Social Media and Web 2.0 for Rethinking E-Government Maturity Models

In this chapter, the authors argue that social media and Web 2.0 technologies have the potential to enhance government responsiveness, representation, citizen participation, and overall satisfaction with the public policy-making process. To do that, this chapter suggests the dialectical approach of a new E-government maturity model through both New Public Service and Social Construction of Public Administration views. Then, they provide guidance to practitioners who are responsible for developing social media and Web 2.0 strategies for public service organizations. Finally, to provide guidelines for public administrators, this chapter argues that the “public sphere” should be redefined by citizen’s online social networking activities with public administrators and capacity building activities among practitioners in public service agencies through their use of social media and Web 2.0 tools.