Etienne Barnard Laurens Cloete Hina Patel Language and Technology Literacy Barriers to Accessing Government Services. 37-42 http://springerlink.metapress.com/openurl.asp?genre=article&issn=0302-9743&volume=2739&spage=37 2003 conf/egov/2003 EGOV db/conf/egov/egov2003.html#BarnardCP03