以顧客導向觀點評估政府網站之資訊架構

Abstract

電子化政府向以提供顧客優質服務為目標。網站利用相關研究顯示，訪客是因為資訊而重複造訪，而不會因為經驗。然而時至今日仍有諸多網站設技士以感官為重，而輕忽網站的資訊架構。資訊架構是為使顧客能很容易地取用資訊的網站內容建構過程。本研究透過文獻分析解析資訊架構之定義與內涵，發展政府網站資訊架構評估準則，並以之評估中美11家政府網站之資訊架構。

Recent studies of web-site use indicate that people do not come to a website for an ”experience” they come for information. Yet, to date, web-site design has been appealing to senses overlooking its information architecture, which is deemed as an essential component for an individual to absorb and construct information. This article provides an overview of information architecture through literature review and develops criteria in assessing information structure of government web sites. These criteria are applied to evaluate the effect of the information architecture of eleven government websites of ROC and US.