How may I help you? : Factors influencing the preference for instant messaging features of social networking platforms in public service delivery

The primary goal of this research is to establish to what extent personal characteristics, computer self-efficacy, channel experience, task characteristics and perceived channel characteristics, influence citizens’ channel preference for instant messaging features of SNPs, and to measure SNP channel preference. An online questionnaire employing a scenario-based method using a 3 x 4 between-subjects design was conducted in the Netherlands (n = 193). The results show that computer self-efficacy significantly influences WhatsApp channel preference. Furthermore, the nature of the interaction seems to influence WhatsApp preference, seeing as WhatsApp channel preference scores are higher when citizens were asked to report a disruption in the public space. At last, age has a negative influence on the number of cues used via WhatsApp. SNPs and their instant messaging features could possibly revolutionize the public service delivery industry, and could greatly benefit the quality of service. However, it appears that in order to be able to successfully deploy instant messaging features of SNPs as service channels, it is first necessary to inform citizens about the option to use instant messaging features of SNPs as service channels, and to steer them towards these channels.