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    Exploring the Affordances of Social Media Platforms in Supporting Emerging Public Service Paradigms

    Chouikh, Arbi and Ojo, Adegboyega and Driss, Olfa Belkahla (2016) Exploring the Affordances of Social Media Platforms in Supporting Emerging Public Service Paradigms. In: Proceedings of the 9th International Conference on Theory and Practice of Electronic Governance. ACM Digital Library, pp. 177-186. ISBN 978-1-4503-3640-6

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    Governments are increasing reaching out beyond their organizational boundaries to engage citizens in policy design, co-created and co-delivered public services. While social media platforms have been largely used by government entities for communicating with and obtaining feedbacks on programs and services from citizens; traditional websites remain the primary interaction channel for emerging co-delivered services involving Citizen-to-Government (C2G) interactions. This work explores the affordances of the social media platform as a more natural platform to support not only C2G, but also Citizen-to-Citizen services (C2C) and Intermediary-to-Government (I2G) services. By considering a set of concrete C2C and C2G initiatives, we determine 1) the extent to which social media platform affordances support these initiatives, 2) the relative advantage of using these social media platforms over traditional government websites. Insights from this work should help in moving Government Social Media policies to cover the use of social media channels for C2C, C2G and I2G services.

    Item Type: Book Section
    Keywords: Social Media in Government; Social Media Platform Affordances; Citizen-to-Citizen Service; Citizen-to-Government Service; Intermediary-to-Government; C2C; C2G and I2G;
    Academic Unit: Faculty of Social Sciences > Research Institutes > Innovation Value Institute, IVI
    Faculty of Social Sciences > School of Business
    Item ID: 15818
    Identification Number:
    Depositing User: Adegboyega Ojo
    Date Deposited: 12 Apr 2022 13:59
    Publisher: ACM Digital Library
    Refereed: Yes
    Use Licence: This item is available under a Creative Commons Attribution Non Commercial Share Alike Licence (CC BY-NC-SA). Details of this licence are available here

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