New listening strategies for Public Administration. Monitoring citizens’ satisfaction through social network sites

Author/s Alessandro Lovari, Lorenza Parisi
Publishing Year 2012 Issue 2011/41-42 Language Italian
Pages 12 P. 78-89 File size 95 KB
DOI 10.3280/SC2011-041007
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This paper aims to analyze the opportunities offered by the social network sites (SNS) as tools for public administrations to listen to citizens’ voices. For this purpose a web survey delivered via Facebook took place in Spello, a municipality located in Central Italy, involving young citizens (18-24 years old) and analyzing their satisfaction as customers. The research has highlighted how SNS can help and become useful and strategic channels for public administrations by monitoring citizen satisfaction toward services provided by local governments and by identifying citizens’ relational needs and communicative consumptions, above all those of the youngest members of the population.

Alessandro Lovari, Lorenza Parisi, Amministrazioni pubbliche in ascolto. Prove di customer satisfaction attraverso la lente dei social network sites in "SOCIOLOGIA DELLA COMUNICAZIONE " 41-42/2011, pp 78-89, DOI: 10.3280/SC2011-041007