Digital Communication of Public Service Information and its Effect on Citizens’ Perception of Received Information

Sarah M.L. Krøtel

International Journal of Public Administration, 2021, vol. 44, issue 2, 132-145

Abstract: This paper explores how the development of digital solutions for communication and daily interaction between government and its citizens influences citizens’ satisfaction, trust and perceived importance of the information received from government. It illuminates this effect by drawing on a survey-experimental design in a Danish research setting. With digitization of public services happening so quickly, it leaves the question of how this transformation is actually viewed by the citizens. The change in medium from traditional communication by standard mail to digital communication can be argued to have both positive and negative effects. Some citizens might find it easy to rely on digital communication, others might perceive digital solutions as a challenge and an obstacle when receiving essential information, which again might foster greater dissatisfaction. Results of Bayesian statistical analysis suggest that the digitization of communication form has little effect on citizens’ trust and satisfaction with the information received. Further, results do indicate that the perceived importance of the information received is lower for information received digitally.

Date: 2021
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DOI: 10.1080/01900692.2019.1672182

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