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Sending your government a message : e-mail communication between citizens and government / C. Richard Neu, Robert H. Anderson, Tora K. Bikson.
- Format:
- Book
- Author/Creator:
- Neu, C. R. (Carl Richard), 1949-
- Language:
- English
- Subjects (All):
- Administrative agencies--United States--Communication systems.
- Administrative agencies.
- Executive departments--United States--Communication systems.
- Executive departments.
- Electronic mail systems--United States.
- Electronic mail systems.
- Physical Description:
- xxx, 200 p. : ill.
- Edition:
- 1st ed.
- Place of Publication:
- Santa Monica, CA : RAND, 1999.
- Language Note:
- English
- Summary:
- Why are millions of dollars worth of transactions taking place daily on the Internet, yet important on-line transactions between government and citizens are not? This work addresses the role that e-mail and the Internet can and should play in the relationship between government and citizens.
- Contents:
- PREFACE
- FIGURES
- TABLES
- SUMMARY
- THE MEDIUM AND THE MESSAGES: CURRENT
- GOVERNMENT USE
- Features of Complex, Form-Based Messages
- Survey of Official State Uses of E-Mail
- Barriers to Increased Electronic Communications
- Case Study: Health Care Financing Administration and
- the Medicare Program
- Case Study: California's Employment Development
- Department and Its Unemployment Insurance Program
- Security and Related Technical Issues
- Trends in Citizen Use of Computers and Connectivity
- Observations and Recommendations
- Government's Role
- ACKNOWLEDGMENTS
- BREVITIES
- INTRODUCTION
- AN UNFINISHED REVOLUTION
- WHY E-MAIL?
- WHY
- A SPECIAL ROLE FOR GOVERNMENT?
- THE PLAN OF THIS REPORT
- THE MEDIUM AND THE MESSAGES:
- NOTEWORTHY FEATURES
- MESSAGE TYPES
- Form-Based vs. Free-Form Messages
- Simple vs. Complex Messages
- Features of Complex Form-Based Messages
- SURVEY OF OFFICIAL STATE USES OF E-MAIL
- Survey Findings
- Electronic Interactions: A Mixed Sampler
- DISCUSSION
- CASE STUDY: THE HEALTH CARE FINANCING
- ADMINISTRATION AND THE MEDICARE PROGRAM
- COMMUNICATIONS WITH HEALTH-CARE PROVIDERS
- COMMUNICATIONS WITH MEDICARE BENEFICIARIES
- Initial Enrollment in the Medicare Program
- Customer Service
- Notices of Claims Processed
- OPPORTUNITIES TO USE E-MAIL
- IMPLEMENTATION OPPORTUNITIES AND CHALLENGES
- Beneficiary Acceptance
- The Problem of Security
- Other Challenges
- A WAY FORWARD
- CASE STUDY: CALIFORNIA'S EMPLOYMENT
- DEVELOPMENT DEPARTMENT AND ITS
- UNEMPLOYMENT INSURANCE PROGRAM
- STUDY PROCEDURES
- BACKGROUND AND PRESSURES FOR CHANGE
- COMMUNICATIONS RELATED TO UI CLAIMS
- OPPORTUNITIES TO USE E-MAIL.
- Ad Hoc Inquiries
- Initial Claims
- Continued Claims
- Nonmonetary Determinations
- E-Mail Opportunities Reviewed
- IMPLEMENTATION PROSPECTS AND CHALLENGES
- Technological Constraints
- Security Challenges
- User Issues: Access, Equity, and Acceptability
- Organizational Innovation
- SECURITY AND RELATED TECHNICAL ISSUES
- NEED FOR SECURE COMMUNICATION
- ELEMENTS OF SECURE COMMUNICATION
- PUBLIC KEY ENCRYPTION AND INFRASTRUCTURE
- Identity vs. Authority
- Who Can Act as Certificate Authorities for
- Government Agencies?
- One CA or Many?
- SOME SECURITY-RELATED ISSUES TO BE RESOLVED
- GETTING FROM HERE TO THERE
- CITIZENS, COMPUTERS, AND CONNECTIVITY:
- A REVIEW OF TRENDS
- REVIEWING CURRENT TRENDS
- Approach to the CPS Data
- Results of Data Analysis
- CONCLUSIONS
- CONCLUSIONS, OBSERVATIONS, AND
- RECOMMENDATIONS
- THE CASE FOR E-MAIL
- SOME OPERATIONAL CONCERNS
- Cost
- Security
- Free-Form E-Mail
- Information Architectures to Support E-Mail
- Communication
- Archives and Audit Trails
- Managing User Expectations
- Junk E-Mail and "Spamming"
- REACHING THE "UNWIRED"
- Expanding Internet Access
- A Default Internet Service Provider?
- E-Mail Addresses for All: A New Role for the Postal Service?
- GOVERNMENT'S ROLE
- ADDITIONAL INFORMATION ON CITIZENS,
- COMPUTERS, AND CONNECTIVITY
- NET DISPARITIES ACROSS SOCIOECONOMIC GROUPS
- DID DISPARITIES BECOME SMALLER OR LARGER
- BETWEEN 1993 AND 1997?
- THE USE OF HOME COMPUTERS
- WHERE TO CONTACT THE GOVERNMENT
- LEGISLATIVE BRANCH
- U.S. Senate (106th Congress)
- U.S. House of Representatives (106th Congress)
- EXECUTIVE BRANCH
- Department of Agriculture (USDA)
- Department of Commerce (DOC)
- Department of Defense
- Department of Education
- Department of Energy
- Department of Health and Human Services (HHS).
- Department of Housing and Urban Development (HUD)
- Department of the Interior (DOI)
- Department of Justice (DOJ)
- Department of Labor (DOL)
- Department of State
- Department of Transportation (DOT)
- Department of the Treasury
- Department of Veterans Affairs
- JUDICIAL BRANCH
- U.S. Supreme Court, Circuit Courts, and Courts of Appeal
- WEB SITES THAT PROVIDE LINKS TO MANY GOVERNMENT
- AGENCIES
- REFERENCES.
- Notes:
- Bibliographic Level Mode of Issuance: Monograph
- Includes bibliographical references.
- ISBN:
- 0-8330-4346-3
- 0-585-36064-2
- OCLC:
- 923688838
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