Citizen Relationship Management

Today’s post ends my entry series on the use of local Social Networking Services by Japanese municipal governments.

Even without knowing the respective research and terms interviewees made the correct assumptions about social networks or tell stories reflecting results of social networks and social support in disaster literature. Drawing for example on the narrative of the family that was helped by many strangers after a the mother of a sons friend (weak tie) wrote about their flooded house in her “Gorotto Yatchiro” blog which supports Granovetter’s weak tie and Burt’s structural hole role in non routine activities (2004; 1983). Those interviewees who joined the local SNS found new friends on the platform and expanded their social network as concluded by Tindall and Wellman (2001). Furthermore, Soiga NPO is a great example how an organization, once brought into existence for one set of purpose (environmental activities), can also aid others for different purposes described by Coleman, thus constituting social capital available for use (1988). The NPO’s blogs were considered a trusted source and can provide an alternative to the mass media which is regarded by many individuals as a more credible source of risk information than government (McComas, 2001). A centralized approach to the provision and publication of local information might not be fine-grained enough to cater to the viral and capillary spread of word-of-mouth information anyway. This informal interaction can only be supported by recognizing the peer-to-peer nature of local interaction which is distinct from the conventional many-to-many, few-to-many, or one-to-many broadcast nature of other online interaction (Foth, 2006). In the past this role was taken by neighbourhood organizations which are already impacted by demographic and cultural change (young generations are not really interested in joining).
Finally, if the majority of the population would be represented on local SNS platform, sociograms could provide snapshots of networks and interaction structures. From these types of diagrams government and citizens can visually identify emergent positrons and clusters of interaction. By examining these patterns of mediated and unmediated interaction they could gain an added perspective on communication structures that underpin explicit community processes as well as those that support affective, less instrumental behaviors (Garton, Haythornthwaite, & Wellman, 1997). Privacy might be a concern for citizens of course. At the moment, local SNS can serve the functions of managing and building social networks. In disasters it covers the areas of “observe and report” and “warn and inform”. Along the lines of La Porte, I argue that the design and rules of the network constrain the character, use and content of member roles and exchanges and the network (1996). Consequently, local SNS could support the community and government beyond its current scope.

Sidenote: As I heard this week MIC is planing to extend their local SNS pilot with 10 other cities. I will keep you posted.

This entry was posted on Donnerstag, Februar 1st, 2007 at 00:20 and is filed under Internet, Social Networks, Citizen, Networked Government, Inovations in Government, Citizen Relationship Management, CiRM. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.