From experimentation to public service delivery in social media. An analysis of institutionalization dynamics in Dutch local governments

J. Ignacio Criado, Albert Meijer, Julián Villodre

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

Abstract

Social media is being used by a large part of local administrations. As a highly disruptive adopted innovation, it is important to understand the process of institutionalization through empirical variables. This paper studies the Dutch case to analyze to what extent social media technologies have being institutionalized within major city councils in Netherlands. The study tries to answer the following research question: What is the level of institutionalization of social media in Dutch city councils with more than 50,000 inhabitants? Taking this into account, this work is based on two analytical levels: on the one hand, it performs a comparative analysis of Dutch city councils that responded to a survey on social media institutionalization. On the other hand, based on previous descriptive empirical results, the paper studies Utrecht as a case of success to analyze the level of social media institutionalization through Social Network Analysis and automated natural language processing with data crawled from Twitter. Overall, results show that social media institutionalization in Dutch city councils has been high, developing decentralized practices with formal commitments for social media use and with a high sense of leadership, showing interesting participatory and public service delivery logics. At the same time, the case of Utrecht confirms that a high level of institutionalization requires management capabilities and goals definition and implementation, including a conversational approach to citizens, and an emerging approach to public service delivery.

Original languageEnglish
Title of host publicationProceedings of the 20th Annual International Conference on Digital Government Research
Subtitle of host publicationGovernance in the Age of Artificial Intelligence, dg.o 2019
EditorsYu-Che Chen, Fadi Salem, Anneke Zuiderwijk
PublisherAssociation for Computing Machinery (ACM)
Pages342-352
Number of pages11
ISBN (Electronic)9781450372046
DOIs
Publication statusPublished - 18 Jun 2019
Event20th Annual International Conference on Digital Government Research: Governance in the Age of Artificial Intelligence, dg.o 2019 - Dubai, United Arab Emirates
Duration: 18 Jun 201920 Jun 2019

Conference

Conference20th Annual International Conference on Digital Government Research: Governance in the Age of Artificial Intelligence, dg.o 2019
Country/TerritoryUnited Arab Emirates
CityDubai
Period18/06/1920/06/19

Keywords

  • Automated natural language processing
  • Big data
  • Local government
  • Netherlands
  • Social media institutionalization
  • Social networks

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