Automated Agencies: The Transformation of Government Guidance

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Automated Agencies: The Transformation of Government Guidance

Edited by Joshua D. Blank · Leigh Osofsky
Cambridge University Press May 2025

Specifications

ISBN-13
9781009347082
Publisher
Cambridge University Press
Publication
May 2025
Format
Paperback
Jurisdiction
U.K. ? Countri(es) for reference only

Details

Automated Agencies is the definitive account of how automation is transforming government explanations of the law to the public. Joshua D. Blank and Leigh Osofsky draw on extensive research regarding the federal government's turn to automated legal guidance through chatbots, virtual assistants, and other online tools. Blank and Osofsky argue that automated tools offer administrative benefits for both the government and the public in terms of efficiency and ease of use, yet these automated tools may also mislead members of the public. Government agencies often exacerbate this problem by making guidance seem more personalized than it is, not recognizing how users may rely on the guidance, and not disclosing that the guidance cannot be relied upon as a legal matter. After analyzing the potential costs and benefits of the use of automated legal guidance by government agencies, Automated Agencies charts a path forward for policymakers by offering detailed policy recommendations.

Table of Contents

Introduction
1. The rise of automated customer service
2. Automated legal guidance
3. Simplexity. the law in plain language
4. Simplexity in automated legal guidance
5. View from the inside. Interviews with federal agency officials
6. How automated legal guidance helps agencies and the public
7. The hidden costs of automated legal guidance
8. The democracy deficit
9. How should automated legal guidance evolve?
10. The future of agency communications
Conclusion.
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