Social Media in Government
P.K. Kannan, Harvey Sanders Associate Professor of Marketing and director of
the Center for Excellence in Service, and Ai-Mei Chang, professor of systems
management at UMUC , is studying how the web affects interactions between
government agencies and the public.
They found that government agencies should be proactive instead of reactive,
engaging their constituents on social networking sites and other online
communities instead of waiting for community members to reach out to individual
agencies for information and/or assistance.
This new style of communication would allow governments to gather feedback
from users, including criticisms on services they offer, website design and
content distribution. A government using Web 2.0 technology can build trust and
loyalty among citizens who see different agencies reaching out to the public in
social forums. Interactions will become less formal than before and as a result
content must be delivered in a less former manner, allowing users to sift though
and easily find the information they need to proceed.
Leveraging Web 2.0 in Government is a research report published by the IBM
Center for the Business of Government and is
available online. For more information, e-mail