Häkkinen, A., Chajed, A. & Ylipulli, J., (2023). Affects of trust in digitally mediated public service encounters between service providers and migrants. ETMU Days, Structures of Power and Oppression, 29th November – 1st December 2023, Jyväskylä.
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Recent studies have pointed out that Finnish municipalities may not consider diversity in their planning enough. Even though Finland has relatively good public services, they may not be equally accessible and inclusive to everyone, especially migrants. Challenges include a lack of information in languages other than Finnish, Swedish or English. The high level of digitalization in public services also creates inequalities.
In this paper Trust M researchers Anne Häkkinen, Avanti Chajed and Johanna Ylipulli focus on the importance of trust in the interactions between linguistically diverse customers and public services. The researchers also aim to contribute to understanding how trust/distrust influences the use of digital services and technologies.