Citizen Coproduction and Social Media Communication: Delivering a Municipal Government’s Urban Services through Digital Participation

Wonhyuk Cho and Winda Dwi Melisa
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Wonhyuk Cho: Wellington School of Business and Government, Victoria University of Wellington, Wellington 6011, New Zealand
Winda Dwi Melisa: Wellington School of Business and Government, Victoria University of Wellington, Wellington 6011, New Zealand

Administrative Sciences, 2021, vol. 11, issue 2, 1-15

Abstract: This study investigated how social media is used by a municipal government agency for communication of citizen coproduction initiatives, through social media content analysis of the government’s official Twitter account. This article identified that the dominant form of social media coproduction in the Bandung municipal government in Indonesia is government-to-citizen (G2C) interaction, focused primarily on informing and nudging (86.62%) citizens, as well as some limited elements of citizen-to-government (C2G) communication, such as citizen sourcing and citizen reporting (8.96%). The municipal government uses various visual tools on Twitter to disseminate G2C information and convey its messages. Regarding the phase of the service cycle, this study found that the majority of social media communications are related to co-assessment (52.26%) and co-designing (42.24%), with a limited number of tweets about co-delivery (3.25%). Based on these findings, this article discusses the shifting relationship between government and citizens brought on by the adoption of this social media platform in its service delivery arrangement.

Keywords: social media; local government; coproduction; twitter; public service (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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