Government 2.0: Government-Citizen Engagement through Social Media in Pakistan

Abstract

This study aims to analyze how the Pakistani public engages with e-government, particularly at the local government level. The research focuses on the social media tools utilized by selected institutions, their social media management practices, institutional policies, and the impact of their initiatives. The study highlights the limited responsiveness of Pakistanis towards e-government adoption. The study shows that Pakistani government institutions are increasingly using social media platforms to engage with the public, establish connections, and receive feedback. However, certain departments need to transition to online platforms, necessitating more digital integration. Government social media administrators include CEOs, regional directors, information officers, and media officers, highlighting the complexity of public sector social media management. The study indicates that numerous social media management departments use data to highlight teamwork but have fewer senior female officers. The most commonly used social media platforms by government agencies are Facebook, official websites, and WhatsApp. Meeting citizens' expectations requires addressing issues, responding to queries, and maximizing the potential of social media. However, despite the popularity of social media, residents still prefer contacting government entities by phone and in person. Therefore, the study emphasizes the importance of clear social media policies for government bodies. The study underscores the need for government institutions to adapt their social media strategies based on public preferences. The report suggests that standard operating procedures (SOPs), varied social media teams, and explicit government social media laws can help improve the situation. The study provides a reliable framework for future research and legislation on government-citizen social media engagement, although it primarily reflects government officials' viewpoints.