Public Crowdsourcing: Analyzing the Role of Government Feedback on Civic Digital Platforms

Paper by Lisa Schmidthuber, Dennis Hilgers, and Krithika Randhawa: “Government organizations increasingly use crowdsourcing platforms to interact with citizens and integrate their requests in designing and delivering public services. Government usually provides feedback to individual users on whether the request can be considered. Drawing on attribution theory, this study asks how the causal attributions of the government response affect continued participation in crowdsourcing platforms. To test our hypotheses, we use a 7-year dataset of both online requests from citizens to government and government responses to citizen requests. We focus on citizen requests that are denied by government, and find that stable and uncontrollable attributions of the government response have a negative effect on future participation behavior. Also, a local government’s locus of causality negatively affects continued participation. This study contributes to research on the role of responsiveness in digital interaction between citizens and government and highlights the importance of rationale transparency to sustain citizen participation…(More)”.