Literature Review of Public-Citizen Interaction

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Copyright: 2025
Pages: 30
Source title: Digital Government and Public Interaction: Platforms, Chatbots, and Public Satisfaction
Source Author(s)/Editor(s): Yuanyuan Guo (Tsinghua University, China)
DOI: 10.4018/979-8-3693-3665-6.ch002

Keywords: Information Science Reference / Knowledge Management and Library Science / Public and Sector Management / Public Relations

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Abstract

Chapter 2 explores the evolution and dynamics of government-public interaction, transitioning from traditional methods to advanced digital and AI-driven models. It examines various academic perspectives and outlines key schools of thought, including governance theory, technological determinism, and critical viewpoints, providing a comprehensive analysis of the shift towards more technologically integrated forms of governance. Introducing the “Technology Absorption in Administration” theory, the chapter highlights the impact of information technology and AI in reshaping government-citizen engagement, enhancing governance, and addressing challenges like information overload, privacy concerns, and the digital divide. Future trends emphasize the move towards hyper-personalization, proactive service delivery, and greater civic engagement, underpinned by ethical considerations and the need for equitable access to technology.

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