Birgit Schenk

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How can employees be qualified to provide sound customer advisory services? How can they be empowered to deliver the value of public sector modernization to customers? In this paper, we offer a novel approach to qualify service personnel on-the-job using " facilitation affordances ". In this approach , artifacts, providing appropriately designed(More)
The adoption of groupware in organizations is the result both of targetted organizational and technical interventions and the spontaneous and unplanned appropriation moves of the users. Training ist the core of a groupware (organizational) implementation. Here the targetted actions of the implementors and the unplanned appropriation by users meet and the(More)
Währenddie eGovernment-Forschung für Bürgerserviceüber das Inter-net undd ie Umsetzung durchgehender Prozesse schon bedeutende Ergebnisse er-arbeitet hat, steht die Neugestaltung derB ürger-Verwaltungs-Interaktionv or Ort trotz der Etablierungv on Bürgerämtern erst am Anfang.I mv orliegendenB eitrag stellen wir am Beispiel der Neubürgerberatungder Stadt(More)
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