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1 2021

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The role of digital communication tools in the process of humanization of smart city

Rożałowska Barbara

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2021

z. 151

595--606

Purpose: The aim of the article is to characterize the channels of communication between citizens and the authorities of Polish cities and check the extent to which cities use the digital possibilities of contact. Design/methodology/approach: In order to find out about the communication patterns, 280 randomly selected cities were examined. The subject of communication was part of a broader study on the functioning of a smart city in Poland. The theoretical basis used in the article is human smart city. This concept assumes that the functioning of cities requires social participation and effective communication also using channels supported by information and communication technologies (ICT). Findings: The conclusions of the study show that most cities still used the traditional approach in dealing with the locals. Personal meetings and a paper-based message are preferred. Research limitations/implications: In further research, it is worth observing in which direction the development of city websites is progressing, whether there are general tendencies to expand meeting places between residents, groups of residents and city officials, and what new functionalities are offered by city portals, including social networks. Quantitative research should be extended with case studies to better illustrate the subject of communication. Practical implications: The article can be used by municipal authorities to improve communication with residents. Moreover, it enables comparisons to be made between groups of cities differing in the number of inhabitants. Originality/value: The text considers the subject of communication between the authorities and residents, which has never been studied on a national research sample. New are also developed theoretical models on which to work.