DOCSLIB.ORG

Managing Citizen Inquiries a Qualitative Study in a Citizen E-Reporting Context

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
Managing Citizen Inquiries a Qualitative Study in a Citizen E-Reporting Context Master’s thesis Managing citizen inquiries A qualitative study in a citizen e-reporting context Henny Bruhn-Möller (102799) Eline Christoffersen (103432) MSc Business Administration & Information Systems – Digitalization Copenhagen Business School Supervisor: Prof. Torkil Clemmensen Date: 12. May 2020 No. of characters: 225 860 (105 pages) Abstract This master’s thesis aims to explore and answer the intriguing research question, how are citizen inquiries managed in a citizen e-reporting context? The interest in citizen e-reporting stems from the recognition that citizens make up an essential cornerstone of cities, and how information and communication technologies have enabled citizens to contribute with information to the government. To narrow down the scope of the topic of interest and answer the stated research question, an exploratory and inductive way of reasoning as well as qualitative data- collection and analysis techniques are adopted. To begin with, the scope of the thesis is narrowed down based on a thematic analysis of user feedback comments about citizen e-reporting applications in Scandinavia posted on digital distribution platforms. This first stage of the analysis reveals what is further interesting to explore, namely managing citizen inquiries, and lays the foundation for formulating the research question. To answer the research question, a multiple case study strategy is adopted, investigating eight hosts of Scandinavian citizen e-reporting mobile applications. Based on in-depth interviews, a thematic analysis of the empirical data is conducted. The analysis results in the formulation of a conceptual model. The conceptual model of managing citizen inquiries in a context of citizen e-reporting (for short, the conceptual model) captures the answer to the research question. It is built upon four main components that represent the key activities of how citizen inquiries are managed. The main components are further broken down into more detailed activities, referred to as units. The research further finds, from interpreting the conceptual model using a business process framework, that the conceptual model shares characteristics with traditional processes. The developed conceptual model is unique, as it captures the process of managing citizen inquiries in a context of citizen e-reporting, which has never been studied before. Therefore, the conceptual model of managing citizen inquiries in a context of citizen e-reporting is considered the answer to the research question as well as contributing new knowledge, which may inspire future research to build upon it. Table of Contents 1. Introduction ......................................................................................................................... 1 1.2 The reader’s handbook ...............................................................................................................5 1.2.1 Structure of this report ...........................................................................................................................5 1.2.2 Clarification of terminology ..................................................................................................................7 2. Literature review ................................................................................................................. 8 2.1 Methodology of literature review ...............................................................................................9 2.2 The role of the citizens in smart cities .....................................................................................10 2.3 Zooming in on the citizens-to-government relationship ........................................................12 2.3.1 Linders’ (2012) citizen sourcing typology is based on the service life cycle......................................13 2.3.2 Nam (2012) group citizen sourcing based on four main strategies .....................................................14 2.3.3 Vianna, Peinado and Graeml (2019) categorize based on citizen activities ........................................14 2.3.4 Simonofski et al.’s (2018) three categories of citizen participation ....................................................15 2.3.5 The varying lenses can be used as a tool to evaluate, compare and govern ........................................15 2.4 Citizen e-participation ..............................................................................................................16 2.4.1 Varieties of research about citizen participation .................................................................................17 2.4.2 Methodology of the research that studies citizen e-participation cases...............................................18 2.4.3 Mapping the initiatives to the Governance and Public Value Grid .....................................................18 2.5 The narrowed down scope: citizen e-reporting........................................................................20 3. Methodology ...................................................................................................................... 21 3.1 Methodological path ..................................................................................................................21 3.2 Methodological foundation .......................................................................................................22 3.2.1 Interpretivist philosophical foundation ................................................................................................22 3.2.2 The research is exploratory and driven by progressive narrowing down ............................................23 3.2.3 An inductive way of reasoning supports exploration ..........................................................................23 3.2.4 Qualitative methods are used for collecting and analyzing data .........................................................24 3.2.5 A case study research strategy is adopted ...........................................................................................24 3.4 Data collection and analysis......................................................................................................25 3.4.1 Data collection and filtering of Analysis Stage 1 ................................................................................25 3.4.2 Data analysis of Analysis Stage 1 .......................................................................................................26 3.4.2.1 The first layer of coding: negative and positive ..........................................................................27 3.4.2.2 The second layer of coding: twelve bottom-up determined thematic categories ........................27 3.4.2.3 The third layer of coding: bottom-up determined thematic sub-categories .................................28 3.4.3 Sampling and data collection for Analysis Stage 2 .............................................................................28 3.4.3.1 Sampling strategy ........................................................................................................................29 3.4.3.3 Description of cases .....................................................................................................................30 3.4.3.4 In-depth interviews were conducted ............................................................................................32 3.4.4 Data analysis of Analysis Stage 2 .......................................................................................................33 4. Analysis Stage 1 ................................................................................................................ 35 4.1 Data filtering ..............................................................................................................................35 4.2 Introducing the layers of categorization .................................................................................36 4.2.1 First layer categorization of user feedback comments ........................................................................36 4.2.1.1 Users express more negative than positive opinions ...................................................................37 4.2.2 Based on common themes, twelve second layer categories are defined .............................................38 4.2.3 The third layer categories break down the second layer categories ....................................................40 4.3 Analysis of the separate second layer categories ....................................................................41 4.3.1 Action is proved to be an interesting aspect to study further ...............................................................42 4.3.2 Negative opinions about the picture requirement and functionality....................................................43 4.3.3 Somewhat contradictory opinions about the categorization ................................................................44 4.3.4 Trade-off between more characters for commenting and processing time .........................................45 4.3.5 General attitudes are positive towards the idea but not the execution.................................................46 4.3.6 General functionality is perceived both positively and negatively .....................................................47 4.3.7 Dissatisfaction with the map requirements ..........................................................................................48 4.3.8 For the remaining categories more
Load more

Recommended publications
  • 6. from Amateur Video to New Documentary Formats : Citizen
    6. From Amateur Video to New Documentary Formats : Citizen Journalism and a Reconfiguring of Historical Knowledge Katarzyna Ruchel-Stockmans Abstract The Arab Spring of 2011 appeared on the news in countless video testimoni- als shot by participants and bystanders. Yet the sheer amount of such visual data, combined with the untranslatability and poor quality of the footage, delivers an often opaque and ambiguous material. Peter Snowdon’s film The Uprising (2013) appropriates and reassembles this amateur footage. Compared to the 1992 film Videograms of a Revolution by Harun Farocki and Andrei Ujică, The Uprising raises the question of a possible knowledge shift produced and performed by the amateur video maker. In an analysis of these films, this chapter investigates the possibilities of documenting historical events through mobile video footage. Keywords: Documentary, found footage film, Syria, amateur The act of self-immolation by the fruit vendor Mohamed Bouazizi in December 2010 triggered a wave of demonstrations throughout Tunisia, mobilizing masses of people to oppose the failing government. The spirit of protest quickly spread to other countries in the Middle East and North Africa. Spontaneous demonstrations emerged and expanded not only in the streets but also through an unprecedented use of social media. As a result, virtually anyone in the world could instantly see the events by means of images and mostly mobile phone camera videos, recorded and uploaded to the internet on a massive scale from various epicentres of the protests. Many citizens turned into amateur journalists in protesting against Strohmaier, A. and A. Krewani (eds.), Media and Mapping Practices in the Middle East and North Africa: Producing Space.
    [Show full text]
  • CITIZEN JOURNALISM and the INTERNET by Nadine Jurrat April 2011
    REFERENCE SERIES NO. 4 MAPPING DIGITAL MEDIA: CITIZEN JOURNALISM AND THE INTERNET By Nadine Jurrat April 2011 Citizen Journalism and the Internet —An Overview WRITTEN BY Nadine Jurrat1 Citizen journalists have become regular contributors to mainstream news, providing information and some of today’s most iconic images, especially where professional journalists have limited access or none at all. While some hail this opportunity to improve journalism, others fear that too much importance is placed on these personal accounts, undermining ethical standards and, eventually, professional journalism. Th is paper summarizes recent discussions about citizen journalism: its various forms and coming of age; its role in international news; the opportunities for a more democratic practice of journalism; the signifi cance for mass media outlets as they struggle for survival; the risks that unedited citizens’ contributions may pose for audiences, mainstream media, and citizen journalists themselves. Th e paper ends with a call for a clearer defi nition of ‘citizen journalism’ and for further ethical, legal and business training, so that its practitioners continue to be taken seriously by professional media and audiences alike. 1. Nadine Jurrat is an independent media researcher. Mapping Digital Media Th e values that underpin good journalism, the need of citizens for reliable and abundant information, and the importance of such information for a healthy society and a robust democracy: these are perennial, and provide compass-bearings for anyone trying to make sense of current changes across the media landscape. Th e standards in the profession are in the process of being set. Most of the eff ects on journalism imposed by new technology are shaped in the most developed societies, but these changes are equally infl uencing the media in less developed societies.
    [Show full text]
  • Årsskrift for Danske Livearrangører
    Livemusik 2018 Årsskrift for danske livearrangører Ansvarshavende redaktør: Esben Marcher Tekster: Michael Degn assisteret af Michael Folmer Wessman & Esben Marcher Layout: Spine Studio Fotomaterialet er venligst stillet til rådighed af Dansk Lives medlemmer. Fotoindhold og -kreditering: s. 8 Tinderbox, Sofie Frank s. 10 Bork Festival, Frederik Dahl Kehlet s. 11 Kulturværftet, Thinkalike.dk s. 12 Grøn og Event Safety, Gorm Branderup s. 13 Publikum, Bork Festival s. 14 Jada, Petra Kleis s. 18 Publikum, Roskilde Festival s. 19 Borgerforeningen Svendborg, Knud Mortensen s. 20 Lasse Mortensen, Sølund Musikfestival s. 21 Kjartan Arngrim, PR Foto Livemusik 2018 Årsskrift for danske livearrangører 4 Årsskrift for Danske livearrangører Indhold 5 Der hvor musikken lever 6 Livemusikken i tal 8 Festivaler skaber omsætning og jobs 9 Vækst i koncerter og fokus på vækstlaget 10 Solen grillede de danske festivaler 11 Helsingør har førsteplads i kulturkroner 12 Sikkerhedsvejledning får et tiltrængt løft 13 Til kamp mod ulovligt videresalg af billetter 15 Mod en mere mangfoldig musikbranche 16 Åbent spillested giver nye muligheder 17 Små festivaler er blevet store 18 Europæisk hæder til Danske Festivaler 19 Svendborg, en musikby 20 Sølund skaber glæde 22 Lad musikken være din rus 23 Medlemmer af Dansk Live 5 Årsskrift for Danske livearrangører Der hvor musikken lever For det danske musikliv er arrangø- Musikken bliver bragt til live foran Selv med støtte til honorarer og lokal rerne bag landets mange festivaler, publikum af arrangørernes virkelyst opbakning fra kommuner er det spillesteder og koncerter centrale og skabertrang. Mange lader det sjældent en rentabel forretning at og helt afgørende aktører. Publikum ikke blive ved musikken, men til- drive spillested eller festival i om­­råder kommer for at opleve artisterne på føjer komplementerende oplevelser.
    [Show full text]
  • Denmark - on Your Bike! the National Bicycle Strategy
    Denmark - on your bike! The national bicycle strategy July 2014 Ministry of Transport Frederiksholms Kanal 27 1220 Copenhagen K Denmark Telefon +45 41 71 27 00 ISBN 978-87-91511-93-6 trm@trm.dk www.trm.dk Denmark - on your bike! The national bicycle strategy 4.| Denmark - on your bike! Denmark - on your bike! Published by: Ministry of Transport Frederiksholms Kanal 27F 1220 Copenhagen K Prepared by: Ministry of Transport ISBN internet version: 978-87-91511-93-6 Frontpage image: Danish Road Directorate Niclas Jessen, Panorama Ulrik Jantzen FOREWORD | 5v Foreword Denmark has a long tradition for cycling and that makes us somewhat unique in the world. We must retain our strong cycling culture and pass it on to our children so they can get the same pleasure of moving through traf- fic on a bicycle. Unfortunately, we cycle less today than we did previously. It is quite normal for Danes to get behind the wheel of the car, even for short trips. It is com- fortable and convenient in our busy daily lives. If we are to succeed in en- couraging more people to use their bicycles, therefore, we must make it more attractive and thus easier to cycle to work, school and on leisure trips. We can achieve this by, for example, creating better cycle paths, fewer stops, secure bicycle parking spaces and new cycling facilities. In the government, we are working for a green transition and we want to promote cycling, because cycling is an inexpensive, healthy and clean form of transport. The state has never before done as much in this regard as we are doing at present.
    [Show full text]
  • The Role of Pedestrian Safety in the Municipal Trac Safety Planning
    © Aleks Magnusson The Role of Pedestrian Safety in the Municipal Traffic Safety Planning When Maintenance Becomes Safety Camilla Lønne Nielsen & Sara Merete Kjeldbjerg Jensen Mobilities and Urban Studies, 2021 Master Thesis R E P O T R T E N D U T S Department of Architecture, Design & Media Technology Mobilities and Urban Studies Rendsburggade 14 9000 Aalborg https://www.create.aau.dk/ Title Abstract: The Role of Pedestrian Safety in the This thesis is an investigation of to Municipal Traffic Safety Planning which extent 18 of the biggest municipal- ities in Denmark focus on pedestrians Subtitle in their traffic safety planning, both in When Maintenance Becomes Safety terms of pedestrian accidents in general Project and solo accidents. This is primarily Master thesis, 4th semester investigated through the study of the 18 municipalities’ traffic safety plans, Project duration as well as possible pedestrian strategies. February 2021 – May 2021 However, interviews have likewise been used, since this method makes it possi- Authors ble to ask clarifying questions and ac- Camilla Lønne Nielsen quire knowledge that might not have Sara Merete Kjeldbjerg Jensen been possible to get by reading. The definition of a traffic accident does not Supervisor include solo accidents with pedestrians, Harry Lahrmann why these are not currently included in the official statistics, which the munici- Co-supervisor palities base their traffic safety plans on. Claus Lassen For this reason, there is not much focus on solo accidents with pedestrians, and to a low extent on other pedestrian ac- cidents. It has become clear that pedes- trian safety, when talking about solo accidents, to a great extent is a matter Circulation: 2 of the daily maintenance, therefore we Total pages: 80 recommend e.g.
    [Show full text]
  • Audience Report on CNN
    Audience Report on CNN Ali Hashmi Shaina Humphries Maureen LaForge Jean Song Winter, 2012: Audience Insight F 1 | Page Introduction Founded in 1980 by Ted Turner, Cable News Network was the first 24-hour television news channel in the world. Some called it the “Chicken Noodle Network” because they lost revenue at a rate of 2 million dollars a month in their first year. CNN was even denied access to the White House pool in the early 1980s. However, they grew to be one of the largest news organizations, reaching 100 million households in U.S. and 265 million households abroad1. “He who laughs last, laughs best. They’re not laughing anymore,” Turner said in an interview with Michael Rosen in 1999. “I’m doing the laughing now.”2 CNN’S PERSONA Based on our own data and research, as well as that of the Pew Research Center and the Project for Excellence in Journalism, we have identified the persona of CNN’s audience. This person is a college-educated woman3 between the ages of 25 and 54, who tends to lean to the political left—but prefers her news to be neutral, and who cares mostly about national news as opposed to international and local news. She is on-the-go and does not have a lot of spare time to just sit around and watch the news on TV or read a newspaper. She receives most of her news online or through her smartphone, but often watches cable television news for quick, short periods of time. 1 CNN Worldwide Fact Sheet.” Web.
    [Show full text]
  • Exploring the Role of Smartphone Technology for Citizen Science in Agriculture Katharina Dehnen-Schmutz, Gemma L
    Exploring the role of smartphone technology for citizen science in agriculture Katharina Dehnen-Schmutz, Gemma L. Foster, Luke Owen, Séverine Persello To cite this version: Katharina Dehnen-Schmutz, Gemma L. Foster, Luke Owen, Séverine Persello. Exploring the role of smartphone technology for citizen science in agriculture. Agronomy for Sustainable Develop- ment, Springer Verlag/EDP Sciences/INRA, 2016, 36 (2), pp.25. 10.1007/s13593-016-0359-9. hal- 01532449 HAL Id: hal-01532449 https://hal.archives-ouvertes.fr/hal-01532449 Submitted on 2 Jun 2017 HAL is a multi-disciplinary open access L’archive ouverte pluridisciplinaire HAL, est archive for the deposit and dissemination of sci- destinée au dépôt et à la diffusion de documents entific research documents, whether they are pub- scientifiques de niveau recherche, publiés ou non, lished or not. The documents may come from émanant des établissements d’enseignement et de teaching and research institutions in France or recherche français ou étrangers, des laboratoires abroad, or from public or private research centers. publics ou privés. Agron. Sustain. Dev. (2016) 36: 25 DOI 10.1007/s13593-016-0359-9 RESEARCH ARTICLE Exploring the role of smartphone technology for citizen science in agriculture Katharina Dehnen-Schmutz1 & Gemma L. Foster1 & Luke Owen1 & Séverine Persello2,3 Accepted: 16 March 2016 /Published online: 8 April 2016 # The Author(s) 2016. This article is published with open access at Springerlink.com Abstract Citizen science is the involvement of citizens, such support was not always regarded as necessary, experimental as farmers, in the research process. Citizen science has be- work was the most likely activity for which respondents come increasingly popular recently, supported by the prolifer- thought financial support would be essential.
    [Show full text]
  • From Idea to Lasting Impact
    FROM IDEA TO LASTING IMPACT – The city of Aarhus’ involvement in the Capital of Culture project 2005-18 2017_A4_omslag_1218.indd 1 01/12/2018 21.20 2 Preface When the possibility of applying for the title as European Capital of Culture 2017 came up back in 2006, most people felt that this was too good a chance for Aarhus to pass up. In 2007, Aarhus City Council decided to apply for the title, allocating the responsibility for the application work to the City of Aarhus’ Department of Culture. The work went on until the title was won in August 2012. The Aarhus 2017 Foundation was set up to execute the Capital of Culture project, but the Dept. of Culture continued to service the Foundation until this was manned with its own staff from June 2013. Throughout the completion phase and until today, the City of Aarhus has been engaged intensely in the project, committed to paving the way for its success. Up until the end of 2018, 58 cities have held the title of European Capital of Culture. However, it is no secret that the benefit reaped by the host cities has varied greatly. Many factors have contributed to this, but in our view, it has often been a problem that the city government has not involved itself sufficiently after winning the title. Many consider Aarhus 2017 an example of a successful Capital of Culture project that has been of great significance to both Aarhus and the entire region in a wide range of areas. This will be illustrated by the evaluation report prepared by Aarhus University, which will be published in December 2018.
    [Show full text]
  • Uk - Artist Info – Smukfest – Skanderborg – 2017
    UK - ARTIST INFO – SMUKFEST – SKANDERBORG – 2017 (Updated February 14th 2017) ABOUT “SMUKFEST” 2017 .................................................................................................. 1 THE SMUKFEST ARTISTHANDLING TEAM 2017 .................................................................... 3 GENERAL CONTRACTUAL TERMS: ....................................................................................... 4 CONTACTS: ......................................................................................................................... 5 LOCATION/DRIVING INSTRUCTIONS: .................................................................................. 6 PRODUCTION OFFICE: ......................................................................................................... 7 GUESTS/GUEST LISTS/VIP: .................................................................................................. 7 SECURITY: ........................................................................................................................... 8 TELEVISION AND RADIO: .................................................................................................. 10 MERCHANDISE: ................................................................................................................ 10 WIRELESS EQUIPMENT: .................................................................................................... 11 MAIN STAGES INFO: ........................................................................................................
    [Show full text]
  • Lister Til Hjemmesiden.Xlsx
    FondUddelingsområde Projekttitel Organisation Afdelling Ansøger Beløb VILLUM FONDEN Børn, Unge og Science Makerspace i Byens Hus Gentofte Municipality Børn og Skole, Kultur, Unge og Fritid Anders-Peter Østergaard DKK 7.995.759,00 Science-camps på Amager Strand School Service Society Naturcenter Amager Strand Thomas Ziegler Larsen DKK 629.750,00 MakerKaravanen - et kørende fritidstilbud med fokus på science i samarbejde med lokalt erhvervsliv i Tønder Kommune Tønder Municipality Tønder Ungdomsskole Mikkel Brander DKK 153.519,00 Læring og viden gennem oplevelser The Danish Scout Association DDS Rougsø Gruppe Dag Kristiansen DKK 441.000,00 By-Rum-Laboratoriet i fritiden S/I Nørrebro Bispebjerg Klynge 4 Fritidscenter Bispebjerg Nord Thomas Budtz Graae DKK 2.966.900,00 Den Mørke Side Udfordring The Danish-French School SFO Joséphine Robert DKK 115.000,00 Science-klub med fokus på klima og bynatur Grundtvigsvej School SFO Nordlys og Klub Komenten Casper Gregers DKK 875.515,00 Science-aktiviteter og oplevelser - med et historisk afsæt The Green Guild Fonden Ulvsborg historiske værksted Mette Bohart DKK 500.000,00 Walk-in-tech - Åbent bemandet STEAM-laboratorium i Ungdomshuset Odense Youth House Odense The Clubhouse Karsten Damgaard DKK 389.521,00 Computational Empowerment: Emergerende teknologier i uddannelse Aarhus University Afdeling for Digital Design & Informationsvidenskab Ole Sejer Iversen DKK 10.071.272,00 Makerspace som læringslaboratorier Aalborg Municipality Skoleforvaltningen Rasmus Greve DKK 4.438.664,00 "Vores makersted" i Lejre
    [Show full text]
  • Delivery 8.3 Demonstrations in Horsens Date (Maj, 2019)
    Delivery 8.3 Demonstrations in Horsens Date (Maj, 2019) EcoGrid 2.0 is a research and demonstration project funded by EUDP (Energiteknologisk Udviklings- og Demonstrationsprogram). The 9 partners in the project are: Uptime-IT, IBM og 2+1 Idebureau. EcoGrid støttes af EUDP – Energiteknologisk- og demonstrationsprogram. Main Authors: Name/Partner Email Jakob Schytte Jørgensen, Insero jajo@insero.com Claus Weber, Insero cwch@insero.com Mikael Andersen, Insero ma@insero.com │ 3 Table of Contents Table of Contents .................................................................................................................. 4 Abstract .................................................................................................................................. 5 Differences between Bornholm and Horsens setups ............................................................ 5 Physical setup ....................................................................................................................... 6 Installations ............................................................................................................................ 6 Aggregator ............................................................................................................................. 8 Functional description of the aggregator ............................................................................... 8 Aggregator setup ................................................................................................................... 8
    [Show full text]
  • Using Mobile Apps in Government
    Using Technology Series Using Mobile Apps in Government Sukumar Ganapati Florida International University Using Technology Series 2015 Using Mobile Apps in Government Sukumar Ganapati Florida International University USING MOBILE APPS IN GOVERNMENT www.businessofgovernment.org Table of Contents Foreword . 4 Executive Summary . 6 Introduction to Mobile Apps . 11 The Growth of Mobile Apps . 11 The Emergence of Government Apps . 13 Location-Based Services . 15 Mobile Devices Help Bridge the Digital Divide . 15 The State of Mobile Apps in Government . 17 Mobile Apps in the Federal Government . 17 Mobile Apps in State Government . 20 Mobile Apps in Local Government . 21 Enterprise-Focused Apps . .. 23 Enterprise-Focused Apps in the Federal Government . 23 Enterprise-Focused Apps in State and Local Government . 25 The Road Ahead for Enterprise-Focused Apps . 25 Citizen-Oriented Apps . 28 Citizen-Oriented Apps in the Federal Government . .. 28 Citizen-Oriented Apps in State and Local Government . 30 The Road Ahead for Citizen-Oriented Apps . 33 Mobile App Design Considerations . 36 Three Types of App Design . 36 The Road Ahead for Mobile App Design . 39 Recommendations for Government Mobile Apps . 40 Recommendation One: Optimize Online Services for Mobile Devices . 40 Recommendation Two: Provide Open Data Based on Common Standards . 40 Recommendation Three: Assess Feasibility of Standard Data Structures Across and Within Agencies . 41 References . .. 43 About the Author . 49 Key Contact Information . 50 3 USING MOBILE APPS IN GOVERNMENT IBM Center for The Business of Government Foreword On behalf of the IBM Center for The Business of Government, we are pleased to present this report, Using Mobile Apps in Government, by Sukumar Ganapati, Florida International University .
    [Show full text]