‘Here one moment, gone the next’: A framework for liquid communication generated through social media platforms in the Botswana public sector

Abstract

Background: In Botswana, the public sector has been fully active in utilising social media platforms as part of the e-government programme, thereby generating liquid communication in the process. The content in social media platforms, which is referred to as liquid communication, is so fluid that its management becomes a challenge. This is so because one moment a post is available on a social media platform and the next moment it disappears. The unstable nature of liquid communication calls for its governance according to established national and international records management principles. Objectives: This study utilised the principles of information governance of the Association of Records Managers and Administrators (ARMA) as a theoretical framework to examine how liquid communication generated through social media platforms is governed by the Botswana government. Method: Qualitative data were collected through document analysis and interviews with officials from government departments concerned with the management of information. Results: The study revealed that despite the active presence on social media by the Government of Botswana in communicating with the public, there is a lack of a framework to govern liquid communication. This resulted in weak accountability, protection, compliance, transparency and integrity, as well as retention and disposition for governance of liquid communication. Conclusion: The study concludes by arguing that failure to manage and preserve liquid communication would result in a loss of digital heritage for the country. A framework for liquid communication governance in the Botswana public sector is suggested.