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Usability in Local E-Government: Analysis of Turkish Metropolitan Municipality Facebook Pages

Ocak, Nihan
Yildirim, Caglar
Çağıltay, Kürşat
Babaoglu, Cenay
Social media use is on the rise throughout the world. Influenced by this trend, governments of all levels and sizes are establishing their social media (like Facebook) presence due to the communication and interaction capabilities that such a presence brings. This study examines and explains the social media presence of Turkish local governments from a usability perspective. Usability studies provide governments with important empirical data about the citizens'/users' view/perception of the efficiency, effectiveness and satisfaction of web-based content. Consequently, there is a need for usability testing of government social media services. The analysis of local government social media sites through scientific usability methods, such as expert review, guidelines and eye-tracking, reveals the strengths and weaknesses of government social media services in terms of usability. The study concludes with specific recommendations for improvement of government social media presence, which are applicable, to a great extent, to governments of all levels and sizes in Turkey and elsewhere.