Exploring the Roles of Informational and Emotional Language in Online Government Interactions to Promote Citizens’ Continuous Participation

Effective government responses are crucial for fostering citizens’ online engagement, yet our understanding of the impacts of the language used in government responses remains limited. Based on Language Expectancy Theory, this study investigates how emotional and informational language on electronic government petition platforms (EGPPs) influence citizens’ willingness to engage continuously. The study employs a dual-method approach, combining user trajectory analysis and experimental data, to test the developed model and hypotheses. Findings reveal that both emotional and informational language significantly enhance citizen engagement, mediated by the alignment of government responses with citizen expectations. This research provides novel insights into digital governance, extends existing literature on e-participation, and offers practical recommendations for optimizing governmental communication strategies to foster greater public involvement.