IRMA-International.org: Creator of Knowledge
Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

E-Participation and Citizen Relationship Management in Urban Governance: Tools and Methods

E-Participation and Citizen Relationship Management in Urban Governance: Tools and Methods
View Sample PDF
Author(s): Jim P. Huebner (University of Waterloo, Canada)
Copyright: 2015
Pages: 37
Source title: Public Affairs and Administration: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-4666-8358-7.ch002

Purchase

View E-Participation and Citizen Relationship Management in Urban Governance: Tools and Methods on the publisher's website for pricing and purchasing information.

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

. © 2023.
. © 2023.
. © 2023.
. © 2023.
. © 2023.
. © 2023.
. © 2023.
Body Bottom