ABSTRACT
This chapter presents a case study of librarians' facilitation of citizens' interaction with e-government. It provides an example of how people can be supported outside of the formal educational system in development of digital literacy. The study is motivated by the new role which public libraries in several countries – USA, United Kingdom, Canada and Denmark – have within this domain. According to the Danish eGovernment Strategy 2011–2015, 80% of all written communication between citizens and government was to be in digital form by 2015. Most library employees in Denmark have no formal pedagogical education, although much library work involves some sort of guidance and instruction. The individual face-to-face e-government guidance sessions in Danish public libraries take place in an informal communicative setting. The interaction with the e-government website is organised in one of three ways: as self-service, as co-service or as librarian-operated service.
