Best Practices for Using Social Media for Local Agencies

Status:  Complete
Report Date:  10/31/2022


As social media has become more popular, local governments have begun to use social media platforms to share news and project information, respond to questions and concerns, educate people about programs, and humanize their agencies. While many agencies are using social media to communicate to their constituents, there are challenges that come with using these tools. This guide is designed to help the average local transportation practitioner cut through the noise and identify methods to more effectively communicate with local residents on social media for transportation and public works topics. It documents best practices and lessons learned by public agencies related to issues such as the selection and appropriate use of various platforms, targeting geographic areas or demographics, building audience, creating content, receiving and responding to complaints, handling negative input, and generally increasing the effectiveness of social media use.

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