ABSTRACT
This chapter investigates what is needed to make the mobile phone an effective tool for the interaction between government and governed, building upon our earlier work reported in Social Shaping of UMTS — Preparing the 3G Customer (Vincent and Harper 2003). To date, a number of m-Government projects have been successfully established, but their usage still tends to be confined within small niche markets (Institute of Public Finance, 2006). Recent studies have also shown that a significant proportion of the UK population have no interest in the Internet and no intention of accessing it (Dutton et al, 2005). However, it is reported that there are more web-enabled mobile phones than there are PCs in the UK (Mobile Data Association 2006). It would appear, therefore, that mobile phones may well offer the most viable electronic channel through which to encourage largescale take-up of online public services. Our chapter begins by reviewing recent research in this area in an attempt to distinguish the ‘reality’ from the ‘rhetoric’. We then discuss relevant theories of technological adoption and diffusion and draw upon case studies of best practice from around the world to highlight the emerging ways in which mainstream usage of this type of government/citizen interaction can be encouraged. We also point out some pitfalls to avoid and highlight areas where further research is required.
