The role of social media in e-Government: systematic literature review and case of Jordan

Abstract

Social media has become a new revolution in communications and most governments around the world use these platforms as two-way communication between them and the citizens. The Jordanian government started using these platforms early, so this paper came to examine the Jordanian's practice on these platforms. The paper use two way of analysis, the first one was a systematic literature review in the largest two databases (Scopus and Web of Science). After the literature has been analysed and the paper found the best practices for governments around the world, three main determinants were identified for any government to start the use of social media (presence, up to date information and interaction). The most popular Jordanian's social platforms (Facebook, Twitter, and YouTube) have been selected to start the analyses and 52 Jordanian governmental institutions (all the 25 ministries and 27 institutions belong to the prime ministry) have been analysed. After the institutions' websites and their pages or accounts on social media platforms scanned and analysed, most of the institutions have fulfilled the first two criteria (presence) and 77% shows that they have appearances on social media and (up to date information) 67% of the institutions regularly updated their information. But for the last criteria (interaction) we have found that the institutions still need to improve their interactions with the citizens since the results showed only 38% of these institutions have interaction on their pages or accounts on social media.

Information needs and seeking behaviors of Israeli citizens during the COVID-19 outbreak

“…, 2018). With the increased use of social media in the last decade and their central status in various cultures and countries, they are perceived as providing an effective way to directly transfer up-to-date knowledge in order to meet citizens' various information needs (Aburumman and Szilágyi, 2020; Ayanso and Moyers, 2020). Although, not all public organizations have adopted social media as their main communication tool (Mabillard et al.…”

“…Accurate and reliable government communication can help meet the information needs of citizens, when it comes to facts about rights, obligations, and life in a democratic society (Gintova, 2019;Hong et al, 2018). With the increased use of social media in the last decade and their central status in various cultures and countries, they are perceived as providing an effective way to directly transfer up-to-date knowledge in order to meet citizens' various information needs (Aburumman and Szil agyi, 2020;Ayanso and Moyers, 2020). Although, not all public organizations have adopted social media as their main communication tool (Mabillard et al, 2021), most government organizations have already implemented at least one social technology or are in the process of implementing it (Criado and Villodre, 2021).…”

The users’ point of view: towards a model of government information behavior on social media

“…Many global government ministries and public organizations operate a digital presence on a variety of international social networks ( Aburumman and Szilágyi, 2020 ; Bonsón et al., 2015 ; DePaula et al., 2018 ; Faber et al., 2020 ; Gintova 2019 ). Through online social platforms such as Facebook or Twitter , they can connect with their citizens in the digital sphere, and thus provide additional information about various activities and policies ( DePaula et al., 2018 ; Faber et al., 2020 ; Mabillard et al., 2021 ; Yavetz and Aharony 2020 ).…”