Social media in the public sector: perceived benefits, costs and strategic alternatives

  • Authors:

  • Sergio Picazo-Vela;Isis Gutiérrez-Martinez;Luis F. Luna-Reyes

  • Affiliations:

  • Universidad de las Americas Puebla, Cholula, Mexico;Universidad de las Americas Puebla, Cholula, Mexico;Universidad de las Americas Puebla, Cholula, Mexico

  • Venue:
  • Proceedings of the 12th Annual International Digital Government Research Conference: Digital Government Innovation in Challenging Times
  • Year:
  • 2011

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Abstract

Social Media such as blogs, microblogs or electronic social networks are believed to transform the ways in which we relate to other individuals and organizations. In fact, government organizations around the world are experimenting with the use of some of these tools to relate with their constituencies, and many analysts look in these media a powerful set of tools to reinvent government-citizen relationships. In this paper, we present the perceptions of risks, benefits and strategic guidelines gathered from about 250 public managers from Central Mexico. The main conclusions of the analysis are: 1) that governments' participation in social media may result in several benefits; 2) it is very important to develop a good implementation strategy to realize the benefits and to avoid risks; and 3) implementation of social media applications highlights the importance of updating laws and regulations, as well as promoting changes in culture and practices in government.