A Review of Social Media Use in E-Government
2. Social Media
- Social media has four major potential strengths: collaboration, participation, empowerment, and time. Social media is collaborative and participatory by its very nature as it is defined by social interaction. It provides the ability for users to connect with each [other] and form communities to socialize, share information, or to achieve a common goal or interest. Social media can be empowering to its users as it gives them a platform to speak. It allows anyone with access to the Internet the ability to inexpensively publish or broadcast information, effectively democratizing media. In terms of time, social media technologies allow users to immediately publish information in near-real time .
3. Themes in Literature
|TIME PERIOD||KEY THEMES||EXAMPLES OF REPRESENTATIVE ARTICLES|
|2007–2008||Digital Divide as a barrier||Couldry 2007 ; Shi 2007 ; Shin 2007 ;|
|Carter & Weerakkody 2008 |
|Citizen Trust||Chang & Kannon 2008 ; Belanger & Carter 2008 ;|
|Kolsaker & Lee-Kelley 2008 |
|Case Studies (Experimentation)||Breindl & Francq 2008 ; Klein 2008 ;|
|Heeks & Stanforth 2007 ; Best & Kumar 2008 ;|
|Osimo 2008 ; Zappen et al. 2008 ; Gibson 2008 ;|
|Kes-Erkel & Erkel 2009 ; Chan et al. 2008 |
|2009||Identifying Key Issues||Alonso et al. 2009 ; Freeman & Loo 2009 ;|
|Alshawi & Alalwani 2009 ; Verdegem & Verleye 2009 ;|
|Lean et al. 2009 |
|Need for Strategy/Policy||Park & Cho 2009 ; Fitch 2009 ; Bekkers 2009 ;|
|Misuraca 2009 |
|2010||Participation/Digital Divide||Bertot et al. 2010 ; Ferro et al. 2010 ;|
|Ochara-Muganda & Van Belle 2010 ; Bonson et al. 2010 ;|
|Millard 2010 |
|Prescriptions for Success||Ferro et al. 2010 ; Ostling 2010 ; Parvcek & Sachs 2010 ;|
|Dadashzadeh 2010 ; Dunleavy & Margetts 2010 ;|
|Hrdinova et al. 2010 ; Taylor-Smith & Lindner 2010 |
|Case Studies (Success)||Bianchi & Cottica 2010 ; Jaeger & Bertot 2010 ;|
|Chun et al. 2010 ; Huang et al. 2010 ; Jaeger et al. 2010 |
|2011||Tools of Change||Mourtada et al. 2011 ; Ngak 2011 ; Shirky 2011 ;|
|Ghannam 2011 ; Harb 2011 ; Mergel 2011 |
|Disaster Management||Yates & Paquette 2011 ; Nakki et al. 2011 ;|
|Queensland Police Service 2011 ; Hariche et al. 2011 ;|
|Crowe 2011 |
|Prescription for Strategy & Policy||Hellman 2011 ; Charalabis & Loukis 2011 ;|
|Verdegem 2011 ; Lampe et al. 2011 ; Mcnamara 2011 ;|
|Mergel 2011 ; Njuru 2011 |
4. Brief History: 2007–2008
5. Continued History: 2009
6. Continued History: 2010
- Dadashzadeh (2010) suggests that a different approach is needed for government to successfully invest in social media. In this case, government would do well NOT to follow the lead of the corporate sector, which often haphazardly implements social media simply for the sake of using it. Government social media use should be planned, fair, promote engagement, and promote transparency .
- Focusing on process and technology, Dunleavy and Margetts (2010) stress that E-government in the digital era needs to focus on simplification and collaboration rather than dis-integration. It should produce client-focused services that are efficient, and move to embrace electronic delivery of everything .
- Ferro and Molinari (2010) state that an evolved e-government approach should involve Information and Communication Technology (ICT) tools, enabling conditions, and institutional changes .
- Hrdinova et al. (2010) proposed a framework of 8 elements that must be addressed for a successful social media policy: employee access, account management, acceptable use, employee conduct, content, security, legal issues, and citizen conduct .
- Taylor-Smith and Lindner (2010) held workshops and derived a framework for e-participation that was built on easy-to-use, entertaining, and user-friendly technology incorporating citizen content-sharing through maximum outreach (multi-channel, multi-media, cross-media) that is focused on individual or personal relevance for the participants .
- Social media supports the increased reliance on human networks, the need for rapid interactive communications, the need to blur what is private and public, and the need for engaging multimedia. Whether government can use social media will depend upon how well government can see, understand, and attend to these needs. Social media is about fast, interactive communications. How will bureaucracies adapt to the increased pressures for timely responses? A very different question is how can social media provide us a way to do things in way that we have not done before? .
7. Continued History: 2011
8. Discussion and Recommendations
- 1. Citizen feedback through e-government use of social media does not result in governmental change. If true for a particular agency, how can this maxim be reversed? Is change resulting from citizen feedback a valid objective for all agencies? What are the criteria that should be used to determine when change should occur?
- 2. Governmental entities using social media do not have an agreed-upon long-term goal for the interaction they seek with citizens. If true, do they even realize it? Are there conflicting long-term goals, or are there only short-term objectives? Is there a consensus on the short-term objectives, or are those also in disagreement?
- 3. The use of social media in e-government differs by social culture and form of government. What forms of government are most likely to seek citizen feedback? What forms are most likely to request citizen reporting of criminal activity? What types of social cultures are less likely to participate in e-government?
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Magro, M.J. A Review of Social Media Use in E-Government. Adm. Sci. 2012, 2, 148-161. https://doi.org/10.3390/admsci2020148
Magro MJ. A Review of Social Media Use in E-Government. Administrative Sciences. 2012; 2(2):148-161. https://doi.org/10.3390/admsci2020148Chicago/Turabian Style
Magro, Michael J. 2012. "A Review of Social Media Use in E-Government" Administrative Sciences 2, no. 2: 148-161. https://doi.org/10.3390/admsci2020148