A Conceptual Model of the Challenges of Social Media Big Data for Citizen e-Participation: A Systematic Review

Abstract

The emergence of Citizen Relationship Management (CzRM) for government plays a central role in developing citizen relationships and e-participation. As such, the South African government has shown its commitment towards citizenry and the provision of effective service delivery. Social Media Analytics (SMA) has emerged as a potential new solution to support decision-making for service delivery in CzRM. It is believed that the demand for SMA adoption will increasingly rise. However, the reality of social media Big Data comes with the challenges of analysing it in a way that brings Big Value. The purpose of this paper is to identify the challenges of social media Big Data Analytics (BDA) and to incorporate these in a conceptual model that can be used by governments to support the e-participation of citizens. The model was developed through a systematic literature review (SLR). The findings revealed that data challenges relate to designing an optimal architecture for analysing data that caters for both historic data and real-time data at the same time.

Factors affecting Big Data adoption in a government organisation in the Western Cape

“…Also, BD is not only about a matter of size, but also an opportunity to find insights in new and emerging types of data and content to make useful decisions (Taleb, Serhani & Dssouli 2018). Big Data is not a single technology but a combination of technologies and processes that support organisational data analytical processes to gain insight while effectively handling data load and storage problems (Yakobi, Scholtz & Vom Berg 2020). The characteristics of BD were previously defined through a 3V model as high volume, high velocity and high variety of information assets that demand cost-effective, innovative forms of information processing for enhanced insight and decision-making (Desai 2018).…”