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首页> 外文期刊>Government information quarterly >Understanding government social media users: an analysis of interactions on Immigration, Refugees and Citizenship Canada Twitter and Facebook
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Understanding government social media users: an analysis of interactions on Immigration, Refugees and Citizenship Canada Twitter and Facebook

机译：了解政府社交媒体用户：加拿大移民，难民与公民身份交互分析Twitter和Facebook

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摘要

Social media is being adopted at a rapid pace by governments around world and across different levels of government. In Canada, federal, provincial and municipal governments created social media accounts in 2000s and are now using them to interact with the public. Studies to date, however, focus primarily on social media strategies and practices of government agencies while government social media users' behaviors and perspectives remain understudied. This study analyzes experiences of government social media users and how they interact on Twitter and Facebook accounts maintained by a Canadian federal government agency - Immigration, Refugees and Citizenship Canada (IRCC). It also explores why users chose to interact on social media as well as their perspectives. The findings suggest that Canadian immigration agencies are using social media as a customer services tool, and migrant social media users are turning to government social media to hear directly from the government agencies and are expecting personalized answers.
机译：社交媒体正被世界各地以及各级政府广泛采用。在加拿大，联邦，省和市政府在2000年代创建了社交媒体帐户，现在正使用它们与公众互动。然而，迄今为止的研究主要集中在政府机构的社交媒体策略和实践上，而政府社交媒体用户的行为和观点仍未得到充分研究。这项研究分析了政府社交媒体用户的经验，以及他们如何在加拿大联邦政府机构-加拿大移民，难民和公民身份（IRCC）维护的Twitter和Facebook帐户上进行交互。它还探讨了用户为什么选择在社交媒体上进行交互以及他们的观点。调查结果表明，加拿大移民机构正在使用社交媒体作为客户服务工具，而移民社交媒体用户正在转向政府社交媒体，以直接从政府机构那里听到信息，并期望获得个性化的答案。

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