Citizens’ Attitudes Towards Online Communication Channels in Contacting Local Governments and the Emergence of Integrated Multi-Channel Platforms: The Case of Orange Table

Authors : Bengi Demirci, Nilüfer Gürer Bildik

Pages : 95-112

Doi:10.26650/siyasal.2023.32.1245800

View : 17 | Download : 8

Publication Date : 2023-04-08

Article Type : Research

Abstract :This article explores attitudes of citizens towards online communication channels and newly emerging integrated multichannel platforms which combine online and offline communication channels, when contacting local governments. It analyzes citizens’ attitudes in terms of their awareness, intention to use and satisfaction, together with the effects of gender, age, education, and socio-economic development level. Main hypothesis of the research was that in highly digitalized world the most preferred way of communication between citizens and municipality would be online contact. The article presents descriptive quantitative analysis based on data obtained by paper-based questionnaire conducted with residents of Muratpasa district in Antalya, where participants were asked about their preferred ways for communicating with district municipality. This district was chosen for the integrated platform - namely the Orange Table – which was adopted by the municipality, and which combined online and offline communication channels for interacting with citizens. The research revealed that citizens still prefer traditional offline communication channels when contacting municipality. Calling by phone was the most preferred way which was followed by going personally. Social media was one of the least preferred communication channels. Integrated model was widely known and frequently used although not consciously all the time.
Keywords : Vatandaş tutumu, Çevrimiçi (online) iletişim, Yerel yönetim, Yönetişim, Entegre çok kanallı platform