000			01672nam a22001577a 4500
999			_c521737 _d521737
008			230223b ||||| |||| 00| 0 eng d
100			_aCriado, J., Ignacio and Villodre, Julian _937426
245			_aDelivering public services through social media in European local governments. An interpretative framework using semantic algorithms
260			_aLocal Government Studies
300			_a47(2), Apr, 2021: p.253-275
520			_aSocial 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. – Reproduced
650			_aLocal government, Public service delivery, Machine-learning, Natural language processing, Social media, Twitter _935912
773			_aLocal Government Studies
906			_aLOCAL GOVERNMENT
942			_cAR