Towards an Understanding of Valence in E-Government Services

TL;DR

This paper explores how understanding user values and reactions to SMS-based government communication can improve the effectiveness and perception of e-government services, contributing to broader Big Data discussions.

Contribution

It provides a theoretical framework for analyzing user valence in e-government services and introduces a new methodological approach for demographic-specific value assessment.

Findings

Theoretical insights into valence framing in e-government.

Proposes a new methodological direction for demographic analysis.

Contributes to Big Data and technology acceptance debates.

Abstract

The Australian government, to remind job seekers of appointments with employment services providers in order to cut costs and free up human resources, is using technologies such as Short Messaging Services (SMS). However, the technologies in-use are but one side of this equation the specifics of how these technologies are used is the other side, and these specifics are highly under-theorized, particularly in regard to the views of the people to which these technologies are directed. The purpose of this paper is to provide a theoretical framing for this phenomenon as well as to introduce an emerging methodological direction that may allow for a better understanding of demographic-specific values and thereby better valence framing. The paper also theorizes reactions to information that could be applicable elsewhere, not just in e-government or with SMS, thereby contributing to discussions surrounding the Big Data debate.