand of Electronic Administration

  • Françoise Massit-Folléa
  • Cécile Méadel
Part of the IFIP International Federation for Information Processing book series (IFIPAICT, volume 223)

Abstract

In the modernization process of public administration, information technologies are used as a tool to transform both its practices and its relations with its users. The new user-centric pattern comes from the market world: Customer Relationship Management becomes Citizen Relationship Management. Are the devices and tools of e-commerce convenient with the goals and practices of e-administration? Analyzing characters such as identification, deliberation, personalization and trust building reveals the limits of such a comparison and the need for a renewal of mediation functions between public and private spheres.

Keywords

customer citizen e-commerce e-administration device mediation 

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Copyright information

© International Federation for Information Processing 2006

Authors and Affiliations

  • Françoise Massit-Folléa
    • 1
  • Cécile Méadel
    • 2
  1. 1.Laboratoire C2SO — Ecole Normale Supérieure — Lettres et Sciences humainesLyonFrance
  2. 2.Centre de sociologie de l’innovationEcole des Mines, CNRSParisFrance

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