دانلود کتاب The Virtual Public Servant: Artificial Intelligence and Frontline Work

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Preface and Acknowledgements Contents List of Figures List of Tables List of Boxes Chapter 1: Artificial Intelligence and Frontline Public Service References Chapter 2: Control, Cost, Convenience and Connection, Four Problems for AI and Public Service The Problem of Control The Problem of Cost The Problem of Convenience The Problem of Connection Conclusion References Chapter 3: AI, Public Service and Research Methodology Documents Online Reviews B2G Marketing Materials Cases and Extended Examples International Examples Public Servant Interviews Police and Police Staff Interviews Research Instruments Research Instrument 1—Frontline Topic Guide Research Instrument 2—Visual Cues Research Instrument 3—Q-Set Q-Set Person Sample Research Instrument 4—Police Topic Guide Police Analysis Analysis of Public Servant Interviews Analysis of the Q-Methodology Data Analysis of the Police Interviews Ethics References Chapter 4: Position Closed: The Disappearance and Datafication of Face-to-Face Public Service Face to Face Health Welfare Criminal Justice Local Government Case of Local Authority Customer Service Centre Conclusion References Chapter 5: Can I Speak to a Human? Automating Remote Contact in Frontline Public Service Remote Contact Research Emerging Technologies for Remote Contact Beyond the Phone SMS—Point of Contact/Distribution Apps Email Videocalls Chat Interactive Voice Response Hybrid Chat Remote Contact Case Study Training the Bots Customer Expectations Budget Knowledge The Missing Connection Conclusion References Chapter 6: The Non-Public Encounter: Self-Service and the Ephemoralisation of Public Service Online Self-service Self-Completion Webforms Symptom Checkers Chatbots Physical Self-Service: The Kiosk The Case of the Self-Service Library Cost and Control Connection Criticism of Self-Service Libraries Conclusion References Chapter 7: The Management of Social Media in Frontline Public Service An Overview of Social Media Platforms in Public Service Facebook Instagram Twitter Observing the Police Use of Social Media The Help Desk Public Service Broadcasting The Digital Canteen Police Interviews Help Desk Traffic Cops Public Service Broadcasters The Canteen Cops Observing the Police Communications Teams Observed Publishing Observed Engagement Observed Monitoring Observed Analysis Observed Management The Communication Officer Interviews On Publishing On Engaging On Monitoring On Analysis Conclusion References Chapter 8: Robots and Virtual Agents in Frontline Public Service Amplifying Public Servant Capabilities Face Recognition Lie Detection Assessment and Feedback Tool User Record Analytics Enhancing Agent-Citizen Interaction Humanoid Robot Small Humanoid Robot Carebot Voice Assistant Public Servant Embodiment Power-Intensive Task Robot Patrol Robot on the Beat Conclusion References Chapter 9: The Virtual Public Servant Fantasy The Case of Enfield’s Amelia Views of the Frontline Technical Challenges Conclusion References Chapter 10: The Virtual Public Servant: Three Futures. A Q-Study Viewpoint 1 “The Power of Interaction” Viewpoint 2—Generation Now Viewpoint 3—Human + Machine, Choice + Empowerment From Viewpoints to Prescriptions Conclusion Appendix References Index