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Danish Municipalities and Their Usage of Social Media Technologies a Multiple Case Study Regarding Social Fraud

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Danish Municipalities and Their Usage of Social Media Technologies a Multiple Case Study Regarding Social Fraud DANISH MUNICIPALITIES AND THEIR USAGE OF SOCIAL MEDIA TECHNOLOGIES A MULTIPLE CASE STUDY REGARDING SOCIAL FRAUD MASTER THESIS AUTHOR SUPERVISOR CHRIS MUNK Helle Zinner Henriksen CAND.MERC.IT (E-BUSINESS), SEPTEMBER 15th 2017 Copenhagen Business School, Department of IT Management CHARACTERS COUNT 119.216 PAGES (61) 73 ABSTRACT PURPOSE: The purpose of this thesis is to conduct research on how social media are used by the Danish municipalities as a tool in cases of social fraud. As this is a highly debated area in Denmark, which affects most of the Danish population, this subject is considered extremely interesting to research. AIM: The aim of this thesis is that the study should explore and illuminate the complexities of how the Danish municipalities use social media. The focus will be on the case handling of citizens who try to receive social benefits that are not justified. In addition, the goal is to find out the legislation in this area. One thing is what the media and the municipalities say are being done, but how is the legislation and the guidelines in this area. DESIGN: This thesis is written after an interpretivism philosophy as well as an inductive approach. A literature review has been created that brings together the existing relevant literature on the subject, the use of social media as a tool to examine social fraud in the Danish municipalities. Thus, it has created a framework as well as theoretical tool, which is used later to discuss the collected empirical data. This thesis acquires a mono method qualitative methodological approach, as the primary data is collected through one semi-structured interview with four different municipalities. The research strategy for this dissertation is a multiple case study, as four different municipalities are researched. Thus, information is collected from respondents in different municipalities. The time horizon for this study is a cross-sectional as the study has not been done over a long period of time, and therefore, according to (Saunders, Lewis, & Thornhill, 2012), this is a snapshot of the current situation. FINDINGS: Qualitative findings show that social media technology is a firmly used tool, and it is used by caseworkers in all four investigated municipalities. The empirical evidence shows that Facebook is the most used, as it is the only one represented in all four municipalities. In addition, the four municipalities use other information and communication technologies in their work against social fraud. Social media are primarily used in the start-up phase of a case, as experience has shown that citizens who are involved in a case most often privatize their social media profiles after the first communication from the caseworkers in the municipality. Page 1 of 73 Artikel I. Table of contents 1. Introduction .................................................................................................................................... 5 1.1 Problem statement ..................................................................................................................................... 6 1.2 Research question ....................................................................................................................................... 7 1.3 Case presentation - empirical context ......................................................................................................... 7 1.4 Delimitations ............................................................................................................................................. 10 1.5 Thesis Structure ......................................................................................................................................... 11 2 Literature review ............................................................................................................................... 12 2.1 Social media .............................................................................................................................................. 12 2.2 Social fraud in e-government .................................................................................................................... 13 2.3 Information and communication technologies and Transparency ........................................................... 15 2.4 Concept Matrix .......................................................................................................................................... 18 3 Methodology ..................................................................................................................................... 19 3.1 Research design ......................................................................................................................................... 19 3.2 Research philosophy ................................................................................................................................. 20 3.2.1 Epistemology ...................................................................................................................................... 20 3.2.2 Interpretivism ..................................................................................................................................... 21 3.3 Research approach .................................................................................................................................... 23 3.4 Methodological choice .............................................................................................................................. 23 3.5 Research strategy ...................................................................................................................................... 25 3.6 Time horizon .............................................................................................................................................. 26 3.7 Primary and secondary data ...................................................................................................................... 26 3.8 Research techniques and procedures ....................................................................................................... 27 3.8.1 Interview guide .................................................................................................................................. 28 3.8.2 Selection of informants ...................................................................................................................... 29 3.8.3 Processing the data ............................................................................................................................ 30 3.9 Validity ....................................................................................................................................................... 30 4 Analysis of qualitative findings .......................................................................................................... 32 4.1 Social Media .............................................................................................................................................. 32 4.1.1 Developments in the technological world .......................................................................................... 32 4.1.2 The extent of the use of social media platforms ................................................................................ 34 4.1.3 The phase in which social media are being used ............................................................................... 35 4.1.4 Benefits the social media have created .............................................................................................. 35 4.1.5 Disadvantages the social media have created ................................................................................... 36 4.2 Social fraud in E-government .................................................................................................................... 38 4.2.1 Consequences of social fraud ............................................................................................................. 39 4.2.2 Trust and ethical principles ................................................................................................................ 40 4.3 Information and communication technologies and Transparency ........................................................... 44 5 Discussion .......................................................................................................................................... 46 5.1 Primary data vs. secondary data ............................................................................................................... 46 6 Reflections ......................................................................................................................................... 55 7 Conclusion .......................................................................................................................................... 57 8 Future research ................................................................................................................................. 59 9 Bibliography ....................................................................................................................................... 61 Page 2 of 73 10 Appendix .......................................................................................................................................... 65 10.1 Appendix 1 – Interviewguide ..................................................................................................................
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