Social Media and Web 2.0 for Rethinking E-Government Maturity Models

Abstract

In this chapter, the authors argue that social media and Web 2.0 technologies have the potential to enhance government responsiveness, representation, citizen participation, and overall satisfaction with the public policy-making process. To do that, this chapter suggests the dialectical approach of a new E-government maturity model through both New Public Service and Social Construction of Public Administration views. Then, they provide guidance to practitioners who are responsible for developing social media and Web 2.0 strategies for public service organizations. Finally, to provide guidelines for public administrators, this chapter argues that the “public sphere” should be redefined by citizen’s online social networking activities with public administrators and capacity building activities among practitioners in public service agencies through their use of social media and Web 2.0 tools.

A Systematic Review of Multiple Terminologies for ICT in Government: A Mesh of Concentric and Overlapping Circles

“…E-participation encompasses government’s interaction with public such as informing public of government activities, government’s consultation with public on policy making, and empowering them for decision making (UN, 2014). The initial models of e-government maturity were associated with the new public management aimed at reinventing government to work better and cost less, and treated citizens as customers (Kettl, 2015; Kim & Robinson, 2014). However, Denhardt and Denhardt (2000) proposed principles of new public service as an improvement upon the new public management, focusing on democratic governance where there are opportunities for citizens to define policy problems, and develop and implement solutions (Denhardt & Denhardt, 2000).…”

“…However, Denhardt and Denhardt (2000) proposed principles of new public service as an improvement upon the new public management, focusing on democratic governance where there are opportunities for citizens to define policy problems, and develop and implement solutions (Denhardt & Denhardt, 2000). This encouraged an e-government approach that includes citizens as an essential part of policy design and implementation (e.g., Kim & Robinson, 2014; Nabatchi & Mergel, 2010). The later models of e-government based on new public service approach include public participation, often as an advanced stage of e-government (Kim & Robinson, 2014).…”

“…This encouraged an e-government approach that includes citizens as an essential part of policy design and implementation (e.g., Kim & Robinson, 2014; Nabatchi & Mergel, 2010). The later models of e-government based on new public service approach include public participation, often as an advanced stage of e-government (Kim & Robinson, 2014). The new information technology and particularly social media applications are acknowledged as enabling tools for bottom-up approach that enhance public participation (Kim & Robinson, 2014).…”

“…The later models of e-government based on new public service approach include public participation, often as an advanced stage of e-government (Kim & Robinson, 2014). The new information technology and particularly social media applications are acknowledged as enabling tools for bottom-up approach that enhance public participation (Kim & Robinson, 2014).…”