Agencies Often Don’t Answer Questions They Get Via Social Media, Survey Finds

Agencies only answer 72 percent of the questions citizens ask via social media, according to a new survey. Information services firm JD Power determined that 30 percent of social media contacts with government are to ask a question or resolve a problem.

But agencies respond to only 72 percent of those queries, the survey found. “Obviously there’s a lot of opportunity or room for improvement,” said JD Power’s Greg Truex, who managed the study. “Because they are reaching out with a specific question -- and with social media being a growing channel for citizens to reach out -- 72 percent does seem a bit low.”