Twitter usage in Saudi Arabia: An empirical study on the challenges faced by the government

Alkhudhiri, Abdulaziz 2023. Twitter usage in Saudi Arabia: An empirical study on the challenges faced by the government. PhD Thesis, Cardiff University. Item availability restricted.

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Abstract

During the last decade, Twitter has emerged as a prominent platform for digital governance in Saudi Arabia, offering a space for millions of users to engage in public conversations on a daily basis. At the same time, this growth has presented significant challenges for Saudi state institutions as they seek to optimize the platform’s potential while mitigating its associated risks. This empirical study sheds light on the challenges faced by the Saudi government in managing Twitter usage within the context of digital governance. Before formulating the research goals and questions, an extensive literature review was conducted to ensure the relevance of the topic and the theoretical and practical value of the results. It highlighted that Saudi Arabia is at the forefront of digital innovations in the MENA region, including the development of e-government. Despite the traditionally conservative nature of the Saudi government and society, the use of social media, especially Twitter, is very high. Thanks to the Vision 2030 national development plan and the digital development initiatives of Saudi leaders, almost all public institutions have started to provide digital services to clients. This has turned social media into one of the most effective channels of communication with citizens. Nevertheless, the knowledge on this topic is limited, particularly regarding the use of Twitter by Saudi public institutions. To address this gap, the present study provides a thorough analysis of the pace of development and key advancements of digital governance through Twitter among Saudi public institutions. The study relied on qualitative and quantitative methodologies (interviews and questionnaires) to obtain a holistic understanding of the challenges and opportunities associated with digital governance. The researcher conducted 19 11-question interviews with representatives of Saudi public institutions regarding their use of Twitter for digital governance. In addition, 434 regular Saudi citizens participated in a questionnaire assessing their opinions about and satisfaction with these services. The combination of these methods produced a rich and diverse set of perspectives on the topic. The interviews, questionnaires, and secondary data analysis uncovered numerous challenges with the implementation of digital governance. The findings revealed the need to invest in infrastructure and digital skills development, address cultural barriers, and promote citizen engagement in the design and implementation of digital governance services. Additionally, the results showed the potential of social media and Twitter as a platform for social activism and their impact on public discourse in general. Digital governance has significantly enhanced the provision of services to citizens in Saudi Arabia. The use of Twitter has been instrumental in this regard, but there is still room for improvement. Therefore, this study provides recommendations that could help Saudi public organizations provide better digital governance services in the future. As the world is increasingly online, this study offers valuable implications not only for Saudi Arabia but also for other countries seeking to improve their approach to digital governance services.

Item Type:	Thesis (PhD)
Date Type:	Completion
Status:	Unpublished
Schools:	Journalism, Media and Culture
Subjects:	H Social Sciences > H Social Sciences (General)
Date of First Compliant Deposit:	24 May 2024
Last Modified:	24 May 2024 13:08
URI:	https://orca.cardiff.ac.uk/id/eprint/169090

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