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- Genre: Doctoral Dissertation
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In the delivery of a public service, meeting the needs of its users through cocreation has generated considerable research. Service users are encouraged to engage with public services through dialogue, sustained interaction, and equal partnership, wherein the role of the user changes from passive to active. As the relationship between service provider and service user evolves, researchers have sought to explain how resources, time, accessibility, and bandwidth may affect such relationships, specifically concerning the economically disadvantaged. While many researchers have focused on the logistical barriers that inhibit cocreation among the economically disadvantaged presented by such factors as cost and transportation, limited research has examined the relationship between the service provider and economically disadvantaged service user. Combining previous research, this study examines what economically disadvantaged service users actually do when they cocreate value with a public service by conducting 12 in-depth interviews with participants of SNAP-Ed, nutrition education for persons eligible for government assistance. The study's findings suggest that cocreation exists through relational characteristics of collaboration, isolation, acceptance, connection, and guidance that help in the development and maintenance of relationships, and that a relationship between service provider and user could be further typified by equality. This finding suggests that equality is an independent construct not necessary in the process of cocreation--a departure from previous research--but rather a way to approach the service provider/user relationship. This study is intended as a step toward examining cocreation through the development of organization-public relationships.
ContributorsCandello, Elizabeth J (Author) / Thornton, Leslie-Jean (Thesis advisor) / Matera, Fran (Committee member) / Gilpin, Dawn (Committee member) / Perez, Adriana (Committee member) / Arizona State University (Publisher)
Created2014
Description
ABSTRACT
This dissertation examined how seven federal agencies utilized Twitter during a major natural disaster, Hurricane Sandy. Data collected included tweets between October 26-31, 2012 via TweetTracker, as well as federal social media policy doctrines and elite interviews, to discern patterns in the guidance provided to federal public information officers (PIOs). While scholarly research cites successful local and state government efforts utilizing social media to improve response efforts in a two-way communications interaction, no substantive research addresses social media’s role in crisis response capabilities at the federal level.
This study contributes to the literature in three ways: it focuses solely on the use of social media by federal agencies in a crisis setting; it illuminates policy directives that often hamper federal crisis communication response efforts; and it suggests a proposed model that channels the flow of social media content for PIOs. This is especially important to the safety of the nation moving forward, since crises have increased. Additionally, Twitter was adopted only recently as an official communications tool in 2013. Prior to 2013, social media was applied informally and inconsistently.
The findings of this study reveal a reliance upon a one-way, passive communication approach in social media federal policy directives, as well as vague guidelines in existing crisis communications models. Both dimensions are counter to risk management and crisis communication research, which embrace two-way interactivity with audiences and specific messaging that bolsters community engagement, which are vital to the role of the PIO. The resulting model enables the PIO to provide relevant information to key internal agencies and external audiences in response to a future crisis.
This dissertation examined how seven federal agencies utilized Twitter during a major natural disaster, Hurricane Sandy. Data collected included tweets between October 26-31, 2012 via TweetTracker, as well as federal social media policy doctrines and elite interviews, to discern patterns in the guidance provided to federal public information officers (PIOs). While scholarly research cites successful local and state government efforts utilizing social media to improve response efforts in a two-way communications interaction, no substantive research addresses social media’s role in crisis response capabilities at the federal level.
This study contributes to the literature in three ways: it focuses solely on the use of social media by federal agencies in a crisis setting; it illuminates policy directives that often hamper federal crisis communication response efforts; and it suggests a proposed model that channels the flow of social media content for PIOs. This is especially important to the safety of the nation moving forward, since crises have increased. Additionally, Twitter was adopted only recently as an official communications tool in 2013. Prior to 2013, social media was applied informally and inconsistently.
The findings of this study reveal a reliance upon a one-way, passive communication approach in social media federal policy directives, as well as vague guidelines in existing crisis communications models. Both dimensions are counter to risk management and crisis communication research, which embrace two-way interactivity with audiences and specific messaging that bolsters community engagement, which are vital to the role of the PIO. The resulting model enables the PIO to provide relevant information to key internal agencies and external audiences in response to a future crisis.
ContributorsSmith, Ceeon D. Quiett (Author) / Matera, Fran (Thesis advisor) / Godfrey, Donald (Committee member) / Russell, Dennis (Committee member) / Nadesan, Majia (Committee member) / Arizona State University (Publisher)
Created2017