A social engagement framework for the government ecosystem: Insights from australian government facebook pages
- Publisher:
- AISEL
- Publication Type:
- Conference Proceeding
- Citation:
- ICIS 2020 Proceedings ICIS 2020 Proceedings, 2020
- Issue Date:
- 2020-01-01
Closed Access
Filename | Description | Size | |||
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ICIS 2020 formatted revision -Camera Ready.pdf | Published version | 1.06 MB |
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Government agencies are using social media in an ad-hoc manner for bi-directional broadcast style communication, rather than systematic and deep engagement through open participation for co-creating value. However, capabilities and practices of participation for value creation is less understood for an increasingly networked government ecosystem. This calls for the need of a structured social engagement framework for government agencies. Thus, based on an empirical analysis of over 68 federal government Facebook pages, this paper presents insights on online engagement and levels of maturity among Australian federal government Facebook pages. Informed through engagement research and social architecture lens, we propose an empirically bounded government Facebook engagement framework (GFEF) that has implications and recommendations for agency benchmarking and social engagement capability building.
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