motivation, 7, 42, 44–45, 50, 78, 85, 99, 106–107, 113, 116, 118–119, 127, 234, 236, 308, 337, 457

motivational factors, 7, 113

multilingualism, 132, 371

multiple methods, 428

navigation, 26, 28, 79, 89, 93, 109, 126, 158, 163–164, 170, 173, 255, 269, 284, 298, 320, 324–327, 334, 348, 350, 353, 355–356, 362, 378, 401, 404, 412–414, 424

new media, 15–17, 19, 23, 25, 28–30, 53, 112–115, 117, 121, 124–125, 127–129, 133, 217, 236, 240, 306–307, 312, 316, 442, 444–446, 448–450, 454, 460

new technologies, 51, 113, 153, 369, 459

non-specialised public, 373

officialise, 347, 356, 363, 372, 411, 416–417

official languages, 163, 289, 341, 348, 372, 411, 422

offline environment, 128, 397, 418, 429

online activities, 32, 70, 168, 173, 178, 180, 214–215, 220–223, 228, 230, 383, 415–416

online strategy, 241, 303, 358, 373, 384, 392–393, 415

opinions, 1–2, 9, 11–12, 51, 59, 63, 84, 146, 158, 181, 183–184, 186–191, 195–196, 204–205, 226–227, 231, 237, 242–243, 248, 254, 256, 267, 308–309, 318, 335, 342–347, 385, 395–399, 407, 412, 416, 421–422, 428, 434, 436

organisational structure, 56, 59, 132, 162, 167, 174–176, 178, 182, 236, 238, 249, 255, 269, 358–359, 367, 370, 386–387, 407–408, 415, 422, 429

organisation-centric, 161, 181, 236, 376–377, 382, 406, 418

outcome, 4, 6, 44, 46, 48–49, 60, 63–64, 68, 70–71, 78, 80, 83, 91, 108–111, 235, 255, 271, 286, 292, 337–338, 406

Papacharissi, Zizi, 45–46

participants, xviii, 9, 11–12, 22, 36, 50, 61–62, 87, 104–105, 111, 115, 135–138, 141, 145, 172, 185, 192, 206, 237, 241–243, 252–253, 255–258, 261–264, 266–270, 275–276, 278–287, 289–293, 296, 298, 306–310, 313–314, 316, 319–320, 324–326, 331–333, 335–341, 344–345, 353, 395–397, 399–400, 405, 410, 420–423, 425–426, 428, 447, 466, 466, 467, 467

perceived gratifications, 7, 45–46, 113

perception, xviii–xix, 1, 6–7, 11, 23, 36, 38, 41, 46, 58, 70, 77, 81, 88, 102, 105, 110, 112, 121–123, 131, 160, 167, 173, 206, 239–242, 247, 251, 255–256, 258, 269–271, 278, 280, 303–304, 310–311, 315, 331, 333–334, 342–343, 347, 354, 356–358, 377, 391, 395, 397–398, 400, 403, 405–406, 408, 421, 425–426, 428, 430, 440, 451, 456, 468

personalisation, 328