Why Engage Citizens Online? All They Do is Complain Anyway!
In tandem with the study's release, GovLoop is teaming up with Pew to learn more from you, the government employees who are interacting with citizens online. We're asking a series of thought-provoking questions based on the survey results. This week's question is:
"Why Engage Citizens Online? They Only Complain Anyway"
Our hunch is that many stakeholders who continue to resist the adoption of social media in government are concerned that most conversations with citizens will devolve into a "gripe session" or serve as a convenient outlet for people to express their views in ways that are unproductive and a waste of valuable, limited government resources.
Is this true for your agency? Is this one of the reasons for resistance to social media?
If you are engaging citizens online already, is this the reality? Or are you finding that people predominately provide great feedback and engage respectfully?
Have your say!
Tags: Government 2.0, Open Government, Pew Government Online, Pew Research Center, mostcomment
Replies to This Discussion
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Permalink Reply by Sterling Whitehead on -
This is a tough question to answer because I've been on both sides -- taking complaints and giving complaints. Still, let's see what we have here with Pros, Cons and Potential Solutions.
Engaging Citizens Pros
- Makes your agency look pro-active.
- You get access to ideas (solutions and problems) you may not know about.
Engaging Citizens Cons
- Yes, often it probably will turn into a gripe session. I have experienced this.
- Occassionally crazy people will get through and annoy you...even spam you. This has happened to me.
- If customer/constituent service is part of your job, then this is another medium to you have monitor.
Potential Solutions
- Ignore the general complaints; focus on the specific complaints.
- Advertise engagement as a solutions tool, not complain tool. Tell people to only come to you with potential solutions to specific problems.
- Tell people to complain through email and phone calls.
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Permalink Reply by Jon Juane on -
I think it is very interesting that this list of pros and cons are only from a Government/employee perspective. If you were to reconsider the pros and cons of engaging citizens from a Citizen/customer perspective I think it would be quite clear that it is way better for THEM, even if it might cause a little more work for us.
I really like the suggested solution to advertise engagement as a solutions tool, not a complaint tool. Although, I don't think it is the public's job to present solutions to the problems they identify. I think that is our job, mind you this is just a matter of opinion. I can't deny it is WAY more helpful when someone presents a criticism in a constructive way, but if the Government was being criticized a lot on a certain topic, the volume of complaints should identify an issue that needs to be improved don't you think? I think better listening and understanding could lead to better solutions to the problems.
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Permalink Reply by Meyer Moldeven on -
Re: "Why Engage Citizens Online? They Only Complain Anyway."
That title suggests to me that the 'citizen' is of the 'general public' and needs assistance or understanding from a gov't official. I worked in an IG shop for many years, and investigating civil service and military complaints to the IG and preparing replies to Congressional Inquiries were a significant part of my duties. My experience is that most military and civilian people in government service don't "…Complain Anyway." They do know when they're getting a brush off.
About Congressionals, the following is from a gov't pamphlet.
Members of Congress hold their office by the vote of their citizen- constituents. Public Law entitles constituents to correspond with their elected officials, who, in turn, will seek answers, information, and resolutions from government agencies. ----- soldiers, members of their families, civilian employees, or anyone else may ask their elected officials to help them with a matter involving them and/or the Department of the ----. Members take very sincere and active interest in their constituents’ problems and will insist each inquiry be given sympathetic consideration, equitable treatment, and timely response. Mike
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Permalink Reply by Brandon Jubar on -
I think you may have misunderstood what Sterling was suggesting. This discussion is about the use of social media -- open forums for collaboration. I believe Sterling is suggesting that we should encourage people to address complaints via email and/or phone because they can receive faster, more personalized attention; whereas in an online public forum, it can be difficult to identify and address the specific concerns of an individual. Now if you identify a problem & solution that may impact other people, then that would certainly be beneficial to distribute via social media tools.
As to disregarding complaints, I believe that was in reference to the generalized statements that people sometimes make. If someone posts a message on a forum saying, "The Department of Labor sucks", it's an opinion that may or may not be backed up by a complaint. Personally, I would hope that public servants being paid for by my tax dollars aren't spending time trying to find out why people are exercising their right to free speech; they should be focusing on helping people who have specific complaints and problems requiring assistance.
One final comment: I've read many of Sterling's posts on GovLoop and I believe you do him a grave disservice by implying that he is a poor public servant. He is always looking for new and innovative ways to provide more and better service to his customers, and does his best to help others do the same.
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Permalink Reply by Andrew Krzmarzick on -
Hi guys - just jumping in as your friendly community manager to be sure this conversation stays on topic and doesn't become a back and forth about people's character. Love the dialogue and hope it maintains a constructive tone and timbre. Perhaps you can directly discuss the intentions of your remarks via direct messages.
As always, I appreciate your insights!
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Permalink Reply by Carol Davison on
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I don't care for the negative implication of this blog either. Most citizens are reasonable. A few are unreasonable. Some are in competition with you. That is life everywhere.
Yes I prefer to deal with appreciate customers by email because that is most pleasing and efficient, but I "scrub the toilets" if that is what is required.
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Permalink Reply by Andrew Krzmarzick on
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Hey Carol - Don't want to give the wrong impression! I definitely think citizens engage respectfully and thoughtfully whether in person or online...just trying to address a fear that I have heard in speaking to people in agencies who are resistant or concerned about setting up a blog or Facebook page...fear of "the nefarious guest" - the person who just wants to rant.
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Permalink Reply by Jon Juane on
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Just to throw in my two cents from up here in Canada...
I worked for 4 years in an in-person Government office called Service Canada and we provide support and assistance to the public for the majority of our Federal Government programs and services, including our pension programs and employment insurance. What i found fascinating was that the public actually had some wonderful ideas on how the public service could improve, mind you a lot of their ideas were disguised in the form of a complaint, but if we were to intelligently analyse the comments that are being made about our Government services, we might happen to pleasantly surprise the public.
A clear example of this could be the fact that many Canadians have a hard time accessing information on our website. This could stem from a variety of issues, however if we were to look attentively at their comments we might find the root issue and solve the base of their frustrations.
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Permalink Reply by Emi Whittle on -
Complaints are just another form of communication --- and that is one of the many freedoms we enjoy - the right to criticize our government!! It is important to read and hear complaints because they can inform us as to what the perception is, what may not have been communicated the way we wanted, what things might need to be fixed, and yes, there are often great ideas hidden amongst the noise! WE should never turn off or ignore complaints!
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Permalink Reply by Jon Juane on
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YES!! i couldn't agree more! I find it quite sad that a lot of Canadian Government departments that are trying to "engage" with citizens by having a social media/online presence often block the comment section... by doing so we are cutting off the beautiful thing about online media... people are supposed to collaborate and comment! everyone has a voice, and the best ideas win.
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Permalink Reply by Chris Ngo on
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The administration system once intentionally turn off the public complaints, deliberately acknowledge hidden agenda, grand slam on democracy, and/or had a dark history in the past in terms of justice against sub- minorities, and now just want to shuffle their voice and their issues under the carpet. We are in a delicate period, disregard of political inclinations, only intentions matter. Thanks Emi!
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Permalink Reply by Christopher Dorobek on -
You can hear Aaron Smith, research specialist, Pew Internet and American Life Project talk about the survey on Federal News Radio 1500 AM
http://www.federalnewsradio.com/?sid=1946723&nid=19
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