The use of social media tools in government in the United States and around the world, while still relatively new, has been steadily gaining acceptance at all levels of government. Government agencies are turning to social media tools to improve the quality of services and enable greater citizen engagement. At the same time, social media present new challenges to governments who must address resulting citizen expectations and the differences in communication culture, while navigating the blurry line between personal and professional activities. Developing a social media policy can be an important first step to navigating this new space and can ultimately serve as a key enabler for responsibly and effectively leveraging social media tools. Yet, many governments are struggling with what such a policy should encompass. This briefing serves as a guide for government agencies, whether they are simply beginning to consider the opportunities and challenges of social media or are in the midst of the complex process of social media policy development.
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