‘Loose tweets sink fleets’ and other sage advice: social media governance,policies and guidelines

While social media represents a broad range of benefits to organisations and institutions, such as enhanced brand engagement, it also presents challenges and risks to reputation and security, such as confidentiality breaches. Employee use of popular social media platforms, such as Facebook and Twitter, both at work and about work has resulted in organisations developing social media policies and guidelines as part of contemporary governance practice. This paper investigates this recent approach to corporate governance by examining 20 social media policies and guidelines from a sample of corporate, government and third sector organisations that are active social media users. It develops a basic framework for social media governance based on the 13 common themes that emerge from the sample, including confidentiality, disclosure and the public–private divide of social media usage. It draws on social contract theory and considers its importance to the field of social media governance. Key implications for managers who are tasked with developing and implementing social media policies and guidelines are discussed. Copyright © 2014 John Wiley & Sons, Ltd.     

Looking for Friends,Fans, and Followers? Social Media Use in Public and Nonprofit Human Services

This article uses interviews and Internet data to examine social media use among nonprofit organizations and county departments involved in the delivery of human services in a six‐county area in south‐central New York State. Social media use was modest, with nonprofit organizations much more likely to use it than county departments. Organizations used social media primarily to market organizational activities, remain relevant to key constituencies, and raise community awareness. Most organizations either had a narrow view of social media's potential value or lacked a long‐term vision. Barriers to use included institutional policies, concerns about the inappropriateness of social media for target audiences, and client confidentiality. Findings build on recent research regarding the extent to which nonprofit organizations and local governments use social media to engage stakeholders. Future research should investigate not only the different ways organizations use social media but also whether organizations use it strategically to advance organizational goals.     

Should Government Go It Alone or With a Partner? A Comparison of Outcomes from a Work Release Program Using Different Policy Tools

This article compares labor market outcomes from two different approaches to a work release program in Illinois: direct provision by a government and a purchase‐of‐service (POS) contract between government and a public charity. Significantly better employment and earnings outcomes were associated with the POS contract. To better understand the reasons for the success of the POS contract, the authors further examined the specific terms of the contract, organizational expertise, and the political context of POS contracts. The results are organized according to the main theoretical assertions. Findings add to the weight of evidence that contractors, like public charities, can be valuable government partners for addressing challenging social policies and programs.     

Policy Design and Achieving Social Outcomes: A Comparative Analysis of Social Enterprise Policy

This article compares American, British, and Korean social enterprise policies to explore how government policy design shapes social enterprises and how “social benefit” and “public value” are defined. A social enterprise is defined as the legally structured organizational pursuit of blending social purpose and economic profit through business activities, and examples from each country are presented. Applying Bozeman's publicness theory, the authors demonstrate the wide range of roles that governments play in shaping social enterprises' ownership, funding, and control across the three countries using regulations, subsidies, and procurement policies. These roles may affect the impact of social enterprises in society. The case studies show that the U.S. approach to social enterprise policy is heavily market oriented, while the United Kingdom is in the middle of the market-to-publicness continuum, and South Korea is much closer to the publicness (government-dominated) end of the continuum.     

Leveraging Technologies in Public Agencies: The Case of the U.S. Census Bureau and the 2010 Census

Emerging technologies are transforming government agencies and the nature of governance and pose new challenges for public managers. Under the leadership of Steven J. Jost, associate director for communications, the U.S. Census Bureau leveraged emerging technologies during the 2010 Census to complete the project under budget while also engaging citizens through the design of viable participatory platforms. The 2010 Census campaign focused on increasing response rates and encouraging citizen participation through innovations in the communication process with citizens and through the infusion of technology. The Census Bureau also effectively managed risks associated with the use of emerging technologies. The authors examine the innovations, the risks, and the effort to manage those risks under Jost’s leadership.     

Australian MPs and the Internet: Avoiding the Digital Age?1

New media technologies, such as the internet and email, have been seen as providing opportunities to reinvigorate representative democracy and parliamentary institutions. This article examines the use of new technologies by Australian Members of Parliament (MPs). It looks at the growth and function of MPs' websites and assesses how far such technologies might facilitate changes in their electorate, party and parliamentary roles. We analyse what factors persuade MPs to move online and how they then use the technologies. The results indicate that while websites amongst legislators are growing, they are used primarily as supplementary, administrative tools. Overall, technological innovation in the Australian Parliament is still relatively rare and it appears there are systemic barriers that limit the potential of information communication technologies (ICTs) in the representative process.     

The persuasive role of the past: Policy feedback and citizens' acceptance of information communication technologies during the COVID-19 pandemic in China

How can the enforcement of policies in the past influence a society's future adoption of information communication technologies (ICTs)? In this paper, we tackle this question by exploring how past e-governance policies influence citizens' willingness to use the health QR code, which is a COVID-19 tracing app widely used in China's pandemic control. Past policies regarding smart-city development in China involve two aspects: the construction of electronic infrastructure and the applications of specific technologies. Empirical analysis based on a nationwide dataset in China suggests that past policies exhibit persuasive effects and influence citizens' acceptance of the health QR code. Specifically, e-governance applications in cities significantly enhance citizens' acceptance through the demonstration of their usefulness. However, the construction of e-governance infrastructure per se does not have the same impact on citizens' acceptance. By connecting citizens' acceptance of new technology with past e-governance policies, the study illustrates a nuanced policy feedback mechanism through which past policies can substantially reshape public opinion by policy outcomes.     

Developing and Testing a Theoretical Framework for Computer‐Mediated Transparency of Local Governments

This article contributes to the emerging literature on transparency by developing and empirically testing a theoretical framework that explains the determinants of local government Web site transparency. It aims to answer the following central question: What institutional factors determine the different dimensions of government transparency? The framework distinguishes three dimensions of transparency—decision making transparency, policy information transparency, and policy outcome transparency—and hypothesizes three explanations for each: organizational capacity, political influence, and group influence on government. Results indicate that each dimension of transparency is associated with different factors. Decision‐making transparency is associated with political influence; when left‐wing parties are strong in the local council, local government tends to be more transparent. Policy information transparency is associated with media attention and external group pressure, and policy outcome transparency is associated with both external group pressure and the organizational capacity. The authors discuss the implications for policy and administration.     

Government Communications,Political Trust and Compliant Social Behaviour: The Politics of Covid-19 in Britain

It is commonly said that the lockdowns and social distancing necessary to control coronavirus pandemics will only work if the general population trusts its government, believes the information it provides, and has confidence in its policies. This article traces the British government’s record in providing information about its policies and performance, and compares this with the public’s use of the mainstream news media. It then considers how these two sources of information affected trust in government and public compliance with social distancing and lockdown rules. Lastly, it compares Covid-19 with Brexit and draws conclusions about how beliefs and behaviour are formed when individuals are personally faced with a serious threat.     

The situational public engagement model in a municipal watershed protection program: information seeking,information sharing,and the use of organizational and social media

In an extension of the situational theory of publics, we tested a situational engagement model to answer how situational factors affect public engagement via both communication behaviors and the use of social media and organizational media. As part of the evaluation of a collaborative stormwater outreach and education campaign, a campus‐wide survey, assisted by a large public university's public affairs office, was conducted to identify key predictors of public engagement in a watershed protection program. A path analysis for the proposed situation engagement model revealed that problem recognition was the key to predicting both information seeking and sharing. The path analysis also yielded a significant association between communication behaviors and public engagement, mediated by the use of organizational media in seeking information on the issue. Further, the analysis showed a significant direct effect of involvement on engagement. The current study provided a preliminary framework that explains individuals' environmental behaviors in today's participatory and user‐generating media environment. Theoretical and practical implications were discussed. Copyright © 2015 John Wiley & Sons, Ltd.     

International Organizations ICTs Policies: E‐Democracy and E‐Government for Political Development

New technologies provide new channels of access to political information and participation in decision‐making processes. This assumption is clearly important in the action plans and policies of International Organizations (World Bank, Organisation for Economic Co‐operation and Development, United Nations), which have assumed a leadership role in the reform of political institutions. Starting from an analysis of the reasons that have brought the state and processes of institution building back into focus, this paper will reconstruct the International Organizations' vision of the transformative potential of new information technologies and their activity in this field. Particular attention will be devoted to e‐democracy and e‐government as policies to build democracy in developing countries.     

Does Involvement in Performance Management Routines Encourage Performance Information Use? Evaluating GPRA and PART

The Government Performance and Results Act (GPRA) of 1993 and the George W. Bush administration’s Program Assessment Rating Tool (PART) established new routines that were intended to foster performance management practices. Using data from two surveys, the authors find that the involvement of agency employees in GPRA processes and PART reviews generally had little direct effect on performance information use once other factors are accounted for. The main exception is that managerial involvement in GPRA processes and PART reviews is associated with the use of performance data to refine measures and goals. This reflects the limits of government‐wide reform efforts that depend on difficult‐to‐observe bureaucratic behavior. The authors also find that a series of organizational factors—leadership commitment to results, learning routines led by supervisors, the motivational nature of the task, and the ability to link measures to actions—are positive predictors of performance information use.     

Prospects for communication policy

At stake in communication policymaking is control and use of technologies central to the process of governance in society. Future policies must admit a broader range of social goals than present ones. Defining such goals will require shifting conceptual approaches from regulation to investment, from information goods to communication resources, and from consumerism to politics. Persons engaged in communication policy research and planning had best avoid traps of being blinded by the technology, underestimating the political process and making easy assumptions about goals and values.David Grey, Edwin Parker and Donald Dunn of the faculty of Stanford University were especially helpful in the preparation of this article.     

Of ‘Strong’ Leadership,Crisis Communication,and Pooper Scoopers: Change in the Queensland Public Service Under Newman

Governments have historically offered their workforce a public service bargain founded on stable pay and conditions and job security. However, while the Westminster system aims for public service employment to be protected from the whims of government, public servants are nonetheless affected by the political environment in which they operate and changes to this bargain can occur with a new government. This paper focuses on a Queensland public service change process that resulted in large‐scale forced redundancies, non‐renewal of temporary contracts, and legislative changes that nullified the provisions in job security, organisational change, and redundancy policies. Using communication as a lens through which to understand leadership, it examines how the government communicated with the public service about this organisational change, immediately before and after the 2012 election. In particular, through analysis of public and media commentary, speeches and Hansard records, it examines Premier Newman's change leadership and communication by contrasting pre‐election messages to the public service with post‐election messages about the public service and the justifications for change during this period of downsizing. This analysis is used to reflect on political leadership, communication, fair treatment, and trust in public service change.     

Can Charitable Donations Compensate for a Reduction in Government Funding? The Role of Information

Are private donors willing to replace cuts in government funding? The authors conducted a survey experiment (n = 2,458) to examine how information about government funding affected decisions to donate money to a large charitable organization in the Netherlands. Providing information about actual budget cuts increased the number of donors. Most new donors were recruited among respondents who had processed the information correctly, underlining the importance of effective communication. The magnitude of the information effect was stronger for citizens with lower levels of empathic concern, who are less likely to donate but can be converted into donors. The authors conclude that policy information shapes not only attitudes but also civic engagement outside the political sphere.     

Retrospective ideological representation and its impact on democratic satisfaction*

Congruence between government policies and citizen preferences is a key element that increases the quality of democracy. While scholars have shown that governments generally adopt ideological positions and propose policies close to citizen preferences, they have neglected to consider whether citizens respond to promises or to actual enactments. The paper addresses this gap in two ways. First, we propose a new measure that captures how close a citizen is on average to the policies enacted by the incumbent government, namely retrospective ideological representation – the ideological distance between the position of a respondent and the incumbent government at the end of its term in office. We show that this measure captures retrospective information associated with governments’ actions and in particular whether the government increases or decreases social spending during its mandate period. Second, we show that retrospective ideological representation has a substantial impact on citizens’ democratic satisfaction and greater than prospective ideological representation – an established measure of congruence – which is the ideological distance between the positions of a respondent and the elected government after an election.     

Gradual institutional change and media influence: The case of Petrobras in Brazil

The media as a social actor emits discourses that reflect in the institutional context, influencing the process of institutionalization of existing practices. One view about the media in organizational studies is that it is a mechanism of organizational complexity reduction, and in this way, it is the focus of the managers' attention to certain aspects of the environment, which has implications for the way that everyday tasks are accomplished in organizations. In this sense, an interest has emerged to understand how the dissemination of information about the acquisition of a refinery in Pasadena, Texas, by Petrobras was the embryo of an international corruption scandal that compromised the organization's image but was also responsible for the emergence of new organizational practices. The data and information used are from secondary sources: the newspapers and magazines with the largest national circulations. The findings reveal that the media sought to influence individuals by elaborating its understanding of the context without being consistently coherent over time. We propose an analytical model of how the media can act in the gradual change of organizational and actors' practices.     

Politics of E‐Government: E‐Government and the Political Control of Bureaucracy

This case study reports an innovative e‐government experiment by a local government in Seoul, South Korea—Gangnam‐gu. A new local political leadership in Gangnam made strategic use of e‐government applications to exert greater political control over the local civil service bureaucracy. The authors find that e‐government applications possess political properties that can be applied effectively by the political leadership as instruments to improve control over the government bureaucracy as well as to enhance essential government accountability and transparency. The political circumstances underlying e‐government development as well as its impact on local government are reported, along with key variables associated with this innovation and directions for future research.     

Policy Positions of Bureaucrats at the Front Lines: Are They Susceptible to Strategic Communication?

It is well established that bureaucrats’ implementation of policies is influenced by their own policy positions, that is, their attitudes toward the given policies. However, what affects the policy positions of bureaucrats? This article focuses on whether the policy positions of bureaucrats at the front lines of government are susceptible to frames and cues embedded in communication. Based on the notion that bureaucrats often adhere to certain professional norms when developing their attitudes toward policies, the authors hypothesize that communication frames and cues that align policies with such norms move bureaucrats’ policy positions in favor of the policy. Results of four studies in European and American settings among mid‐ and street‐level bureaucrats show support for the hypothesized effect. They also show that aligning policies with dimensions outside professional norms is ineffective, possibly even producing opposite effects.