Author: Ini Ememobong
Abstract
This study examines the effectiveness of the Akwa Ibom State Information Hotline (070000000001) as a citizen engagement tool and public relations strategy. Implemented in 2020 to address security challenges and enhance government-citizen communication, the hotline represents a shift from traditional one-way government communication to dialogic engagement. Using a mixed-methods approach analyzing 3,312 calls between December 2020 and December 2024, this research evaluates the hotline’s effectiveness through the lens of Dialogic Public Relations Theory and Public Sector Communication and Citizen Engagement Theory. Findings reveal that while the hotline successfully facilitated citizen participation in governance and improved emergency response, limitations including the long number format, lack of toll-free access, and operational challenges hindered optimal effectiveness. This case study contributes to the growing literature on technology-enabled citizen engagement mechanisms in governance and recommends expanding outreach to raise awareness of the hotline, especially among rural and underserved populations. Additionally, developing an online platform to complement the hotline would further enhance citizen engagement and streamline feedback collection.
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