The Use of Social Network Sites to Market E-Government to Citizens

The Use of Social Network Sites to Market E-Government to Citizens

María de Miguel Molina (Universitat Politècnica de València, Spain) and Carlos Ripoll Soler (Universitat Politècnica de València, Spain)
DOI: 10.4018/978-1-4666-3691-0.ch009
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In this chapter, the authors explore the different literature that analyses the application of Social Network Sites (SNSs) in e-government to help government managers to improve citizens' communication and participation. The use of Web 2.0 tools is perceived as a new way of communication not only in the political arena but also on the government level to improve civic engagement, to coproduce public services, and to increase service personalization. Citizens still like traditional communication tools, and it is important not to overload them through SNSs. The authors show possible new trends for future analysis on the application of SNSs.
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Governance networks are those groups or networks of constant relationships between governments and civil society (business, associations, NGOs, and so on) that are mutually implicated in certain public policies. However, in the field of e-government, as a way to deliver information and services by the government through the Internet or other digital means, SNSs can play many different roles in the political process (De-Miguel-Molina & Ripoll-Soler, 2012). For example, SNSs can have different implications on Open Government (Nam, 2012). Those who value transactions with e-government have a positive attitude regarding Open Government and Government 2.0. On the other side, the use of SNSs contributes to positive attitudes towards Government 2.0 and general trust in the government.

Broadly speaking, SNSs could be a complementary communication tool for e-government, where citizens not only receive information but also can collaborate on generating it.

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