用聊天机器人让欧盟公民意见更易被政策制定者理解。
Towards Effective E-Participation of Citizens in the European Union: The Development of AskThePublic
- 基于大模型构建聊天机器人，动态解析公众反馈。
- 11位专家访谈显示，交互式回复提升信息获取效率。
- 适合关注政务透明与数字民主的研究者和从业者。
电子参与平台是政府提升信任、推动民主社会的重要工具。通过整合公私机构与个人意见，政策制定者可做出更明智、更具包容性的决策。然而，当前以静态形式为主的参与方式难以有效融合公民反馈。本文基于媒介丰富性理论，采用设计科学研究方法，探索如何利用聊天机器人改善电子参与平台的决策能力。依托欧盟委员会的“有话要说”（Have Your Say）平台，开发了名为AskThePublic的大语言模型驱动聊天机器人，为政策制定者、记者、研究人员及公众提供便捷渠道，深入探索和互动分析公民意见。通过对11位公共部门专家的半结构化访谈评估，结果显示受访者高度认可其交互式结构化回复和增强的语言处理能力，认为该工具显著提升了对公众意见的理解与利用效率。
原文摘要 · Abstract (English)
E-participation platforms are an important asset for governments in increasing trust and fostering democratic societies. By engaging public and private institutions and individuals, policymakers can make informed and inclusive decisions. However, current approaches of primarily static nature struggle to integrate citizen feedback effectively. Drawing on the Media Richness Theory and applying the Design Science Research method, we explore how a chatbot can address these shortcomings to improve the decision-making abilities for primary stakeholders of e-participation platforms. Leveraging the "Have Your Say" platform, which solicits feedback on initiatives and regulations by the European Commission, a Large Language Model-based chatbot, called AskThePublic is created, providing policymakers, journalists, researchers, and interested citizens with a convenient channel to explore and engage with citizen input. Evaluating AskThePublic in 11 semi-structured interviews with public sector-affiliated experts, we find that the interviewees value the interactive and structured responses as well as enhanced language capabilities.
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