Mobile instant messaging services in the local governments: citizens’ uses of the WhatsApp services of the Spanish City Councils

Abstract

Mobile instant messaging services such as WhatsApp have become increasingly relevant among citizens in recent years. By a quantitative approach based on a survey (n=1,202), our objective is to find out why citizens use WhatsApp and, to be more specific, why they use the WhatsApp service offered by the city council of the municipality of residence where they live. The results show how age, gender, and the respondents' educational level are related to the different uses they make of WhatsApp, especially concerning actions related to participation. Second, the local government WhatsApp service still has an intermediate penetration among citizens, so there is much room for improvement. Finally, the data reveals that age and gender determine the uses of the City Council WhatsApp service. These findings provide interesting data for local governments to improve the relationship with citizens through this mobile communication tool.