I'm right there with Patrick. You can't or at least shouldn't ignore any type of engagement. While it's easy to say that government should just throw more resources at engagement especially the online aspect, it can't and probably won't happen if it means more $.
What organizations should do is cross train employees to do all platforms of engagement. It's not like the web is that hard and ignore the fact that it's where interaction is trending will only become more problematic as the number of Americans turning to gov websites grows.
On a broader note cross training and employees becoming a "jack of all trades" just makes a business more effective in the long run anyways.