Vatandaşların Belediye ile Olan İlişkilerinde Çevrimiçi (Online) İletişim Yöntemlerine İlişkin Tutumları ve Entegre Çok Kanallı Platformların Ortaya Çıkışı: Turunç Masa Örneği

Year 2023, Volume: 32 Issue: 1, 95 - 112, 08.04.2023

Bengi Demirci , Nilüfer Gürer Bildik

https://doi.org/10.26650/siyasal.2023.32.1245800

Abstract

Bu çalışma, vatandaşların yerel yönetimlerle olan ilişkilerinde çevrimiçi (online) iletişim kanallarını ve yerel düzeyde çevrimiçi ve çevrimdışı (offline) iletişim kanallarını birleştiren entegre çok kanallı platformları kullanmaya ilişkin tutumlarını incelemektedir. Vatandaşların söz konusu tutumları, bu konudaki farkındalıkları, kullanma eğilimleri ve memnuniyetlerine bakılarak analiz edilmiş ve bu yapılırken cinsiyet, yaş, eğitim ve sosyo-ekonomik gelişmişlik düzeylerinin etkisi dikkate alınmıştır. Araştırmanın temel hipotezi, hızla dijitalleşen dünyada vatandaşların belediye ile olan ilişkilerinde en çok tercih edilen iletişim yolunun online iletişim olacağı şeklinde idi. Çalışma, Antalya’nın Muratpaşa ilçesinde yaşayanlarla gerçekleştirilen ve katılımcılara ilçe belediyesiyle iletişim kurmak için tercih ettikleri yolların sorulduğu, yüz yüze anketlerden elde edilen verilere dayalı, betimsel nicel bir araştırmaya dayanmaktadır. Bu ilçe belediyesi, çevrimiçi ve çevrimdışı iletişim kanallarını ortak bir platformda birleştiren entegre bir model olan Turunç Masa uygulamasını kullanmakta olduğu için çalışma alanı olarak seçilmiştir. Araştırmanın sonuçları, vatandaşların belediye ile olan ilişkilerinde geleneksel yöntemleri tercih ettiklerini göstermektedir. Telefon ile iletişim kurmak en çok tercih edilen yöntem iken bunu yüz yüze iletişim takip etmektedir. Sosyal medya en az tercih edilen iletişim kanalları arasındadır. Entegre model, yaygın olarak bilinmekte ve her zaman bilinçli olmasa da sıklıkla kullanılmaktadır.

Keywords

Vatandaş tutumu, Çevrimiçi (online) iletişim, Yerel yönetim, Yönetişim, Entegre çok kanallı platform

Citizens’ Attitudes Towards Online Communication Channels in Contacting Local Governments and the Emergence of Integrated Multi-Channel Platforms: The Case of Orange Table

Abstract

This article explores attitudes of citizens towards online communication channels and newly emerging integrated multichannel platforms which combine online and offline communication channels, when contacting local governments. It analyzes citizens’ attitudes in terms of their awareness, intention to use and satisfaction, together with the effects of gender, age, education, and socio-economic development level. Main hypothesis of the research was that in highly digitalized world the most preferred way of communication between citizens and municipality would be online contact. The article presents descriptive quantitative analysis based on data obtained by paper-based questionnaire conducted with residents of Muratpasa district in Antalya, where participants were asked about their preferred ways for communicating with district municipality. This district was chosen for the integrated platform - namely the Orange Table – which was adopted by the municipality, and which combined online and offline communication channels for interacting with citizens. The research revealed that citizens still prefer traditional offline communication channels when contacting municipality. Calling by phone was the most preferred way which was followed by going personally. Social media was one of the least preferred communication channels. Integrated model was widely known and frequently used although not consciously all the time.

Keywords

Citizen attitude, Online communication, Local government, Governance, Integrated multi-channel platform

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