Challenges In Federal Agencies' Use of Web 2.0 Technologies

"Web 2.0" technologies -- such as Web logs ("blogs"), social networking Web sites, video- and multimedia-sharing sites, and "wikis" -- are increasingly being utilized by federal agencies to communicate with the public.

These tools have the potential to, among other things, better include the public in the governing process. However, agency use of these technologies can present risks associated with properly managing and protecting government records and sensitive information, including personally identifiable information. In light of the rapidly increasing popularity of Web 2.0 technologies, GAO was asked to identify and describe current uses of Web 2.0 technologies by federal agencies and key challenges associated with their use. Federal agencies are using Web 2.0 technologies to enhance services and support their individual missions. Federal Web managers use these applications to connect to people in new ways. As of July 2010, 22 of 24 major federal agencies had a presence on Facebook, Twitter, and YouTube.

Several challenges in federal agencies' use of Web 2.0 technologies have been identified: 1) Privacy and security and 2) Records management and freedom of information.

(GAO-10-872T)