A Thesis Mohamedalibinsaip
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University of Bradford eThesis This thesis is hosted in Bradford Scholars – The University of Bradford Open Access repository. Visit the repository for full metadata or to contact the repository team © University of Bradford. This work is licenced for reuse under a Creative Commons Licence. BIG SOCIAL DATA ANALYTICS: A MODEL FOR THE PUBLIC SECTOR M BIN SAIP Ph.D 2019 Big Social Data Analytics: A Model for the Public Sector Mohamed Ali BIN SAIP Submitted for the Degree of Doctoral of Philosophy Faculty of Engineering and Informatics University of Bradford 2019 Abstract Mohamed Ali Bin Saip Big Social Data Analytics: A Model for the Public Sector Keywords: Big Social Data, Public Sector, Social Network Theory, Social Network Analysis, Content Analysis, Sentiment Analysis, Local Government. The influence of Information and Communication Technologies (ICTs) particularly internet technology has had a fundamental impact on the way government is administered, provides services and interacts with citizens. Currently, the use of social media is no longer limited to informal environments but is an increasingly important medium of communication between citizens and governments. The extensive and increasing use of social media will continue to generate huge amounts of user-generated content known as Big Social Data (BSD). The growing body of BSD presents innumerable opportunities as well as challenges for local government planning, management and delivery of public services to citizens. However, the governments have not yet utilised the potential of BSD for better understanding the public and gaining new insights from this new way of interactions. Some of the reasons are lacking in the mechanism and guidance to analyse this new format of data. Thus, the aim of this study is to evaluate how the body of BSD can be mined, analysed and applied in the context of local government in the UK. The objective is to develop a Big Social Data Analytics (BSDA) model that can be applied in the case of local government. Data generated from social media over a year were collected, collated and analysed using a range of social media analytics and network analysis tools and techniques. The final BSDA model was applied to a local council case to evaluate its impact in real practice. This study allows to better understand the methods of analysing the BSD in the public sector and extend the literature related to e-government, social media, and social network theory. I Declaration I hereby declare that this thesis has been genuinely carried out by myself and has not been used in any previous application for a degree. Any valuable participation of others in this thesis has been acknowledged where appropriate. Mohamed Ali Bin Saip II Acknowledgement I wish to thank God Almighty for His bountiful blessing and tender mercies. It is a pleasure for me to thank all people who supported and encouraged me along this journey. First, I would like to give my sincere gratitude to Dr Mumtaz Kamala and Dr Rana Tassabehji for their wonderful and effective guidance and supervision. Thank you for your constructive suggestions, continued support and invaluable advices. Thank you to all staff of the University of Bradford who works behind the scenes to ensure our conducive research environments. I am also grateful to my friends and research colleagues for their friendship and assistance. Special thanks to Masoud Khamallag who were always there to support and understand me with patience and tolerance. To my sponsor, Universiti Utara Malaysia, thank you for honouring me the scholarship and am grateful for the opportunities. I would like to express my pride to my parents (Saip Saykon and Kastamah Kadar) and all my family members for their love. Special thanks to my wife (Adiyati Mohd Nor) as I believe ‘no man succeeds without a good woman behind him’. Last but not least, many thanks to my beloved offspring (Maisarah, Mus’ab, Muaz, Nuha, Mubin) who put a smile on my face when I really needed it. I Publications and contributions Article in Journal Saip, M.A., Kamala, M.A. and Tassabehji, R. (2018). Identifying Social Roles in a Local Government’s Digital Community. International Journal of Engineering & Technology, 7(4.19), 256–260. Conference Contributions Saip, M.A., Kamala, M.A. and Tassabehji, R. (2016). Understanding the Corpus of E-Government Research: An Analysis of the Literature Using Co-Citation Analysis and Social Network Analysis. In: British Academy of Management (BAM) 2016 Conference Proceedings. Newcastle, UK. Workshop Saip, M.A., Kamala, M.A. and Tassabehji, R. (2016). Big Social Data Analytics Model (BSDAM) for Managing E-Government Services. In: British Academy of Management (BAM2016) Doctoral Symposium. Newcastle, UK. Saip, M.A., Kamala, M.A. and Tassabehji, R. (2016). Social media analytics: Developing a model for managing e-government services in the digital age. In: UK Academy for Information Systems (UKAIS 2016) PhD and Professional Doctorate Consortium. Oxford, UK. Saip, M.A., Kamala, M.A. and Tassabehji, R. (2015). Investigating the Intellectual Structure of Literature Using Co-citation Analysis and Social Network Analysis: A Case Study of E-Government. In: Colloquium of ACM Student Chapter University of Bradford. Bradford, UK. Poster Presentations Saip, M.A., Kamala, M.A. and Tassabehji, R. (2017). Big Social Data for Citizen Public Services: Developing an Applied Model and Analytical Toolkit. In: ESRC Seminar: Information Sharing for Devolution and Public Reform. Manchester, UK. Saip, M.A., Kamala, M.A. and Tassabehji, R. (2017). Big Social Data for Citizen Public Services: Developing an Applied Model and Analytical Toolkit. In: Research Day Agenda, School of Electrical Engineering and Computer Science, University of Bradford. Bradford, UK. Saip, M.A., Kamala, M.A. and Tassabehji, R. (2017). Big Social Data for Citizen Public Services: Developing an Applied Model and Analytical Toolkit. In: Malaysian Students Conference and Research Showcase. London, United Kingdom. Saip, M.A., Kamala, M.A. and Tassabehji, R. (2017). Big Social Data for Citizen II Public Services: Developing an Applied Model and Analytical Toolkit. In: The First Annual Innovative Engineering Research Conference (AIERC) University of Bradford, Bradford, UK. III Table of Contents ABSTRACT .......................................................................................................................... I DECLARATION................................................................................................................... II ACKNOWLEDGEMENT ....................................................................................................... I PUBLICATIONS AND CONTRIBUTIONS ............................................................................. II TABLE OF CONTENTS ....................................................................................................... IV LIST OF TABLES ................................................................................................................. X LIST OF FIGURES ............................................................................................................. XII LIST OF ABBREVIATIONS................................................................................................ XIII INTRODUCTION ......................................................................... 1 1.1 Background ........................................................................................................... 1 1.2 Research Problem ................................................................................................. 4 1.3 Rationale for Study ................................................................................................ 6 1.4 Research Objectives .............................................................................................. 8 1.5 Research Questions .............................................................................................. 9 1.6 Measures of Success ........................................................................................... 10 1.7 Thesis Structure ................................................................................................... 10 LITERATURE REVIEW I (ELECTRONIC GOVERNMENT) ..... 13 2.1 Introduction .......................................................................................................... 13 2.2 Electronic Government ........................................................................................ 13 2.2.1 Research on e-government ....................................................................... 15 2.2.2 E-government using Social Media ............................................................. 16 2.3 Big Social Data .................................................................................................... 19 2.4 The Potential Use of BSD in the Public Sector ..................................................... 24 IV 2.5 Big Social Data Analytics ..................................................................................... 28 2.6 Chapter Summary ................................................................................................ 34 LITERATURE REVIEW II (SOCIAL NETWORK) ..................... 35 3.1 Introduction .......................................................................................................... 35 3.2 Social Network Theory ......................................................................................... 35 3.2.1 Understanding the social