Building Public Trust in Social Media

  • Dorota Marquardt
  • Barbara Filipczyk
  • Jerzy Gołuchowski
  • Joanna Paliszkiewicz


In this chapter, we focus on trust as an important factor in the development of the relationship between public organizations that use Twitter and the users who follow them. Public trust is analyzed in three dimensions—competence, benevolence, and integrity—using the example of communication via Twitter during the participative budgeting process in Poland’s voivodships. We examine how trust is earned on Twitter and how the medium is used as a communication tool by politicians and public institutions. We attempt to identify patterns of building trust and the impact of this relationship on the public trust. The methods of communication used by the City Halls of voivodship capitals in Poland and/or their presidents on Twitter are identified, with a focus on the subject of the participatory budget.


Twitter Participatory budget Building public trust Social media 


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Copyright information

© The Author(s) 2018

Authors and Affiliations

  • Dorota Marquardt
    • 1
  • Barbara Filipczyk
    • 1
  • Jerzy Gołuchowski
    • 1
  • Joanna Paliszkiewicz
    • 2
  1. 1.University of Economics in KatowiceKatowicePoland
  2. 2.Warsaw University of Life SciencesWarszawaPoland

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