Communication and Collaboration in a Web 2.0 World

Abstract

A recent paradigm shift, enabled by Web 2.0 technologies, represents a potential change from a static web presence for the delivery of government information and services to using collaborative web technologies to engage citizens and employees, enabling collaboration, fostering co-production, and encouraging transparency in government. Social media is creating new communication pathways among all stakeholders. The author examines two theoretical approaches to provide a perspective for understanding the adoption of social media and the changing relationships between government and citizens using Web 2.0 technologies. Research studies examining the adoption and use of social media by citizens and public and private sector organizations are presented. Examples of government initiatives adopting and using social media are explored. Challenges and barriers of using social media to achieve open government initiatives of participation and collaboration are examined. Recommendations for using social media to achieve government organizations' missions and to build relationships with citizens are offered. Future research directions are discussed.