Adoption of Social Media as Communication Channels in Government Agencies: Factors Affecting Citizens’ use of Social Media to Communicate with the Government: A Proposed Model

Reemiah Alotaibi, H. Muthu, Ah-Lian Kor, Amin Hosseinian-Far

Research output: Chapter in Book/Report/Conference proceedingChapter


Social media has become an integral part of many people's lives around the world. The main use of this communication channel is to connect with social circles. It is also widely used for commercial and business purposes. Governments are also keen to use social media as an alternative to the traditional communication channels. Nonetheless, when the level of use of social media in the government is compared to other fields, a clear gap becomes apparent. This chapter investigates the adoption of social media as a communication channel between citizens, public agencies and government departments; and considers a wide range of factors that affect the issue from the perspective of public agencies. This chapter presents an extensive literature review and proposes a framework that organises the critical factors that affect public agencies' efforts while implementing social media. We also provide a list of hypotheses to validate and evaluate the significance of these factors.
Original languageUndefined/Unknown
Title of host publicationCloud Computing Technologies for Connected Government
EditorsZaigham Mahmood
PublisherIGI Global Publishing
Number of pages12
ISBN (Print)9781466686298
Publication statusPublished - 31 Aug 2015


  • Government 2.0
  • Citizen
  • Web 2.0
  • Social Media

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