With the increased use of the Internet across the world, government organisations are investing considerable efforts for introducing various types of online services to individuals. However, despite such efforts, many individuals may still prefer to access those services using the traditional channels (e.g. phone, office visits). To find out why this happens, in this research-in-progress paper, we explore the role of media characteristics in determining individuals’ intention to use e-government initiatives for three different services: information access, transaction completions, and participation in policy formulations. In particular, we propose a model that integrates constructs from TAM, media richness and national cultural theory. We further report the development of a survey instrument based on the model. The model has implications for both theory and practice.