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E-Participation and Citizen Relationship Management in Urban Governance: Tools and Methods

E-Participation and Citizen Relationship Management in Urban Governance: Tools and Methods

Jim P. Huebner
Copyright: © 2013 |Pages: 37
ISBN13: 9781466641693|ISBN10: 146664169X|EISBN13: 9781466641709
DOI: 10.4018/978-1-4666-4169-3.ch013
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MLA

Huebner, Jim P. "E-Participation and Citizen Relationship Management in Urban Governance: Tools and Methods." Citizen E-Participation in Urban Governance: Crowdsourcing and Collaborative Creativity, edited by Carlos Nunes Silva, IGI Global, 2013, pp. 247-283. https://doi.org/10.4018/978-1-4666-4169-3.ch013

APA

Huebner, J. P. (2013). E-Participation and Citizen Relationship Management in Urban Governance: Tools and Methods. In C. Silva (Ed.), Citizen E-Participation in Urban Governance: Crowdsourcing and Collaborative Creativity (pp. 247-283). IGI Global. https://doi.org/10.4018/978-1-4666-4169-3.ch013

Chicago

Huebner, Jim P. "E-Participation and Citizen Relationship Management in Urban Governance: Tools and Methods." In Citizen E-Participation in Urban Governance: Crowdsourcing and Collaborative Creativity, edited by Carlos Nunes Silva, 247-283. Hershey, PA: IGI Global, 2013. https://doi.org/10.4018/978-1-4666-4169-3.ch013

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Abstract

Citizen relationship management (CiRM) is a combination of management approaches and information technologies for improving citizen services and citizen participation used at all levels of government. As an adaptation of private sector customer relationship management (CRM), CiRM is experiencing significant public sector adoption rates globally. However, while private sector CRM has demonstrated significant impact in the private sector, CiRM benefits are limited, and particularly lagging in the area of citizen e-participation in urban governance. This chapter provides an overview of the scope of CiRM functionality, with particular regard to the CRM origins and CiRM extensibilities, to develop a broader perspective of CiRM’s capacity for addressing e-participation. Developing this perspective further, theoretical and methodological approaches to e-participation are presented and evaluated in four categories: generic CiRM participation models, e-government CiRM, democratic CiRM, and strategic CiRM. Further research opportunities are highlighted within the context of emerging organizational, technological, and societal trends.

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