Development of a Methodology for Assessing the Quality and Communication Capabilities of Government Telegram Bots
Boris Abdullochonovich Nizomutdinov, Андрей Чугунов, Gleb Khudiakov · 2024
The popularity of the Telegram messenger is growing every year, attracting a large number of users, this tool is actively used by business and the government in their communication strategies. In addition to sending messages, thanks to its flexible capabilities, Telegram allows users to create mini bot applications. Telegram bots are automated programs or scripts designed for use in the messenger. These bots allow you to interact with users and provide information or services in a convenient way. The work is devoted to the study of government Telegram bots. The analysis of the functionality of bots and their impact on improving citizens’ access to public services has been carried out. 64 bots were selected for the analysis, with a description of their main capabilities, a questionnaire was compiled to assess the quality and functionality, monitoring and rating of bots were conducted, and the possibilities of electronic participation for users were considered. The main advantages and disadvantages of bots are described. The communication possibilities and prospects of using bots as an electronic participation tool are considered. Monitoring of social networks was carried out, for discussion by citizens of Telegram bots, to assess their popularity.