Bob Logan

1. Separate.

2. Done by different people.

In my experience in both government and non-government organizations, “citizen engagement” and “corporate” (top-management-level) communications were handled by the official Communications department, while customer service, although it requires constant, careful, (and hopefully skillful) communication, was done by “operations” staff. The official communications department would handle press releases related to new products or programs, but that was as close as they came to customers, unless they were covering an “event” where actual customers were being engaged, which would have been organized by operations staff (even if having the event was the idea of the Communications department).