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In many European countries, municipalities are becoming increasingly important as providers of electronic public services to their citizens. One of the horizons for further expansion is the delivery of personalised electronic services. In this article we describe the diffusion of personalised services in the Netherlands over the period 2006-2009 and investigate how and why various municipalities adopted personalised electronic services. In achieving this, we analyse data that were gathered during interviews with key stakeholders in 10 selected Dutch municipalities. We synthesise the findings in an explanatory model of personalised electronic service delivery diffusion. The model emphasises persuasive pressures that are channelled to potential adopters of personalised services. Furthermore, the model shows how persuasive pressure (as perceived by adopters) is followed-up by organisational search activities, and how, in various circumstances, the idea of personalised services is 'framed' by innovation champions, knowledge brokers and new members of staff as to appeal to specific organisational priorities and ambitions. In doing so, this article contributes to an institutional view on adoption and diffusion of innovations, in which (1) horizontal and vertical channels of persuasion and (2) human agency, rather than technological opportunity and rational cost-benefit considerations, account for actual diffusion of innovations. Adapted from the source document.

Originating in the Anglo-American world, the 'New Public Management' (NPM) paradigm appears to have swept over various Continental-European countries, producing convergence of administrative reform. This text explains how the ambiguous concept of NPM is crafted and shaped differently in various institutional contexts

Les autorités de la République populaire de Chine communiquent avec les citoyens en utilisant environ 600 000 microblogs sur le site Sina Weibo. La présente étude rend compte d'une étude sur l'adoption par les citoyens chinois des microblogs pour interagir avec le gouvernement. Cette adoption résulte de la confiance et de la pression des pairs en faveur de liens avec des réseaux de plus petite envergure (des réseaux sociaux denses et omniprésents entourant les citoyens). Les liens avec les réseaux plus larges (la confiance dans les institutions en général, telles que le Parti communiste chinois, les organisations exécutives, le système judiciaire, les médias, etc.) ne sont pas associés à l'adoption du microblogage. De plus, les niveaux d'anxiété plus élevés sont corrélés à des niveaux d'intention d'utilisation plus faibles, et ce résultat souligne l'impact des activités de surveillance et de contrôle des autorités chinoises sur la vie des citoyens chinois. Sur la base de ces résultats, nous exposons une théorie expliquant pourquoi les citoyens utilisent les microblogs pour interagir avec le gouvernement et suggérons des pistes pour des recherches plus approfondies sur les microblogs, les modèles de communication État-citoyen et l'adoption de la technologie. Remarques à l'intention des praticiens Notre recherche considère la confiance dans les agents de l'État, l'anxiété des citoyens et la pression des pairs comme les moteurs des intentions des citoyens chinois d'utiliser la plateforme de microblogage Weibo pour interagir avec le gouvernement chinois. Cet aperçu permet aux praticiens de mieux comprendre les moteurs et les obstacles des citoyens dans l'utilisation des médias sociaux dans les relations entre l'État et le citoyen en Chine.

Authorities in the People's Republic of China communicate with citizens using an estimated 600,000 Sina Weibo microblogs. This study reports on a study of Chinese citizens' adoption of microblogs to interact with the government. Adoption results from trust and peer pressure in smaller-network ties (densely knit, pervasive social networks surrounding individual citizens). Larger-network ties (trust in institutions at large, such as the Chinese Communist Party, executive organizations, the judicial system, the media, etc.) are not associated with the adoption of microblogging. Furthermore, higher levels of anxiety are correlated with lower levels of use intention, and this finding underlines the impact of the Chinese authority's surveillance and control activities on the lives of individual Chinese citizens. Based on these findings, we outline a theory of why citizens use microblogs to interact with the government and suggest avenues for further research into microblogs, state–citizen communication patterns and technology adoption. Points for practitioners: Our research identifies trust in individual civil servants, citizens' anxiety and peer pressure as drivers of Chinese citizens' intentions to use the Weibo microblogging platform to interact with the Chinese government. This insight allows practitioners to better understand citizens' drivers and obstacles in the use of social media in state–citizen relations in China.

Authorities in the People's Republic of China communicate with citizens using an estimated 600,000 Sina Weibo microblogs. This study reports on a study of Chinese citizens' adoption of microblogs to interact with the government. Adoption results from trust and peer pressure in smaller-network ties (densely knit, pervasive social networks surrounding individual citizens). Larger-network ties (trust in institutions at large, such as the Chinese Communist Party, executive organizations, the judicial system, the media, etc.) are not associated with the adoption of microblogging. Furthermore, higher levels of anxiety are correlated with lower levels of use intention, and this finding underlines the impact of the Chinese authority's surveillance and control activities on the lives of individual Chinese citizens. Based on these findings, we outline a theory of why citizens use microblogs to interact with the government and suggest avenues for further research into microblogs, state–citizen communication patterns and technology adoption. Points for practitioners Our research identifies trust in individual civil servants, citizens' anxiety and peer pressure as drivers of Chinese citizens' intentions to use the Weibo microblogging platform to interact with the Chinese government. This insight allows practitioners to better understand citizens' drivers and obstacles in the use of social media in state–citizen relations in China.

Social media are becoming increasingly important for communication between government organisations and citizens. Although research on this issue is expanding, the structure of these new communication patterns is still poorly understood. This study contributes to our understanding of these new communication patterns by developing an explanatory model of message diffusion on social media. Messages from 964 Dutch police force Twitter accounts are analysed using trace data drawn from the Twitter™ API to explain why certain police tweets are forwarded and others are not. Based on an iterative human calibration procedure, message topics were automatically coded based on customised lexicons. A principal component analysis of message characteristics generated four distinct patterns of use in (in)personal communication and new/versus reproduced content. Message characteristics were combined with user characteristics in a multilevel logistic general linear model. Our main results show that URLs or use of informal communication increases chances of message forwarding. In addition, contextual factors such as user characteristics impact diffusion probability. Recommendations are discussed for further research into authorship styles and their implications for social media message diffusion. For the police and other government practitioners, a list of recommendation about how to reach a larger number of citizens through social media communications is presented.