The IRMA Community
Newsletters
Research IRM
Click a keyword to search titles using our InfoSci-OnDemand powered search:
|
E-Participation and Citizen Relationship Management in Urban Governance: Tools and Methods
Abstract
Citizen relationship management (CiRM) is a combination of management approaches and information technologies for improving citizen services and citizen participation used at all levels of government. As an adaptation of private sector customer relationship management (CRM), CiRM is experiencing significant public sector adoption rates globally. However, while private sector CRM has demonstrated significant impact in the private sector, CiRM benefits are limited, and particularly lagging in the area of citizen e-participation in urban governance. This chapter provides an overview of the scope of CiRM functionality, with particular regard to the CRM origins and CiRM extensibilities, to develop a broader perspective of CiRM’s capacity for addressing e-participation. Developing this perspective further, theoretical and methodological approaches to e-participation are presented and evaluated in four categories: generic CiRM participation models, e-government CiRM, democratic CiRM, and strategic CiRM. Further research opportunities are highlighted within the context of emerging organizational, technological, and societal trends.
Related Content
Kemal Yasin Göka, Halil Ibrahim Yiğit, Olcay Polat, Görkem Gülhan, Aşkıner Güngör, Soner Haldenbilen, Halim Ceylan.
© 2024.
25 pages.
|
Hasibul Islam Lingkon, Syed Imran Ali.
© 2024.
18 pages.
|
Metin Mutlu Aydin.
© 2024.
21 pages.
|
Jorge Chicaiza Vaca, Markus Rabe, Jesus Gonzalez-Feliu.
© 2024.
22 pages.
|
Aysun Aygün Oğur, Mehmet Penpecioğlu, Sezen Savran Penpecioğlu.
© 2024.
21 pages.
|
Olcay Polat, Aşkıner Güngör, Soner Haldenbilen, Halim Ceylan.
© 2024.
20 pages.
|
Tayfun Salihoğlu.
© 2024.
26 pages.
|
|
|