Borgerbetjening Via Internettet En Kommunikationsanalyse Af Glostrup Kommunes Hjemmeside

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Borgerbetjening Via Internettet En Kommunikationsanalyse Af Glostrup Kommunes Hjemmeside Borgerbetjening via internettet en kommunikationsanalyse af Glostrup Kommunes hjemmeside Specialeafhandling ved Institut for Nordisk Filologi Københavns Universitet 2002 Malene Michelsen [email protected] Indholdsfortegnelse 1 INTRODUKTION.................................................................................................. 3 1.1 KOMMUNERNE OG DIGITAL FORVALTNING ............................................................. 3 1.2 GLOSTRUP KOMMUNES HJEMMESIDE ..................................................................... 5 1.3 PROBLEMFORMULERING......................................................................................... 6 1.4 AFGRÆNSNING OG ANTAGELSER ............................................................................ 6 1.5 RELEVANS .............................................................................................................. 7 1.6 PRAKTISKE BEMÆRKNINGER .................................................................................. 7 1.7 BEGREBSAFKLARING .............................................................................................. 8 2 EN PRAGMATISK ANALYSERAMME.......................................................... 10 2.1 DET RETORISKE KOMPAS ...................................................................................... 11 2.2 INTERNET SOM MEDIE........................................................................................... 12 2.3 EN ANALYSEMODEL TIL HYPERTEKST................................................................... 13 2.4 INFORMATIONSTEKSTER TIL HJEMMESIDER .......................................................... 16 2.5 LÆSNING AF INTERNETTEKSTER ........................................................................... 16 2.6 DISPOSITION AF INTERNETTEKSTER...................................................................... 17 2.7 KORTE AFSNIT OG MELLEMRUBRIKKER ................................................................ 18 2.8 SPROGET............................................................................................................... 19 2.9 TEORETISK REFLEKSION ....................................................................................... 19 3 KARAKTERISTIK AF AFSENDER- OG MODTAGERFORHOLD........... 22 3.1 MÅLSÆTNING FOR HJEMMESIDEN GLOSTRUP.DK ................................................. 22 3.2 VEDLIGEHOLDELSE OG UDVIKLING AF HJEMMESIDEN ........................................... 23 3.3 OFFENTLIGHEDEN SOM MÅLGRUPPE..................................................................... 25 3.4 SEKUNDÆRE MÅLGRUPPER................................................................................... 27 4 INDHOLD OG STRUKTUR .............................................................................. 28 4.1 EN RESSOURCEHYPERTEKST FOR BORGERNE ........................................................ 28 4.2 DET FØRSTE INDTRYK – FORSIDEN AF GLOSTRUP.DK ........................................... 29 4.3 TOPOGRAFI OG NAVIGATION................................................................................. 32 4.4 LINK-METODOLOGI – KATEGORISERING AF INDHOLD ........................................... 34 4.5 HIERARKISK LINK-METODOLOGI........................................................................... 35 4.6 KATEGORISERING EFTER BRUGERNES BEHOV ....................................................... 35 4.7 INSPIRATION FRA ANDRE KOMMUNER................................................................... 38 4.8 OPSAMLING – LINK-METODOLOGI ........................................................................ 39 4.9 KOMBINATION MED NETVÆRKSTOPOGRAFI .......................................................... 40 4.10 KOMBINATION MED HJULEGERTOPOGRAFI ......................................................... 41 4.11 ALTERNATIVE NAVIGATIONSMULIGHEDER – SØGEMASKINE .............................. 42 4.12 MARKERING AF LINK-TYPE................................................................................. 43 4.13 NAVNGIVNING AF LINKS..................................................................................... 46 4.14 OPSAMLING – LINK-TYPER ................................................................................. 47 4.15 AFRUNDING – INDHOLD OG STRUKTUR............................................................... 47 4.16 FLERE KATEGORIER PÅ FORSIDEN....................................................................... 48 4.17 KOMMUNEN SOM TROVÆRDIG VEJVISER ............................................................ 49 1 4.18 EFFEKTIVISERING AF ARBEJDSGANGE VIA SELVBETJENING ................................ 51 4.19 EN FORTÆLLING I FÅ ORD ................................................................................... 53 5 TEKSTERNE PÅ GLOSTRUP.DK ................................................................... 55 5.1 GENRER PÅ GLOSTRUP.DK.................................................................................... 55 5.2 REFERATER .......................................................................................................... 55 5.3 SEKTIONSFORSIDER .............................................................................................. 56 5.4 STATISTISK MATERIALE........................................................................................ 57 5.5 HISTORISK ARTIKEL.............................................................................................. 57 5.6 TRYKSAGER PÅ HJEMMESIDEN.............................................................................. 58 5.7 ARTIKLER OM SERVICEYDELSER........................................................................... 59 5.8 ARTIKLERNES DISPOSITION .................................................................................. 59 5.9 KORTE TEKSTENHEDER......................................................................................... 61 5.10 SELVSTÆNDIGE TEKSTENHEDER ......................................................................... 63 5.11 AFSNIT OG MELLEMRUBRIKKER.......................................................................... 64 5.12 HENVENDELSESFORM......................................................................................... 67 5.13 VEKSLENDE MÅLGRUPPER.................................................................................. 69 5.14 ORDVALG OG SÆTNINGSOPBYGNING .................................................................. 70 5.15 BRUG AF BILLEDER OG GRAFIK........................................................................... 75 5.16 KORREKTUR OG TYPOGRAFI ............................................................................... 76 6 DISKUSSION AF FORBEDRINGSVILKÅR .................................................. 79 7 KONKLUSION .................................................................................................... 83 8 PERSPEKTIVERING ......................................................................................... 87 9 LITTERATURLISTE.......................................................................................... 92 10 BILAG................................................................................................................ 96 2 1 Introduktion Danmark skal være verdens førende it-nation. Det var et af budskaberne i tidligere statsminister Poul Nyrup Rasmussens nytårstale ved indgangen til år 2001.1 I dag er et bredt politisk flertal enige om at investere i udvikling af digital forvaltning. Den offentlige service bliver nemlig i stigende grad klemt i disse år. På den ene side presser borgerne på med forventninger om at opretholde et højt velfærdsniveau for alle på flest mulige områder. På den anden side betyder den demografiske udvikling med flere ældre og færre unge, at den offentlige sektors ressourcer vil blive mere knappe. De problemer skal tidsbesparende it-løsninger på længere sigt være med til at løse.2 Ved digital forvaltning forstås, at borgerne på en lang række områder skal kunne betjene sig selv i forhold til den offentlige sektor ved f.eks. at benytte internettet til at søge information og indsende oplysninger og ansøgningsskemaer. Med tiden skal systemerne udvikles, så de data, borgeren indsender, integreres direkte i sagsbehandlingssystemer, og der skal udvikles elektroniske vejledninger og informationsmateriale til at guide borgeren i stedet for den ressourcekrævende personlige betjening. Den positive forventning er, at de offentlige institutioner kan frigøre ressourcer fra administration, der i stedet kan bruges på andre serviceydelser som f.eks. plejehjem og børnehaver. I den offentlige sektor står positivt ladede begreber som besparelser og effektivisering tilmed ikke alene. Service bliver bedre, når borgerne kan tilbydes 24 timers betjening, og it kan også bruges til andre samfundstjenstlige formål som f.eks. at skabe fora for demokratisk debat, frigøre ressourcer til ”svage grupper” og øge åbenheden i de offentlige institutioner.3 1.1 Kommunerne og digital forvaltning I denne it-diskurs agerer naturligvis også landets 275 kommuner, og der er store forventninger til deres præstationer på it-området. Kommunerne varetager nemlig en 1 Nyrup Rasmussen, 2001. 2 Forskningsministeriet, 1999 s. 73. 3 stor del af den direkte borgerkontakt, og her er der penge at spare, hvis borgerne i fremtiden kan vænnes til at betjene sig selv via kommunens hjemmeside. Har kommunen først en hjemmeside, kan den bruges til en lang række formål. Kommunerne er ifølge styrelsesloven forpligtet til at informere om omfang og indhold af serviceydelser,4 og her giver hjemmesiden
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