recommended reading

Agencies Often Don’t Answer Questions They Get Via Social Media, Survey Finds

Twin Design/Shutterstock.com

Agencies only answer 72 percent of the questions citizens ask via social media, according to a new survey.

Information services firm J.D. Power determined that 30 percent of social media contacts with government are to ask a question or resolve a problem. But agencies respond to only 72 percent of those queries, the survey found.

“Obviously there’s a lot of opportunity or room for improvement,” said J.D. Power’s Greg Truex, who managed the study. “Because they are reaching out with a specific question -- and with social media being a growing channel for citizens to reach out -- 72 percent does seem a bit low.”

The Social Media Benchmark study is the first of what J.D. Powers expects to be regular studies of government’s use of social media. The full methods and results were released only to the 12 federal agencies examined in the study. With this baseline for comparison, future studies -- perhaps including the one that’s already planned for 2015 -- may be more fully published.

The study looked at two dozen social media platforms, Truex said, and included email lists among them. Facebook, YouTube and Twitter were the most frequently used social media platforms for contacting government.

NASA was the only agency  cited for using social media particularly well, for both marketing and services, Truex said, attributing the success to the space agency’s early adaptation of social media, the breadth of platforms it uses actively and its “fun and entertaining” content.

(Image via Twin Design / Shutterstock.com)

Threatwatch Alert

Credential-stealing malware / User accounts compromised / Software vulnerability

Android Malware Infects More than 1M Phones, Adds 13,000 Devices a Day

See threatwatch report

JOIN THE DISCUSSION

Close [ x ] More from Nextgov
 
 

Thank you for subscribing to newsletters from Nextgov.com.
We think these reports might interest you:

  • Featured Content from RSA Conference: Dissed by NIST

    Learn more about the latest draft of the U.S. National Institute of Standards and Technology guidance document on authentication and lifecycle management.

    Download
  • PIV- I And Multifactor Authentication: The Best Defense for Federal Government Contractors

    This white paper explores NIST SP 800-171 and why compliance is critical to federal government contractors, especially those that work with the Department of Defense, as well as how leveraging PIV-I credentialing with multifactor authentication can be used as a defense against cyberattacks

    Download
  • Toward A More Innovative Government

    This research study aims to understand how state and local leaders regard their agency’s innovation efforts and what they are doing to overcome the challenges they face in successfully implementing these efforts.

    Download
  • From Volume to Value: UK’s NHS Digital Provides U.S. Healthcare Agencies A Roadmap For Value-Based Payment Models

    The U.S. healthcare industry is rapidly moving away from traditional fee-for-service models and towards value-based purchasing that reimburses physicians for quality of care in place of frequency of care.

    Download
  • GBC Flash Poll: Is Your Agency Safe?

    Federal leaders weigh in on the state of information security

    Download
  • Data-Centric Security vs. Database-Level Security

    Database-level encryption had its origins in the 1990s and early 2000s in response to very basic risks which largely revolved around the theft of servers, backup tapes and other physical-layer assets. As noted in Verizon’s 2014, Data Breach Investigations Report (DBIR)1, threats today are far more advanced and dangerous.

    Download

When you download a report, your information may be shared with the underwriters of that document.