English abstract
The study aims at recognizing the impact of e-participation via Twitter on the process of decision-making at Omani governmental institutions. The study adopted an online data collection method "Netnography"; considering what happens in social media networks as a work field in a virtual environment. This method is characterized by its contribution to content production and users' interaction. It depends on observing the study population and then interpreting the results and writing them down. The study used a content analysis tool due to the need of a repetitive monitoring for the results arising from observing the study population during a specific period beginning from November 1st, 2017 until January 31st, 2018. The interview tool was also used with (9) Twitter account managers in the government institutions under study.
The results showed that most institutions in the study sample use Twitter to interact with the public by replying to followers' queries and comments. There is no balance between what is posted for awareness, promotional, informational or service purposes and what is being answered in the institution account. The study results did not show advanced practices in content dissemination that is intended toward interacting and making meaningful dialogues to explore the opinion of the society on institutions issues and services in general. The results also revealed that these institutions are at the level of information availability and the level of consultation & Cooperation. While the electronic decision making level was between (1.3% - 11.3%) only.
The study found that a number of factors affect the decision-making through the social niedia networks (Twitter in particular), including the support of senior management, financial resources, lack of staff, the overlap of functional competencies, and the hesitation to make a decision through these networks. Other factors are related to society such as, individual consciousness, and the pressure of influencers and celebrities through their interaction and influence on social media networks.
The study recommended the need to demonstrate the institutions practices on the field of electronic participation; in cooperation with the community to promote using Twitter as a platform for dialogue and move from the stage of consultation and cooperation to the level of decision-making.
