Conceptual Framework for Social Media Usage in Public Services - An Indian Perspective

Individuals are becoming more social with the penetration of social media into their day to day life, whether anyone accepts or not, everyone is gearing towards consumption shift with digital content in their life as they spend more and more time online. Every organization focused on the utilizing the power of social media and devising own strategy for marketing of products and services. In general, service sector is one area where these services are greatly influenced by the services offered by social media. This paper begins with introduction to the social media, classifying the service sector and explores further on how Public service sector in India is utilizing the social media for expanding the quality and reach of their services. Government as well as private sector organizations have their own practices to make use of Information Management and to be specific, social media services. This study also depicts the role of social media in influencing the services offered to the public and an approach towards the expected plan of action.