Information Technology Reference
In-Depth Information
channels and volume. In addition the user can also control and programme
a range of other features. Because of the vast number of channels avail-
able, the user is given a variety of means of changing channels. For exam-
ple, one button gives access to a seven day electronic programme guide,
then there are buttons to navigate up, down, backwards and forwards
through this, and another button to select the desired option. Alternatively,
numbered buttons allow the user to enter the channel number directly, or
(when watching a particular channel) the user can use the navigation but-
tons to move backwards and forwards through the channels in numeric or-
der. There are other buttons which enable the user to move through the
electronic programme guide day by day. Yet more buttons give access to
menus of user services, interactive services, teletext, programme synopsis
information, etc. The whole control process thus relies on the user having a
mental model of the concept of multi-layer functionality and the capacity
to memorize the procedure for navigating through these layers.
The remote control in Fig. 2.2A was an additional optional control de-
vice; the television could still be operated by buttons on its panel. How-
ever, with new devices (Fig. 2.2B) the only way in which specific features
can be setup and changed is using the remote control, with the user no
longer having the option of using the television set itself.
Studies have shown (e.g. Carmichael 2001) that these more complex
controls present particular difficulties for the older citizen and those with
certain disabilities - many of whom are perfectly able to operate their ex-
isting analog equipment. Citizens who face these difficulties may not only
face the threat of losing access to a familiar and highly valued service, but
also a sense of loss of control and a sense of powerlessness over their lives.
2.2.3 Local e-Government
Government in the UK had the aim of making all its services available
online by the end of 2005. As a part of this process, all local authorities
now have a website. A number of these are well designed and offer a range
of useful services to citizens including the ability to pay bills electroni-
cally. However annual surveys of local authority websites carried out by
Socitm (e.g. Socitm 2005) show that many of the websites at this point
simply provide citizens with an alternative format for accessing informa-
tion about their local authority and services. Other studies (e.g. Olphert
and Damodaran 2004) have suggested that even so, local authority web-
sites may not be fully meeting citizens' information needs. In a small pilot
study, searches were performed on a sample of 20 local authority websites
on queries of interest to citizens (such as the availability of local play
Search WWH ::
Custom Search