A framework for interpreting social media interactions in the public sector

By Ines Mergel. Government Information Quarterly, 2013

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How researchers see this paper

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Using social media to enhance citizen engagement with local government: Twitter or Facebook? (2018, background): “In this context, social media offer governments the opportunity to integrate citizens’ information and opinions into the policymaking process in innovative ways and thus increase transparency through the exchange of information via social media (Bertot et al., 2010; Mergel, 2013b).”
Smart governance in the context of smart cities: A literature review (2018, background): “…unstructured and ever-growing data is represented by social media data and feedback which are increasingly being used by governments to communicate with citizens and implement forms of citizen-centric governance, see Section 3.1.2 (and see Barnes et al., 2008; Bekkers et al., 2013; Mergel, 2013).”