The Use of Vernacular on Social Media for Citizen-Based Monitoring of Municipal Service Delivery in South Africa
Main Article Content
Keywords
Citizen-Based Monitoring (CBM), Digital Public Sphere, Vernacular Counterpublics, African Indigenous Languages, Digital Governance, Language Justice, Service Delivery, Participatory Democracy
Abstract
In South Africa, citizens are increasingly using social media to monitor and report failures in municipal service delivery. While Citizen-Based Monitoring (CBM) is gaining traction in public sector reforms, its application through social media remains informal, fragmented, and largely unrecognised by municipal authorities. A notable feature of these practices is the use of African indigenous languages, allowing citizens to articulate grievances authentically within their cultural contexts. Guided by Digital Public Sphere theories and the Uses and Gratifications Theory, this study examines how citizens employ digital platforms - particularly through vernacular expression - to participate in public deliberation, seek accountability and fulfil information, expressive, and community-oriented needs. Using a qualitative design, the research combines content analysis of vernacular posts from municipalities with strong social media presences and in-depth interviews with government officials, community-based organisations (CBOs), and community radio representatives. The findings show that indigenous language use amplifies marginalised voices, enhances accessibility, and fosters communal legitimacy around service delivery grievances. However, municipalities often lack the linguistic capacity, digital tools, and institutional frameworks to monitor or respond effectively to vernacular complaints. Meanwhile, community radio and CBOs play intermediary roles without formal support. The study contributes to digital governance, language justice, and participatory democracy scholarship by proposing a framework to formalise vernacular CBM. Key recommendations include developing multilingual digital engagement strategies, formally partnering with community media, and investing in African-language natural language processing (NLP) tools. Recognising vernacular citizen monitoring practices offers a pathway to more inclusive, responsive, and linguistically representative local governance aligned with South Africa’s democratic ideals.
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References
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Jamil, S. & Awal, M.A. (2021) ‘Social media and citizen engagement: Redefining government-citizen interaction during COVID-19 crisis’, Government Information Quarterly, 38(4), 101622. https://doi.org/10.1016/j.giq.2021.101622
Jongbloed-Faber, L., van der Velde, H., van der Meer, C. & Klinkenberg, E. (2016). ‘Language use of Frisian bilingual teenagers on social media’, Linguistics and Sociology, (26), 27-54. https://doi.org/10.2436/20.2504.01.107
Kaya, H. O., Kamwendo, G. H., & Rushubirwa, L. (2016). ‘African Indigenous languages in higher education’. Studies of Tribes and Tribals, 14(2), 121-128. https://doi.org/10.1080/0972639X.2016.11886739
Kreiss, D., Lawrence, R.G. & McGregor, S.C. (2020). ‘Political communication and the affordances of social media platforms’, Journal of Communication, 70(2), 214-217. https://doi.org/10.1093/joc/jqaa003
Lewandowski, E., Caldwell, W., Elmquist, D. & Oberhauser, K. (2017). ‘Public perceptions of citizen science’, Citizen Science: Theory and Practice, 2(1), 1-9. https://doi.org/10.5334/cstp.77
Maharaj, B. & Pillay, U. (2022). ‘Urban governance, service delivery and digital citizen participation in South Africa’, Urban Forum, 33(4), 703-725. https://doi.org/10.1007/s12132-022-09450-8
Mamokhere, J. (2020). ‘An assessment of reasons behind service delivery protests: A case of Greater Tzaneen Municipality’, Journal of Public Affairs, 20(2), 20-49. https://doi.org/10.1002/pa.2049
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Jan 22, 2026
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The Use of Vernacular on Social Media for Citizen-Based Monitoring of Municipal Service Delivery in South Africa. (2026). Digital Policy Studies, 4(1), 18-40. https://doi.org/10.36615/4wbse832
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The Use of Vernacular on Social Media for Citizen-Based Monitoring of Municipal Service Delivery in South Africa. (2026). Digital Policy Studies, 4(1), 18-40. https://doi.org/10.36615/4wbse832
