Advertisement

Social Media for Government Services: A Case Study of Human Services

  • Gina Ciancio
  • Amanda DennettEmail author
Chapter

Abstract

The Australian Government Department of Human Services has been using social media since 2009 to support its customers and improve service delivery. It has done so in a number of ways: by monitoring social media to listen to citizens, establishing Facebook and Twitter accounts to engage with the public, and creating online communities. In this chapter, we present how we have been using social media, some success stories together with the challenges we had to face. We also briefly describe our governance framework and how we might measure success.

Keywords

Social media Facebook Twitter Online community Citizen engagement Emergency management Risk management Health Social services 

References

  1. 1.
    Department of Human Services (2015). How we use social media. http://www.humanservices.gov.au/corporate/publications-and-resources/social-media/how-we-use-social-media. Accessed on September 11, 2015.
  2. 2.
    Department of Human Services (2015). Policies on our social media accounts. http://www.humanservices.gov.au/corporate/publications-and-resources/social-media/policies-on-our-social-media-accounts. Accessed on September 11, 2015.
  3. 3.
    CSIRO (2015). Transforming Human Services for the Digital Era. https://publications.csiro.au/rpr/download?pid=csiro:EP149489&dsid=DS2. Accessed on September 11, 2015.
  4. 4.
    Wan, S., & Paris, C. (2014) Improving government services with social media feedback. In Proceedings of the 19th international conference on Intelligent User Interfaces (pp. 27–36).Google Scholar
  5. 5.
    State Government Victoria (2015). Victorian Floods 2010–11 Recovery Progress Report. http://www.dhs.vic.gov.au/__data/assets/pdf_file/0011/678188/9426DHH-Report_WEB.pdf. Accessed on September 11, 2015.
  6. 6.
    Bista, S. K., Colineau, N., Nepal, S., & Paris, C. (2013). Next step: an online community to support parents in their transition to work. In Proceedings of the 2013 Conference on Computer Supported Cooperative Work Companion (pp. 5–10).Google Scholar
  7. 7.
    Bista, S. K., Colineau, N., Nepal, S., & Paris, C. (2012). The design of an online community for welfare recipients. In Proceedings of the 24th Australian Computer-Human Interaction Conference (pp. 38–41).Google Scholar
  8. 8.
    Bista, S. K., Nepal, S., & Paris, C. (2013). Know your members’ trust. In UMAP Workshops.Google Scholar
  9. 9.
    Paris, C., Colineau, N., Nepal, S., Bista, S. K., & Beschorner, G. (2013). Ethical considerations in an online community: The balancing act. Ethics and Information Technology, 15(4), 301–316.CrossRefGoogle Scholar
  10. 10.
    Colineau, N. (2012). A buddy matching program to help build an online support network. In Proceedings of the 24th Australian Computer-Human Interaction Conference (pp. 85–88).Google Scholar
  11. 11.
    Bista, S. K., Nepal, S., Colineau, N., & Paris, C. (2012). Using gamification in an online community. In 8th International Conference on Collaborative Computing: Networking, Applications and Worksharing (CollaborateCom) (pp. 611–618).Google Scholar
  12. 12.
    Colineau, N., Paris, C., & Dennett, A. (2011). Capitalising on the potential of online communities to help welfare recipients. In The Government and Citizen Engagement Workshop, in Conjunction with the 5th International Conference on Communities and Technologies (C&T 2011), June 29–July 2, 2011, Brisbane, Australia. (Proceedings published in the International Reports on Socio-Informatics).Google Scholar
  13. 13.
    Colineau, N., Paris, C., & Dennett, A. (2011). Exploring the use of an online community in welfare transition programs. In The Proceedings of the 25th BCS Conference on Human Computer Interaction (HCI 2011)—Extended Abstract, July 4–8, 2011. Newcastle Upon Tyne, UK.Google Scholar
  14. 14.
    Nielsen Norman Group (2015). http://www.nngroup.com/articles/participation-inequality/. Accessed September 14, 2015.

Copyright information

© Springer International Publishing Switzerland 2015

Authors and Affiliations

  1. 1.Department of Human ServicesCanberraAustralia

Personalised recommendations