Abstract

In this paper we present an exploratory and inductive qualitative content analysis on the type of questions that are asked by page users on a local government Facebook page. Out of the 127 analyzed posts the results show that users are first of all asking questions about infrastructure, sports and leisure, and services. Altogether these three categories are identified in just under 52 per cent of the analyzed posts. The implication is that managements who know what type of questions are asked on their Facebook pages can be better prepared to answer these type of questions. In the long run, knowing the type of questions asked by the users could also be incorporated in the requirements (cf. co-design) for design and development of new services and/or information systems, thereby improving both the requirements and the implemented service and/or information system.

Recommended Citation

Bellström, P. (2017). What do Page Users Ask About? A Content Analysis of Page User Posts on a Local Government Facebook Page. In Paspallis, N., Raspopoulos, M. Barry, M. Lang, H. Linger, & C. Schneider (Eds.), Information Systems Development: Advances in Methods, Tools and Management (ISD2017 Proceedings). Larnaca, Cyprus: University of Central Lancashire Cyprus. ISBN: 978-9963-2288-3-6. http://aisel.aisnet.org/isd2014/proceedings2017/General/5.

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What do Page Users Ask About? A Content Analysis of Page User Posts on a Local Government Facebook Page

In this paper we present an exploratory and inductive qualitative content analysis on the type of questions that are asked by page users on a local government Facebook page. Out of the 127 analyzed posts the results show that users are first of all asking questions about infrastructure, sports and leisure, and services. Altogether these three categories are identified in just under 52 per cent of the analyzed posts. The implication is that managements who know what type of questions are asked on their Facebook pages can be better prepared to answer these type of questions. In the long run, knowing the type of questions asked by the users could also be incorporated in the requirements (cf. co-design) for design and development of new services and/or information systems, thereby improving both the requirements and the implemented service and/or information system.