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How Citizens Use Government Agency Websites


In this remarkable Pew Internet & American Live study, it is clear that there is a substantial number of Americans who use the Internet to find out more about government policies. 68 million American adults have used government agency websites.

Some statistical findings:

  • 42 million Americans have used government Web sites to research public policy issues.
  • 23 million Americans have used the Internet to send comments to public officials about policy choices.
  • 14 million have used government Web sites to gather information to help them decide how to cast their votes.
  • 13 million have participated in online lobbying campaigns.


The study concludes

"Web presence is not optional for governments in the United States. Citizens are online and learning to demand answers at Internet speed. Government budget-writers require that the cost-savings potential of the Internet be mastered. At the same time, laws and executive orders mandate the provision of at least some services online."

How do you think these citizens (who are also consumers) are going to act when they get to your website?


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