I wrote a paper providing empirical evidence for a phased adoption framework of social media adoption in government that we published in 2013 in PAR. This new paper shows how government agencies move through stages of institutionalizing new technologies and how they adapt their internal standard operating procedures to reflect the changes in the way citizens interact with government.
The paper is available through the ACM Digital Library.
Here is the full reference:
Mergel, I. (2014): Social media adoption: toward a representative, responsive or interactive government?, in: dg.o ’14 Proceedings of the 15th Annual International Conference on Digital Government Research, pp. 163-170, doi>10.1145/2612733.2612740.
Social media adoption is oftentimes seen as technologically determined by third parties outside of government, with government’s role limited to reactively jump on the bandwagon and respond to citizen preferences. However, social media interactions are emergent and challenging existing bureaucratic norms and regulations. This paper provides empirical evidence for the institutionalization stages government agencies’ move through when they are adopting new technologies. Adoption occurs at varying degrees of formalization and not all departments in the U.S. executive branch regulate and restrict the use of new technologies in the same way. The internal procedural and organizational changes that occur during the adoption process are extracted using qualitative interviews with social media directors in the 15 departments which received the executive order to “harness new technologies” in order to make the U.S. government more transparent, participatory and collaborative. In addition to the perceptions of federal social media directors, a process tracing approach was used to map the accompanying governance and institutional changes and follow-up orders to direct the adoption of social media. Tracing both the behavior of individual organizations as well as the institutional top-down responses, this paper is both relevant for academics as well as practitioners. It provides the basis for future large-scale research studies across all levels of government, as well as insights into the black box of organizational responses to a top-down political mandate.