La révolution numérique se fait dans un climat de défiance latente des clients et des citoyens envers les pratiques digitales (collecte et exploitation de données, etc.). Nombre de responsables appellent de leurs vœux à davantage de transparence afin de sortir de la crise de confiance actuelle. Mais ce principe de transparence serait-il suffisant pour restaurer la confiance dans l’environnement digital ? La question de la transparence se pose aujourd’hui de manière prégnante en raison des risques de dérive et de manipulation des clients, mais elle se pose aussi de manière différente, tant les modes d’échange et de communication sont maintenant multiformes, multidirectionnels et instantanés. Cette recherche explique le rôle de la transparence perçue des pratiques digitales dans l’appréhension de la relation client. Une étude qualitative exploratoire sur deux échantillons (16 clients et 12 managers) a permis de valider la multi-dimensionnalité de la transparence perçue (objectivité, limpidité, ouverture) des pratiques digitales. Une étude quantitative en ligne (panel ad hoc de 445 répondants) réalisée sur les perceptions des clients d’Amazon, un pure player de l’e-commerce, leader dans le domaine et pionnier dans l’exploitation massive des données (moteurs de recommandations, customisation, etc.), a quant à elle permis de 1) développer une échelle de mesure de la transparence perçue, 2) comprendre en quoi la transformation digitale des clients avait un rôle dans la perception de la transparence et 3) évaluer l’impact des différentes facettes du concept sur le renforcement ou la dégradation des relations avec les entreprises (confiance et engagement). Une étude post-enquête qualitative a finalement été menée afin de discuter avec les managers des implications de ce travail doctoral. / The digital revolution is taking place in a climate of distrust. Consumers and citizens often have a negative judment of digital practices (collection and data exploitation, etc.). Officials are calling for more transparency to surpass the current trust crisis. But will this principle of transparency be enough to restore trust in the digital environment? The question of transparency arises significantly today because of the risks of customer drift and manipulation. It also arises because of the changing communication modes which are now multiform, multidirectional and instantaneous. This research explains the role of perceived transparency of digital practices in the way we apprehend the customer relationship. A qualitative exploratory study on two samples validated the multi-dimensionality of the perceived transparency construct (objectivity, clarity, openness) using the perceptions of 16 consumers and 12 managers. An online quantitative study (ad hoc panel of 445 respondents) conducted on the perceptions of Amazon customers, an e-commerce pure player, leader in the field and pioneer in the massive exploitation of data (recommendation engines , customization, etc.), has helped to 1) develop a measurement scale of perceived transparency, 2) understand how the customers’ digital transformation had a role in the perception of transparency and 3) determine the influence of perceived transparency’s dimensions on trust building and commitment. A qualitative post-survey study was finally conducted to discuss with managers the implications of this doctoral research.

As part of its quest to become the first digital African city, in 2014 the City of Cape Town adopted an open data policy, which was later coupled with an open data portal to make government data available for public access. This was touted as a novelty initiative as the City of Cape Town was the first African city to implement a policy of this nature. This open data initiative aimed at enhancing transparency and accountability as well as promoting inclusive economic participation for its citizens. Open data project managers from the city and external industry experts working on open data initiatives were interviewed to understand the current the state of open data within the city and how it worked with other stakeholders. The study draws on these interviews to present the current challenges experienced by the city from the city’s official point of view as well as from open data experts working closely with the city. To understand the practical experiences of how the city publishes data in its platforms, the study also extensively explored the city’s open data portal, as well as examining and commenting on the documented open data policy guidelines contrasted and compared to current practical experiences. To guide the objectives and analysis of the study, four key themes were adopted from literature; context, use, data and impact. Context focused on the overall context or environment at which open data in the city is provided as a public service, while use focused challenges on the uses of open data as well as it is users, data focused on the types of datasets published on the portal as well as the technical challenges in publishing them. Lastly impact looked at the expected benefits and goals of the city’s open data policy. The study through the themes highlighted the ongoing challenges at various levels that the city experience as they implement and develop the open data policy. Overall it was noted that open data was not a goal but continuous challenges were arising daily while implementing and developing the policy- while it was noted that various stakeholders within and outside government had to collaborate to effectively meet the required open data standards.

Doctor of Philosophy / Department of Family Studies and Human Services / Melinda S. Markham and Karen S. Myers-Bowman / The purpose of this qualitative study was to examine the phenomenon of social networking sites (SNSs) and its impact on practicing human service professionals. In this exploratory study, 33 interviews, comprised of family life educators and social workers, were conducted in order to gain the perspective of how SNSs were being used in practice. A phenomenological approach was used to get at the lived experiences of these professionals. In addition, a Johari Window lens provided a way to understand the level of transparency professionals had when interacting with the digital culture. Themes found described how SNSs were being utilized in practice. These centered on benefits to the agency, clientele, and to the professional. The changing technological climate was shown to be impacting the delivery of services, yet professionals were underutilizing SNSs in practice. Regardless if the professional was on or offline, being recognized as a professional was extremely important. As a result, professionals were cognizant of potential consequences of using SNSs for professional and personal use. This awareness not only led professionals to want to safeguard their privacy, but also provided an opportunity for these professionals to develop guidelines for ethical digital behavior. Implications for research include exploring how a person’s digital status should be defined, if at all, how do privacy and ‘connecting’ influence each other, and what is the impact of viewing others’ posts on the ego strength of the person. The biggest implication for practice was the need for specific policies designed around professional digital behavior. In the absence of specific guidelines, professionals established their own set of rules to guide their practice. However, as more agencies and professions begin to see the need for and develop policies for SNS use, professionals will need to assimilate these new guidelines into their practice.

[pt] Esta é uma pesquisa no campo da Comunicação no subcampo dos estudos de Internet e Transparência e tem como objetivo analisar se a comunicação via Facebook das prefeituras de São Paulo e Rio de Janeiro ao longo do ano de 2017 abordou temas com potencial de levar à promoção de transparência pública. Este estudo adota uma metodologia qualitativa a partir do estabelecimento de categorias de análise do conteúdo das postagens. Ao fim, esta pesquisa verificou prevalência de conteúdo que tem o potencial de levar à promoção de transparência nas duas prefeituras. Em comum, as páginas do Facebook das duas prefeituras apresentaram um baixo investimento em postagens de Agenda, Conteúdo Fiscal e Responsividade e uma ênfase em Ações Governamentais e Serviços Públicos-sociais. Este trabalho também pretendeu contribuir para a lacuna de estudos a respeito da relação entre Comunicação Pública e Transparência e sobre o potencial de promoção de transparência pública para além de exigências legais. / [en] This is a research in the field of Communication in the subfield of studies of Internet and Transparency and aims to analyze if the communication via Facebook of prefectures of São Paulo and Rio de Janeiro during the year 2017 addressed topics with potential to lead to the promotion of transparency. This study adopts a qualitative methodology based on the establishment of content categories of the posts. Finally, this research verified the prevalence of content that has the potential to lead to the promotion of transparency in both prefectures. In common, the Facebook pages of the two prefectures presented a low investment in postings of Agenda, Fiscal Content and Responsiveness and an emphasis on Government Actions and Public-Social Services. This paper also sought to contribute to the study gap regarding the relationship between Public Communication and Transparency and the potential of promoting public transparency beyond legal requirements.

This study aims to examine active, digital transparency levels in Swedish municipalities, aswell as its potential explanatory factors using a stakeholder-oriented index design. All 290municipal websites are examined to create a representative index which can be analyzedbased on theoretical assumptions of why transparency and digital administration is developed.Transparency levels in Sweden seem internationally competitive compared to some previousstudies. However, there is still room for most municipalities to increase their activetransparency levels, especially in order to better meet their constituents’ political interests.Four bivariate and two multivariate regression models are developed and examined, showingonly population size correlates significantly with active, digital transparency levels. Thiscould be due to factors of scale, or a greater lack of connection to political leadership inmunicipalities with a larger population.