CHAPTER 6. CONCLUSION AND CONTRIBUTION
6.4 Implications for Practice
This thesis also offers some practical implications that possibly could be advantageous for prospective facilitation and evaluation of websites in public sector organisations. In this regard, the importance of IS research to practitioners is stated in previous studies, which underlined dimensions of relevance such as interesting, applicable, current and accessible (Benbasat and Zmud, 1999). Most research studies have a clear theoretical anchor and contribution, but do not consistently clarify the practical implications of the study. However, this thesis puts forth a practical contribution, in the sense that the knowledge, in addition, can be useful for practitioners.
Hereby follows implications for practice, by focussing on three groups with responsibilities in regards to website development and quality improvements. The following perspectives are emphasised in the present thesis; eGovernment policy makers, eGovernment project managers and webmasters/technical staff. The findings can assist decision-makers by providing deeper insights into constructs underlying website quality, their nature and relationships.
Recommendations to eGovernment policy makers:
The fact that website quality is considered to be very important, we need to learn and reflect on strategies, goals and pressure put on public organisations. In this regard, increased attention must be devoted to the citizens’ requirements and needs in websites, as a core group of users. Since public websites cater to a large and inhomogeneous audience, users’ expectations of online information and services should be the target focus. Future investments and quality improvements should deliberate attention toward the subject of inclusion of all citizens in the digital society, rather than take the citizens as one homogenous group of users. During the last decade users with special accessibility requirements are emphasised, but in forthcoming investments, we should also take into account expectations among experienced users, young people, mobile users etc. Facilitation for increased use and interactions across different user groups will, most likely, be important in the coming years.
Moreover, by taking into account the governments’ strategies and goals in regards to provision of high quality websites, we should also focus on more than mere technical and objective requirements. Issues relevant to actual user performance and handling of typical tasks at a website must inevitably be emphasised in quality improvements and development. The fact that website quality criteria serves as
important guideline in the public sector, witness about the responsibility that the governments holds in this regard. Therefore, increased attention should be paid to the use of quality criteria and methods applied in such evaluations. The use of criteria and methods focus on many important aspects in websites, but we also find room for improvements, in regards to attention given to actual use and task performance. The importance and impacts of user testing should also be highlighted and made more visible. Various actions need to be taken and annual evaluations may in this context advantageously have a minor technical and objective approach. Concerning this, an idea could be to include usability testing as a criterion in the yearly quality assessment of websites. One approach could be to evaluate to what extent public organisations have included users within the last year(s). In order to conduct data, a self-evaluation questionnaire could be used.
Points (scores) could be given in relation to the frequency of testing conducted, methods applied and how and to what extent the results were analysed, applied and incorporated in the website. We should take seriously the fact that user testing is performed to a low extent and consider initiatives that turn this trend.
Recommendations to eGovernment project managers:
From a management perspective, it is imperative to comprehend clearly the cost of investments in website quality, both in terms of money, as well as other resources within the organisation. Organisations must determine their priorities and foster mutual understanding between different levels and positions of employees. The continuing success of a superior websites requires a long-term perspective and through a perpetual process of development, clear goals must be identified in relation to user satisfaction, actual use and achievement of organisational and user benefits.
In this regard, project managers must facilitate and priorities user testing and other related activities. In order to provide efficient and effective websites, they should also clearly state objectives and strategies in relation to the website. Although we find it important to focus on and strive to fulfill the quality criteria launched by the central governments, the main focus should, nevertheless be given to the actual user’s requirement and needs. This will necessarily vary and must be identified within the organisation.
The webmasters should be given sufficient resources to carry out various activities, such as exchange of knowledge, skills and experiences. For webmasters in large organisations, the website should be the primary and not secondary task, incorporated in daily routines and as a part of the organisations longtime priority.
Additionally, it is important to be aware that the website is the organisations face publically (on the Web), and can therefore be seen as a contributor in building a great reputation among the citizens.
Recommendations to webmasters and technical staff:
From a webmaster’s point of view, the findings in this thesis can be utilised in prioritisation of resources disbursed on quality improvements, and thus, pave the way for determining the quality aspects that need to be emphasised in continuous development. In most cases, maintenance and updates of websites is not a temporary solution or quick-fix repair job, but rather an evolutionary process that requires in-depth knowledge and insights on how to optimally create enhanced user experiences. Webmasters are of particular importance for this role, as they are entrusted with the daily responsibility of contact with users. Knowledge gained from this thesis can, therefore, predominantly be utilised to understand the quality aspects of websites that it is fundamental to focus on. In addition, the webmasters
also need to strive for a common understanding in the organisation, in regards to investments in user testing. Although much of this responsibility and priority of resources is captured by the management level, there is still a certain influence the webmaster have in this regard.
Additionally, over the last years we have witnessed an intensive and noticeable technically development, which most likely, will increase in the coming years.
Being in the forefront in use of technologies and priority of resources – will surly has a major impact on how the quality of public sector websites is experienced.
This requires increasingly more of a webmaster in terms of knowledge concerning technological capabilities and user expectations. Collaboration with management and across departments is, therefore, regarded as an important contributor to this.
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