Improving citizens’ online engagement via community managers: an explanatory study

Gálvez‐Rodríguez, María del Mar; Haro‐de‐Rosario, Arturo; Caba-Pérez, Carmen

doi:10.1080/1369118x.2017.1315442

Cited by 12 publications

(5 citation statements)

References 46 publications

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“…These results are in line with those obtained by Gálvez- Rodríguez et al (2018) who find that the level of participation of citizens with the official Facebook profiles of local governments through the popularity measurement is comparatively the highest. This, however, shows a low level of commitment for the effort made.…”

Section: Oir 437supporting

confidence: 92%

Unpackaging stakeholders’ motivation for participating in the social media of the higher education sector

Saraite-Sariene

Gálvez‐Rodríguez

Haro‐de‐Rosario

et al. 2019

OIR

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Purpose Increasingly, universities are adopting social media as a strategy to improve their competitive advantage. However, little is known of whether or not stakeholders are actually engaging with universities in such online environments. The purpose of this paper is, first, to analyze the level of stakeholders’ engagement via social media, particularly Facebook, in European and US universities. Second, to examine the influencing factors that boost online interactions, in particular, “location,” “transparency,” “size,” “academic performance” and “activity.” Design/methodology/approach An engagement index and a multivariate regression analysis were carried out. Regarding the sample, European and US universities belonging to the “Top 100” of the Academic Ranking of World Universities were analyzed. Findings Despite the large online community that US universities possess, European universities attain the higher level of online engagement from its stakeholders. In particular, the greatest level of engagement is achieved by European universities of greater size, in terms of students, with lower academic performance and a lower level of online activity. Social implications This study contributes to existing literature by identifying the actual social impact of social media to build successful relationships with the stakeholders of higher education entities. Originality/value This paper can contribute to the current scarcity of literature concerning social media to improve new models of accountability in higher education entities with different managerial models.

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Section: Oir 437supporting

confidence: 92%

Unpackaging stakeholders’ motivation for participating in the social media of the higher education sector

Saraite-Sariene

Gálvez‐Rodríguez

Haro‐de‐Rosario

et al. 2019

OIR

Self Cite

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“…Regarding the latter, SMMs are in charge of the "strategic alignment" process (Mergel, 2015), recognizing the potential and the usefulness of social media in supporting the mission of their agency or public sector organization. Moreover, these practitioners have daily direct contact with citizens, and they are strategic not only because they release messages to inform or engage digital publics, but also because they can listen and reactively solve problems or address criticisms, improving interaction and dialogue building (G alvez-Rodr ıguez et al, 2018). In this sense, such PR professionals act as boundary spanners between the organizations and digital publics (Tam and Kim, 2019), listening with greater attention to strategic publics and thereby nurturing trust (MacNamara, 2016).…”

Section: Managing Social Media In Public Sector Organizationsmentioning

confidence: 99%

“…Despite the public debate which often stresses the importance of new digital professional roles, the solutions adopted by public sector organization vary greatly and depend on several drivers, including the presence of specific laws or regulations, strong or weak political leadership, financial resources and the administrations' communication culture which can be highly variable (G alvez-Rodr ıguez et al, 2018;Lovari, 2016;Materassi, 2017). In several cases, social media management is outsourced to communication and PR agencies, but most of this activity is integrated and assembled in the organizational structure in a variety of ways (Lovari and Valentini, 2020).…”

Section: Managing Social Media In Public Sector Organizationsmentioning

confidence: 99%

Trust me, I am the social media manager! Public sector communication's trust work in municipality social media channels

Lovari

Materassi

2020

CCIJ

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PurposeThe study aims at investigating the role of social media managers (SMMs) as trust mediators and access points in the context of local government. Little empirical work is devoted to this issue and the purpose of the paper is to provide a better understanding of the trust work routines.Design/methodology/approachThis paper presents the results of a pilot study. Authors adopt a qualitative approach, using semi-structured in-depth interviews with a selected panel of PR professionals, managing social media channels on behalf of eleven Italian municipalities.FindingsSMMs are aware of having a key-role in nurturing trust, and trust is a design value of their work. This article shows many “signs of trust” that SMMs perceive as important to foster trust in the digital environment and in relations with citizens within the municipal context.Research limitations/implicationsThis pilot study draws upon a small sample and a single country-focus.Practical implicationsThe detected “signs of trust” can be useful for further investigations and provide SMMs with practical suggestions to integrate into their strategies.Originality/valueTwo main fields – the use of social media and the impact on public sector communication and the institution/citizen trust relationships – are connected to the specific role played by SMMs: an emerging figure as yet little analyzed by scholars.

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“…Even though numerous researches were conducted to look at social media usage, lots of the studies focused on social media (such as Facebook) addiction (Andreassen & Pallesen, 2014;Griffiths, 2012;Hong, Huang, Lin, & Chiu, 2014;Hormes, Kearns, & Timko, 2014;Koc & Gulyagci, 2013;Kuss & Griffiths, 2017;Ryan, Chester, Reece, & Xenos, 2014), cybercrime (Benson, Saridakis, & Tennakoon, 2015;IskandarIshak et al, 2012;Patel, Taghavi, Junior, Latih, & Zin, 2012;Rajeyyagari & Alotaibi, 2018;Saridakis, Benson, Ezingeard, & Tennakoon, 2016;Suma, Dija, & Pillai, 2018;Vladlena, Saridakis, Tennakoon, & Ezingeard, 2015), social cohesion (Cyrek, 2017;Han, Sun, & Hu, 2017;Ijs, Levijoki, & Kuikka, 2018;Marlowe, Bartley, & Collins, 2017;Waltinger, 2018), communication skills (Alqahtani, 2019;Caton & Chapman, 2016;Galvez-Rodriguez, Haro-de-Rosario, & Caba-Perez, 2018;Hamzah & Sabri, 2018;Jimenez & Morreale, 2015;Mansour, 2015;Oltulu, Findik, & Ozer, 2018;Povilaitis, 2019), usage emergency problems (Ancy Breen, Merry Ida, & Queen Mary Vidhya, 2016;Colazo, 2015;Fry & Binner, 2016;Gabarron, Serrano, Wynn, & Armayones, 2012;Knuth, Szymczak, Kuecuekbalaban, & Schmidt, 2016) and psychological behavior (Grace, Ross, & Shao, 2015;Hong & Chiu, 2016;…”

Section: Problem Statementmentioning

confidence: 99%

Moderating Effect of Gender on the Relationship between TikTok Usage and Positive Emotion among TikTok Users in China

Omar¹,

Tang²,

Bolong³

et al. 2020

IJARBSS

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This study aims to identify the moderating effect of gender on the relationship between TikTok usage and positive emotion among TikTok users in China. As TikTok is a new emerging social media, there are few researches on TikTok usage and its association with positive emotion among TikTok users in China. To fill the gap, this study utilized a quantitative research method by using survey approach. A cross-sectional study was adopted, while the questionnaires were distributed online in this study. The study has collected 244 questionnaires through convenience sampling technique. The results shown that both of the two predictors which are perceived usefulness and perceived ease of use toward using TikTok are significantly associated with positive emotion among TikTok users in China. However, gender does not play a moderating role on the relationship between TikTok usage and positive emotion. It was found that the users of TikTok are mainly young generation. This study suggests that users should use TikTok reasonably and appropriately.

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Improving citizens’ online engagement via community managers: an explanatory study

Cited by 12 publications

References 46 publications

Unpackaging stakeholders’ motivation for participating in the social media of the higher education sector

Unpackaging stakeholders’ motivation for participating in the social media of the higher education sector

Trust me, I am the social media manager! Public sector communication's trust work in municipality social media channels

Moderating Effect of Gender on the Relationship between TikTok Usage and Positive Emotion among TikTok Users in China

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