Residents now expect social media accounts to be less formal and bi-directional tools that they can use to contact local governments with questions and inquiries, provide feedback, and take part in critical and formative dialogue. Today, the role that social media is playing for local governments is changing due to resident expectations. When public entities first began to leverage social media platforms such as Facebook and Twitter, it was as an additional communication channel to share one-to-many announcements to residents, such as boil water advisories or event cancellations. Truth: Social Media Use by Government Is Evolving For all the municipalities that have embraced social media as a civic engagement tool as a critical component of their public safety and emergency communication strategy, a talent recruitment strategy, and even a parks and rec event promotion tactic, there are still many local governments that have administration-wide prohibitions on social media use.We aim to set the record straight on social media use in government so you can make an informed decision for your community or administrative department as to whether or not your engagement strategy will embrace the like, post, tweet, share, and snap. At a time when social media use is as ubiquitous as mobile device adoption (according to the Consumer Technology Association, more people own a mobile device than a toothbrush), social media remains a divisive topic in the public sector. That is the question facing municipalities in the age of social media.
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