New Channels, New Possibilities:A typology and classification of social robots and their role in multi-channel public service delivery
| Autor: | Pieterson, Willem Jan, Ebbers, Wolfgang E., Madsen, Christian Ostergaard, Janssen, Marijn, Axelsson, Karin, Glassey, Olivier, Klievink, Bram, Krimmer, Robert, Lindgren, Ida, Parycek, Peter, Scholl, Hans J., Trutnev, Dmitrii |
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| Přispěvatelé: | University of Twente [Netherlands], IT University of Copenhagen, Marijn Janssen, Karin Axelsson, Olivier Glassey, Bram Klievink, Robert Krimmer, Ida Lindgren, Peter Parycek, Hans J. Scholl, Dmitrii Trutnev, TC 8, WG 8.5, Communication Science |
| Jazyk: | angličtina |
| Rok vydání: | 2017 |
| Předmět: |
Typology
Service (systems architecture) Knowledge management Service delivery framework Computer science [SHS.INFO]Humanities and Social Sciences/Library and information sciences 02 engineering and technology Social robots Service channels Multi-channel management 050602 political science & public administration 0202 electrical engineering electronic engineering information engineering [INFO]Computer Science [cs] Social robot business.industry 05 social sciences Public sector eGovernment Data science Service delivery 0506 political science Variety (cybernetics) Software deployment Service level 020201 artificial intelligence & image processing business |
| Zdroj: | Pieterson, W, Ebbers, W & Østergaard Madsen, C 2017, New Channels, New Possibilities : A typology and classification of social robots and their role in multi-channel public service delivery . in International Conference on Electronic Government . vol. 16, Springer, Berlin, Lecture Notes in Computer Science, vol. 10428, pp. 47-59 . https://doi.org/10.1007/978-3-319-64677-0_5 Lecture Notes in Computer Science 16th International Conference on Electronic Government (EGOV) 16th International Conference on Electronic Government (EGOV), Sep 2017, St. Petersburg, Russia. pp.47-59, ⟨10.1007/978-3-319-64677-0_5⟩ Electronic Government: 16th IFIP WG 8.5 International Conference, EGOV 2017, 47-59 STARTPAGE=47;ENDPAGE=59;TITLE=Electronic Government Lecture Notes in Computer Science ISBN: 9783319646763 EGOV |
| DOI: | 10.1007/978-3-319-64677-0_5 |
| Popis: | In this contribution we discuss the characteristics of what we call the fourthgeneration of public sector service channels: social robots. Based on a review ofrelevant literature we discuss their characteristics and place into multi-channelmodels of service delivery. We argue that social robots is not one homogenoustype of channels, but rather breaks down in different (sub)types of channels,each with different characteristics and possibilities to supplement and/or replaceexisting channels. Given the variety of channels, we foresee challenges inincorporating these new channels in multi-channel models of service delivery.This is especially relevant given the current lack of evaluations of such models,the broad range of channels available, and their different stages of deploymentat governments around the world. Nevertheless, social robots offer anpotentially very relevant addition to the service level landscape. In this contribution we discuss the characteristics of what we call the fourthgeneration of public sector service channels: social robots. Based on a review ofrelevant literature we discuss their characteristics and place into multi-channelmodels of service delivery. We argue that social robots is not one homogenoustype of channels, but rather breaks down in different (sub)types of channels,each with different characteristics and possibilities to supplement and/or replace existing channels. Given the variety of channels, we foresee challenges in incorporating these new channels in multi-channel models of service delivery.This is especially relevant given the current lack of evaluations of such models,the broad range of channels available, and their different stages of deploymentat governments around the world. Nevertheless, social robots offer anpotentially very relevant addition to the service level landscape. |
| Databáze: | OpenAIRE |
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