Evaluating the use and impact of Web 2.0 technologies in local government

Abstract

Second generation web-based technologies (Web 2.0) such as social media and networking sites are increasingly being used by governments for activities ranging from open policy making to communication campaigns and customer service. However, this in turn has brought about additional challenges. By its very nature, Web 2.0 technologies are more interactive than the traditional models of information provision or creation of digital services. Such technologies open up a new set of benefits, costs and risks to those government authorities who make use of these social and digital media to enhance their work. This study draws on the extant literature together with an in-depth qualitative case enquiry to propose an emergent framework for evaluating the intra-organisational use of Web 2.0 technologies and its impact on local government. The study findings identified additional four factors (i.e. benefits: intra-marketing, informal engagement, costs: workload constraints and risk: integration with other systems) as part of the evaluation criteria which have not previously been discussed in the existing literature surrounding the context of Web 2.0 use in local government. The study concludes that a combined analysis of the evaluation and impact assessment factors, rather than one particular approach would better assist decision makers when implementing Web 2.0 technologies for use by public administration employees.

Opportunities and Challenges of Using Web 2.0 Technologies in Government

“…In any consideration of adopting new technology, attention must be paid to the opportunities and challenges of such adoption [43,21].The emergence of Web 2.0 and the rise of social networks have opened up both new perspectives and challenges for the public institutions [44]. Nevertheless, cutting edge digital communication comes filled with both potential opportunities and risks.…”

“…Some government organisations are developing a presence on Web 2.0 applications recognising its interactive potential in order to strengthen the relationship with citizens and solicit their feedback [44]. The following is a list of the external uses of these technologies:…”

“…The use of a broad class of technologies ranging from personal computers to mobile devices has enabled governments to offer convenient and enhanced accessibility to government services and information to citizens, businesses and governmental units [44]. The internet and the developments around Web in particular has been able to provide a new generation of instruments to facilitate social networking, information sharing and collaborative work [24,31,38].…”

Determining Factors Influencing E-Government Development in the Developing World: A Case Study of Zambia

“…The Internet of Things (IoT) is increasing every day and new innovations appear to make our society more safe and secure, but at the same time threaten individual privacy (Janssen & van den Hoven, 2015). Web 2.0 platforms are slowly being utilised as e-Government tools especially for activities ranging from open policy-making, customer service to collaborative platforms [33]. The other transition of e-Government has been towards "eGovernment 2.0".…”

The role of e-participation and open data in evidence-based policy decision making in local government

“…(Sivarajah et al, 2015;Janssen et al, 2012;Bertot et al, 2010). However, the tools to facilitate this process are only beginning to emerge and most are in development stage.…”