Andy told me this topic would get everyone's juices flowing, and he wasn't kidding! I think Patrick, Peter and Stephen are right on the money here. One big finding from this research was that people expect government to be available when and where they want them to be--that means online, offline, traditional websites, social media, you name it. One the one hand that's a great opportunity, since we are seeing a ton of interest in what government agencies and officials are doing. On the other, it's a huge challenge in terms of staffing and prioritizing resources.