Public E-Service on Polish Public Institutions’ Profiles in Social Media

Magdalena Kotnis
European Research Studies Journal, Volume XXIII, Special Issue 2, 85-98, 2020
DOI: 10.35808/ersj/1810


Purpose: The article presents the results of research into the level of informational and promotional activity concerning electronic services provided by the largest regional public institutions in Poland on the three largest social networking sites. Worldwide trends in the development of public digital services require targeted and consistent information and promotion activities of public institutions, also with the use of social networking sites. The study covered the largest regional public institutions responsible for creating the capacity and development of sixteen voivodeships (provinces) in Poland. Design/Methodology/Approach The research methodology includes both quantitative and qualitative methods. The effectiveness of public institutions' activity on social networking sites were examined by means of statistical methods, while the triangulation method was used to analyze the published content. Findings: The existing literature on the subject has not studied the activity of public institutions in social media with reference to information and promotion activities of public electronic services. In many countries, researchers address challenges faced by the sector of e-services, their implementation level and the sector value. Practical Implications: Today, high dynamics and costs of implementation of public electronic services make it necessary for public institutions to provide these services actively and effectively. This is due to the specific scope of activity of public institutions and unlimited possibilities of public interaction between the institution and citizens. The rationale for the undertaken research results from the scale of activity of public institutions, which is confined to the list of services, provided to citizens. Originality/Value: Therefore, a thesis can be raised that generating interactions on social networking sites contributes to the improvement of the public institutions' image and enhances integration of local communities. This is particularly important in the era of building and developing the single market for digital services.

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