Public Service Support through the Virtual Social Networks

Nowadays the top-down relationship line has been challenged. In this linear relationship, bureaucrats are ones who know; lower-class citizens are ones who do not know and need to ask bureaucrats to gain knowledge. Formation of virtual autonomous networks by citizens has disturbed the relationship. Now, by formation of virtual communities, these are the citizens who know. Citizens support public services by sharing their own information and experiences. This article uses the information of a Persian website in which the question and answer cycle takes place. Results suggest that citizens offer solutions for problems of each other regarding public services. In fact, people are responsive to each otherʹs problems with public services and share their knowledge as well as experiences. They also transfer their knowledge without any benefit. Only intrinsic motivation explains such behaviour. Governments can gain benefits through using virtual communities in their services. They can achieve a better understanding of the citizenship needs.