Government Social Media: If You Don't Want to Engage, Don't Bother



There has been an unquestionable explosion of government social media use in the last year. Last week, GovTwit, the Twitter directory of government agencies and officials reported 44.9 million followers for the 3,000 IDs it tracks, after starting in 2009 with just a handful of accounts. Still, towns, agencies and leaders not using social media still far outnumber the early adopters.
And much of the hand-wringing over official social media use is about the public - what if they say something we don't like! Many of the agencies using shiny tools like Facebook and or Twitter don't even allow comments on their Web sites, even sites they call "blogs."
Fear and failure to engage are simple reinforcing citizen concerns that government doesn't listen and doesn't care.
According to an April Pew study on trust in government, "By almost every conceivable measure Americans are less positive and more critical of government these days."
I, and, I hope, thousands of other Government 2.0 advocates, have not spent the last two years building a movement to have it end up as "The System 2.0."
Some may argue that government needs to be on social media channels because of the large audiences. However, I cannot state more emphatically - if you're considering a social media channel, but don't want to provide citizen (customer) service and two-way engagement on that platform, you shouldn't bother.
Using new media channels for one-way broadcasts and propaganda will only further alienate the people we serve. There are plenty of agencies using social media to engage and build trust. Join them, or don't bother.
Resources:

Pew: Distrust, Discontent, Anger and Partisan Rancor - The People and Their Government

GovFresh: The politics of open government free speech

EPA social media response matrix chart



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  • published this page in Blog 2010-05-30 01:01:29 -0400

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