Social Media for Government Services

Dr Surya Nepal is a Principal Research Scientist at CSIRO Data61,where he leads the distributed system research team. His main research interestis in the development and implementation of technologies in distributed systemsand social networks, with a focus on security, privacy and trust. He obtainedhis PhD from RMIT University, Australia. At CSIRO, he undertook research inmultimedia databases, web services and service oriented architectures, socialnetworks, security, privacy and trust in collaborative environments and cloudsystems and big data. He has over 100 refereed publications, with many in topinternational journals and conferences (e.g., VLDB, ICWS, ICSOC, InternationalJournals of Web Services Research, IEEE Transactions on Service Computing, ACMComputing Survey and ACM TOIT.  He hasedited two books and many international journal special issues. He serves asprogram chairs and program committee members in many international conferencesand workshops. He has delivered talks/tutorials/keynotes on trusted systems innational and international venues.

Dr Cécile Paris is a Senior PrincipalResearch Scientist Science Leader at CSIRO Data61, leading the KnowledgeDiscovery and Management Research Group. Cécile's expertise is in ComputationalLinguistics and User Modelling, and, in the recent past, social media. Cécilereceived her PhD from Columbia University, New York. Prior to joining CSIRO,she worked at the Information Sciences Institute (USC/ISI, California) and ITRI(University of Brighton, UK).   Cécile has over 150 referred publications; shehas co-edited books and special issues of international journals.  She participated in the Human ServicesDelivery Research Alliance (HSDRA), a 4-yr research alliance between the AustralianDepartment of Human Services and CSIRO, in which she defined and led projectson improving service delivery through social media. Cécile is very active inthe research community, in Australia and internationally, serving on numerousconference and workshop committees, on review boards of grant-giving bodies andjournals. She is the chair of the Australian professional organisation in humancomputer interaction, CHISIG, and received the CHISIG medal in 2011.

Professor DimitriosGeorgakopoulosjoined the RMIT University in July 2014 from CSIRO, where he was a ResearchDirector at the ICT Centre, leading the Information Engineering Laboratory, thelargest Computer Science research organisation in Australia.  Prior to joining CSIRO, Dimitrios heldresearch and management positions in industrial laboratories in the US,including Telcordia Technologies (where he helped found two of Telcordia'sResearch Centers in Austin, Texas, and Poznan, Poland), Microelectronics andComputer Corporation (MCC) in Austin, Texas, GTE (currently Verizon)Laboratories in Boston, Massachusetts, and Bell Communications Research(Bellcore) in Piscataway, New Jersey. Dimitrios was successful in attractingsignificant ($25M+) of external research funding from industry and researchfunding agencies. Hehas extensively published and has served as the General or ProgramChair of  major international conferences. He hasreceived two outstanding paper awards from the IEEE Computer Society (CS) and severalIEEE CS service awards. He was the recipient of GTE's Excellence Award. InAustralia, he has been a co-principal investigator in four ACT iAwards, and aCSIRO divisional innovation award.

This book highlightsstate-of-the-art research, development and implementation efforts concerningsocial media in government services, bringing together researchers andpractitioners in a number of case studies. It elucidates a number ofsignificant challenges associated with social media specific to governmentservices, such as:  benefits and methods of assessing; usability andsuitability of tools, technologies and platforms; governance policies andframeworks; opportunities for new services; integrating social media with organisationalbusiness processes; and specific case studies. The book also highlights therange of uses and applications of social media in the government domain, atboth local and federal levels. As such, it offers a valuable resource for abroad readership including academic researchers,practitioners in the IT industry, developers, and government policy- anddecision-makers.

SocialMedia in Government Services: An Introduction.- Use of Social Media forInternal Communication: A Case Study in a Government Organisation.- SocialMedia Policy in Turkish Municipalities: Disparity between Awareness andImplementation.- Detecting Bursty Topics of Correlated News and Twitter forGovernment Services.- Gamification on the Social Web.- A Lexical Resource forIdentifying Public Services Names on the Social Web.- Multi-Hazard Detection byIntegrating Social Media and Physical Sensors.