E-Government 2.0: Model of Users, Services, and Communication Styles: Focusing on Developing Countries

The public sector should be equipped with new communication technologies such as social media to improve the quality of services. Social media as a new channel of government services leads to the emergence of E-government 2.0 and the realization of E-democracy. Meanwhile, identifying the beneficiaries and users of the above-mentioned technology, as well as the variety of services which can be provided is highly significant. The present study aimed to explain the concept of E-government 2.0 and identify users and a variety of services that can be provided on social media in developing countries by focusing on information and communication technology offices. Therefore, the mixed research method was used to achieve the research objective. In the qualitative phase, library surveys and semi-structured interviews were used while and in the quantitative phase, the researcher-made questionnaire was used as a data collection tool. The results indicated that E-government 2.0 users are divided into two general groups of internal and external users while E-government 2.0 services are divided into five general categories including information services, financial-operational services, crisis management services, data services, and customized services. Conducting such a study was considered significant since E-government 2.0 literature paid less attention to the diversity of services and types of users. Using the results obtained from the study, it can be expected that managers and government sectors can plan and decide how to provide services to different groups of users. The result is the increased quality of services and the realization of e-democracy.