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The Social Government Benchmark Report 2018

Challenges and opportunities for governments adopting social media

Encouraging constituents to sign up for health care insurance. Alerting commuters to outages in public transportation. Helping students in need access free lunches during the summer. Educating travelers about the spread of a deadly virus. Sharing resources to ensure citizens are prepared in the case of a natural disaster.

These are just a few of the use cases where government must quickly reach the citizens it serves to give them critical information.

But reaching and interacting with citizens can be incredibly costly for governments. Federal agencies spend about $1.5 billion on public relations per year. And while other communication channels like call centers and websites can be effective, they can also be expensive and inefficient.

With governments under pressure to reduce workforces and streamline operations while delivering excellent citizen experiences, a growing number are turning to social media as a platform for effective engagement.

This report analyzes the results of a survey of public-sector employees currently involved in social media strategy and execution within their agency. It explores issues around proving the value of social media, identifies key benefits of improving agencies’ social strategy, and shares insights from Ben Cathers, principal value consultant at Hootsuite, about best practices for planning and implementing enterprise social media management for government.

  • Discover the top use cases for social media in government
  • Learn about the challenges in adopting social media, and how to overcome them
  • Benchmark your agency's activities against your peers in North America and the United Kingdom

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