User-Friendly Web Sites Keep Agencies in Touch With Citizens
http://federaltimes.com/index.php?S=1049660

Bailey, Robert
Federal Times
2002

Abstract:

It used to be that people surfed the Web not knowing or even caring where they ended up. Now, more people are going to the Web to find critical information that they previously obtained — and can still get — from traditional sources. For all the convenience of the Web, going there for information can still be an adventure.