PACIS 2019 Proceedings


Government agencies including municipalities around the globe have begun using various social media applications to provide useful and even innovative services and create engagement with citizens. The success of government agencies to creating engagement and delivery of 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 to explain how citizens themselves or their representatives (known as citizen representatives) perceive public value created by social media through delivery services and fostering citizen-government engagement. To address this concern, in this paper we report on the development of a conceptual model to explain public value creation using social media applications. We further present an empirical evaluation of the model using the viewpoints of citizen representatives at a large municipality council in Saudi Arabia. The implications of the findings are then outlined.