The Impact of Social Media on Digital Governance and the Improvement of Online Public Services

The rapid expansion of information and communication technologies over the past two decades has significantly transformed the way governments and public institutions interact with citizens. Among these technologies, social media platforms have emerged as powerful communication tools that facilitate information sharing, public engagement, and service delivery. In the context of digital governance, social media provides governments with new opportunities to enhance transparency, improve communication with citizens, and increase the accessibility of public services. The primary objective of this study is to examine the role of social media in strengthening digital governance and improving the quality and accessibility of online public services. This research adopts a descriptive–analytical approach and relies on library-based research methods, including the review of academic literature, policy reports, and international organizational studies related to digital government and social media. The findings suggest that social media platforms enable governments to disseminate information more efficiently, receive real-time feedback from citizens, and promote greater awareness of digital services. Furthermore, social media contributes to enhanced citizen satisfaction, improved public service delivery, and increased governmental transparency. However, challenges such as misinformation, data privacy concerns, cybersecurity risks, and the need for professional digital communication management remain significant obstacles. The study concludes that when strategically integrated into digital governance frameworks, social media can serve as an effective tool for improving the responsiveness, accessibility, and overall effectiveness of online public services.

کلیدواژه ها:

Digital Governance ، Social Media ، Online Public Services ، E-Government ، Digital Communication