Use of social media in citizen-centric electronic government services: A literature analysis

yesThis article undertakes a literature review on such articles on social media and citizen-centric e-government services. This research uses 139 articles to perform the intended literature review. The keywords analysis of these articles indicates that Web 2.0, participation and open government/ open data were some of the frequently used keywords in addition to the two major themes of e-government and social media on which all the articles were searched for. The analysis of research methods indicated that majority of the studies were analytical, conceptual, descriptive, or theoretical in nature. The theoretical analysis however indicated that there is a lack of theory-based research in this area. The review of literature indicated that research themes such as electronic participation, engagement, transparency, communication/interaction, trust, security and collaboration are some of the most frequently used categories under this area of research. A research framework has also been proposed from the key themes emerging from the review

Towards Improving e-Government Services Using Social Media-Based Citizen's Profile Investigation

International audienceGovernments are making considerable efforts in order to enhance citizens' participation in their decision-making and policy processes. In order to understand the citizens' needs, the decision makers need to know more about citizens' behaviors, preferences and ability to use e-government online services. Recently, social media represents a strategic opportunity that can help governments to become more transparent by providing citizens with better services and enhancing information's access in a way that makes them more involved. In this paper, we propose a new conceptual framework that investigates users and communities' profiles based on social media. The aim of this paper is to explore the social citizens' profiles in order to improve and adapt public services, decision making, information sharing, transparency and collaboration enhancing...to the individual's current and relevant needs