{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,12,31]],"date-time":"2025-12-31T12:12:44Z","timestamp":1767183164560,"version":"3.40.3"},"publisher-location":"Cham","reference-count":31,"publisher":"Springer International Publishing","isbn-type":[{"type":"print","value":"9783030132828"},{"type":"electronic","value":"9783030132835"}],"license":[{"start":{"date-parts":[[2019,1,1]],"date-time":"2019-01-01T00:00:00Z","timestamp":1546300800000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2019]]},"DOI":"10.1007\/978-3-030-13283-5_20","type":"book-chapter","created":{"date-parts":[[2019,2,9]],"date-time":"2019-02-09T09:03:11Z","timestamp":1549702991000},"page":"265-280","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":7,"title":["Potential for Improving Public Services by Exploring Citizens\u2019 Communication to Public Organizations"],"prefix":"10.1007","author":[{"given":"Eriks","family":"Sneiders","sequence":"first","affiliation":[]},{"given":"Lasith","family":"Gunawardena","sequence":"additional","affiliation":[]},{"given":"Said","family":"Rutabayiro Ngoga","sequence":"additional","affiliation":[]},{"given":"Rasika","family":"Darayathna","sequence":"additional","affiliation":[]},{"given":"Jean Claude","family":"Byungura","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2019,2,10]]},"reference":[{"issue":"5","key":"20_CR1","doi-asserted-by":"publisher","first-page":"639","DOI":"10.1080\/14719037.2015.1111927","volume":"18","author":"SP Osborne","year":"2016","unstructured":"Osborne, S.P., Radnor, Z., Strokosch, K.: Co-production and the co-creation of value in public services: a suitable case for treatment? Public Manag. Rev. 18(5), 639\u2013653 (2016)","journal-title":"Public Manag. Rev."},{"unstructured":"Nambisan, S., Nambisan, P.: Engaging Citizens in Co-creation in Public Services: Lessons Learned and Best Practices. IBM Center for the Business of Government (2013)","key":"20_CR2"},{"issue":"4","key":"20_CR3","doi-asserted-by":"publisher","first-page":"446","DOI":"10.1016\/j.giq.2012.06.003","volume":"29","author":"D Linders","year":"2012","unstructured":"Linders, D.: From e-government to we-government: defining a typology for citizen coproduction in the age of social media. Gov. Inf. Q. 29(4), 446\u2013454 (2012)","journal-title":"Gov. Inf. Q."},{"doi-asserted-by":"crossref","unstructured":"Scherer, S., Wimmer, M.A., Strykowski, S.: Social government: a concept supporting communities in co-creation and co-production of public services. In: Proceedings of the 16th Annual International Conference on Digital Government Research, pp. 204\u2013209. ACM, New York, USA (2015)","key":"20_CR4","DOI":"10.1145\/2757401.2757417"},{"key":"20_CR5","doi-asserted-by":"publisher","first-page":"17","DOI":"10.1016\/j.futures.2018.03.015","volume":"103","author":"Alexander Raikov","year":"2018","unstructured":"Raikov, A.: Accelerating technology for self-organizing networked democracy. Futures (2018). \n                    https:\/\/doi.org\/10.1016\/j.futures.2018.03.015","journal-title":"Futures"},{"doi-asserted-by":"crossref","unstructured":"Sneiders, E., Byungura, J.C., Henkel, M., Perjons, E.: Potential of language technology to support public organizations and their communication channels in a developing country. In: Proceedings of the 10th International Conference on Theory and Practice of Electronic Governance, pp. 236\u2013244. ACM, New York, USA (2017)","key":"20_CR6","DOI":"10.1145\/3047273.3047333"},{"volume-title":"Interactive Information Seeking, Behavior and Retrieval","year":"2011","unstructured":"Ruthven, I., Kelly, D. (eds.): Interactive Information Seeking, Behavior and Retrieval. Facet Publishing, London (2011)","key":"20_CR7"},{"issue":"1","key":"20_CR8","doi-asserted-by":"publisher","first-page":"79","DOI":"10.1007\/s10844-006-0004-1","volume":"28","author":"Z Pabarskaite","year":"2007","unstructured":"Pabarskaite, Z., Raudys, A.: A process of knowledge discovery from web log data: systematization and critical review. J. Intell. Inf. Syst. 28(1), 79\u2013104 (2007)","journal-title":"J. Intell. Inf. Syst."},{"key":"20_CR9","series-title":"Advances in Intelligent Systems and Computing","doi-asserted-by":"publisher","first-page":"135","DOI":"10.1007\/978-3-319-31232-3_13","volume-title":"New Advances in Information Systems and Technologies","author":"E Sneiders","year":"2016","unstructured":"Sneiders, E.: Review of the main approaches to automated email answering. New Advances in Information Systems and Technologies. AISC, vol. 444, pp. 135\u2013144. Springer, Cham (2016). \n                    https:\/\/doi.org\/10.1007\/978-3-319-31232-3_13"},{"issue":"3","key":"20_CR10","doi-asserted-by":"publisher","first-page":"157","DOI":"10.1080\/101967802320245929","volume":"12","author":"M Warkentin","year":"2002","unstructured":"Warkentin, M., Gefen, D., Pavlou, P.A., Rose, G.M.: Encouraging citizen adoption of e-government by building trust. Electron. Mark. 12(3), 157\u2013162 (2002)","journal-title":"Electron. Mark."},{"doi-asserted-by":"crossref","unstructured":"Seckler, M., Heinz, S., Bargas-Avila, J.A., Opwis, K., Tuch, A.N.: Designing usable web forms: empirical evaluation of web form improvement guidelines. In: Proceedings of CHI 2014, pp. 1275\u20131284. ACM, New York, USA (2014)","key":"20_CR11","DOI":"10.1145\/2556288.2557265"},{"unstructured":"Pappel, I., Pappel, I., Saarmann M.: Digital records keeping to information governance in Estonian local governments. In: Proceedings of i-Society 2012, pp. 199\u2013204. IEEE (2012)","key":"20_CR12"},{"issue":"5","key":"20_CR13","doi-asserted-by":"publisher","first-page":"716","DOI":"10.1016\/j.ijinfomgt.2013.05.001","volume":"33","author":"V Weerakkody","year":"2013","unstructured":"Weerakkody, V., El-Haddadeh, R., Al-Sobhi, F., Shareef, M.A., Dwivedi, Y.K.: Examining the influence of intermediaries in facilitating e-government adoption: an empirical investigation. Int. J. Inf. Manag. 33(5), 716\u2013725 (2013)","journal-title":"Int. J. Inf. Manag."},{"unstructured":"Scholl, H.J.: Interoperability in e-Government: more than just smart middleware. In: Proceedings of HICSS 2005, pp. 123\u2013123. IEEE (2005)","key":"20_CR14"},{"issue":"3","key":"20_CR15","doi-asserted-by":"publisher","first-page":"367","DOI":"10.1093\/jopart\/mug027","volume":"13","author":"GA Boyne","year":"2003","unstructured":"Boyne, G.A.: Sources of public service improvement: a critical review and research agenda. J. Public Admin. Res. Theor. 13(3), 367\u2013394 (2003)","journal-title":"J. Public Admin. Res. Theor."},{"key":"20_CR16","first-page":"347","volume-title":"Public-private partnerships","author":"C Skelcher","year":"2005","unstructured":"Skelcher, C.: Public-private partnerships, pp. 347\u2013370. Oxford University Press, Oxford (2005)"},{"key":"20_CR17","doi-asserted-by":"publisher","DOI":"10.1057\/9780230120235","volume-title":"Fighting Poverty Together: Rethinking Strategies for Business, Governments, and Civil Society to Reduce Poverty","author":"A Karnani","year":"2016","unstructured":"Karnani, A.: Fighting Poverty Together: Rethinking Strategies for Business, Governments, and Civil Society to Reduce Poverty. Springer, New York (2016). \n                    https:\/\/doi.org\/10.1057\/9780230120235"},{"issue":"1","key":"20_CR18","doi-asserted-by":"publisher","first-page":"60","DOI":"10.1057\/palgrave.dbm.3240206","volume":"11","author":"D Cri\u00e9","year":"2003","unstructured":"Cri\u00e9, D.: Consumers\u2019 complaint behavior: taxonomy, typology and determinants: Towards a unified ontology. J. Database Mark. Cust. Strat. Manag. 11(1), 60\u201379 (2003)","journal-title":"J. Database Mark. Cust. Strat. Manag."},{"issue":"1","key":"20_CR19","doi-asserted-by":"publisher","first-page":"90","DOI":"10.1111\/j.1470-6431.2010.00992.x","volume":"36","author":"S Lee","year":"2012","unstructured":"Lee, S., Cude, B.J.: Consumer complaint channel choice in online and offline purchases. Int. J. Cons. Stud. 36(1), 90\u201396 (2012)","journal-title":"Int. J. Cons. Stud."},{"doi-asserted-by":"crossref","unstructured":"Meik, J., Brock, C., Blut, M.: Complaining customers as innovation contributors: stimulating service innovation through multichannel complaint management. In: Proceedings of SRII Global Conference 2014, pp. 125\u2013132. IEEE (2014)","key":"20_CR20","DOI":"10.1109\/SRII.2014.27"},{"unstructured":"CIA: The World Factbook. Sri Lanka. \n                    https:\/\/www.cia.gov\/library\/publications\/the-world-factbook\/geos\/ce.html\n                    \n                  . Accessed 02 May 2018","key":"20_CR21"},{"key":"20_CR22","volume-title":"Working Hard, Working Poor: A Global Journey","author":"GS Fields","year":"2012","unstructured":"Fields, G.S.: Working Hard, Working Poor: A Global Journey. Oxford University Press, Oxford (2012)"},{"issue":"3","key":"20_CR23","doi-asserted-by":"publisher","first-page":"564","DOI":"10.1111\/j.1540-6210.2008.00891.x","volume":"68","author":"MD Robbins","year":"2008","unstructured":"Robbins, M.D., Simonsen, B., Feldman, B.: Citizens and resource allocation: improving decision making with interactive web-based citizen participation. Public Admin. Rev. 68(3), 564\u2013575 (2008)","journal-title":"Public Admin. Rev."},{"key":"20_CR24","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"publisher","first-page":"156","DOI":"10.1007\/978-3-642-33250-0_14","volume-title":"Electronic Participation","author":"Y Charalabidis","year":"2012","unstructured":"Charalabidis, Y., Triantafillou, A., Karkaletsis, V., Loukis, E.: Public policy formulation through non moderated crowdsourcing in social media. In: Tambouris, E., Macintosh, A., S\u00e6b\u00f8, \u00d8. (eds.) ePart 2012. LNCS, vol. 7444, pp. 156\u2013169. Springer, Heidelberg (2012). \n                    https:\/\/doi.org\/10.1007\/978-3-642-33250-0_14"},{"issue":"4","key":"20_CR25","doi-asserted-by":"publisher","first-page":"359","DOI":"10.1016\/j.giq.2013.05.018","volume":"30","author":"E Ferro","year":"2013","unstructured":"Ferro, E., Loukis, E.N., Charalabidis, Y., Osella, M.: Policy making 2.0: from theory to practice. Gov. Inf. Q. 30(4), 359\u2013368 (2013)","journal-title":"Gov. Inf. Q."},{"issue":"4","key":"20_CR26","doi-asserted-by":"publisher","first-page":"335","DOI":"10.1016\/j.giq.2013.05.024","volume":"30","author":"V Bekkers","year":"2013","unstructured":"Bekkers, V., Edwards, A., de Kool, D.: Social media monitoring: responsive governance in the shadow of surveillance? Gov. Inf. Q. 30(4), 335\u2013342 (2013)","journal-title":"Gov. Inf. Q."},{"issue":"1","key":"20_CR27","doi-asserted-by":"publisher","first-page":"12","DOI":"10.1016\/j.giq.2014.11.004","volume":"32","author":"T Stamati","year":"2015","unstructured":"Stamati, T., Papadopoulos, T., Anagnostopoulos, D.: Social media for openness and accountability in the public sector: cases in the Greek context. Gov. Inf. Q. 32(1), 12\u201329 (2015)","journal-title":"Gov. Inf. Q."},{"key":"20_CR28","series-title":"Public Administration and Information Technology","doi-asserted-by":"publisher","first-page":"125","DOI":"10.1007\/978-3-319-12784-2_7","volume-title":"Policy Practice and Digital Science","author":"E Kamateri","year":"2015","unstructured":"Kamateri, E., et al.: A comparative analysis of tools and technologies for policy making. In: Janssen, M., Wimmer, M.A., Deljoo, A. (eds.) Policy Practice and Digital Science. PAIT, vol. 10, pp. 125\u2013156. Springer, Cham (2015). \n                    https:\/\/doi.org\/10.1007\/978-3-319-12784-2_7"},{"issue":"4","key":"20_CR29","doi-asserted-by":"publisher","first-page":"327","DOI":"10.1016\/j.giq.2013.05.015","volume":"30","author":"I Mergel","year":"2013","unstructured":"Mergel, I.: A framework for interpreting social media interactions in the public sector. Gov. Inf. Q. 30(4), 327\u2013334 (2013)","journal-title":"Gov. Inf. Q."},{"issue":"1","key":"20_CR30","doi-asserted-by":"publisher","first-page":"99","DOI":"10.1016\/j.giq.2016.09.004","volume":"34","author":"E Loukis","year":"2017","unstructured":"Loukis, E., Charalabidis, Y., Androutsopoulou, A.: Promoting open innovation in the public sector through social media monitoring. Gov. Inf. Q. 34(1), 99\u2013109 (2017)","journal-title":"Gov. Inf. Q."},{"issue":"4","key":"20_CR31","doi-asserted-by":"publisher","first-page":"477","DOI":"10.1080\/03003930.2010.494101","volume":"36","author":"A Michels","year":"2010","unstructured":"Michels, A., De Graaf, L.: Examining citizen participation: local participatory policy making and democracy. Local Gov. Stud. 36(4), 477\u2013491 (2010)","journal-title":"Local Gov. Stud."}],"container-title":["Communications in Computer and Information Science","Electronic Governance and Open Society: Challenges in Eurasia"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-030-13283-5_20","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,5,20]],"date-time":"2019-05-20T23:52:36Z","timestamp":1558396356000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-030-13283-5_20"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2019]]},"ISBN":["9783030132828","9783030132835"],"references-count":31,"URL":"https:\/\/doi.org\/10.1007\/978-3-030-13283-5_20","relation":{},"ISSN":["1865-0929","1865-0937"],"issn-type":[{"type":"print","value":"1865-0929"},{"type":"electronic","value":"1865-0937"}],"subject":[],"published":{"date-parts":[[2019]]},"assertion":[{"value":"10 February 2019","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"EGOSE","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"International Conference on Electronic Governance and Open Society: Challenges in Eurasia","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"St. Petersburg","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Russia","order":4,"name":"conference_country","label":"Conference Country","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"2018","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"14 November 2018","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"16 November 2018","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"5","order":9,"name":"conference_number","label":"Conference Number","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"egose2018","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"http:\/\/egov-conf.ifmo.ru\/","order":11,"name":"conference_url","label":"Conference URL","group":{"name":"ConferenceInfo","label":"Conference Information"}}]}}