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85. Online self-help fora offer citizens a number of potential benefits. First, they could help users who are having difficulty coping with a complicated form or process — for filling in tax returns or applying for a benefit. Second, they can provide reassurance that any such process has been completed correctly. Third, they can provide an extra source of advice for significant decisions, in which users simply wish to talk to someone who is 'like them', making the same decision. Finally, they allow users to comment on the quality of the service itself.

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