Best Practices for Using Social Media for Local Agencies

Status:  Active
Project Start Date:  03/29/2022


The objective of this research is to identify best practices for the use of social media by local units of government. 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 research will seek to document best practices and lessons learned by public agencies related to issues such as the selection and appropriate use of various platforms, targeting particular 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. The research will also address best practices and lessons learned related to providing equal access, removing barriers to technology, and ensuring accessibility. The research will provide guidance to agencies on what technology and tools are available and how to use and implement best practices in their social media work.

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