Citizen Demand for Interactive E-Government

The possible benefits of e-government are currently generating far more interest than the limitations. The dominant view is that the Internet offers almost unlimited potential and that governments are not fully exploiting this opportunity. The authors' findings question this conclusion. They find a strong preference for in-person and telephone communication, even when these methods might actually be less convenient. The authors focus on a single public agency, but the circumstances they address are common in public organizations.