Ethical Usability: Technical Communication Strategies to Addressing User-centered Challenges in E-governance

Abstract

While the 21st century has witnessed the rapid adoption of digital technologies to reform economies and foster civic participation, the implementation of e-governance in sub saharan African regions like Nigeria has faced multiple criticisms. Although lauded as a viable means of leveraging information and communication technology (ICT) to improve the delivery of government services, e-governance has degenerated in Nigeria despite progressive policy frameworks. While several studies have investigated e-governance from a macro level perspective, focusing on the sociopolitical and infrastructural barriers, this study shifts the focus to the micro level challenges that reflect everyday frustrations encountered by individuals navigating e-governance platforms. This study adopts a user centric approach that synthesizes scholarship from technical communication scholars, articulating a Critical Socio Technical Usability Analysis (CSTUA) to identify effective design and communication techniques for e-governance that recognizes a diverse linguistic landscape like Nigeria. Addressing the micro level usability challenges that impede citizens’ access to essential government services is fundamental in reiterating the very promise of e-governance –to democratize sociopolitical and economic access.