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The Impact of Twitter on Government Organizations in KSA

Fayez Alsehani in Information Sciences

International Journal of Applied Information Systems
Year of Publication: 2018
Publisher: Foundation of Computer Science (FCS), NY, USA
Authors:Fayez Alsehani
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  1. Fayez Alsehani. The Impact of Twitter on Government Organizations in KSA. International Journal of Applied Information Systems 12(12):19-26, April 2018. URL, DOI BibTeX

    	author = "Fayez Alsehani",
    	title = "The Impact of Twitter on Government Organizations in KSA",
    	journal = "International Journal of Applied Information Systems",
    	issue_date = "April 2018",
    	volume = 12,
    	number = 12,
    	month = "Apr",
    	year = 2018,
    	issn = "2249-0868",
    	pages = "19-26",
    	url = "",
    	doi = "10.5120/ijais2018451752",
    	publisher = "Foundation of Computer Science (FCS), NY, USA",
    	address = "New York, USA"


Government Organizations or Firms (GOFs) are interested in understanding aspects related to Governments’ vision, mission, objectives and goals in order to formulate Information Systems (IS) and Information Technology (IT) strategies by determining and prioritizing best IS and IT technologies, which assist in achieving these goals. Twitter has spectacularly appealed to many people all around the world regardless of gender, age or qualification. This research paper explores and addresses the role of Twitter in GOFs that provides an answer to the question why GOFs must give great attention to Twitter? From experiences and literature review, we found that there are many business aspects that are greatly influenced by Twitter such as Research & Development, Marketing & Advertisements, Customer Relationship Management, Human Resources, Marketing Study, Total Quality Management, Forecasting and Risk Management. On that basis, the role of Twitter in GOFs, which are key enablers of effective business strategic planning, intrinsic strategic success criteria and drivers toward excellence. A case study has been carried out in one of the top telecommunication company of Kingdom of Saudi Arabia (KSA). The results of the case study (Passports) affirms that they are mainly using Twitter in three business activities marketing, advertising and customer service that affect the company’s strategic planning critically.


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Strategic, Government Organizations or Firms (GOFs), Twitter Networks, Customer Relationship Management, Data Mining, Social Media Networks