Abstract
This study investigated how social media is used by a municipal government agency for communication of citizen coproduction initiatives, through social media content analysis of the government’s official Twitter account. This article identified that the dominant form of social media coproduction in the Bandung municipal government in Indonesia is government-to-citizen (G2C) interaction, focused primarily on informing and nudging (86.62%) citizens, as well as some limited elements of citizen-to-government (C2G) communication, such as citizen sourcing and citizen reporting (8.96%). The municipal government uses various visual tools on Twitter to disseminate G2C information and convey its messages. Regarding the phase of the service cycle, this study found that the majority of social media communications are related to co-assessment (52.26%) and co-designing (42.24%), with a limited number of tweets about co-delivery (3.25%). Based on these findings, this article discusses the shifting relationship between government and citizens brought on by the adoption of this social media platform in its service delivery arrangement.
Highlights
The increasing complexity of socioeconomic problems and budget constraints caused by the “new fiscal ice age” has encouraged governments to adjust the ways in which public services are produced and delivered (Gazley et al 2020; Kiewiet and McCubbins 2014)
This research asks the following questions: What types of citizen coproduction are observed in a municipal government’s social media platform? To what extent does the adoption of Twitter leverage two-way communication between government and citizens regarding citizen coproduction with the municipal government?
This study investigated a municipal government’s use of social media for citizen coproduction in public works service delivery by examining its adoption and use of the platform Twitter
Summary
The increasing complexity of socioeconomic problems and budget constraints caused by the “new fiscal ice age” has encouraged governments to adjust the ways in which public services are produced and delivered (Gazley et al 2020; Kiewiet and McCubbins 2014). Ostrom (1996) broadly defined coproduction as occurring when the production process of public goods and services involves inputs from citizens. In Indonesia, local governments have adopted social media, such as Twitter, as a tool for improving citizen engagement and coproduction in public service delivery. In 2013, the Bandung mayor instructed every local government agency to adopt Twitter as a mandatory two-way communication channel between government agencies and citizens (Kishnani 2014), as part of a broader smart city project that looked to reduce the distance between government and citizens and improve collaboration. By using social media as the communication channel, the Bandung municipality hoped to offer citizens more direct access to the government on a real-time basis, as well as an opportunity to contribute to service delivery
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
