Dr. khaled ali youssef, video mediated, communication channel, e-services, 25-2-2008

1. VIDEO-MEDIATED AND LIVE INTERACTION BASED COMMUNICATION CHANNELS: TOWARDS BETTER E-GOVERNMENT PERFORMANCE Khaled Ali, Ph.D. Lecturer (Assistant Professor) Department of Architectural Engineering Assiut University, Egypt The 3rd e-Services Symposium in the Eastern Province of Saudi Arabia Khobar, Saudi Arabia, 26-27 February, 2008

2. ملخص البحث : في إطار تشجيع تداول المعلومات وتيسير تلقي الخدمات عبر الشبكات نشأت مشروعات الحكومة الإليكترونية ، والتي تمكنت من تحقيق العديد من الأهداف النوعية كالاتصال الكفء والفعال بين الإدارات، ولامركزية تقديم الخدمات، والشفافية ودعم تحقيق الرقابة والمحاسبة . إلا أن تنامي الاعتماد على مشروعات الحكومة الإليكترونية أفرز العديد من التحديات التي جاء على رأسها التباين في إختيار قناة الإتصال بين مقدم الخدمة ومتلقيها وصعوبات التواصل عبر الشبكات لاسيما مع تزايد درجة تعقيد أو غموض الخدمات المقدمة . وكنتيجة لهذه المعوقات تنامت الرغبات والتطلعات لإيجاد قنوات وأنماط إتصال غير تقليدية تستهدف دعم التواصل وتحسين مستوى تقديم الخدمة، الأمر الذي تم اعتباره أحد أهم دوافع إجراء هذا البحث . The 3rd e-Services Symposium Slide of 30 Khobar, Saudi Arabia, 26-27 February, 2008 VIDEO-MEDIATED AND LIVE INTERACTION BASED COMMUNICATION CHANNELS: Towards Better e-Government Performance

3. ملخص البحث : وفي هذه الورقة البحثية، تم إجراء التكامل بين مفهوم التواصل المباشر بالصوت والصورة أو التواصل عبر الوسائط المتعددة وقنوات وأنماط الاتصال التقليدية، ليتم صياغة أطروحة نظرية تم تسميتها " قنوات الاتصال المعتمدة على الوسائط المتعددة أو التواصل المباشر Video-Mediated and Live Interaction Based Communication Channels “. وتستهدف الأطروحة النظرية العديد من الأهداف من أهمها : اتساع مدى تقديم وتلقي الخدمات الإليكترونية واتساع دائرة الاختيار بالتبعية، دعم تعددية وعمق قنوات وأنماط الاتصال، دعم الإحساس بالحضور والتواجد على الرغم من التباعد المكاني بين مقدم الخدمة ومتلقيها، ومحاولة التغلب على معوقات الاتصال الحالية . The 3rd e-Services Symposium Slide of 30 Khobar, Saudi Arabia, 26-27 February, 2008 VIDEO-MEDIATED AND LIVE INTERACTION BASED COMMUNICATION CHANNELS: Towards Better e-Government Performance

5. 1- Introduction As e-government projects are argued to rapidly move from a phase to another, a rising mismatch of channel preferences and increasing difficulties of communication came to the surface, the fact that stimulated the prospect for multiple and innovative channels of communication. With the evolution of e-government projects, models to study phases of development were built, according to the degree of change , role of technology , degree of complexity and the targeted benefits . The 3rd e-Services Symposium Slide of 30 Khobar, Saudi Arabia, 26-27 February, 2008 VIDEO-MEDIATED AND LIVE INTERACTION BASED COMMUNICATION CHANNELS: Towards Better e-Government Performance E-government Projects: Development Phases 1- Introduction Aim – Methodology Scope and Limitation 2- Why Innovative Communication Channels? 3- Proposed Model Communication Channel 4- Conclusions and Future Work

20. 2-3 Advancements in Computer and Networking Technologies B) The rise of Tele-presence 2- Why Innovative Communication Channels? The 3rd e-Services Symposium Slide of 30 Khobar, Saudi Arabia, 26-27 February, 2008 VIDEO-MEDIATED AND LIVE INTERACTION BASED COMMUNICATION CHANNELS: Towards Better e-Government Performance 1- Introduction Aim – Methodology Scope and Limitation 2- Why Innovative Communication Channels? 3- Proposed Model Communication Channel 4- Conclusions and Future Work Tele-conferencing Virtual marriage Synchronous virtual communicative spaces

24. 3- A Video-Mediated and Live Interaction Based Communication Channel: A Proposed Model 3-1 Key Attributes Based on the reviewed literature and being stimulated by existing miscommunication challenges , the prospects for innovative channels and the demand for better role of websites , being geared by the rapid and steady advancements in computer and networking technologies, and learning from the numerous integrated applications of telepresence , the key attributes of the demanded communication channels are derived . However, these attributes can be classified into three broad categories; having strong correlation to the government , the citizen and the communication process. Methodology The 3rd e-Services Symposium Slide of 30 Khobar, Saudi Arabia, 26-27 February, 2008 VIDEO-MEDIATED AND LIVE INTERACTION BASED COMMUNICATION CHANNELS: Towards Better e-Government Performance 1- Introduction Aim – Methodology Scope and Limitation 2- Why Innovative Communication Channels? 3- Proposed Model Communication Channel 4- Conclusions and Future Work

25. 3- A Video-Mediated and Live Interaction Based Communication Channel: A Proposed Model On the government perspective , the website is to take the priority over front desk and phone, having the capability to support real-time feedback, cost reduction, transparency and better performance. In view of citizens , the demanded channel should be attractive, satisfactory and user-centered, paying more attention to the disable. On the communication perspective , the channel is to be innovative, interactive, accessible, functional, multiple, integrated, website-based, telepresence-oriented, more than text chat, appropriate for complex and ambiguous situations, reduce mismatches of preference, and keep pace with computer and networking technology. 3-1 Key Attributes Taxonomy The 3rd e-Services Symposium Slide of 30 Khobar, Saudi Arabia, 26-27 February, 2008 VIDEO-MEDIATED AND LIVE INTERACTION BASED COMMUNICATION CHANNELS: Towards Better e-Government Performance 1- Introduction Aim – Methodology Scope and Limitation 2- Why Innovative Communication Channels? 3- Proposed Model Communication Channel 4- Conclusions and Future Work

26. 3- A Video-Mediated and Live Interaction Based Communication Channel: A Proposed Model "The face is an extraordinarily rich communication channel and a detailed face conveys a vast amount of subtle information, whether we wish for it to do so or not" (Donath, Judith, 2001) 3-2 A Proposed Model The idea The main idea of the proposed model is to incorporate the face ; either the face of the employee only in a downloadable video material, or the faces of both the employee and the citizen in telepresence-oriented live interaction through networks ; videoconference based interaction. The 3rd e-Services Symposium Slide of 30 Khobar, Saudi Arabia, 26-27 February, 2008 VIDEO-MEDIATED AND LIVE INTERACTION BASED COMMUNICATION CHANNELS: Towards Better e-Government Performance 1- Introduction Aim – Methodology Scope and Limitation 2- Why Innovative Communication Channels? 3- Proposed Model Communication Channel 4- Conclusions and Future Work

27. 3- A Video-Mediated and Live Interaction Based Communication Channel: A Proposed Model Communication Perspective Innovative Integrated Interactive Accessibility and Enablement More than text chat Web-based Multiple Appropriate for complex- ambiguous Situations Cost Reduction Minimizing front desk & phone based channels Real-time feedback Government Perspective Better Performance User- Centered Attract users User Acceptance and Satisfaction Citizen Perspective Support better communication + + Key Attributes Methodology Integrating video-mediated and live interaction based communication capabilities closely with existing website based channel types and e-government services. Fewer mismatches of preference Functionality Transparency Better serve the disabled Keep pace with computer/networking technology Telepresence based The 3rd e-Services Symposium Slide of 30 Khobar, Saudi Arabia, 26-27 February, 2008 VIDEO-MEDIATED AND LIVE INTERACTION BASED COMMUNICATION CHANNELS: Towards Better e-Government Performance 1- Introduction Aim – Methodology Scope and Limitation 2- Why Innovative Communication Channels? 3- Proposed Model Communication Channel 4- Conclusions and Future Work Video-Mediated and Live Interaction based Capabilities E-Services

29. 4- Conclusions In this paper, a draft model of video mediated and live interaction based communication channels is sketched. The aim was to overcome existing communication challenges ; i.e. miscommunication challenges and mismatch of channel preferences between the government and its citizens. As mentioned in the body of the paper, the proposed draft model can not be limited to what have been explored in this research, the fact that shows the need for further research to become crucial. In response to that, the paper is proposed to be extended in, but not limited to, four directions ; readdressing the offered opportunities and the imposed challenges in view of the local context, classifying e-services according to the degree of complexity and ambiguity , estimating the technical requirements needed, and investigating the spatial configurations , to become the issues of future work. The 3rd e-Services Symposium Slide of 30 Khobar, Saudi Arabia, 26-27 February, 2008 VIDEO-MEDIATED AND LIVE INTERACTION BASED COMMUNICATION CHANNELS: Towards Better e-Government Performance 1- Introduction Aim – Methodology Scope and Limitation 2- Why Innovative Communication Channels? 3- Proposed Model Communication Channel 4- Conclusions and Future Work

30. Thanks for Attention !!