06095nam 22006014a 450 991081686680332120200520144314.00-8330-4346-30-585-36064-2(CKB)111004368714962(SSID)ssj0000244084(PQKBManifestationID)12040760(PQKBTitleCode)TC0000244084(PQKBWorkID)10168576(PQKB)11224105(Au-PeEL)EBL3031507(CaPaEBR)ebr2004629(OCoLC)923688838(MiAaPQ)EBC3031507(EXLCZ)9911100436871496219990621d1999 uy 0engurcn|||||||||txtccrSending your government a message e-mail communication between citizens and government /C. Richard Neu, Robert H. Anderson, Tora K. Bikson1st ed.Santa Monica, CA RAND1999xxx, 200 p. illBibliographic Level Mode of Issuance: Monograph0-8330-2754-9 Includes bibliographical references.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.Administrative agenciesUnited StatesCommunication systemsExecutive departmentsUnited StatesCommunication systemsElectronic mail systemsUnited StatesAdministrative agenciesCommunication systems.Executive departmentsCommunication systems.Electronic mail systems384.3/4Neu C. R(Carl Richard),1949-1090106Anderson Robert H(Robert Helms),1939-866956Bikson Tora K.1940-866957MiAaPQMiAaPQMiAaPQBOOK9910816866803321Sending your government a message3983460UNINA