Civic Engagement Through Social Media
Open up access peer-reviewed affiliate
Using Social Media for the Evolution of Civic Engagement and Local Governance
Submitted: May 6th, 2021 Reviewed: May 28th, 2021 Published: June 28th, 2021
DOI: x.5772/intechopen.98619
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Abstruse
The main objective of this study is to propose guidelines for the development of the administration of local government organizations using digital engineering, such every bit the utilise of social media in the assistants. Information technology will be used in the case of promoting public participation in public policy formulation. The information on the features needed to develop operating systems on social media applications would exist collected and so trialed. At the same time, information was collected from the experiments. And then, the received information is made into a user transmission. The study found that the municipality could apply social media to heighten the advice efficiency between municipalities with the public at an efficiency level. At the effectiveness level, people were satisfied with using social media to raise complaints and recommend municipalities. Meanwhile, municipalities can obtain adequate information to use in making operational decisions in comparing with regular operations. And at the affect level, it was found that the municipality could encourage people to participate in the assistants of local administrative organizations and support municipalities begin to take new approaches in response to the needs of the people fifty-fifty meliorate.
Keywords
- Digital technology
- Social media
- Local government
- Governance
- Denizen appointment
*Address all correspondence to: sataro@kku.air conditioning.th
1. Introduction
Every bit the government adopting social media as a tool, social media might increase the government'due south capacity for engagement [1]. Other social media can build interactive features and increase citizen collaboration with the regime. These concerns change citizens' social media tools, especially the local authorities, to encourage and listen to public demand [ii]. Farther, social media took a office in public action, its influence on denizen engagement, and increased public trust [3]. Social media includes communication platforms such as Facebook, Twitter, and YouTube, which the government intensively uses. The adoption of social media uses brought collaborative nature between government and citizen [4, five].
The utilize of social media might increase collaboration amidst stakeholders. For citizens, social media can engage them in a government program and bridge the gap between the government with club. For the government, social media able to engage public participation and collaboration. Social media platform makes informed citizen and strengthens public relations. It is explained denizen engagement through social media, including interaction among social media users. Various areas will be involved, where the municipality might use social media to appoint the government, organization, citizen, and community. But the challenge is the professionalism to manage social media interaction for communication. For case, lack of chapters and skill to initiate such engagement requires technological evolution and professional media skill development. The movement towards social media employ requires people's attitude, staff preparedness, time availability, and skill [6].
Further, Dobos and Jenei argue on the changing participation to engagement. There are ii types of citizen engagement through instrumental and normative activities. It aims to informing or receiving a response from the governance process [7]. The fashion of engagement more efficiently should be used amid normative activities [eight]. At the aforementioned time, the form of date in local government have to roles to find the manner that provides conditions for listening and date activities the way and techniques through dialog and interaction in social media. From the government-citizen relationship, there is the ability to dialog, involve, and collaborate. It is expected more likely to exist interested in inquiring, expressing opinions, making a suggestion, and taking responsibleness. In this approach, the government should motivate and encourage them to better understand the government-denizen relationship. The importance of citizen appointment, understood as the participation of citizens in political and social bug is considered essential for democracy [9].
Notwithstanding, some critiques nearly the uses of social media in the government accept considered not to be the adequate cause of many social media platforms used simultaneously [10]. Social media should exist egalitarian (Flecha 2000) and authorities interventions [11]. Denizen appointment requires systematic probing. Further, the desired citizen evolution "knowledge and understanding" of the political and administrative activities may influence such the power to analyze, express, and defend opinions, positions, participate and fence. A take a chance similar tolerance, loyalty, openness, negotiation, and compromise is needed for a democratic club. The municipality opened the internet, mainly social media platforms change and engagement. Social media has chop-chop grown into public organization tools and homo confront for communication [12]. Avidar argues social media interaction amidst organizations and interaction for the public to consume, produce and share online information and raise social media use for engagement. Yet, the growth of social media, "traditional" media still play an essential function in raising the social media visibility of an system.
This chapter would like to present the report results of the application of social media to develop tools and operating systems that tin be used to meliorate and increase the management efficiency of local government organizations. It will make a presentation of the physical and applied development model. And it can extend into applications and operating systems that can be applied following the actual municipality operating conditions. This social media will ultimately enable municipalities to further enhance digital technology for the administration and delivery of public services to residents.
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ii. Theoretical review
Social media refers to the activities, practices, and behaviors among peoples involved and get together online to share data, knowledge, and opinions using various media. The awarding of social media by governments requires an organizational change to the culture, people, structures, and processes for effective results are to exist achieved. It tin create opportunities for developing customs-based partnerships by facilitating engagement with the public, such as creating and maintaining interactions and relationships. The local government is get-go to engage through using social media in unlike ways. This action includes promoting events and activities, problem-solving, gaining community input, and engaging [xiii]. Teng et al. [14] as well illustrate how local governments can harness technology to better efficiencies and appoint citizens. However, local leaders must be careful that engineering science-based mechanisms for communication and engagement do not benefit only those who tin advance the applied science uses. Thus, technology must be complemented by other widely attainable means of gathering participation. In this case, Professionals in using the technologies should non deed as a threat but as an opportunity for making the organization more global, interactive, dialogical, and socially responsible.
Farther, social media are functional in publishing data near public interaction and sharing strategies for resolving social problems and promoting positive alter. There are two essential elements to consider: beginning, the media can back up local activation by strengthening the network effect; and secondly, the media as an international network, able to contribute significantly to opens the connectedness whole around the world. Information-based web and social media play roles in pursuing communication networks (horizontal and vertical advice), particularly media relations, such every bit a) making strategies for policies and communication between the international and local networks. b) improving dialog space between government and citizens. c) as a tool for engagement and participation. More specifically, in enhancing stakeholders' engagement [15].
The local government context could apply social media to focus on municipal management, engage citizens in local decision-making, and meliorate government to citizen relationships. Citizens demand regime capacities to encourage public needs, such as providing public service, favoring high participation rates in public sector management, and helping local government prioritize and implement.
Social media equally an 'alternative' public space, the development of Spider web 2.0 technologies have been described every bit offering the 21st century by providing opportunities for extensive citizen engagement with the government [16]. The evolution of social media technologies has led to more than employ past governments. Governments should have already moved from the past traditional phase with social media platforms and should deliver and create value using social media. The governments are using digital technologies to appoint in eastward-services such as dissemination information, emphasizing citizen interaction [17]. Social media applications, congenital on Spider web two.0 technologies, offer governments extensive means to appoint communities and make services more efficient. It likewise allows for encouragement. Governments aim to value civil gild as a legitimate partner for change through enhancing capabilities for collaboration, participation, and empowerment. Even so, the government using digital technologies to enhance direct denizen engagement in city, regional or provincial planning processes [xviii]. Indeed, Web 2.0 and social media are at present considered function of participative citizens to the government in providing public service and information. Some governments are increasing with east-government service that includes social media tools.
Social media lies in the perceived advantages of both the government and the citizens, although the benefits tend to exist idealistic. For case, at that place is much talk virtually increasing public participation, citizen involvement, transparency, coproduction, using more than excellent noesis, and reaching stakeholders. It likewise identifies benefits such equally the actual value of engagement that raises awareness of new policies, services, or social problems and encourages interaction with feedback from governments. Utilize the internet and media platforms to organize and promote their interests and actively participate in their social interaction [xix].
Ellison and Hardey [twenty] said that the viability of social media every bit a potential ways to stimulate citizen engagement in local politics and ask whether people can use specific platforms such as Facebook and Twitter to develop innovative and accessible forms of autonomous dialog within the local community. The role of local government and citizens themselves is in the process of abiding articulation, primarily concerned with considering the kind of role social media tin can play in facilitating new forms of dialog and local engagement. The peoples are constantly experimenting and realizing the social media feasibility, combining this creatively with contiguous interaction and bridging the altitude of view and participation. Social media is an loonshit that deserves attention and critical reflection as a political site and as a starting point for this new blazon of public engagement [21].
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three. Methodology
This chapter will implement the qualitative research methodology through data collection, information analysis, and synthesis. There will be a specific selection of three municipalities in Khon Kaen province, Thailand. At that place are three steps of researching equally follows.
First, this enquiry will use the interview and focus group methods for the selected central informants to collect data.
The second, about data analysis. This enquiry volition use the content assay method to compare all collected information between earlier and afterwards using social media in local government administrations and then translate data followed by theories and concepts.
The third, data synthesis, will exist conducted by gathering all analyzed data to be reorganized to propose the SOUP model.
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iv. Key results
iv.one The key factors
This affiliate presents the concept and practice of applying social media to promote citizen engagement and local governance development. The aim of presenting is a model of evolution called the SOUP Model. The development of social media apply post-obit this model is as follows.
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The utilise of social media must be designed to facilitate sharing (Sharing: S)
Information between citizens, departments, administrators, municipalities, and the public tin can be quickly and universally provided to be used every bit a tool to enable all parties to be mutually beneficial in terms of monitoring progress. In addressing public complaints to a municipality, it is used to raise awareness and empathise the municipality about the needs of people while also expressing it to the public and the public. Knowing the operation in various areas of the municipality can exist appropriate for the people'due south use. For example, information technology is used every bit a medium for sharing and exchanging information in tracking complaints submitted by the people to the municipality. It has fix up a diversity of tools for people to send information to the application hands.
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The utilize of social media must be designed to facilitate openness and utilize (Openness: O)
The use of social media should exist designed that it can be easily and universally used past citizens, agencies, administrators, municipalities, and the public. All parties can do good, both in monitoring the progress of piece of work to resolve the public's problems and raising awareness and understanding the municipality. It can as well be used to evidence people and the public near functioning in various municipality areas. It provides opportunities for people to use diverse channels or tools in raising complaints and informing their recommendations. The municipality should prefer a local development policy past facilitating social media and other non-governmental channels. Social media, which this openness provides, has given the public more than opportunities.
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The utilise of social media must be designed to provide optimal accessibility and utilise in the context of local usage (Uniqueness: U)
Its employ should exist able to adapt to the fashion of living of the people in the area. Information technology should not create also much of a burden on the people they have no interest in using. Information technology can utilize to local government organizations and does non bear upon regime officials and employees' regular operation. It may consequence in not being accustomed in the practice of regime officials in the organization. For case, the awareness of differences amongst the groups of people in the area is because some people do not accept the skills to use social media. But they familiar with the use of regular communication channels. The municipality must provide facilities for these people. The municipality might have established an agency with a regular officer responsible for receiving complaints and suggestions from the public. And and then, the officers will bring the information received from the public into the awarding for activity. In addition, the municipality may set upward a new agency to be mainly responsible. Information technology acts as a primal bureau that facilitates the application for the coordination between the municipality's internal officials, citizens, and administrators to monitor the performance.
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The utilize of social media must be designed to back up the cooperation of the state and the people. (Partnership: P)
Social media should provide people with more than opportunities to go responsible for the municipality's administration. It must enable citizens to participate in monitoring, supervision, and controlling conveniently and conveniently with municipalities and cover all stages of their implementation, for example, using applications to brandish progress on trouble-solving. Complaints are put into the operating system that volition facilitate the public to follow up on the operation as soon as there is progress in solving problems. Information technology can also be used to collect feedback data and the needs of the people to utilise in the formulation of development projects that will be used in the financial year or to consider in the formulation of local policies and plans for the next fiscal year.
4.2 The model
The use of social media will help the people and the municipality work together more than closely together. It volition also help the people to raise themselves to become partners in the administration and formulation of their local public policy with the municipal officials. Considering information technology will provide people with access to information on the same footing every bit the municipality, which, when the people take received such information, will help the people follow up to ensure that the municipality must work following the issues and needs of the surface area every bit much every bit possible. Information technology volition enable the people to monitor the functioning of the municipality at every stage. And information technology will too back up the people to take responsibility in the municipality's administration with more equality.
From the guidelines for promoting the use of social media to develop the administration of the local government mentioned above, they have been synthesized to create a SOUP model for promoting social media in the development of denizen date and local governance shown in Figure i.
Figure one.
Evolution model for using social media to promote civic responsibility and local governance (SOUP model).
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5. Word
From Figure 1, it shows that the SOUP model has various components:
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Person
-
Organisation/unit
-
Applications and work processes related to the implementation of social media for the development of Denizen Engagement and Local Governance
It will be presented through applications for handling various citizens who want the municipality to resolve the problem or want the municipality to use it as a policy and a local development programme. The details of such a model can be presented and classified by various three elements as follows.
5.1 Person
Effigy one shows that persons straight involved in using the model are citizens, staff in the organization responsible for overseeing the central application'southward operating arrangement, and the mayor, Including the municipal administrators. These groups volition play a role and the responsibility for using social media for evolution, equally shown in Table ane.
| Groups | Government | Responsibilities |
|---|---|---|
| Citizen | Report a complaint and suggestions for local development | Follow upward on the outcome of the complaint report and their suggestions through the application |
| Staffs in the agency that manages the awarding's operating organization |
|
|
| Mayor and municipal administrators |
|
|
Table ane.
Shows the roles and functions, and responsibilities of diverse groups in the use of social media.
The model was assigned to dissimilar groups of people related to the use of social media. They act together both as a recipient and information sender. The municipality should set up an agency to perform this duty as a center of communication and coordination. When the citizens act as a sender of complaints and recommendations to the municipality, this one will act equally a receiver and conduct information to go on. At the same time, the municipality acts as a sender, that is, contacts citizens to report progress on the resolution of complaints or various policies to the public. The 2 parties interact with each other within the process of using social media to perform that work. It will assistance all parties to receive information and news as all the time. This operation will issue in making the municipality and the people can be closer to each other. Information technology volition contribute to building partnership, which is one of the critical features of local governance.
v.ii Organization
From the model presented by this written report, iii leading agencies are involved in adopting social media in the development, namely the system operation organization, the directly responsible organizations, and the central government agencies. These agencies will play a function and responsibility for using social media for development, every bit shown in Table 2.
| Organizations | Regime | Responsibilities |
|---|---|---|
| An agency (new?) that is responsible for the use of the awarding |
|
|
| Various departments |
|
|
| that serve directly to resolve the issue |
|
|
| Departments of central government |
|
|
Table 2.
Shows the roles and functions, and responsibilities of organizations/agencies in the apply of social media.
The model specifies that municipalities can apply social media to provide the three groups of organizations with coordinated operational guidelines in a supportive manner systematically or empowerment. The agency that serves every bit application supervision will serve equally a connectedness point for the operations of the two remaining organizations to piece of work together, not duplicate, betwixt the central government and the municipality in terms of operations for solving bug of the people in the area, policy setting, and various development plans. It aims to create repetition, which will assist the central government formulate policies that can back up the municipality's policy. Considering the central government will know data from the report of the awarding and help the central government know that what needs of residents have been developed? And the municipality has a policy for such development or non? Which cardinal government must support the municipality'southward policy? This acknowledged information volition assistance the key authorities formulate policies parallel with the policy and the local development programme accordingly and be implemented more efficiently.
v.3 Applications and work processes related to the implementation of social media
From the models presented past this written report, information technology is found that social media can increment the efficiency of municipal assistants in promoting civic date and local governance. Fundamental governments and municipalities should work together to create an application. It should exist designed to accept unique characteristics, which can support all types of social media applications that people employ today, whether using YouTube, LINE, Twitter or Facebook, etc. The application must be compatible with all types of social media to receive complaints and recommendations for the evolution (Openness) and human action equally the cardinal processor that tin can be converted from anywhere. The denizen tin can use social media as the medium for sending the information right to the mayor, the agency'southward head, including sending the information back to the people who own the complaint and those suggestions directly. There is no need to switch to the application or other kinds of social media by the people. But they tin use the social media that they regularly use to communicate with the municipality (Uniqueness) by this application. It volition deed in information direction to facilitate all parties to work together without creating an boosted burden on all parties involved (Openness).
For instance, when people are faced with a trouble that needs to be solved or help from the municipality. They just use their mobile phones or computers regularly used to transmit data via social media, where they are most convenient to send such information to municipalities. The municipality then takes information into the application to connect with information to the mayor and the head of the agency involved in solving those problems. People will be able to apply the awarding to keep track of information related to the activity taken by the municipality by the primal application volition send information on the progress of operations back through the social media that the public uses to ship the data straight.
In addition, the applications will serve as a link for information and news between municipalities, provincial government agencies, and the central government (Sharing). Information technology is responsible for submitting complaints and various needs to the regional agencies and the center, which can be used to formulate policies, programs, and projects that will non exist duplicated with the local development policy that the municipality has already implemented. But this information can formulate policies or programs for various projects that will raise the efficiency of municipal operations. This application will assist the operation resolve the problem and respond to the needs of the people in the surface area more than successfully.
Some other do good of using social media that this report offers is that the central authorities agency can use the information nerveless by the application to monitor municipal operations (Sharing). Because of the linkage system between the municipality's application with the central government, it gives a tool to the central government to know some other part of the municipality's functioning and implement the regular operational supervision system already in place. The various departments of the fundamental authorities will exist able to use the data in consultation or bring together in formulating guidelines for monitoring and promoting the municipality's performance appropriately. Social media tin reduce wasted time and the operational upkeep of government agencies in the central authorities and the municipality.
The reward of using an application is an application can suit the use of social media with different features to exist compatible with the cardinal awarding (Uniqueness). This apply will facilitate the people to use it well considering information technology gives the user the feeling that it is easy to use. People can utilise social media in a style that they are already familiar with the employ. In that location is no demand to adjust the method of use or must modify the application in whatever fashion. The feature also reduces the impact on government officials and municipal officials rejecting their utilize since this system does not create additional business. At that place will exist a unit inside the municipality responsible for administering this system equally a facilitator for applying the application. It is an agency that facilitates communication with the people, which will enable authorities officials and officials of diverse departments within the municipality to fulfill their chief duties and responsibilities in solving problems for the people. Traditionally, it will raise the performance of government officials and municipal officials to meet the needs of the people more efficiently.
Another reward is that using such applications allows the public to utilise the various tools and various social media applications to send data nigh complaints or various suggestions directly to the awarding (Openness). After that, the application volition display the progress of the municipal problem-solving operations. Data will be displayed in the system so that the public can come in and sentry at any time. People can obtain data on their own. In which such opportunities volition assistance to increase the credence of social media amongst people as well. This approach can optimize how social media is used to suit better how people use them (Uniqueness).
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half-dozen. Decision
This affiliate tin can analyze all the to a higher place studies against the proposed model to develop social media usage. This written report proposes that there must be functional characteristics that are consequent with primal principles iv. That is, it can be shared (Sharing), can be used openness (Openness), practical use for space (Uniqueness), building partnerships in piece of work. (Partnership), besides known as the SOUP model. This affiliate demonstrates how the municipality can strengthen social media to foster denizen engagement and develop local governance in Table iii.
| Principles | Concepts | Implementations |
|---|---|---|
| Sharing (Due south) | A link of data and news between municipalities with provincial government agencies and the central government | A center for collecting information about complaints and various suggestions of the people to government agencies to utilize in the conception of policies, plans, and projects |
| The data collected by the awarding tin can be used to monitor municipal operations. | Apply the information in consultation or jointly formulate guidelines for monitoring and promoting the operation of the municipality | |
| Openness (O) | The application can support all types of social media applications commonly used by people today. | They are facilitating all parties to work together without creating additional burdens on all parties involved. |
| Uniqueness (U) | People can utilize the social media they regularly utilise as a means of communicating with municipalities. | A central processing unit that tin can convert any kind of social media information for mutual benefit |
| It is easy to use. | It is an implementation that can adjust the apply of social media with different features to be compatible with the application of municipal. | |
| Partnership (P) | Helping all parties to receive information and news equally and all the time | All parties human activity together as a recipient and information sender |
| Departments have operational guidelines that empower the performance of each other systematically | Organizations tin can know each other'southward information, which will help each organization to define policies that tin be used for evolution consistently and efficiently. |
Tabular array 3.
Summarizes the results of comparative data analysis between social media usage and SOUP principles.
The data assay showed that the SOUP has some qualifications that enable municipalities to increase their capacity for action in promoting the participation of citizens. Because the municipality can provide more channels for citizens to access the management of public affairs [22, 23], the municipalities can use social media to process information that the public wishes to offer direct using the municipal application to convert all subsections [24, 25, 26]. The public does not need to alter whatsoever method of use. They Just utilise the social media that yous utilise regularly and send it to social media at the municipality. The application is a specially developed tool for the development of advice systems between citizens and municipalities. The awarding works as a source of data to the internal departments and local administrators. This application will speed the collaboration between citizens and municipalities to employ social media to contact and transport data to locals [27, 28]. This application will exist a central processing tool to evangelize the people'southward information straight to the mayor and responsible agencies within the municipality and at the same time. This application volition enable the use of all related information. And all parties can track progress or the results of all articulation actions [29, 30]. The municipality will process the application and report results to at least 4 stakeholders, including 1 is sent to the responsible agency. The second is sent to the mayor. The tertiary is sent to the federal government. The 4th is to send information technology back to the people who ain the affair. Therefore, all parties involved will be able to investigate all operations together jointly. Even the fundamental authorities can recognize it [31, 32]. Social media volition link the cosmetic process [33, 34, 35].
This system will back up the public to ensure that the municipality will put various suggestions into operation. Because when the government agency has received the matter, the application will immediately written report the results to the people who send the information directly. Referring to the people who own the story, they will know that what he proposed was met with some degree of response from the municipality. People were able to utilise the application in monitoring the progress of the municipality's operations in the matter that they are proposing or other matters that they are interested in post-obit. This operating organisation volition help both the public and the municipality work together efficiently and closer [36, 37]. Because information technology volition facilitate the public no longer take to come to contact the regime in person. People can see it on their mobile phones or any other personal communication tool. This application will be the manager of all information, which means that the application tin can be developed or adapted for municipalities to promote their work with their people better.
Nevertheless, this kind of use is notwithstanding express, namely the laws and regulations relevant to the municipality'due south functioning. As a result, municipalities may not fully utilize all the data they receive from their citizens via social media. Nevertheless, the open use may bear upon the annual authoritative costs of municipal. Because obtaining certain types of information that exercise not meet the needs of use makes municipalities more crushing regarding operating fourth dimension and budget expenditures in screening data received from citizens to extract only information that tin can be utilized. In addition, there are concerns about the use of social media regarding the coordination system within the organization, which is nonetheless not a usual bureaucratic exercise. Adaptation to support this kind of work. As a result, municipal authorities are unable to establish coordination practices that are not yet clear enough to foster collaboration in the form of complementary support or to empowerment performance of each other And each other systematically.
To increase the efficiency of the internal management system in supporting the use of social media. This report suggests the fundamental government' agencies need to review and revise guidelines to support municipal use. It may exist in conjunction with the municipality to define as a measure of functioning to be used as a basis for monitoring and evaluating the municipality'south performance, including consultation to advise the municipality to ameliorate and develop authoritative processes. These operations tin can increase the efficiency of the municipality's use of social media. At the same time, they may bring together municipalities in using social media as a regulatory tool. This implementation will create savings in the budget of the municipal administration likewise.
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Acknowledgments
This chapter is a office of the enquiry project championship Social media evolution for dealing with complaints and promoting public participation in public policymaking of local regime organizations.' This project was granted by Thailand Science, Research, and Innovation (TSRI). Contract No. RGU6280012.
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Submitted: May 6th, 2021 Reviewed: May 28th, 2021 Published: June 28th, 2021
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