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Government 2.0: Utilization Model, Implementation Scenarios, & Relationships

Authors

Gohar Feroz Khan (Korea University of Technology & Education, South Korea)

Bobby Swar (SolBridge International School of Business, South Korea)

Pre-ECIS workshop: E-Government 2.0: Case studies and experience reports June 4, Utrecht, the Netherlands.

Table of Contents What is social media?

Social media defined Social media-based government

Government 2.0 vs. e-govt. How is Social Media Used in Public Sector?

Method Results

The big picture Govt. 2.0 Utilization model Govt. 2.0 implementation scenarios Govt. 2.0 Relationships

Conclusion

What is Social Media? Social media consists of a variety of tools

and technologies that includes: Collaborative projects (e.g., Wikipedia and wikispaces), Blogs (e.g., WordPress) and microblogs (e.g., Twitter), Content communities (e.g., YouTube), Social networking sites (e.g., Facebook), Virtual game worlds (e.g., World of Warcraft), Virtual social worlds (e.g., Second Life), and

All other Web 2.0 platforms that facilitate the creation & exchange of UGC.

Social Media Defined

“A Web 2.0 based technologies/tools— that allows the creation and exchange of user-generated contents while letting users establish one or more of these:

Identity Conversations Connectivity (i.e., presence) Relationships Reputation Groups, and Share contents.” (Khan, 2013, p.2)

What is Government 2.0?

Is driven by social media/Web 2.0

Also known as: Collaborative Government (McGuire, 2006), Do-it-yourself Government (Dunleavy &

Margetts, 2010), Government as a Platform (O'Reilly, 2010), Social Government (Khan, et al., 2012), or We-Government (Linders, 2012), among

others.

Government 2.0 VS., E-Government

Table 1 e-Government VS., Government 2.0

e-Government Government 2.0

Technology Static enterprise and domain specific technologies;Web 1.0 phenomenon;

Consumer and commoditised technologies; Web 2.0 & Social Media;

Strategy Inside-Out Outside-In

Service Focus

Citizens as Receivers Citizens as Active Participants

Research Question

How is Social Media Used in Public Sector?


Method (Inductive Approach) A Web survey of 200 govt. websites from 40 countries (20

Developed and 20 Developing), to look for: 1) SNS 2) multimedia sharing services 3) discussion forums , 4) blogging , 5) wikis , 6) rich site summery , and 7) social tagging services,

Coded either as “yes” or “no”.


Method (Inductive Approach) Also, reviewed 45 Web 2.0 initiatives from around the

world. Each initiative was assessed based on a coding

scheme covering four dimensions: 1) citizens’ engagement, 2) mass collaboration, 3) social transaction, and 4) Web 2.0 complexity

The variables were coded as: 1) low, 2) medium, and 3) high to access the four dimensions

Results

The Big Picture: Social Media in Public Sector

Govt. 2.0 Utilization Model Govt. 2.0 Implementation

Scenarios Govt. 2.0 Relationships

The Big Picture: Social Media in Public Sector

This is what we found it is

Posts, Likes, Tweets, & Shares


Mass collaborations, citizen sourcing, co-creation, etc.

Mass collaborations, citizen sourcing, co-creation, etc. Social

transactionSocial transaction

-SM use is mostly informational and limitedly collaboration and transactional.

Social Media in Public Sector This is what it should be





Social transactionSocial transaction

The Big Picture

The social media pipe (i.e., social media tools/technologies) connects producer and consumer or prosumers (i.e., government agencies, citizens, and businesses) where the government services are co-produced that flows in both directions making government and citizen partners in the delivery of public services.

Figure 1. Conceptual Model of Social Media Use in Public Sector

Govt. 2.0 Utilization Model

Figure 2: Government 2.0 Utilization Model

1. Information Socialization (IS)

At this stage, public sector leverage social media as an informational and participatory channel to increase citizen’s awareness and enable them to monitor and participate in government activities.

Socialization of information is achieved in two ways:

Simple Information Socialization, and

Complex Information Socialization

Simple Information Socialization

Simple information socialization is achieved through merely incorporating social media tools in the existing government websites e.g., through incorporating comments

and discussions features, and/or through establishing dedicated

social media pages/accounts (e.g., Facebook fan page or Twitter account) to delivery day-to-day information/news to the citizens.

Complex Information Socialization

Complex information socialization requires establishing advance social media/web 2.0 based informational government portals for informational and participatory purposes, such as:

http://maplight.org/ http://www.data.gov/about, and http://blogs.justice.gov/main/.

Note

An important use of the socialization of information is in situation where the immediate delivery of information/news is crucial, such as: disseminating news and information about public

safety and in crisis management situations such as, weather, traffic, diseases, and nature or man-made disasters.

2. Mass Collaboration At this stage, public sector leverage

social media tools to poster mass social collaboration between government and citizens and cross agency collaboration.

Mass collaboration was instrumental in regulation, crowd sourcing, and law

enforcement. Mostly observed in Developed

countries

Example 1-Regulation

For example, the Peer-To-Patent (www.peertopatent.com) initiative by the Patent and Trademark Office (USPTO) of the United States is a good example of mass government and citizen social collaboration in reinforcing regulations.

Example 2-Law Enforcement

Another example is the Korean government’s smart phone apps developed to enable mass collaboration in reporting illegal car parking, waste disposal, energy misuse, and reporting other inappropriate behaviour.

Example 3-Croud Sourcing Similarly, a good

example of croudsourcing is the “apps for democracy” initiative: http://www.appsfordemocracy.org/application-directory/.

A U.S. government initiative to engage the public in developing new applications for democracy.

3. Social Transaction Public sector use (limitedly though)

social media tools to establish tangible online transactions with the citizens.

Example 1

Another example of using social media for service delivery is the “Fixmystreet” initiative: http://www.fixmystreet.com/)

Where citizens using an interactive portal report a problem related to their locality (e.g., fly tipping, broken paving slabs, or street lighting) which is then forwarded to the council to fix the problem.

Example 2

For example, the U.K. government use a Web 2.0 based website (www.gov.uk) to provide simple, one-stop access to government services online where citizens can access to public services such as:

tax, driving test, passport, births, deaths, marriages, and health care.

Example-3 The Korea NTS is

operating online "Year-end Tax Settlement Service“ at: www.yesone.go.kr

to enable taxpayers to gather all sorts of the receipts for income deduction online.

Govt. 2.0 Implementation Scenarios

Mainly three implementation scenarios were observed: Standalone Nested, and Hybrid Govt. 2.0

Standalone Govt. 2.0

In the standalone implementation scenarios, informational Government 2.0 (i.e., stage 1) can be implement directly under traditional government settings (i.e., paper based government).

Mostly, observed in developing countries (e.g., Zimbabwe, Rwanda, and Fiji) where e-Government is not yet fully implemented

Paper-Based

Web 2.0 & Social Media Based

Standalone Govt. 2.0

Figure 3: standalone Government 2.0

Nested Govt. 2.0

Under this scenario, governments funnel existing e-Government infrastructure and capabilities to leverage social media tools in the day-to-day governance. Scenario 2 is the most likely scenario

where Government 2.0 is realized under the umbrella of e-government

Paper-Based

Static ICTs & Web 1.0 Based

Web 2.0 & Social Media Based

Nested Govt. 2.0

Figure 2: Nested Government 2.0

Nested Govt. 2.0 Observed in the developing and

transitional economies, such as: Estonia India Pakistan Kazakhstan Lithuania Poland South Africa, and Thailand

Hybrid govt. 2.0 Hybrid Government 2.0, from a conceptual

point of view, can be defined as, a flavor (or subset) of ICT based

government (e.g., e-Government & m-Government) that harness social media tool/technologies to establish an open, transparent, and participative government (see Figure 4).

Hybrid Govt.

Figure 4. Hybrid Government

Hybrid govt. 2.0 This type of government is observed in

advanced economies, such as: Denmark New Zealand South Korea the Netherlands the United Kingdom, and the United States

who have already made significant achievement in the e-Government

Govt. 2.0 Relationships

C2G Informational Relationship e.g., inform of feedback and exert opinion, or reporting

crimes and natural disasters using social media tools.

C2G Service Relationship the “Apps for America 2”: A U.S. government

initiative where citizens are invited to developed apps for the government

Other possible relationships B2G informational relationship B2G service relationship

Conclusion

Social media in public sector is more than just “likes”, “tweets”, and “shares”

Social media tools and channels useful to disseminate information, foster mass collaboration, enforce laws, and execute regulation.

SM use is mostly informational and limited transactional.

SM has great potential for DCs

Conclusion

Limitations we only focused on the use of and

opportunities related to social media studies are needed to access the risk and

reward of social media in public sector systematically

Stages based risks

Skills and capabilities needed to implement social media are not discussed

Thank You

In case you are interested SSCR special issue on

Best Practices in Social Media at Non-profit, Public, Education, and Healthcare Organizations

CFP: http://laton.wikispaces.com/SSCOR+Special+Issue+on+Social+Media

References Eggers, W. D. (2005). Government 2.0: Using Technology to Improve Education, Cut Red

Tape, Reduce Gridlock, and Enhance Democracy. Lanhma, MD: Rowman & Littlefield Publishers.

McGuire, M. (2006). Collaborative public management: Assessing what we know and how we know it. Public Administration Review, 66, 33-43.

Dunleavy, P., & Margetts, H. Z. (2010). The second wave of digital era governance. APSA 2010 Annual Meeting Papers.

Khan, G. F., Yoon, H. Y., & Park, H. W. (2012). Social Media Use in Public Sector: A comparitive study of the Korean & US Government Paper presented at the ATHS panel during the 8th International Conference on Webometrics, Informatics and Scientometrics & 13th COLLNET Meeting, 23-26 October 2012, Seoul, Korea.

O'Reilly, T. (2010). Government as a Platform (Chap 2). In D. Lathrop & L. Ruma (Eds.), Open government: Collaboration, transparency, and participation in practice: O'Reilly Media.

Linders, D. (2012). From e-government to we-government: Defining a typology for citizen coproduction in the age of social media. Government Information Quarterly, 29(4), 446-454. doi: 10.1016/j.giq.2012.06.003

Patrice, M. (2010). Building open government. Government Information Quarterly, 27(4), 401-413. doi: 10.1016/j.giq.2010.07.002

Is the Social Media and SNS same things?

Is the Social Media and SNS same things?

No All SNS (social networking site) are

social media, but not all social media are SNS.

Or All SNS are based on Web 2.0, but

not all Web 2.0 concepts are SNS

Example

Based on Social Media/Web 2.0

Based on Social Media/Web 2.0

Facebook is an SNS (i.e., facilitate online social networking)

Wikipedia is not an SNS (i.e., does not facilitate online social networking)

An application/example of social media/web 2.0 to facilitate online social networking

An example/application of social media/web 2.0 to facilitate online collaborative content creation

VS.,