Long gone are the days where government agencies should rely on brick-and-mortar locations to respond to the needs of the constituents.

Social messaging – using applications like Facebook or Twitter to interact with an organization – is replacing the phone as the preferred communication channel. During the pandemic, we saw those previously thought to be digitally excluded adopt social messaging as a way to stay in touch with their loved ones. For them, social messaging may be the only form of digital channel they will ever use.

This begs the question: should social messaging become the standard for citizen engagement?