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      Using Freedom of Information Requests to Understand Usability Problems with e-government Websites

      ,

      Proceedings of the 31st International BCS Human Computer Interaction Conference (HCI 2017) (HCI)

      digital make-believe, with delegates considering our expansive

      3 - 6 July 2017

      Usability problems, usability evaluation methods, e-government, Freedom of Information

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          Abstract

          This paper investigates usability problems found in 14 UK council websites as described by citizens. Freedom of Information (FOI) requests were used to collect messages about citizens’ interaction with these websites. Content analysis was used to categorise 713 usability problems found in 620 messages. 49 distinct problem categories grouped in 9 major categories were identified. Problems related to Content completeness (40.8%) and Interactive Functionalities (36.04%) were the most frequently reported. The implications of these findings for research and design of e-government websites, as well as the advantages and limitations of using FOI requests in usability research, are discussed.

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          Most cited references 3

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          What do users really care about?: a comparison of usability problems found by users and experts on highly interactive websites

           H Petrie,  C POWER (2012)
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            Freedom of Information (Scotland) Act 2002

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              • Record: found
              • Abstract: not found
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              What do users really care about?: a comparison of usability problems found by users and experts on highly interactive websites

               H Petrie,  C POWER,  C Power (2012)
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                Author and article information

                Contributors
                Conference
                July 2017
                July 2017
                : 1-4
                Affiliations
                Department of Computer Science

                University of York, York, UK
                Department of Computer Science

                University of York, York, YO105GH, UK
                Article
                10.14236/ewic/HCI2017.14
                © Sandoval-Guzman et al. Published by BCS Learning and Development Ltd. Proceedings of British HCI 2017 – Digital Make-Believe. Sunderland, UK.

                This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

                Proceedings of the 31st International BCS Human Computer Interaction Conference (HCI 2017)
                HCI
                31
                Sunderland, UK
                3 - 6 July 2017
                Electronic Workshops in Computing (eWiC)
                digital make-believe, with delegates considering our expansive
                Product
                Product Information: 1477-9358BCS Learning & Development
                Self URI (journal page): https://ewic.bcs.org/
                Categories
                Electronic Workshops in Computing

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