Basic service delivery is a fundamental right for all South Africans, especially vulnerable groups. Effective and efficient channels of communication between multi-stakeholder groups involved and affected by service delivery are essential. Digital citizen engagement has recently emerged as a key approach for supporting two-way communication between citizens and the government. It is essential for building evidence-based data to engage with government and apply social accountability measures to lobby for the provision of basic services. Key to building capacities and learning, is developing the abilities of both local government and citizens to become digitally literate (including civic and responsiveness literacy), in order to realise and action the true benefits of digital citizen engagement. This research set out to identify the roles of digital literacy in digital citizen engagement, and how it may be embedded in knowledge transfer processes for implementing digital citizen engagement initiatives. A pragmatist philosophical approach was applied: studying, observing and reflecting on actions in the MobiSAM case study. Using Szulanski’s four-stage model of knowledge transfer, key focus areas for developing digital literacy were identified, contributing to a Quadruple-E process of: (1) explore, (2) enable, (3) engage and (4) embed. Practices identified in the MobiSAM case study are provided as suggestions for each phase, with an indication of possible constraints that may be experienced in the knowledge transfer and digital literacy development process – a potential guideline for developing digital literacy in digital citizen engagement initiatives. The process for knowledge transfer and developing digital literacy that was identified in this article provides a guideline for future implementation of digital citizen engagement initiatives in resource-constrained contexts.

中文翻译：

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将知识转移嵌入南非的数字公民参与中：发展数字素养

提供基本服务是所有南非人，特别是弱势群体的一项基本权利。涉及并受服务提供影响的多方利益相关者团体之间有效有效的沟通渠道至关重要。最近，数字公民参与已成为支持公民与政府之间双向交流的一种关键方法。建立基于证据的数据与政府互动并运用社会责任措施游说提供基本服务至关重要。能力建设和学习的关键是发展地方政府和公民的能力，使其具备数字素养（包括公民素养和响应能力素养），从而实现并采取行动来实现数字公民参与的真正利益。这项研究旨在确定数字素养在数字公民参与中的作用，以及如何将其嵌入知识传递过程中以实施数字公民参与计划。应用了实用主义的哲学方法：研究，观察和反思MobiSAM案例研究中的行为。使用Szulanski的知识转移的四个阶段模型，确定了发展数字素养的重点领域，从而促进了Quadruple-E流程：（1）探索，（2）启用，（3）参与和（4）嵌入。MobiSAM案例研究中确定的做法是每个阶段的建议，并指出了知识转移和数字素养发展过程中可能遇到的制约因素–这是在数字公民参与计划中发展数字素养的潜在指南。本文确定了知识转移和发展数字素养的过程，为在资源有限的情况下未来实施数字公民参与计划提供了指南。