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政府部门积极利用社交媒体为公众提供创新型公共服务,但学术界较少关注政府部门采纳社交媒体过程。文章借鉴电子政务采纳过程模型,以公共服务内容和公共服务方式为两个基本维度,将基于社交媒体的公共服务分为四种类型,政府部门采纳社交媒体在时间上会呈现出特定序贯性,从而构建出一个政府部门采纳社交媒体过程的概念模型。在此基础上,进一步剖析“武汉交警”政务微信的公共服务模式,该政务微信发展的四个阶段较好地解释了上述概念模型的合理性。
Government departments actively use social media to provide innovative public services to the public. However, academia has paid less attention to the adoption of social media by government departments. The essay draws lessons from the process model of e-government adoption, divides the public service based on social media into four types according to the content of public service and the mode of public service. The adoption of social media by government departments shows a certain sequence in time , Creating a conceptual model for government departments to adopt social media processes. On this basis, we further analyze the public service model of WeChat for “Wuhan Traffic Police”, and explain the rationality of the above conceptual model in four stages of the development of WeChat.