From the late 1990s onwards, most politicians decided that one way of dealing with that critique was to launch web-based guides designed to support citizens by providing information before they had to make a choice. Private actors also saw business opportunities and started private web-based guides.

Guides covering key public services are a relatively new phenomenon; they differ from those in the private sector, however, because they regulate the relationship between the state and the citizen. In the study reported here, focus is on guides to public services, and how they are supposed to help people to deal with the overflow of choice opportunities.

in Overwhelmed by overflows?