IDEAS home Printed from https://ideas.repec.org/a/taf/flgsxx/v47y2021i2p253-275.html
   My bibliography  Save this article

Delivering public services through social media in European local governments. An interpretative framework using semantic algorithms

Author

Listed:
  • J. Ignacio Criado
  • Julian Villodre

Abstract

Social media adoption by public administrations is usually related to the promotion of transparency, participation and collaboration. However, less attention has been paid to the utilisation of social media for public service delivery. Hence, this paper explores what strategies of use local governments are employing to create content on social media. To do so, our study re-elaborates a well-known interpretative framework of social media interactions in the public sector, regarding three categories: providing information, citizen interaction and public service delivery. By analysing Twitter data through machine-learning automated natural language processing, we test the framework studying posted content from a leading group of European city councils. Our conclusions confirm the utilisation of social media to provide institutional information or foster interactions with citizens. At the same time, European local governments are also starting to use social media for public service delivery.

Suggested Citation

  • J. Ignacio Criado & Julian Villodre, 2021. "Delivering public services through social media in European local governments. An interpretative framework using semantic algorithms," Local Government Studies, Taylor & Francis Journals, vol. 47(2), pages 253-275, March.
    • Handle: RePEc:taf:flgsxx:v:47:y:2021:i:2:p:253-275
    DOI: 10.1080/03003930.2020.1729750
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/03003930.2020.1729750
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/03003930.2020.1729750?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Vigoda-Gadot, Eran & Mizrahi, Shlomo, 2024. "The digital governance puzzle: Towards integrative theory of humans, machines, and organizations in public management," Technology in Society, Elsevier, vol. 77(C).
    2. Jianying Xiao & Lixin Han & Hui Zhang, 2022. "Exploring Driving Factors of Digital Transformation among Local Governments: Foundations for Smart City Construction in China," Sustainability, MDPI, vol. 14(22), pages 1-16, November.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:flgsxx:v:47:y:2021:i:2:p:253-275. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/flgs .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.