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Journal ArticleDOI: 10.1080/03003930.2020.1729750

Delivering public services through social media in European local governments. An interpretative framework using semantic algorithms

04 Mar 2021-Local Government Studies (Routledge)-Vol. 47, Iss: 2, pp 253-275
Abstract: Social media adoption by public administrations is usually related to the promotion of transparency, participation and collaboration. However, less attention has been paid to the utilisation of soc...

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Topics: Transparency (behavior) (74%), Social media (50%), Promotion (rank) (50%)
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11 results found



Open accessJournal ArticleDOI: 10.1016/J.GIQ.2020.101539
Eric S. Zeemering1Institutions (1)
Abstract: The organization of city government into specialized departments allows cities to accomplish an array of service delivery tasks. Government reformers argue this fragmentation creates coordination challenges when problems spillover the lines of specialized agencies. Functional fragmentation also poses coordination challenges for government communication with the public through social media. The global SARS-CoV-2 pandemic and COVID-19 disease provide an opportunity to investigate the consequences of functional fragmentation in city government for social media communication about public health and pandemic response. A comparative case analysis of three cities using data from city agency Twitter accounts and key informant interviews demonstrates the consequences of fragmentation for internal coordination, as well as public outreach. The experiences of Atlanta, San Francisco, and Washington, DC in the early days of the pandemic provide pragmatic insights for city officials and illustrate the theoretical importance of giving attention to whole of government approaches to city social media communication.

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Topics: Social media (54%), Government (53%)

11 Citations



Journal ArticleDOI: 10.1080/15309576.2020.1851266
Clayton Wukich1Institutions (1)
Abstract: Through social media, public officials share information with the people they serve. Related scholarship has centered on open government goals such as transparency, participation, and collaboration...

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5 Citations


Proceedings ArticleDOI: 10.1145/3396956.3396984
Julián Villodre1, J. Ignacio Criado1Institutions (1)
15 Jun 2020-
Abstract: Institutionalization of social media technologies in governments and public administrations is taking place world-wide. This process implies that after an initial phase of experimentation, social media is gradually formalized within the organizational structures as a response to the disruptive nature of these digital platforms. In this paper we focus on exploring what factors operate as inhibitors of the institutionalization process of social media in public administrations. For this purpose, we have conducted a questionnaire on social media aimed at Spanish local governments with more than 50.000 inhabitants. Based on this data, and following the literature on social media institutionalization, we define what we have named Social Media Institutionalization Index (SMI). Our SMI is based on a set of resumed indicators measuring the level of institutionalization of social media in public sector organizations. Descriptive analysis shows that Spanish local governments are halfway through social media institutionalization. Moreover, aspects including security, lack of resources for maintenance, control and evaluation, and organizational culture, are perceived by public employees in charge of social media as institutionalization inhibitors. Linear regression results partially corroborate some of these perceptions, highlighting organizational culture as a fundamental barrier. At the same time, our analysis emphasizes that some inhibitors could be overvalued by public employees.

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Topics: Social media (58%), Public sector (53%), Organizational culture (53%)

2 Citations


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Journal ArticleDOI: 10.1016/J.GIQ.2010.03.001
Abstract: In recent years, many governments have worked to increase openness and transparency in their actions. Information and communication technologies (ICTs) are seen by many as a cost-effective and convenient means to promote openness and transparency and to reduce corruption. E-government, in particular, has been used in many prominent, comprehensive transparency efforts in a number of nations. While some of these individual efforts have received considerable attention, the issue of whether these ICT-enabled efforts have the potential to create a substantive social change in attitudes toward transparency has not been widely considered. This paper explores the potential impacts of information and ICTs – especially e-government and social media – on cultural attitudes about transparency.

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Topics: Transparency (behavior) (69%), Corruption (56%), Social change (50%) ... read more

1,666 Citations


Journal ArticleDOI: 10.2139/SSRN.2129853
Jeffrey W. Treem1, Paul M. Leonardi1Institutions (1)
Abstract: The use of social media technologies—such as blogs, wikis, social networking sites, social tagging, and microblogging—is proliferating at an incredible pace. One area of increasing adoption is orga...

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Topics: Social media (56%)

1,058 Citations


Journal ArticleDOI: 10.1016/J.GIQ.2012.06.003
Dennis Linders1Institutions (1)
Abstract: This paper examines the evolution of citizen coproduction in the age of social media, web 2.0 interactivity, and ubiquitous connectivity. The paper first discusses the re-emergence of citizen coproduction – whereby citizens perform the role of partner rather than customer in the delivery of public services – as a fashionable policy option in the face of persistent budget deficits and the advent of new channels for mass collaboration. Finding a plethora of competing labels, models, and concepts for coproduction in the age of social media, the paper proposes a unified typology to support systematic analysis based on the overarching categories of “Citizen Sourcing,” “Government as a Platform,” and “Do-It-Yourself Government.” To demonstrate its use, the typology is applied to leading U.S. government implementations. The paper concludes with a discussion of the potential implications for public administration, the remaining limitations and rising social concerns, and the possible emergence of a new social contract that empowers the public to play a far more active role in the functioning of their government.

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Topics: Coproduction (57%), Government (55%), Open government (54%) ... read more

845 Citations


Journal ArticleDOI: 10.1016/J.GIQ.2011.10.001
Abstract: Various authors have highlighted the potential contribution of the internet to enhance the interactivity, transparency, and openness of public sector entities and to promote new forms of accountability. The search for new styles of governance which promote higher levels of transparency and the engagement of citizens is viewed as a way of improving citizens' trust in governments. As the social media are becoming ubiquitous, both academics and practitioners need some initial and reliable background data about the deployment of this kind of technology at all levels. The aim of this work is to provide an overall view about the use of Web 2.0 and social media tools in EU local governments in order to determine whether local governments are using these technologies to increase transparency and e-participation, opening a real corporate dialog . In addition, the paper tries to identify which factors promote the level of development of these tools at local level. Our results show that most local governments are using Web 2.0 and social media tools to enhance transparency but, in general, the concept of corporate dialog and the use of Web 2.0 to promote e-participation are still in their infancy at the local level.

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Topics: Corporate transparency (65%), Transparency (behavior) (64%), Corporate governance (55%) ... read more

700 Citations


Open accessBook
08 Aug 2003-
Abstract: Makes a compelling case for the importance of thoughtful research design and persuasive evidence in theory building

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Topics: Comparative politics (57%)

676 Citations