Analyzing e-government agencies’ Twitter/X engagement: A case study of Nevada

Abstract

This research aims to investigate the dynamics of interactivity between Nevada’s e-government and its citizens through the utilization of social media, with a specific focus on Twitter. Employing a mixed-methods approach, the study analyzed how Nevada state agencies engage with the public on Twitter, while concurrently assessing citizens’ responses through qualitative empirical research. These responses were categorized into content features, encompassing subjective opinions and sentiments (positive/negative), and structural features, comprising objective elements like special characteristics and multimedia components. Content analysis was employed to explore these features, leading to the identification of seven themes within a hypothesized two-dimensional framework, encompassing both the reflection of interactivity and the transmission of interactivity.<br /> Quantitative methods, specifically ANOVA and multiple regression analysis, were utilized to test the hypothesis. The findings revealed that Nevada e-government agencies predominantly used Twitter for one-way information dissemination, with limited two-way communication with citizens. To enhance interactivity, it is suggested that e-government posts incorporate multimedia elements and external links to facilitate information dissemination. Public administrators in the State of Nevada should focus on providing valuable and beneficial government posts, encouraging citizens to respond and express their opinions. Continuous training for public administrators is recommended, given the rapid advancements in technology and social media platforms.<br /> Furthermore, adopting best practices from domestic and international social media companies is advised to stay innovative. Public administration should transition from merely governing individuals and information to becoming facilitators and moderators of discourse on social media platforms. State e-government can strengthen citizen interaction by consistently delivering valuable information on social media, thereby obtaining immediate feedback, and influencing public opinion.