Social media, government communication, and citizen engagement: Emerging challenges for public administration and education

Abstract

Abstract

The proliferation of social media platforms has fundamentally transformed the landscape of government communication and citizen engagement, presenting both unprecedented opportunities and significant challenges for public administration systems worldwide. This paper presents a comprehensive systematic review of the literature on social media-mediated government-citizen interactions, synthesizing findings from 120 peer-reviewed studies published between 2015 and 2024. Drawing on the theoretical foundations of Digital Era Governance, Social Capital Theory, and Arnstein's Ladder of Citizen Participation, this study examines the multifaceted implications of social media adoption in public sector contexts. The analysis reveals six critical dimensions: (1) the transformation of government communication from one-way information dissemination to interactive dialogue; (2) the emergence of new forms of citizen participation and digital activism; (3) the challenges of misinformation, algorithmic bias, and digital echo chambers; (4) the persistence of digital divides and equity concerns; (5) the impact on institutional trust and government legitimacy; and (6) the imperative for public administration education reform. The findings indicate that while social media has enhanced transparency and created new avenues for citizen engagement, significant barriers remain in achieving meaningful participatory governance. The paper identifies a critical skills gap among public administrators in digital literacy, data analytics, and strategic communication, highlighting the urgent need for curriculum reform in public administration education programs. Based on these findings, the authors propose an integrated conceptual framework for digital citizen engagement and offer evidence-based recommendations for policymakers, practitioners, and educators.