The web pages as a means of instutional feedback: The analysis of feedback messages of Konya metropolitan municipality

This study discusses the web pages and e-mail links that are gradually gaining importance with respect to the interaction between the institution and the public as its sub ject. In other words, the study focuses on the importance of the e-mail links as a means of institutional feedback in terms of (heir role in meeting the needs of the public. In the application part of this study, about 4,332 emails sent to the part "Send a message to the President" on the web page of Konya Metropolitan Municipality were evaluated by using the content analysis method. In this study, it was concluded that citizens used the e-mail links not only for their individual recpiests, but also for sending the complaint, informing, information request, criticism and thank you messages on the point of the presentation of urban services in an efficient and high quality.