In Chap. 9, we will discuss alternatives of communication and Web-based tools for community formation. Section 9.1 deals with communication strategies for the citizens. Another challenge is handling the different communication chan- nels and contact media in the multi-channel management (Sect. 9.2). The performance chain in administrative communication can be carried out by a call center or a more comprehensive communication center (Sect. 9.3). A development model for online citizens is presented in Sect. 9.4. With the help of this development model, the governmental institution can estimate the degree of popularity, the capability to communicate and the personal involvement of the citizens (Sect. 9.5). Further tools for community formation, like civic network systems, buddy or recommender systems, as well as corporate blogs, are introduced in Sect. 9.6. Section 9.7 contains bibliographical notes.
KeywordsRecommender System Call Center Administrative Unit Governmental Institution Contact Medium
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