In today's networked world, the public sector is tapping into new media applications to increase government organizations' participation, transparency and collaboration. The book contains a review of the current state of the public administration literature and shows how Government 2.0 activities can potentially challenge or change the existing paradigms. It includes an overview of each of the tools used to increase participation, transparency and collaboration. The book also highlights case examples at the local, state, federal and international levels. The author offers recommendations for the implementation processes at the end of each chapter and includes suggested readings and references.

Figures and Tables ixAcknowledgments xvAbout the Author xviiPART ONE: UNDERSTANDING SOCIAL MEDIA USE IN THE PUBLIC SECTOR 11 Introduction 32 Social Media Technologies in the Public Sector 93 Drivers for the Use of Social Media in the Public Sector 374 Barriers to the Use of Social Media in the Public Sector 545 Regulations and Directives for the Use of Social Media in the Public Sector 716 Social Media Policy Considerations 897 Social Media Metrics 122PART TWO: SOCIAL MEDIA PRACTICES: PARTICIPATION, COLLABORATION, AND TRANSPARENCY 1458 Participation 2.0 1479 Collaboration 2.0 18010 Transparency 2.0 21111 Future Development in Social Technologies in Government 232Appendix: Overview of Social Media Accounts in the U.S. Federal Government 243Glossary 265References 271Index 291FIGURES AND TABLESFigures2.1 Introductory Paragraph of the GAO Report on the U.S. Postal Service 112.2 The FBI's News Blog 172.3 The FBI's Facebook Page 182.4 iCommandant: Web Journal of Admiral Thad Allen 222.5 The White House YouTube Channel 242.6 The YouTube Channel of Congressman Mike Honda, 15th Congressional District, California 242.7 Election Night: A Candidate Behind the Scenes 262.8 A Typical E-Government Website 282.9 Providing Static Content on a Government Website 292.10 Social Media Hub of the Department of Defense 302.11 Providing for Social Technology Interactions on a Government Website 312.12 "Hooray Bloggers!": A TSA Blog Post 322.13 A CrimeReports.com Map 353.1 Strong and Weak Ties in a Social Network 413.2 Motivations for Using Social Networking Sites 423.3 Change in Internet Use by Age, 2000-2010 433.4 Trends in Individuals' Sources of News (by percentage of respondents) 453.5 The Long Tail of Social Media Tools 524.1 Trust in Government and Views on National Conditions 554.2 Networked Government 594.3 Decision Making and Implementation in E-Government Projects 634.4 Bottom-Up Experimentation with the Use of Social Media Applications 644.5 Richness of Interaction for Different Communication Media 695.1 Dashboard Evaluating Performance on the Open Government Directive 775.2 Twitter Profile for Macon Phillips, White House Director of New Media 785.3 Library of Congress Announcement About Twitter Archive 795.4 The IT Dashboard 835.5 ExpertNet: A Wiki for the Open Government Initiative 846.1 Informal Network of Attention Among Social Media Directors in the Federal Government 916.2 Organization Chart for the GSA's Center for Citizen Engagement and New Media 926.3 The GSA's Web Content Site on HowTo.gov 936.4 The DOD's Policy on Responsible Use of Internet Capabilities 966.5 LinkedIn for Navy Personnel 976.6 Information Clearance Process 986.7 The TSA's Mission Statement 1006.8 Introduction to the GSA's Discussion of Its Terms of Service Agreements 1026.9 The GSA's Apps.gov 1036.10 The Importance of a Commenting Policy 1056.11 The EPA's Commenting Policy for Facebook 1126.12 Should I Respond Online on EPA's Behalf? An Employee Guide 1136.13 Designing Social Technology Policy and Strategy 1146.14 An Example of the Push Strategy: A White House Tweet 1176.15 An Example of the Pull Strategy: A Challenge.gov Tweet 1197.1 Spot Check of Social Media Impact 1257.2 The CDC's Recalled Products Button 1287.3 Tweeting the Cookie Policy 1307.4 The FCC's Experiment with Social Media Use 1317.5 The FDIC's Website After Incorporating User Feedback 1327.6 How Social Media Use May Support an Agency's Mission 1357.7 NASA's Klout Score 1378.1 How SeeClickFix Works: Flowchart 1548.2 A SeeClickFix Watch Area Defi ned by a Zip Code 1558.3 Issues Reported by Zip Code on SeeClickFix 1568.4 Using the SeeClickFix Issue Reporting Process on Facebook 1578.5 Using the SeeClickFix Issue Reporting Process on a Mobile Phone 1588.6 RichmondGov's Citizens' Request Page 1608.7 City of Richmond Issue Statistics from SeeClickFix 1618.8 2011 SeeClickFix Pricing System 1628.9 100,000 Issues Reported on SeeClickFix, May 9, 2011 1638.10 Top-Performing Cities in Citizen Responsiveness 1648.11 Newspapers as Dissemination Channels: SeeClickFix on the Boston Globe Online 1668.12 SeeClickFix Access Through an Elected Official's Website 1698.13 Harford County's Innovation Portal 1759.1 Hierarchical Knowledge Acquisition 1839.2 Distributed Knowledge Sharing Using a Wiki 1849.3 Diplopedia 1939.4 DoDTechipedia 1959.5 Intellipedia 1989.6 GCPedia 2009.7 The CrisisCommons Wiki 2039.8 WikiplanningTM 20410.1 Data.gov 21310.2 Data and Apps 21510.3 Apps Showcase on Data.gov 21610.4 The FlyOnTime Application 21610.5 Health Data Applications 21810.6 Mobile Apps to Access Government Information 21810.7 The NASA iPhone App 21910.8 The Find a Health Center App 22010.9 Bing Health Maps Merge HHS Data with Geolocation Data 22110.10 State of Utah's iPhone and iPad Applications 22110.11 Using the SeeClickFix Application 22211.1 A World Bank Data Visualization 236Tables2.1 Overview of Differences Between E-Government and Government 2.0 365.1 Overview of Guiding Regulations and Directives for the Use of Social Media in the Public Sector 857.1 Klout Scores of U.S. Government Twitter Accounts 1387.2 Measuring Social Media Performance 1438.1 Types of Public Involvement in Decision Making 1528.2 Local, State, and Federal Open Innovation Platforms 1779.1 Prominent Wikis in Government 19110.1 Public Sector Information Reuse Initiatives 223A.1 Use of Facebook by Federal Agencies and Departments, 2010-2011 244A.2 Use of Microblogs by Federal Agencies and Departments, 2010-2011 246A.3 Use of Web Logs by Federal Agencies and Departments, 2010-2011 248A.4 Use of YouTube by Federal Agencies and Departments, 2010-2011 250A.5 Use of Flickr by Federal Agencies and Departments, 2010-2011 252A.6 Federal Agencies' and Departments' Home Pages 253A.7 Federal Agencies' and Departments' YouTube Accounts 255A.8 Federal Agencies' and Departments' Facebook Accounts 256A.9 Federal Agencies' and Departments' MySpace Accounts 258A.10 Federal Agencies' and Departments' Twitter Accounts 259A.11 Federal Agencies' and Departments' Blog Pages 260A.12 Federal Agencies' and Departments' Flickr Accounts 262