Opportunities and Challenges of Using Web 2.0 Technologies in Government
Public administration has endured signification transformation over the last decade enabled largely through Information and Communication Technology. In recent times, second generation web technologies (Web 2.0) such as social media and networking sites a
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Abstract. Public administration has endured signification transformation over the last decade enabled largely through Information and Communication Technology. In recent times, second generation web technologies (Web 2.0) such as social media and networking sites are increasingly being used by governments for its digital activities ranging from public relations to knowledge management. However, as Web 2.0 technologies are more interactive than the traditional models of information provision or creation of digital services, these technologies have brought about a new set of opportunities and challenges to those government authorities. This study draws on the extant literature to examine the opportunities that Web 2.0 technologies offer to public authorities and the challenges they may need to overcome when integrating these technologies into their work practices. Keywords: Web 2.0 government
Social media
Opportunities
Challenges
Digital
1 Introduction Governments around the world have placed great emphasis on ensuring they exploit the power of rapidly evolving ICTs to transform both internal operations and the external delivery of its services [9, 11, 23]. The use of a broad class of technologies ranging from personal computers to mobile devices has enabled governments to offer convenient and enhanced accessibility to government services and information to citizens, businesses and governmental units [44]. The internet and the developments around Web in particular has been able to provide a new generation of instruments to facilitate social networking, information sharing and collaborative work [24, 31, 38]. It has opened new sets of possibilities for governments, ranging from the joint production of public services in cooperation with citizens, social organisations and businesses, from the wide distribution and re-use of government information to the introduction of new forms of democratic participation. Governments are aware of these new possibilities and have actively started exploring them. However, the use of ICT in government and public services is about far more than simply introducing new technologies and involves major changes in internal organisational structures as well as the need to convince potential users that digital government is in their interests [28]. Despite © IFIP International Federation for Information Processing 2016 Published by Springer International Publishing Switzerland 2016. All Rights Reserved Y.K. Dwivedi et al. (Eds.): I3E 2016, LNCS 9844, pp. 594–606, 2016. DOI: 10.1007/978-3-319-45234-0_53
Opportunities and Challenges of Using Web 2.0 Technologies
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spending enormous amounts on web-based initiatives, government agencies often fail to meet users’ needs online. Baumgarten and Chui [4] posit that this trend can be reversed by employing new governance models and embracing user participation through second generation web based technologies that extend beyond one-to-one digital communication. However, in order to do this, government agencies will need to assess the
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