Assistive technical communication of Montenegrin eServices : a case study

Simon, Aniko, Laković, Luka, Kovačević, Pavle, Kara, Peter, Ognjanović, Ivana, Šendelj, Ramo, Reich, Christoph, Roganović, Milovan, Mantas, John and Bokor, Laszlo (2023) Assistive technical communication of Montenegrin eServices : a case study. In: XXVII International Information Technology Conference (IT 2023); 15-18 Feb 2023, Žabljak, Montenegro.


With the advancement of information technology in the recent decades, digital and online services have become essential components of everyday life in Europe. Montenegro is no different in this regard. However, as digital literacy in the country is still in a developing phase in comparison with most countries of the EU, a higher portion of its citizens may rely on assistive technical communication. In this paper, we provide a case study on the assistive technical communication of Montenegrin eServices. The work addresses the sectors of online banking, healthcare services, higher education, national administrative services, and utilities. Our findings highlight the diversity in terms of implemented assistive technical communication, and distinguish usage contexts on the level of adequacy. Yet as the functionalities of Montenegrin eServices are expected to gradually expand in the upcoming years, assistive technical communication must aim to handle the higher extents of service complexity.

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