Social Media has tremendous potential as a customer service channel and is being used effectively in the private sector. Greater attention should be paid to using social media to help the public find information they need.
One model for this would be to empower and encourage all government employees to help point the public to government websites/ resources/ services as these issues are raised on the social media platforms where employees are already active in their personal lives (somewhat along the lines of Best Buy's Twelpforce model). The assumptions being that 1) as long as employees are pointing to a .gov domain and 2) they are not dispensing advice or opinon - it is allowed.
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