A nice article by Liz Azyan (http://www.lgeoresearch.com/) on her scribd page at:
http://www.scribd.com/doc/32362140/Government-To-Citizen-Communications-Using-Multiple-Digital-Channels-Effectively?autodown=pdf
Or just view it as a PDF here:
32362140-Government-To-Citizen-Communications-Using-Multiple-Digital-Channels-Effectively!

