Abstract

Government agencies, including municipalities around the globe, have begun using various social media applications to provide useful and even innovative services to citizens through fostering an improved engagement with them. The success of government agencies in creating and delivering innovative services is often interpreted using the lens of public value. Despite a growth in the scholarly literature on social media and public value, scant attention has so far been paid by IS and e-government scholars to explain how citizens government officials alike perceive public value created by social media applications. We thus report on the development of an initial research model to explain public value creation using social media applications. We further refine the model using an online focus group (OFG) comprising eight participants from three groups: academics, government officials, and citizen representatives.

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