Dr. khaled ali youssef, video mediated, communication channel, e-services_25-2-2008

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Dr. khaled ali youssef, video mediated, communication channel, e-services_25-2-2008

  1. 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. 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. 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
  4. 4. Paper Organization For the aim of the work to be attained and the objectives to be accomplished, the paper is divided into 4 parts: Introduction Why Innovative Communication Channels? A Proposed Model Conclusions and Future Work Paper Organization 1- Introduction Aim – Methodology Scope and Limitation 2- Why Innovative Communication Channels? 3- Proposed Model Communication Channel 4- Conclusions and 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 A Video-Mediated and Live Interaction Based Communication Channels <ul><li>Challenges of Existing Communication Channels </li></ul><ul><li>Prospects toward Innovative Channels </li></ul><ul><li>Advancements in Computer and Networking Technologies </li></ul><ul><li>E-government Projects: Phases of development </li></ul><ul><li>Aim & Objectives - Methodology - Scope & Limitations </li></ul>Conclusions of the work Possible Directions for Future Work
  5. 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
  6. 6. 1- Introduction Reacting to current miscommunication challenges and the rising mismatch of preferences, the paper aims at studying the possibility of proposing a model for innovative channels of communications through accomplishing the following objectives: <ul><li>Exploring the miscommunication challenges in e-government projects and investigating the reasonability of searching for new channels of communication. </li></ul><ul><li>Deriving the main attributes of the demanded innovative channels . </li></ul><ul><li>Sketching a draft model of video-mediated and live interaction based channels, investigating how they can be design and implemented. </li></ul>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 1-1 Aim and Objectives: Moving a step forward 1- Introduction Aim – Methodology Scope and Limitation 2- Why Innovative Communication Channels? 3- Proposed Model Communication Channel 4- Conclusions and Future Work
  7. 7. 1- Introduction <ul><li>First, the motives that stimulate the demand for innovative channels are presented, current miscommunication and mismatch challenges are explored, the opportunities offered by the rapid advancement of computer and networking technologies are briefly introduced, and prospects toward innovative channels are highlighted. </li></ul><ul><li>Second, the main attributes of the demanded innovative channels are derived . </li></ul><ul><li>At last, a draft model is sketched ; arguing how the proposed innovative channels can be designed and implemented . </li></ul>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 1-2 Methodology: How to do it? 1- Introduction Aim – Methodology Scope and Limitation 2- Why Innovative Communication Channels? 3- Proposed Model Communication Channel 4- Conclusions and Future Work
  8. 8. 1- Introduction <ul><li>In this paper, the reasonability of looking for innovative channels capable of overcoming current communication challenges, their attributes , and possibilities of applications are studied; while detailed design and implementation as well as the technical requirements needed remain the issue of another work. </li></ul><ul><li>As for the type of services, the paper stresses only on the interactive category of services, as they are intended to be strongly affected by the offered innovative communication channels. </li></ul><ul><li>As a reference point, a scope is given to Dubai e-Government (DEG) as a leading project in the Middle East region </li></ul>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 1-3 Scope and Limitations: What should the paper focus on? 1- Introduction Aim – Methodology Scope and Limitation 2- Why Innovative Communication Channels? 3- Proposed Model Communication Channel 4- Conclusions and Future Work
  9. 9. 1- Introduction Approach: Where are e-government Projects? & Where are they going? In this research Future Work The approach, scope, aim, methodology, target and mission of the research can be summarized as follows. Summing up, 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 Scope: CHANNELS OF COMMUNICATION <ul><li>Challenges: </li></ul><ul><li>Complexity and ambiguity of services. </li></ul><ul><li>Communication difficulties. </li></ul><ul><li>Personal challenges: age, illiteracy, ..etc </li></ul><ul><li>Mismatch of preference between government and citizens </li></ul><ul><li>Website channels lag behind front desk and phone. </li></ul><ul><li>Opportunities: </li></ul><ul><li>Continuous advancements in computer and networking technologies. </li></ul><ul><li>Lessons learnt from communicative spaces and similar applications. </li></ul><ul><li>Prospects: </li></ul><ul><li>Multiple innovative channels. </li></ul><ul><li>Enablement. </li></ul><ul><li>Costumer-centric communication </li></ul>Technical Installations Spatial Configurations Classification of Services Mission: Design and Implementation Opportunities & Challenges Aim: Studying the possibility of rationally reacting to the posed challenges and moving a step forward. Methodology: Integrating existing channels with advancements in computer and networking technologies. Target: A draft model of multiple innovative communication channel
  10. 10. 2- Why Innovative Communication Channels? In investigating what stimulates the interest in searching for innovative channels of communication, three key motives appeared to be the most notable: In this part of the paper these three motives are spotlighted. <ul><li>Challenges of Existing Communication Channels </li></ul><ul><li>Prospects Toward Innovative Channels </li></ul><ul><li>Advancements in Computer and Networking Technologies </li></ul>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
  11. 11. <ul><li>While Governments prefer website based channels being guided by rational arguments like the cost efficiency of channels, citizens prefer front desk and phone , especially for conversation and consultation </li></ul>2-1 Challenges of Communication Channels Mismatch in channel preferences between the government and its citizens. 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 Source: Ebbers et al (2007) Government Citizens
  12. 12. <ul><li>Recent studies from Switzerland , Canada , Aus t ralia and the Netherlands show the dominance of front desk and phone as the most preferred communication channel types. </li></ul>2-1 Challenges of Communication Channels The dominance of front desk, phone and post over website based channels 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 Percentages of interactions in four countries 13% 19% 30% 14% Post (and/or Fax) 24% 13% 25% 24% Internet 28% 28% 55% 54% Phone 33% 46% 48% 55% Front desk The Netherlands Australia Canada Switzerland Country channel
  13. 13. <ul><li>As documented in Dubai eGovernment 2006 4th quarter report, the number of requested online text chats was only 54 and the handled e-mails comprised for 793 emails, where the total number of answered calls reached 34250 . </li></ul>2-1 Challenges of Communication Channels The dominance of front desk, phone and post over website based channels 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
  14. 14. <ul><li>In explaining why a certain channel of communication is preferred by citizens, 3 key factors seemed to announce themselves: </li></ul>2-1 Challenges of Communication Channels The dominance of front desk, phone and post over website based channels <ul><ul><li>Personal factors (i.e. age and educational level) </li></ul></ul><ul><ul><li>Task and problem factors (complexity and ambiguity) </li></ul></ul><ul><ul><li>Situational factors </li></ul></ul>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
  15. 15. <ul><li>To overcome the mismatch, new multi-channel management models have been built; i.e. Ebbers et all (2007). </li></ul>2-1 Challenges of Communication Channels The dominance of front desk, phone and post over website based channels 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
  16. 16. <ul><li>Studies show that e-services are, on average, 20 times less expensive than face-to-face services, not to mention the improving service levels, the increased transparency , and the greater convenience ; the fact that explain why in recent years there has been increasing pressure on governmental entities as well as the private sector for better e-government performance. </li></ul>2-2 Prospects Toward Innovative Channels E-services and cost reductions, transparency, convenience and better performance <ul><li>According to the American Customer Satisfaction Index (ACSI), citizen satisfaction with e-government should not decline. Loyalty should be assigned to website based channels and online interactions. </li></ul>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
  17. 17. <ul><li>In addressing where e-government projects are going, innovative multiple channels are disputed central to development proposals and future prospects. In DEG , as an example, e-services are intended to be provided through multiple innovative channels in a customer-centric manner. </li></ul>2-2 Prospects Toward Innovative Channels E-services and cost reductions, transparency, convenience and better performance <ul><li>Summing up, functionality , usability , accessibility , enablement , innovativeness of communication channels can be considered perceptible indications of consideration and regard, which any user-centered e-government should pay attention to. </li></ul>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
  18. 18. 2-3 Advancements in Computer and Networking Technologies A) Rapidly Increasing Computer Capacity and Network Bandwidth <ul><li>Electronic technology is seen to have revolutionary progress. As an example: </li></ul>2- Why Innovative Communication Channels? &quot;When the PC was first introduced in the early 1980s, who could ever expect the use of PCs to become what it is today?“ Bjorkdahl, Per (1999) <ul><li>RAM Capacity </li></ul><ul><li>Fiber optic material </li></ul><ul><li>3G semiconductor materials </li></ul><ul><li>Audio/video frequency technology </li></ul><ul><li>Broad-brand orientations </li></ul><ul><li>Satellite communication </li></ul><ul><li>Combination of wireless and wired communication technology </li></ul><ul><li>3G communication technology </li></ul>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
  19. 19. 2-3 Advancements in Computer and Networking Technologies B) The rise of Tele-presence 2- Why Innovative Communication Channels? <ul><li>Numerous applications showed tele-presence to become a reality. As an example: </li></ul><ul><li>‘ Ambient Telepresence: Colleague Awareness in Smart Environments’ (ellersen, Hans-W & Beigl Michael, 1999) </li></ul><ul><li>'Video-Mediated Communication in the Classroom to Support Sick Children: A Case Study' (Deborah, Fels1 & Patrice) </li></ul><ul><li>'Towards Multi-Site Collaboration in Tele-Immersive Environments‘ (Wuy et all, 2007 ) </li></ul><ul><li>'Private and Public Spaces; the Use of Video Mediated Communication in a Future Home Environment' (Junestrand et all, 2003) </li></ul>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
  20. 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
  21. 21. 2-3 Advancements in Computer and Networking Technologies C) Learning from the comHOME 2- Why Innovative Communication Channels? <ul><li>The communicative home (comHOME) application is a solution for the integration of Video Mediated Communication (VMC) into the home environment. </li></ul><ul><li>The solution concerns the integration of different communicative zones (comZONES), where the resident can be seen and heard at different levels. </li></ul>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
  22. 22. 2-3 Advancements in Computer and Networking Technologies C) Learning from the comHOME 2- Why Innovative Communication Channels? <ul><li>The different comZONES are expressed by technical solutions such as screens and cameras and the use of architecture; i.e. spatial forms , colors , light , and materials . The architectural space can then, in combination with ICT solutions, form an interface to the digital world . </li></ul>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 workSPACE videoTORSO comTABLE mediaSPACE
  23. 23. 2-3 Advancements in Computer and Networking Technologies C) Learning from the comHOME 2- Why Innovative Communication Channels? <ul><li>ComHOME application is seen to effectively exploit ICTs to create communicative spaces ; opening the door on further applications. </li></ul><ul><li>It is possible to integrate architecture closely with ICTs to support remote and synchronous communication. </li></ul><ul><li>The application is argued to serve many purposes ; i.e. tele-work, tele-conferencing and tele-celebration. </li></ul><ul><li>The comHOME application is extremely focusing on the user ; (user-centric approach). </li></ul>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
  24. 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. 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. 26. 3- A Video-Mediated and Live Interaction Based Communication Channel: A Proposed Model &quot;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&quot; (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. 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
  28. 28. 3- A Video-Mediated and Live Interaction Based Communication Channel: A Proposed Model Outcome Alternatives Design and Implementation Technical Requirements Spatial Configurations Classification of Services <ul><ul><li>Qualifying governmental offices to provide services through these innovative channels. </li></ul></ul><ul><ul><li>New built spaces to support delivering the services through these channels (Kiosks…etc) </li></ul></ul><ul><ul><li>Software. </li></ul></ul><ul><li>Hardware. </li></ul><ul><li>Cabling Solutions. </li></ul><ul><li>Bandwidth: Transmission capacities. </li></ul><ul><ul><li>Classification of services according to the degree of complexity and ambiguity. </li></ul></ul><ul><li>Selection of services to be offered and delivered through the video-mediated and live interactive channels. </li></ul>Opportunities & Challenges <ul><ul><li>Economics of video mediated and live interactive based eservices. </li></ul></ul><ul><li>Readdressing the offered opportunities and the posed challenges in view of local context </li></ul>Methodology Integrating video-mediated and live interaction based communication capabilities closely with existing website based channel types and e-government services. 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 Downloadable Video Materials Live interaction between governmental employees and citizens
  29. 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. 30. Thanks for Attention !!

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