Non-Take-Up of Benefits and Rights: The Universality-Selectivity Debate as Reflected in Online Information and User Patterns

The present study adds valuable perspective to the ongoing theoretical and practical universality-selectivity debate in the context of (non-) take-up of benefits by delving into the online information angle. People with a digital divide may be affected by such differences since they are more likely to need selective benefits. Almost all researchers agree that knowledge is a crucial barrier to benefits take-up. However, most researchers place the information barrier at the client level and do not examine factors contributing to information incomprehensibility. Is the effectiveness of universality- or selectivity-based welfare policies reflected in the online information? Our study examined this question by a computerized text analysis of 2662 online information pages in "Kol Zchut,"a primary Israeli information website about benefits and rights, and its Google Analytics usage pattern data. The results indicated weak but significant differences between universal and selective information pages. Information complexity was higher in selective information pages. The findings were more complicated regarding usage patterns. In order to understand more deeply the information side of rights take-up, future research is needed.