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Editor Login
Convener in chief:
David Lazer
(Methodology, Networked Governance)
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Stanley Wasserman
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Allan Friedman
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Ines Mergel
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Brian Rubineau
(Social Dynamics, Societal Networks, Simulations)
Maria Binz-Scharf
(Qualitative Methodology, Knowledge Sharing, eGovernment)
Jeff Boase
(Technology, Societal networks)
Alexander Schellong
(Admin, eGovernment, Citizen Relationship Management)
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Notification
« Why government is ahead in Web 2.0 | Main | Live by the netroots die by the netroots? »
2 July 2008
Book: Citizen Relationship Management - A Study of CRM in Government
It is my pleasure to announce that "Citizen Relationship Management - A Study of CRM in Government" is now available. Just follow the link to Peter Lang Publishing Group.
Here is a brief description of the book:
This study explores Customer Relationship Management (CRM) in government. Based on an interdisciplinary literature review and multiple-case study design, a model of Citizen Relationship Management (CiRM) is developed and discussed. The case studies explore the perceptions of CRM/CiRM by administrators, elected officials and consultants as well as its implementation and impact on the municipal level and in a multijurisdictional environment in the United States. Although the explorative part of the study focuses broadly on a theoretical conceptualization of CiRM, the immediate empirical referent of research are the 311 initiatives in the City of Baltimore, the City of Chicago, the City of New York and Miami-Dade County. Thus, the results help administrators and researchers to convey the idea and challenges of 311 well. The study shows that CRM is to a certain extent only partly able to make novel contributions to currently active reform movements in government. In addition, the study's findings support the idea that CiRM provides the means to a different kind of public participation.
Contents:
From Customer Relationship Management towards citizen oriented government - CRM - New Public Management - TQM - eGovernment - Citizen public administration relationship - Citizen as customer - Administrative contacting as public participation - Case Studies: CiRM and 311 in Baltimore, Chicago, New York City, Miami-Dade County (Implementation, Understanding, Impact) - Comparing CRM with TQM and eGovernment - A model of Citizen Relationship Management - CiRM and public participation.
I will try to keep you updated on trends in CRM in government on my blog on Citizen Relationship Management.
Posted by Alexander Schellong at July 2, 2008 8:57 AM
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