Using Twitter as a public communication strategy : can ‘@NMBS’ improve the relationship between citizens and the National Railway Company of Belgium?

Abstract: Efforts to enhance the public sector's performance through cost-saving measures and efficiency initiatives have not resulted in improved citizen relations. Scholars argue that these reforms have failed to alter perceptions due to the absence of strategic communication that could counteract cognitive biases and address misaligned expectations. Communication is deemed crucial in building reputation, legitimacy, satisfaction, trust, and citizen participation. Overall, such communication efforts are expected to contribute to a better democracy. The birth of Web 2.0 brought new ways for p... Mehr ...