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

Journal title SOCIOLOGIA DELLA COMUNICAZIONE
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
DOI is like a bar code for intellectual property: to have more infomation click here

Below, you can see the article first page

If you want to buy this article in PDF format, you can do it, following the instructions to buy download credits

Article preview

FrancoAngeli is member of Publishers International Linking Association, Inc (PILA), a not-for-profit association which run the CrossRef service enabling links to and from online scholarly content.

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