Influence of Informal Communication Channels on Youth Awareness and Engagement with E-Governance Opportunities in South-East Nigeria: A Focus on Word of Mouth and WhatsApp Networks

Influence of Informal Communication Channels on Youth Awareness and Engagement with E-Governance Opportunities in South-East Nigeria: A Focus on Word of Mouth and WhatsApp Networks

Kobimdi Cordelia Umeh¹, Rev.Fr. Prof. Walter Ihejirika², Dr. Innocent Paschal Ihechu³

¹Department of Mass Communication, Nnamdi Azikiwe University, Awka, Anambra State, Nigeria

²Faculty of Communication and Media Studies, University of Port Harcourt, Nigeria.

³Department of Mass Communication, Abia State University, PMB 2000, Uturu, Nigeria.

DOI: https://dx.doi.org/10.47772/IJRISS.2025.905000171

Received: 30 April 2025; Accepted: 04 May 2025; Published: 05 June 2025

ABSTRACT

Purpose: This study investigates how informal communication channels—specifically word of mouth and WhatsApp—shape youth awareness and engagement with e-governance opportunities in South-East Nigeria.

Design/Methodology/Approach: Using a qualitative approach, data were collected through five focus group discussions (FGDs) and ten in-depth interviews (IDIs) with 40 purposively selected youths aged 18–35 years across the five South-East state capitals namely Awka, Enugu, Owerri, Umuahia, and Abakiliki states. Thematic analysis, supported by NVivo 12 software, guided data interpretation.

Findings: Three major themes emerged: (1) Trust in personal networks significantly enhances youth willingness to explore e-governance platforms; (2) WhatsApp groups serve as critical information hubs for disseminating opportunities related to scholarships, trainings, and grants; and (3) peer mobilization and collective validation foster higher levels of trust and platform engagement. Informal sources were often perceived as more credible than formal government communications.

Theoretical Implications: Anchored in the Diffusion of Innovations and Uses and Gratifications theories, the study highlights the centrality of interpersonal trust and gratification of informational needs in youth digital engagement patterns.

Practical Implications: The findings underscore the need for policymakers and development practitioners to integrate informal communication strategies into formal e-governance outreach, leveraging trusted peer networks and WhatsApp platforms to enhance youth participation.

Originality/Value: This study offers fresh insights into the social dynamics of youth digital engagement in a developing country context, emphasizing the nuanced interplay between trust, informal communication, and technology adoption.

Keywords: E-governance, youth engagement, informal communication, WhatsApp, word of mouth,

INTRODUCTION

E-governance initiatives across Nigeria have gained momentum as federal and state governments seek to digitize service delivery, citizen engagement, and human capital development opportunities (Okonkwo & Agu, 2022; NITDA, 2023). In South-East Nigeria, reports indicate very high youth awareness and increasing engagement with digital platforms such as Npower, National Youth Investment Fund (NYIF), and the Nigerian e-Government Masterplan (National Bureau of Statistics [NBS], 2022). However, the dynamics behind this phenomenon remain inadequately understood. While official campaigns and media coverage are often credited for this uptake (Adeleke & Afolabi, 2021), emerging evidence suggests that informal communication channels—particularly word of mouth and mobile messaging applications like WhatsApp—play a crucial, though underexplored, role in shaping youth awareness, trust, and attitudes toward e-governance platforms (Uzor & Eze, 2021; Alalibo, 2023; Rogers, 2003). Given Nigeria’s sociocultural context, where relational trust and community-driven interactions often mediate access to information, these informal mechanisms may significantly influence digital participation (Wilson, 2008; Nyirenda-Jere & Biru, 2015). This study therefore, investigates how such informal communication dynamics contribute to youth engagement with e-governance, providing critical insights for enhancing inclusive and participatory governance strategies in the digital era.

Objectives of the Study

The main objectives of this study were to:

1. Explore how informal communication channels, particularly word of mouth and WhatsApp, influence youth awareness of e-governance opportunities in South-East Nigeria.
2. Examine the role of personal trust networks in shaping youths’ perceptions and credibility assessments of e-governance information.
3. Investigate the processes of peer mobilization and collective validation within informal communication spaces.
4. Identify implications for enhancing e-governance communication strategies by harnessing informal communication channels.

Research Questions

Based on the objectives, the study addressed the following research questions:

1. How do informal communication channels such as word of mouth and WhatsApp influence youth awareness of e-governance platforms in South-East Nigeria?
2. What role does trust in personal networks play in shaping youths’ engagement with information about e-governance opportunities?
3. In what ways do WhatsApp groups and peer networks facilitate collective verification and mobilization for e-governance participation?
4. What strategic insights can be drawn for integrating informal communication networks into formal e-governance outreach efforts targeting Nigerian youths?

LITERATURE REVIEW

Youth Engagement and E-Governance

E-governance broadly refers to the use of information and communication technologies (ICTs) to facilitate the delivery of government services, enhance administrative efficiency, and promote citizen engagement (UNESCO, 2022). According to Heeks (2006), e-governance is not merely about digitizing government operations but also, about transforming relationships between governments, citizens, and other stakeholders through ICT tools. In recent years, youth populations, characterized by digital savviness, innovative capacity, and sociopolitical vibrancy, have increasingly become a central focus of e-governance initiatives globally and in Nigeria (United Nations E-Government Survey, 2022).

In Nigeria, the National Digital Economy Policy and Strategy (NDEPS) 2020–2030 recognizes youth as critical drivers of the country’s digital future, emphasizing their role in e-participation, innovation, and public sector modernization (Federal Ministry of Communications and Digital Economy [FMCDE], 2020). Youths’ high mobile phone ownership, social media usage, and familiarity with digital platforms make them naturally positioned to engage with e-governance initiatives ranging from digital identity registration and online voter enrollment to e-participatory budgeting and open government platforms (Adedoyin, Emeka & Omotayo , 2022).

In the global realm, studies indicate that when youth are meaningfully engaged through accessible, user-friendly e-governance platforms, it leads to increased transparency, improved accountability, and strengthened democratic processes (Organization for Economic Co-operation and Development [OECD], 2021). E-governance platforms offer opportunities for youths not only to access government services but also to voice opinions, co-create policies, and drive societal change. In contexts such as South-East Nigeria, where digital infrastructure is relatively robust and youth literacy rates are high, there is a promising intersection between technological readiness and civic engagement potential (Okeke, 2021).

However, despite these opportunities, challenges persist. Issues such as digital inequality, low trust in government institutions, concerns over data privacy, and inadequate youth-centered content on official platforms continue to limit optimal youth participation (Ogunleye & Olowu, 2021). Therefore, understanding the mechanisms—both formal and informal—through which youth become aware of and engage with e-governance platforms is crucial for designing interventions that are inclusive, participatory, and impactful.

Informal Communication and Citizen Mobilization

According to Nyirenda-Jere & Biru, )2015), formal communication efforts, such as public campaigns, official announcements, and digital platforms, while necessary, are often insufficient for comprehensive citizen mobilization. In many contexts, particularly within African societies, informal communication plays critical complementary role. Informal communication refers to unofficial, interpersonal, and often socially embedded exchanges of information that occur within trusted networks such as families, peer groups, religious circles, and social media communities (Rogers, 2003; Ojebuyi & Salawu, 2021). These interactions are typically characterized by high levels of relational trust, cultural familiarity, and immediacy, making them powerful vehicles for shaping awareness, beliefs, and subsequent action.

Also, word of mouth, both in traditional face-to-face contexts and via modern digital channels like WhatsApp, remains a dominant means of information dissemination in African communities (Wilson, 2008; Aina & Ojebode, 2022). Rooted deeply in communal ways of life, word-of-mouth communication uses established social capital to validate information and motivate collective behavior (Olaniran, 2020). Particularly among youth, who are embedded in dense peer networks and exhibit high levels of mobile connectivity, informal communication avenues amplify official messages, bridge information gaps, and foster trust in otherwise distrusted institutions (Iheanacho & Uche, 2022).

In Nigeria, studies have shown that informal communication channels are instrumental in public health campaigns (Adebayo Olaniran & Onabanjo 2020), election mobilization (Ilo, 2021), and, increasingly, in e-governance initiatives that seek to enhance youth participation. Thus, integrating strategies that acknowledge and harness informal communication networks is crucial for any meaningful engagement effort aimed at sustainable development and civic empowerment.

WhatsApp and Digital Informality

In the contemporary Nigerian digital landscape, WhatsApp has emerged as a central platform for informal communication and grassroots information exchange. Originally designed as a simple mobile messaging application, WhatsApp’s evolution—particularly its introduction of group chats, multimedia sharing, voice notes, broadcast lists, and end-to-end encryption—has significantly expanded its role from private messaging to community-based interaction (Afolayan & Ogunlade, 2022; Statista, 2024). For many Nigerian youths, WhatsApp is not merely a social tool but a crucial channel for accessing civic, political, and development-related information in real time.

Furthermore, WhatsApp’s affordances foster rapid information dissemination, low-cost communication, and peer-to-peer validation processes that enhance trust and credibility within users’ social networks (Ufuophu-Biri & Ijeh, 2021). Unlike formal e-governance platforms that may seem distant or overly bureaucratic, WhatsApp communication is perceived as more relatable, immediate, and culturally resonant (Chukwuere & Chinedu, 2022). The platform’s informality allows for personalized discussions, reinterpretation of formal information, and reinforcement of civic messages through familiar social relationships.

Moreover, during major civic events—such as elections, protests, and public health campaigns—WhatsApp has served both as an amplifier of official information and as an incubator for citizen-led initiatives (Adeiza, 2022). However, this informality also carries challenges, notably the potential for misinformation and the absence of structured content moderation (BBC News, 2023). Despite these risks, the strategic use of WhatsApp for e-governance communication, especially when synergized with formal digital strategies, presents an opportunity to expand youth engagement, democratize access to governance processes, and promote inclusive participation in Nigeria’s development trajectory.

Theoretical Framework

This study is anchored on the Diffusion of Innovations (DOI) theory (Rogers, 2003) and the Uses and Gratifications (UG) theory (Katz, Blumler, & Gurevitch, 1973), both of which offer valuable lenses for understanding how and why South-East Nigerian youths engage with e-governance opportunities through informal communication channels.

The Diffusion of Innovations (DOI) theory, as proposed by Rogers (2003), explains how new ideas, technologies, and practices spread within a social system over time. According to DOI, the adoption of an innovation—such as an e-governance platform—is influenced by factors including relative advantage, compatibility with existing values, simplicity, trialability, and observability (Rogers, 2003). Critically, Rogers emphasizes that interpersonal channels, particularly word-of-mouth communication within trusted networks, play a decisive role in accelerating or hindering the diffusion process. In the context of Nigeria, studies such as Okeke and Anazia (2021) have affirmed that informal peer networks significantly drive youth technology adoption more than formal advertising or government campaigns. Thus, the DOI framework supports the current study’s focus on how trust-laden informal networks (e.g., family, friends, WhatsApp groups) serve as conduits for the awareness and uptake of e-governance initiatives.

Complementing this, the Uses and Gratifications (UG) theory provides insight into the agency of the audience in seeking out media and communication channels to satisfy specific needs (Katz Blumler & Gurevitch 1973). UG theory posits that individuals actively select media platforms based on expected gratifications such as information acquisition, social connection, and personal identity reinforcement (Rubin, 2009). In the digital age, mobile messaging applications like WhatsApp have emerged as preferred platforms due to their immediacy, trust-building capabilities, and social embeddedness (Al-Munawwarah & Putra, 2022). In Nigeria, Ezeh and Omodara (2022) observed that WhatsApp groups serve as trusted forums where youths access development-related information and opportunities more readily than through traditional media. Thus, UG theory frames youths not merely as passive recipients of government messages but as active agents who use informal networks to gratify their informational and social needs regarding e-governance.

Together, DOI and UG theories offer a robust theoretical foundation for this study. While DOI underscores the social processes influencing the spread and acceptance of e-governance platforms, UG highlights the motivations behind youths’ preference for informal communication channels like WhatsApp and peer-based word of mouth. By integrating these perspectives, the study captures the dual reality of innovation diffusion and user-driven media engagement among Nigerian youths, offering a comprehensive understanding of how informal communication shapes e-governance awareness and participation.

Sample and Sampling Technique

This study adopted a purposive sampling strategy to recruit participants who could provide rich, relevant, and diverse insights into youth engagement with e-governance platforms in South-East Nigeria. Purposive sampling, widely employed in qualitative research, enables researchers to deliberately select individuals based on specific characteristics that align with the study objectives (Etikan, Musa, & Alkassim, 2016; Palinkas, Horwitz, Green, Wisdom, Duan & Hoagwood 2015). Such an approach was deemed necessary to ensure that the participants possessed firsthand experience and contextual knowledge pertinent to the research questions.

Hence, participants (N = 40) were purposively selected from the five states capital constituting South-East Nigeria—Abakiliki, Awka, Enugu, Owerri and Umuahia. The inclusion criteria required that participants be between the ages of 18 and 35 years (aligned with Nigeria’s National Youth Policy, Federal Ministry of Youth and Sports Development, 2019), demonstrate active smartphone usage, and have prior engagement with at least one recognized e-governance initiatives, such as the N-Power portal, NYSC dashboard, or digital voting systems. These criteria were set to ensure that participants were digitally literate, socially active, and familiar with e-governance initiatives, making them well-suited to comment on the dynamics of awareness and engagement.

The study employed two complementary qualitative methods: Focus Group Discussions (FGDs) and In-depth Interviews (IDIs). Five FGDs were conducted, with one group organized in each state capital, comprising between six and eight participants per session. FGDs were chosen to encourage interaction, stimulate collective reflection, and uncover shared cultural norms regarding informal communication and e-governance participation (Krueger & Casey, 2015).

Additionally, 10 individual in-depth interviews were carried out with strategically identified youth leaders, and young entrepreneurs. These interviewees were selected because of their leadership roles and influence within youth networks, which positioned them as key informants capable of offering deeper, individualized perspectives on how WhatsApp, word of mouth, and other informal channels shape governance awareness (Guest, Namey, & Mitchell, 2017).

The combination of FGDs and IDIs provided both breadth and depth to the data, aligning with best practices for triangulating qualitative insights and enhancing the credibility of findings (Patton, 2015; Olowu, 2021). Overall, the purposive selection and multi-method approach ensured that the study captured a wide range of youth experiences while maintaining a clear focus on the research objectives.

Data Collection

To ensure systematic engagement with participants, a semi-structured interview guide was developed, covering domains such as e-governance awareness, information sources (formal and informal), trust in these sources, and factors influencing engagement. This approach balanced consistency with flexibility to accommodate context-specific issues (Kallio, Pietilä, Johnson, & Kangasniemi, 2016; Owolabi, 2016). All focus group discussions (FGDs) and in-depth interviews (IDIs) were conducted in English, the official and predominant language of formal communication in South-East Nigeria (Eze, 2018). Sessions were held in quiet, neutral venues and audio-recorded with informed consent, adhering to ethical standards (World Health Organization [WHO], 2021). Transcriptions were done verbatim to preserve linguistic nuances, ensuring authenticity in participants’ narratives (Halcomb & Davidson, 2006).

For data analysis, the study employed Braun and Clarke’s (2006) six-phase thematic analysis framework, selected for its flexibility and suitability in identifying and interpreting patterns within qualitative data. This method enabled a rich understanding of how informal communication channels such as WhatsApp and word of mouth influence youth engagement with e-governance platforms (Nowell, Norris, White & Moules., 2017).

Presentation and Discussion of Findings

This study explored how informal communication channels—particularly word of mouth and WhatsApp—influence youth awareness and engagement with e-governance opportunities in South-East Nigeria. The findings are organized according to the study’s four objectives and corresponding research questions.

Objective 1

Explore how informal communication channels, particularly word of mouth and WhatsApp, influence youth awareness of e-governance opportunities.

Research Question 1: How do informal communication channels such as word of mouth and WhatsApp influence youth awareness of e-governance platforms in South-East Nigeria?

Across all FGDs and IDIs, participants acknowledged that informal sources were their primary means of

discovering government programs or digital platforms. Several youths emphasized that information from friends, siblings, or group chats had a higher likelihood of being trusted and acted upon. Notable responses include:

“If my relation shares a government link on our family WhatsApp group, I believe it more than just seeing it online. I know he won’t mislead me.” (FGD Participant, Enugu)

“Most times, when my elder brother forwards any government update, I don’t even doubt it. I know he has checked it well before sending.” (FGD Participant, Abakaliki)

“I rarely click on links from random pages. But if my coursemate sends it and says he already registered, I feel safe to try it.” (IDI Participant, Owerri)

“We dey hear of job portal things mostly from our association president. If him drop am for WhatsApp, na sure say many go read am.” (FGD Participant, Umuahia )

“If a trusted friend says it’s working, I don’t waste time. I register immediately, especially if it’s about empowerment or grants.” (IDI Participant, Awka)

These findings underscore the centrality of informal channels in raising awareness about e-governance initiatives. These channels are deeply embedded within personal trust networks, enabling information to be perceived as more credible. This supports the assertion by Adeleke (2020) and Ojebuyi and Salawu (2020) that interpersonal communication holds significant sway in Nigerian society due to its emotional and cultural resonance. It also aligns with Rogers’ (2003) Diffusion of Innovations theory, which emphasizes that innovation awareness often begins within trusted networks. Similar results by Ezeh and Omodara (2022) also confirm that Nigerian youths are more likely to engage with government programs when informed through peer-based avenues. Thus, informal communication does not merely supplement formal campaigns—it often supplants them in relevance and reach.

Objective 2

Examine the role of personal trust networks in shaping youths’ perceptions and credibility assessments of e-governance information.

Research Question 2: What role does trust in personal networks play in shaping youths’ engagement with information about e-governance opportunities?

Youth participants across the five South-Eastern states repeatedly mentioned that they gauge the reliability of e-governance information based on the credibility of the person sharing it. Comments revealed a widespread reluctance to engage with official links or digital ads unless endorsed by a trusted figure:

“When someone I respect posts a grant link, I immediately check it out because I know they must have verified it before sharing.” (FGD Participant, Owerri)

“My mentor always sends updates about 1 Youth 2 Skills or SMEDAN. If it comes from him, I don’t think twice.” (IDI Participant, Awka)

“If my association leader forwards a registration form, I don’t doubt it. I even help others register too.” (FGD Participant, Abakiliki)

“I don’t really trust government links I see on social media. But when my roommate confirms it’s real, then I go ahead.” (IDI Participant, Awka)

These insights reinforce the notion that trust in the source of information—not necessarily the content itself—is a decisive factor for youth engagement. This aligns with Rogers’ (2003) theory, which states that interpersonal communication within a trusted social system significantly influences innovation decisions. The findings also echo Ogbonnaya and Okoro’s (2021) research, which shows that distrust in official government messaging leads Nigerian youths to prioritize peer validation. Consequently, leveraging trust-based communication structures may be key to addressing apathy and skepticism toward e-governance efforts.

Objective 3

Investigate the processes of peer mobilization and collective validation within informal communication spaces.

Research Question 3: In what ways do WhatsApp groups and peer networks facilitate collective verification and mobilization for e-governance participation?

Several participants described how digital opportunities were deliberated and vetted within group settings—particularly WhatsApp communities—before joint decisions were made. Group consensus often spurred quick action:

“When we see an opportunity, someone will verify if it’s legit. If many people confirm, then everybody will apply.” (FGD Participant, Awka)

“Before I applied for any government human capital development initiative, I waited for three of my friends in our group to say it worked for them.” (IDI Participant, Enugu)

“We normally drop links in our WhatsApp group. If like five people check it and say it’s real, then the rest of us go in.” (FGD Participant, Owerri)

“It’s like we fact-check together. Nobody wants to fall for a scam, so we confirm together before acting.” (IDI Participant, Umuahia)

This form of collective verification illustrates a peer-to-peer system of crowd validation. The process resonates with the critical mass principle in Rogers’ (2003) Diffusion theory, where a tipping point of endorsement catalyzes widespread adoption. Additionally, the Uses and Gratifications theory (Katz Blumler & Gurevitch 1973) provides further explanatory power, suggesting that youth use WhatsApp groups not only to access information but also to validate and co-decide on action. The phenomenon reflects global trends, as discussed in Al-Munawwarah and Putra (2022), and similar observations in Nigeria by Chukwuere and Onyebukwa (2022), where group engagement serves both informational and social reassurance needs.

Objective 4

Identify implications for enhancing e-governance communication strategies by leveraging informal communication channels.

Research Question 4: What strategic insights can be drawn for integrating informal communication networks into formal e-governance outreach efforts targeting Nigerian youths?

Participants expressed strong preference for government outreach through existing informal youth structures. They emphasized that government agencies should not rely solely on websites or television ads. Suggestions included:

“Government should use our youth leaders to pass messages. We listen to them more than officials.” (FGD Participant, Abakiliki)

“They should partner with WhatsApp admins. That’s where most people get info these days.” (IDI Participant, Enugu)

“I feel they should use community influencers or people we know and trust.” (FGD Participant, Awka)

“Instead of posting on Twitter only, let them enter our local groups and explain it well.” (IDI Participant, Owerri)

The data suggests a need for hybrid communication strategies that integrate trusted informal networks into formal campaigns. This aligns with Nyirenda-Jere and Biru’s (2015) advocacy for community-driven models in African digital governance. Embedding e-governance outreach within existing youth communication systems can bridge trust gaps and enhance uptake. Importantly, youth networks offer both distribution efficiency and contextual understanding—key assets in overcoming bureaucratic and technological barriers.

DISCUSSION

This study highlights the influential role of informal communication channels—specifically word of mouth and WhatsApp—in fostering youth awareness of e-governance platforms in South-East Nigeria. Trust-based personal networks validate information, while WhatsApp groups enable rapid dissemination and collective mobilization. These findings align strongly with Diffusion of Innovations Theory (Rogers, 2003), where interpersonal networks are identified as pivotal in accelerating the awareness and adoption of innovations, particularly when formal channels are insufficient or distrusted.

Consistent with Rogers’ (2003) assertion that peer communication carries greater influence during the persuasion phase of innovation adoption, participants in this study demonstrated a strong preference for information shared through known, trusted individuals. Similar patterns have been observed in recent Nigerian contexts. For instance, Okeke, Chukwu, & Eze (2023) found that informal peer discussions were instrumental in driving youth participation in the National Youth Investment Fund (NYIF) programs, often outperforming mass media announcements in effectiveness.

Moreover, WhatsApp’s dominance as an information-sharing platform among youths reflects key principles from the Uses and Gratifications Theory (Katz, Blumler, & Gurevitch, 1973). Youths are not passive recipients of information; rather, they actively seek out platforms like WhatsApp to fulfill specific needs such as immediate access to opportunities, social validation, and the trustworthiness of information (Afolayan & Ogunlade, 2022). The interactive and relational nature of WhatsApp allows users to gratify both informational and affiliative needs, making it a natural conduit for e-governance awareness building.

Notably, the perceived credibility of informal sources often surpassed that of official government communications. Participants expressed higher confidence in information forwarded by peers, relatives, or association groups compared to formal government channels such as websites or radio broadcasts. This trust gap reflects broader societal challenges in Nigeria, where institutional mistrust remains a persistent barrier to civic engagement (Ojebuyi & Salawu, 2021). As such, even well-designed e-governance platforms may experience low uptake if they fail to address underlying trust issues.

These findings reinforce the argument by Nyirenda-Jere and Biru (2015) that formal information campaigns, while necessary, are insufficient on their own for citizen mobilization in African contexts. Informal communication, embedded within relational and cultural structures, acts as a critical mediator between technological offerings and actual adoption behaviors. The study also echoes Agbo and Chigona (2021), who noted that mobile-based informal communication significantly shaped rural youths’ awareness of agricultural digital services in Nigeria.

Importantly, the collective validation processes observed—where peers verify and endorse information within WhatsApp groups before engagement—mirror the “confirmation” stage in Rogers’ (2003) innovation-decision process. Youths collaboratively evaluate the credibility and potential benefits of a government initiative before committing to action, thereby reducing perceived risks.

Given these dynamics, it becomes crucial for e-governance practitioners and policymakers to integrate informal communication strategies into their campaigns. Partnering with credible youth associations, leveraging peer influencers, and embedding official information within popular informal channels like WhatsApp could enhance trust and accelerate adoption rates. This approach aligns with World Bank (2021) recommendations on citizen-centric e-governance design, which emphasize meeting users “where they are” socially and digitally.

Ultimately, this study extends the understanding of innovation diffusion in the Nigerian digital governance landscape by emphasizing that successful adoption hinges not merely on technological provision, but on strategically navigating the social trust ecosystems within which youths operate.

CONCLUSION

Overall, the findings of this study demonstrate that youth engagement with e-governance opportunities in South-East Nigeria is not merely a function of technological availability but is deeply rooted in informal communication dynamics, social trust, and peer-driven validation processes. In light of the Diffusion of Innovations Theory (Rogers, 2003), it is evident that leveraging interpersonal communication pathways significantly enhances the speed and breadth of e-governance adoption among youths. Similarly, insights from the Uses and Gratifications Theory (Katz, Blumler & Gurevitch., 1973) affirm that platforms like WhatsApp fulfill critical youth needs for trusted, accessible, and socially endorsed information. These findings underscore the imperative for policymakers, digital strategists, and development actors to design e-governance communication strategies that recognize and integrate the power of informal social networks. Without addressing the relational and communicative ecosystems within which young citizens operate, even the most technologically sophisticated platforms may fail to achieve their intended developmental outcomes.

RECOMMENDATIONS

Based on the findings, the following recommendations are proposed:

1. Adopt Trusted Peer Networks for e-governance publicity: Government agencies and development partners should identify and collaborate with credible youth leaders, peer influencers, and trusted community figures to facilitate e-governance information dissemination.
2. Formalize WhatsApp-Based Outreach: Given WhatsApp’s centrality, ministries and government agencies should consider setting up official, verified WhatsApp broadcast lists or partnering with existing credible WhatsApp groups to share authentic information directly with youths.
3. Invest in Digital Trust-Building Measures: To address the trust gap, official e-governance communications should emphasize transparency, authenticity, and responsiveness, including clear feedback mechanisms and visible success stories.
4. Embed Peer Validation Mechanisms: Initiatives should encourage user-driven verification mechanisms, such as crowdsourced vetting or endorsements by credible third-party organizations, to build confidence among prospective participants.
5. Promote Capacity-Building Workshops: Conduct digital literacy workshops for youth association leaders, focusing on how to identify, verify, and disseminate credible information about e-governance programs, ensuring sustainable and trusted communication pathways.

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