Building the digital Public Administration: the impact of social media in the Public Sector. The perception of public employees in Italian local context

In recent years, the diffusion of social media has revolutionized the way people live in society, communicate with each other and work in organizations. In detail, for public administrations, the diffusion and use of social media have meant a necessary rethinking of their work activities to increase the transparency of information and the services’ efficiency to be provided to citizens. However, social media use is strictly linked to the way people use them and the perception of their usefulness for the work activities to be performed. This chapter aims to understand the perception that civil servants have on social media's impact on the transparency and quality of services to citizens. Furthermore, it provides interesting practical and managerial implications on the relationship between organizational change and the use of social media in public organizations and provides literature on the use of information and communication technologies in the public sector.