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Investigating the requirements for an e-service that provide relevant online information for newly arrived immigrants in Sweden
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Informatics and Media.
2014 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

There is a huge need for information when you arrive as an immigrant in a new country. The purpose of the study is to find out recommendations for an information portal for newly arrived immigrants in Sweden.

First, a survey was conducted to the webmasters of relevant authorities online resources regarding their ways of considering the needs of immigrant users. The answers showed that the webmasters of the official websites showed interest in considering the needs of immigrants in their websites by including pages in different languages, but most of them considered this to be difficult, expensive and problematic.

To know more about a particular user group, a survey, interviews and observations have been done.

A survey to newly arrived immigrants showed that their ICT skills are comparable to the average of Swedish citizens. In spite of differences within the immigrant group, like age, gender and cultural factors, they also shared common characteristics. Most of the immigrants trusted Swedish websites and Swedish authorities websites as reliable information resources more than websites in their mother-tongue.

Test-persons were faced with the task of finding information about the possibility to borrow money for furniture for the first home in Sweden, our observations showed that very few of the test-persons managed to find their way to the correct authority webpage (Studiemedels-nämnden). Most test-persons tried by using many ways to search for the information, but all except two gave up. None of the test-persons managed to find the pages that were translated to their mother-tongue.

The study points out the need for a systematical approach to web information for newly arrived immigrants to help them with their integration process and benefit from Swedish e-government services. A central multilingual portal website should be the heart of this program.

This approach can be introduced in SFI schools given that all SFI schools are supplied with computers.

Place, publisher, year, edition, pages
2014. , 37 p.
Keyword [en]
e-government, immigrants, usability, PACT, trust, e-service, web-design, multi-lingual.
National Category
Media and Communications
URN: urn:nbn:se:uu:diva-218808OAI: oai:DiVA.org:uu-218808DiVA: diva2:697347
Subject / course
Human-Computer Interaction
Educational program
Master Programme in Human-Computer Interaction
2012-12-10, Ekonomikum (plan 3), Kyrkogårdsg. 10, Uppsala, Uppsala, 13:00 (English)
Available from: 2014-02-18 Created: 2014-02-18 Last updated: 2014-02-18Bibliographically approved

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