Keep me posted, but don’t stress me out: how the positive effect of social networking services on civil servants’ information use and political capacities can be attenuated by social media stress

Public policy and administration debates typically assume that ICT tools, including social networking services (SNS), increase the amount of information that is communicated and thus harnessed for policymaking processes. At the same time, behavioral approaches point to the potentially detrimental effects of social media stress resulting from an overexposure to SNS. Because systematic research on the individual-level effects of SNS in policy formulation is rare, this paper explores the effect of SNS on the use of policy-relevant information and, thus, on individual political capacities. A moderated mediation analysis was performed based on survey data from central ministerial bureaucracies in Germany, Italy, and Norway, considering not only the amount of information utilized in legislative drafting but also the variability and concentration of the information sources. The results indicate that SNS positively relate to policy officials’ information use, which, in turn, increases their self-reported political capacities. However, the positive relationship between SNS and both the amount and the variability of information use was found to be diminished when levels of social media stress are high rather than low. The conclusions discuss the implications for civil servants and policymaking.