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Unveiling the Dynamics of Public Value Creation on Social Media: A New Zealand Perspective

  • In the past decade, social media has revolutionized how governments create public value through online communication and collaboration with citizens. Despite this, academic literature still lacks a comprehensive understanding of how public value is disseminated via social media. This research delves into the process of public value creation on social media in New Zealand, a leading country in leveraging social media for government-to-citizen communication, particularly during crises. The study seeks to answer two questions about creating or eroding public value over social media. The first question investigates the socio-demographic factors correlating with citizens' varying perceptions of public value from social media adoption. The findings suggest that citizens with similar public value perceptions share common socio-demographic characteristics, such as age, gender, education, trust in government, platform usage, and following government accounts. The study also reveals differences in public value perceptions based on the platform type, with platforms like Twitter garnering more positive public value perceptions than Facebook. The second question examines how using social media in government can enhance or diminish public value perceptions among citizens. The research constructs a causal model where specific social media practices during peaceful and crisis times, along with the engagement of external stakeholders, lead to increased perceptions of public value creation. The study also uncovers two causal mechanisms for the erosion of public value. In the first model, government reactions to opposing opinions on social media, such as hiding or removing comments, result in low public value perceptions. The second model shows that over-posting or posting irrelevant information can reduce citizens’ trust in the government, limit government posts' reach, and lower public value perception. This research encourages future studies to replicate the experiment across various platforms and countries to better understand how public value can be created or eroded over social media.

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Metadaten
Document Type:Doctoral Thesis
Language:English
Author(s):Haytham Mones
Advisor:Luciana Cingolani, Somya Joshi, Mona Krewel
Hertie Collections (Serial Number):Dissertations submitted to the Hertie School (01/2024)
Publication year:2024
Publishing Institution:Hertie School
Granting Institution:Hertie School
Thesis date:2023/11/06
Number pages:277
DOI:https://doi.org/10.48462/opus4-5209
Release Date:2024/01/05
Notes:
Shelf mark: 2024D001 + 2024D001+1
Hertie School Research:Publications PhD Researchers
Licence of document (German):Creative Commons - CC BY - 4.0 International
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