The objective of this memo is to analyze the effectiveness of the government using social media and the Internet to ensure transparency in service delivery. In the past, print media has been the most preferred mode of communication between the government and the citizens. However, this preference has changed with the Information Technology revolution of the 21st Century. Most governments have adopted social media and other Internet platforms as a way of communicating with the citizens (Bertot, Jaeger, & Grimes, 2010).
This move has led to the creation of e-government where the citizens can interact with the different government agencies on matters to do with service delivery. Transparency in service delivery is one of the key pillars that support any functional government especially in the wake of corruption and misuse of resources in government agencies and public institutions. Therefore, the government has to communicate and polish the public with all relevant information on service delivery and operations.
The concept of transparency, information, government
The democratic space has been growing since the end of the Second World and by December 2004, 59 countries had enacted laws on freedom of information (Relly & Sabharwal, 2009). Such laws ensure that citizens can access information regarding government undertakings and especially on service delivery. In the wake of corruption cases that riddled many nations after the Second World War, citizens were interested in knowing how governments work.
This knowledge could only be gained by accessing information on how governments function in service delivery to the citizens. Therefore, the concept of transparency was born and the passing of laws on freedom of information obligated governments to avail the necessary data to the citizens (Bertot, Jaeger, Munson, & Glaisyer, 2010). As mentioned earlier, the print media was the most preferred mode of communication. However, the 21st Century experienced a revolution in the Information and Technology (ICT) sector. The birth of the Internet and social media changed the way governments interacted with the citizens.
Social media, the Internet, and the government
Before the birth of the different social media platforms, governments used other Internet platforms like websites for communication. For instance, in the United States, the E-Government Act of 2002 led to the creation of a government website [whitehouse.gov/omb/e-gov/] to facilitate the streamlining of government operations, transparency, and service delivery to the citizens. However, most individuals were not in a position to access the website probably due to the lack of knowledge about the existence of the platform.
However, with the evolution of social media, most citizens became users and within a short period, millions of individuals were using different online social platforms including Facebook and Twitter among others. The current government has taken several key steps towards the incorporation of social media to foster open governance coupled with enhancing the participation of the public in the decision-making process. The government has directed its agencies to come up with different social media models to ensure that the public is aware of the processes involved in policymaking and seek solutions from the citizens.
The current social models that the government is pursuing seek to streamline how the public accesses information coupled with creating a feedback mechanism where the citizens can air their views (Sandoval-Almazan & Gil-Garcia, 2012). Besides, the government understands that the public is the ultimate beneficiary of the different policies that are implemented. Therefore, the government acknowledges the participation of the public in finding solutions to the different issues that need to be addressed. Consequently, different government agencies have adopted the use of the social media platforms to communicate to the public.
On these platforms, the agencies give tutorials on how to access relevant information and content coupled with describing the different services offered and highlighting current events. For instance, the Veterans Administration (VA) created a Facebook page where veterans can access information concerning their welfare and air views on the pertinent issues that they experience in life. Similarly, every government agency has created an interactive website where the public can access information on different issues. For instance, the National Archives and Records Administration (NARA) created the Federal Register website, which is highly interactive and it can be accessed using most electronic devices including computers and mobile phones, which are popular amongst the citizens.
The social media and the Internet have broken the boundaries that existed between the government and the public on matters to do with service delivery and transparency. Initially, the government would make and implement policies without the thorough engagement of the public. However, in the contemporary times, the public gives suggestions to the government concerning issues affecting them. For instance, the concept of local reporting is gaining popularity where communities report to the government concerning the different issues happening in their neighborhood. In summary, the Internet and social media have redefined how the government interacts with the public by fostering participation and transparency in service delivery.
Challenges associated with social media and the Internet
One of the greatest challenges of using social media and the Internet to ensure transparency in service delivery is the redefinition of government boundaries. With the seamless interaction between the government and the public, it becomes unclear on where the involved communities should stop for the government to take over (Jaeger & Bertot, 2010). In other words, there has been confusion when defining the functions of different government agencies in the wake of public participation.
The other problem is the incorporation of public participation in governance. While the government can get feedback from the public through social media participation, the current laws do not cover the incorporation of such information into regulations and legislation. Finally, the use of social media and the Internet for transparency in service delivery poses the risk of polarization. In this case, when the public has the freedom to choose from a wide range of information, some individuals will be biased by selecting what is agreeable and disregarding that which does not align with their preferences. Such individuals may come up with conspiracy theories, which affect transparency, thus the process becomes counterproductive.
Alternatives of social media
The presenting problem on issues to do with transparency in service delivery by the government is the issue of communication. The government has to communicate to the public as a way of ensuring transparency. Therefore, the main issue here is the modality that the government chooses to execute its communication obligations. In this case, the most viable alternative is the use of the print media. For a long time, the print media was the most preferred mode of communication. Print media incorporates the use of circulars, reports, magazines, and newspapers among others.
However, the challenges with this form of communication its expensiveness and the limited number of individuals that can be reached. For instance, the American population is projected to be over 322 million and reaching even a quarter of that number through the print media would be time-consuming, cumbersome, and expensive. Besides, the distribution of print media would face logistical challenges, and thus the intended consumers of the information may not be in a position to access news in time.
Comparison of the alternatives
Disseminating information using social media and the Internet is cheaper as compared the print media. The costs involved in running social media and other Internet platforms are minimal as opposed to the print media where papers have to be manufactured and printed in volumes. Additionally, social media and the Internet platforms are timesaving, and the public receives news and events as they happen. On the other side, the logistics involved in distributing print media may delay the delivery of such information to the intended consumers. Moreover, social media and the Internet allow the public to give immediate feedback, which the government can access in real time, but print media does not avail this option.
Conclusion
Social media and the Internet offer the best alternative in ensuring transparency in service provision by the government. Currently, the US government has implemented several initiatives to promote public participation using social media and the Internet. Going forward, the government needs to ensure that all citizens can access free high-speed Internet or at affordable costs. The print media has numerous challenges, thus it would be an ineffective way of availing government information to the citizens in the 21st Century.
References
Bertot, C., Jaeger, T., & Grimes, J. (2010). Using ICTs to create a culture of transparency: E-government and social media as openness and anti-corruption tools for societies. Government information quarterly, 27(3), 264-271.
Bertot, C., Jaeger, T., Munson, S., & Glaisyer, T. (2010). Social media technology and government transparency.Computer, 43(11), 53-59.
Jaeger, T., & Bertot, C. (2010). Transparency and technological change: Ensuring equal and sustained public access to government information. Government Information Quarterly, 27(4), 371-376.
Relly, E., & Sabharwal, M. (2009). Perceptions of transparency of government policymaking: A cross-national study. Government Information Quarterly, 26(1), 148−157.
Sandoval-Almazan, R., & Gil-Garcia, J. (2012). Are government internet portals evolving towards more interaction, participation, and collaboration? Revisiting the rhetoric of e-government among municipalities.Government Information Quarterly, 29(1), 72-81.