Research On The Evaluation Of Government Social Media Information Utility Based On User Experience

With the development of information technology,social media has become an important and indispensable tool in people’s lives,realizing diversified information delivery methods such as information interaction and net-like communication,and users can also produce high-quality information content as content creators.The powerful energy of social media has brought new information service revolution to government departments.Government departments at all levels have used social media to realize the modernization of digital government governance,such as the openness of government information,the provision of government and people’s livelihood services,and the promotion of interaction between government and people.Government social media plays an important role in the development of e-government and promoting the modernization system of national governance.As the direct audience of government social media,the public has high expectations and requirements for government social media,which are different from other media.They often hope to get effective information in the fastest time.However,at the present time when the development of government social media is uneven,there are such phenomena as deviation in function orientation,inconspicuous interaction between government and people,and untimely feedback.The actual satisfaction of users is not significantly improved,there is no breakthrough in emotional experience,the perceived usefulness of information services is stagnant,and the proper information value is not created,thus forming the phenomenon of low information utility of government social media,which cannot achieve the purpose of promoting the digital construction of government.How to improve the information utility of government social media from the perspective of users,and promote the government to achieve modern governance in terms of government openness,public opinion supervision,and service provision? It has become an urgent problem to be studied and analyzed.Based on user experience theory,quality function deployment(QFD)theory and other theories,this paper uses semi-structured interviews,questionnaires,empirical analysis,numerical calculation and other methods to focus on the research theme of "information utility of government social media".Starting from the current situation of the application of the information utility of government social media,this paper analyzes the existing practical problems,and then combines with user experience theory to discover the element structure of the information utility of government social media,constructs the relevant evaluation system according to the QFD theory,and carries out empirical evaluation research.Based on the empirical results and theoretical analysis,this paper proposes the strategies for improving the information utility of government social media.The main research contents include:(1)Through sorting out the relevant research on "government social media" and "information utility" of domestic and international,summarizing the relevant research status,and combining with theoretical analysis,defining the concept of "information utility of government social media".(2)Starting from the application status of the information utility of government social media,combining with the relevant documents of the General Office of the State Council and the local government,this paper analyzes the development status of government social media,finds out the problems existing in the practical application,and emphasizes the key role of researching the information utility of government social media.Then based on the connotation level of user experience theory,this paper analyzes the elements and structure of the information utility of government social media.(3)From the perspective of user needs,collect and determine user needs and their fuzzy importance,test and modify the evaluation indicators initially screened through exploratory factor test,construct the correlation matrix between user needs and evaluation indicators according to QFD thought,calculate the importance of evaluation indicators,and construct the evaluation system of government social media information utility.(4)The "release" government We Chat of 13 prefecture-level cities in Jiangsu Province was evaluated by empirical full ranking,and its information utility was ranked by using the multi-criteria compromise ranking method(VIKOR)combined with the gray correlation degree to further find its application level and existing problems.Research conclusion:(1)It defines the information utility of government social media as the user’s satisfaction in terms of emotional experience,perceived usefulness and the information value created during the use of the information services provided by government social media accounts registered by government departments at all levels,based on their own needs and expectations.(2)Based on the connotation of user experience theory,this paper analyzes and concludes that the information utility of government social media is composed of information content experience,technical function experience,aesthetic emotion experience,interactive experience,benefit value,and social impact.(3)According to the QFD theory,the information utility of government social media evaluation system is constructed,including 21 specific evaluation indicators of 6 dimensions.It is found that the dimension weight of technical function experience and interaction experience under the first-level dimension occupies the main part of the evaluation system,and the weight of quantitative indicators such as average reading,average likes,fan activity and other quantitative indicators accounts for the largest proportion of the second-level indicators.(4)Through the empirical evaluation of the effectiveness of "release" government We Chat information in 13 prefecture-level cities in Jiangsu Province,it is found that "Nanjing release" is the best solution in the overall ranking,and its information effectiveness ranks first,followed by "Suzhou release" and "Wuxi release",and the overall ranking of "Huai’an release","Yancheng release" and "Zhenjiang release" is lower.For specific indicators,we need to focus on the reliability of information content,the response speed and smoothness of system performance,the attractiveness of information services of government social media to users,and the effectiveness of interactive function processing results,and plan specific improvement strategies to improve the information utility of government social media.Finally,based on the analysis of the research results,this paper puts forward countermeasures and suggestions to improve the information utility of government social media from five aspects,namely,information content release of government social media,technical function service,aesthetic emotion design,interaction performance optimization and user level,in order to provide theoretical and practical value for the further development of the information utility of government social media,and points out the shortcomings in the research and future prospects.