RT Journal Article
T1 Delivering public services through social media in European local governments. An interpretative framework using semantic algorithms
A1 Criado, J. Ignacio
A1 Villodre, Julián
K1 Local government
K1 Public service delivery
K1 Machine learning
K1 Natural language processing
K1 Social media
K1 Twitter
AB Social media adoption by public administrations is usually related to the promotion of transparency, participation and collaboration. However, less attention has been paid to the utilisation of social media for public service delivery. Hence, this paper explores what strategies of use local governments are employing to create content on social media. To do so, our study re-elaborates a well-known interpretative framework of social media interactions in the public sector, regarding three categories: providing information, citizen interaction and public service delivery. By analysing Twitter data through machine-learning automated natural language processing, we test the framework studying posted content from a leading group of European city councils. Our conclusions confirm the utilisation of social media to provide institutional information or foster interactions with citizens. At the same time, European local governments are also starting to use social media for public service delivery.
PB Taylor & Francis
YR 2021
FD 2021
LK https://hdl.handle.net/10433/26102
UL https://hdl.handle.net/10433/26102
LA es
NO Local Government Studies, 47(2), 253-275
NO This study was supported by the Research Grant RTI2018-095344-A-I00 (SmartGov_Local), Spanish Ministry of Science and Innovation; and Research Grant H2019-HUM 5699 (On Trust), Madrid Regional Research Agency.This is an Accepted Manuscript version of the following article, accepted for publication in Local government studies. Criado, J. I., & Villodre, J. (2021). Delivering public services through social media in European local governments. An interpretative framework using semantic algorithms. Local Government Studies, 47(2), 253–275. https://doi.org/10.1080/03003930.2020.1729750. It is deposited under the terms of the Creative Commons Attribution-NonCommercial License (http://creativecommons.org/licenses/by-nc/4.0/), which permits noncommercial re-use, distribution, and reproduction in any medium, provided the original work is properly cited.
NO Universidad Pablo de Olavide. Departamento de Derecho Público
DS RIO
RD May 8, 2026