Sending your government a message : e-mail communication between citizens and government / / C. Richard Neu, Robert H. Anderson, Tora K. Bikson

• Record Nr.: UNINA9910816866803321
• Autore: Neu C. R (Carl Richard), <1949->
• Pubbl/distr/stampa: Santa Monica, CA, : RAND, 1999
• ISBN: 0-8330-4346-3; 0-585-36064-2
• Edizione: [1st ed.]
• Descrizione fisica: xxx, 200 p. : ill
• Altri autori (Persone): AndersonRobert H <1939-> (Robert Helms); BiksonTora K. <1940->
• Disciplina: 384.3/4
• Soggetti: Administrative agencies - United States - Communication systems; Executive departments - United States - Communication systems; Electronic mail systems - United States
• Lingua di pubblicazione: Inglese
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Note generali: Bibliographic Level Mode of Issuance: Monograph
• Nota di bibliografia: Includes bibliographical references.
• Nota di contenuto: 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 -- E-MAIL -- 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 -- Barriers to Increased Electronic Communications -- 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 -- Initial Enrollment in the Medicare Program -- Customer Service -- Notices of Claims Processed -- 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.