FROM SOCIAL MEDIA TO E-GOVERNANCE: HOW COMMUNICATION TECHNOLOGIES RESHAPE PUBLIC ADMINISTRATION

Abstract

Communication has been one of the most significant phenomena continuously evolving throughout human history. The importance of interaction with others has remained constant not only for humanity but also for all living beings. By observing the animal and plant kingdoms, it is evident that communication transcends mere verbal language. As humanity has transformed, so too have the methods and channels of communication, entering a rapid cycle of change. The internet era undoubtedly marks the sharpest transition in the history of communication. The early 21st century represents the dawn of the modern communication age, characterized by three primary models: body language, verbal communication, and written communication. Following the invention of the printing press, written communication emerged as the most widely used form. The advent of modern technology initiated a new communication process, fundamentally altering social structures and relationships. This study particularly examines how these transformations influence public administration paradigms, focusing on e-governance and citizen engagement. It investigates the positive and negative impacts of evolving communication formats on social life, offering insights into how technological advancements continue to shape our interactions and societal norms. Methodologically, the study adopts descriptive analysis, a qualitative approach based on a systematic literature review, and interprets its findings through Manuel Castells' network society theory alongside New Public Management and digital-era governance debates. The discussion addresses e-government service delivery through the case of Türkiye's e-Government Gateway, digital participation platforms in several countries, and social media use in crisis communication during the COVID-19 pandemic. The findings indicate that digital tools strengthen transparency, accessibility and citizen co-production, yet uneven digital literacy, algorithmic opacity and the persisting digital divide constrain inclusive governance. It therefore recommends human-centred, ethical and digitally literate strategies for public administration.