Government websites and social media's influence on government-public relationships
Government websites and social media's influence on government-public relationships
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DOI：
10.1016/j.pubrev.2013.07.007
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发表时间：
2013-11-01
影响因子：
4.2
通讯作者：
Hong, Hyehyun
中科院分区：
文献类型：
--
作者：
Hong, Hyehyun
近年来，政府越来越多地使用网络媒体，如网站、博客和社交网站，用于各种公共关系目的。这些政府沟通渠道通常被视为通过帮助政府向公众提供信息和回应公民询问来促进民主价值观和公众对政府的信任。此外，这些渠道有助于公众向政府提供反馈。本研究的问题是，个人对政府网站和社交媒体的体验实际上是否会影响他们对政府与公众关系（以公众对政府的信任为代表）的看法。这项基于对2000多名美国公民进行的全国性调查的结果显示，在线体验与公众对政府的信任之间存在积极关系。特别是，信息在线服务和社交媒体的经验与地方和州一级政府的更大信任有关，而交易在线服务的经验则传达了对联邦政府的更大信任。然而，渠道的成功经验比经验本身更重要，不成功的经验甚至可能在对政府的信任方面适得其反。(C)2013 Elsevier Inc. All rights reserved.
Recent years have witnessed the increasing use of online media, such as websites, blogs, and social networking sites, by the government for various public relations purposes. These government communication channels are often regarded to promote democratic values and public trust in government by helping the government provide the public with information and respond to citizen inquires. Further, such channels help the public provide the government with feedback. This study questions whether individuals' experience with government websites and social media do, in fact, influence their perception of the government-public relationship (represented by public trust in government). The results, which are based on a nationwide survey of more than 2000 American citizens, showed support for a positive relationship between this online experience and public trust in government. In particular, experiences with informational online services and social media were associated with greater trust in government at the local and state levels, while those with transactional online services conveyed greater trust in the federal government. However, successful experience with the channels was more important than the experience itself, and an unsuccessful experience could even backfire in terms of trust in government. (C) 2013 Elsevier Inc. All rights reserved.