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Australia is one of the most culturally diverse and prosperous
societies in the world, and such heterogeneity or pluralism has
both advantages and challenges. The Australian government must
provide support to and for the integration of migrants, especially
among those with a non-English-speaking background (NESB).
Investments in information systems (IS) have resulted in the use of
information and communication technology (ICT) to raise public
awareness of the country's policies, programmes and services.
However, communication issues have recently emerged between the
government's online IS and the NESB migrants and their communities.
Based on their increasing significance in Australia's
socio-economic and political landscape, it is necessary not only to
identify and understand the needs of NESB migrants, but also to
determine the barriers (both perceived and actual) that NESB
migrants experience with regard to government online services
(otherwise termed 'e-government').
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