Purpose

This paper considers the potential of social media for developing public services. The paper approaches social media as a context that can provide information that might otherwise be unattainable. The focus of analysis is on a special hard-to-reach group of marginalized youths who appear to have isolated themselves from society.

Design/methodology/approach

The authors answer the question: How can the experiences of socially withdrawn youth as shared on social media be used to enrich the knowledge base relating to the initiation phase of co-creation of public services? The data retrieved from the Finnish discussion forum are analyzed using the combination of unsupervised machine learning and discourse analysis.

Findings

The paper contributes by outlining a method that can be applied to identify expertise-by-experience from digital stories shared by marginalized youths. To overcome the challenges of making socially withdrawn youths real contributors to the co-creation of public services, this paper suggests several theoretical and managerial implications.

Originality/value

Co-creation assumes an interactive and dynamic relationship where value is created at the nexus of interaction. However, the evidence base for successful co-creation, particularly with digital technology, is limited. This paper fills the gap by providing findings from a case study that investigated how social media discussions can be a stimulus to enrich the knowledge base of the co-creation of public services.

中文翻译：

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通过数字方式接触难以接触的人——公民作为公共服务共同创造的发起者

目的

本文考虑了社交媒体在发展公共服务方面的潜力。该论文将社交媒体视为一种可以提供否则可能无法获得的信息的环境。分析的重点是一个特殊的难以接触的边缘化青年群体，他们似乎与社会隔绝了。

设计/方法/方法

作者回答了这个问题：如何利用社交媒体上分享的社交退缩青年的经历来丰富与共同创造公共服务的启动阶段相关的知识库？从芬兰讨论论坛检索到的数据使用无监督机器学习和话语分析相结合进行分析。

发现

该论文概述了一种方法，该方法可用于从边缘化青年分享的数字故事中识别专业知识。为了克服使社会退缩青年真正为共同创造公共服务做出贡献的挑战，本文提出了一些理论和管理意义。

原创性/价值

共同创造假设一种互动和动态的关系，其中价值是在互动的纽带上创造的。然而，成功共同创造的证据基础，尤其是数字技术，是有限的。本文通过提供案例研究的结果来填补空白，该案例研究调查了社交媒体讨论如何刺激丰富公共服务共同创造的知识基础。