Under the wave of democratization, the development of information and communication technology had created a digital society. The new public administration considered the government should treat citizens like as customers and particularly focus on efficiency and response.
By digital devices, the interaction between citizens and government is not limited by time and space anymore; the electoral system makes politicians not only pay more attention to the feelings and opinions of citizens, but also deal with the problems and responds to the questions immediately. The most common way of the interaction is Government Agency''s Email Box System, whether the executive administration or local government, they all attach a great importance on this part.
The presidential office email box is one of the symbolic channels of communication. But there are few related researches about Government Agency''s Email Box System, not to mention exploring the case of presidential office email box. This article focuses on the presidential office email box and divide into three points as follows: the system, the members, and the processes of replying letters. They could help readers to know the operation and function of presidential office email box. Moreover, this article compares the differences between the presidential office email box, the premier’s e-mailbox, and Taipei city mayor’s e-mailbox.
Qualitative methods are used in this research. To construct the shape of presidential office email box by participant observation, analyzing documents, and depth interview to provide the basis for comparing three email boxes, and make clear about the operation and find out some problems.
The main findings are following: (1) There are five functions of presidential office email box: gravamen, consultation, Accusation, recommendation, and Complaint. (2) The most important thing is to improve the whole equipment and process of the presidential office email box. Recruiting the volunteers to cope with the letters is an excellent method to learn. The system to save the knowledge of replying the letters of the presidential office email box is doing excellently, but the pipelines of report the policy knowledge still lacked.