Alter ego, state of the art on user profiling: an overview of the most relevant organisational and behavioural aspects regarding User Profiling.

This report gives an overview of the most relevant organisational and\ud behavioural aspects regarding user profiling. It discusses not only the\ud most important aims of user profiling from both an organisation’s as\ud well as a user’s perspective, it will also discuss organisational motives\ud and barriers for user profiling and the most important conditions for\ud the success of user profiling. Finally recommendations are made and\ud suggestions for further research are given

Electronic government: rethinking channel management strategies

This article explores how an alternative multichannel management strategy can improve the way governments and citizens interact. Improvement is necessary because, based on empirical data from various sources, the conclusion can be drawn that there is a gap between the communication channels governments prefer and those that citizens prefer. Governments may be too much guided by rational arguments like the cost efficiency of channels while citizens may choose channels depending on, e.g., task characteristics, personal characteristics or situational factors. In order to close the existing gap and to increase understanding about how different channel types may be positioned in multichannel management, this article proposes an alternative multichannel management strategy that takes both the citizen’s and the government’s perspective into account. This strategy is based on differences in channel types and channel modes via which governments and citizens interact

Facts and feelings. The role of rational and irrational factors in citizens' channel choices

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