The internet has changed the way information is relayed and how people use it. We have gone from an era of broadcast dominated by passive reception to an era of
digital natives, where communication is interactive and instantaneous. This new generation has grown up with the Internet and expects continuous participation.
This evolution towards new communication patterns provided governments with an opportunity to function in a more innovative, engaging and cost-effective manner. In recent years, many businesses have integrated tools such as Facebook and Twitter in their marketing efforts to reach customers more directly. In a government context, such tools can be similarly used to engage with citizens with the goals of collecting their feedback and ideas, making them aware of public services at their disposal and reaching out to broader audiences through non-traditional channels.
Social media have also returned power to citizens. By providing inexpensive and widely-available tools that make it…
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