Exploring Citizens' Perceptions of Social Media Use in E-governance in Punjab

Abstract

Social media is becoming a vital Web 2.0 technology for the effective implementation of e-governance initiatives in various countries around the world. With the vision of the Government of India in creating a digitally empowered nation, it notified a framework and guideline for the use of social media for public engagement and service delivery in both the centre and states. Although studies have given considerable attention to how e-government enhances public engagement and service delivery, few studies exist on the use of social media for the effective implementation of e-governance, especially in the case of Punjab. This study assesses the use of social media by government organizations in Punjab with the aid of Sociotechnical Theory and the concept of Social Capital and Social Cognitive Theory. The study deployed a quantitative research design to analyze and discuss primary and secondary data. The study also dwelled on a research strategy that allows the study of two organizations in Punjab. The study found that the Government of Punjab has made tremendous committed to digitalize the public sector under its vision of Digital Punjab. The study reveals that the Punjab Government and several other public agencies use Facebook and Twitter to engage the general citizenry. However, the study reveals some pitfalls associated with the use of social media by government organizations in Punjab. There is a general awareness on the framework and guideline among the general citizenry but most citizen-end-users intimated of the unnavigability and non-user-friendliness of these social media platforms. Citizen-end-users also indicated that social media use offer enormous benefits, and thus, could lead to transformation in public service delivery. Some of the benefits include participation in governance, increased bureaucratic efficiency, and building a better relationship with the public. Despite these benefits, the study identified poor internet connectivity, preference for non-regional languages and cyber-attacks and other security threats as some of the challenges to the effective use of social media by government organizations. Finally, the study recommends strong political leadership and devotion of public officials as a significant step in ensuring long-term sustainable use of social media in e-governance in Punjab.