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Usability in Government Systems by Dianne Murray, Elizabeth Buie

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Chapter 2

Usability of Public Web Sites

Kathy Gill

Lynnwood, WA, USA

“The role of the designer is that of a very good, thoughtful host anticipating the needs of his guests.”

Charles Eames

Introduction

This chapter explains and illustrates why incorporating usability is an important business decision for government web sites. It shows how government web sites serve two very different roles, one informational and one transactional, and it analyzes examples of successful and less-than-successful government web sites from the perspectives of these two roles. Finally, it describes the origin of web site design best practice recommendations that focus on usability.

Importance of usability to external audiences

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