New Channels, New Possibilities: A typology and classification of social robots and their role in multi-channel public service delivery
- Willem Pieterson,
- Wolfgang Ebbers,
Research Output:
Conference Article in Proceeding or Book/Report chapter
Article in proceedings
Peer-review
Open access
Publication Information
Output type
Research Output:
Conference Article in Proceeding or Book/Report chapter
Article in proceedings
Peer-reviewOriginal language
EnglishPages from-to (Number of pages)
Pages 47-59 (12 pages)Publication milestones
- Published - 01/09/2017
Publication status
Published - 01/09/2017
Place of publication
BerlinVolume
16Publisher
Springer, United States, GermanyBook series
- Book series name: Lecture Notes in Computer Science
Volume: 10428
ISSN: 0302-9743
ISBN (Print)
978-3-319-64676-3ISBN (Electronic)
978-3-319-64677-0Publication IDs
- Scopus: 85029432360
Host publication title
International Conference on Electronic Government Abstract
In this contribution we discuss the characteristics of what we call the fourth
generation of public sector service channels: social robots. Based on a review of
relevant literature we discuss their characteristics and place into multi-channel
models of service delivery. We argue that social robots is not one homogenous
type 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 deployment
at governments around the world. Nevertheless, social robots offer an
potentially very relevant addition to the service level landscape.
generation of public sector service channels: social robots. Based on a review of
relevant literature we discuss their characteristics and place into multi-channel
models of service delivery. We argue that social robots is not one homogenous
type 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 deployment
at governments around the world. Nevertheless, social robots offer an
potentially very relevant addition to the service level landscape.
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Accepted author manuscript, 2.96 MB