Digitization in Cities and the Public Sector

Paper Type

Complete

Paper Number

2114

Description

Government agencies are using social media in an ad-hoc manner for bi-directional broadcast style communication, rather than systematic and deep engagement through open participation for co-creating value. However, capabilities and practices of participation for value creation is less understood for an increasingly networked government ecosystem. This calls for the need of a structured social engagement framework for government agencies. Thus, based on an empirical analysis of over 68 federal government Facebook pages, this paper presents insights on online engagement and levels of maturity among Australian federal government Facebook pages. Informed through engagement research and social architecture lens, we propose an empirically bounded government Facebook engagement framework (GFEF) that has implications and recommendations for agency benchmarking and social engagement capability building.

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Dec 14th, 12:00 AM

A Social Engagement Framework for the Government Ecosystem: Insights from Australian Government Facebook Pages

Government agencies are using social media in an ad-hoc manner for bi-directional broadcast style communication, rather than systematic and deep engagement through open participation for co-creating value. However, capabilities and practices of participation for value creation is less understood for an increasingly networked government ecosystem. This calls for the need of a structured social engagement framework for government agencies. Thus, based on an empirical analysis of over 68 federal government Facebook pages, this paper presents insights on online engagement and levels of maturity among Australian federal government Facebook pages. Informed through engagement research and social architecture lens, we propose an empirically bounded government Facebook engagement framework (GFEF) that has implications and recommendations for agency benchmarking and social engagement capability building.

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